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File not supported message comes up while viewing video

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knollyb

Serviio newbie

Posts: 10

Joined: Thu Sep 13, 2018 1:21 pm

Post Thu Sep 13, 2018 5:22 pm

File not supported message comes up while viewing video

I have been running Serviio Pro v 1.9.2 successfully on my Sharp Smart TV for the past few months. Within recent times I continue to experience "file not-supported" message in the middle of viewing a video and the video (mp4) crashes. Any assistance would be greatly appreciated.....
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atc98092

User avatar

DLNA master

Posts: 2906

Joined: Fri Aug 17, 2012 10:22 pm

Location: Washington (the state)

Post Thu Sep 13, 2018 6:14 pm

Re: File not supported message comes up while viewing video

Is this a Roku TV, or does Sharp have other versions of connected TVs? What TV model number? What profile is assigned in the Serviio console?
Dan

Panasonic ST30 Plasma, Samsung JU7100 4K TV, Sony BDP-S3500, Sharp 4K Roku TV, Insignia Roku TV, Roku 4, Ultra and Stick, Yamaha RX-V583 AVR.
Primary server: Intel i5-6400, 8 gig ram, Windows 10 Pro, 18 TB hard drive space | Test server Windows 7 Home Premium, AMD Phenom II X4 965, 8 gig ram

HOWTO: Enable debug logging HOWTO: Identify media file contents
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knollyb

Serviio newbie

Posts: 10

Joined: Thu Sep 13, 2018 1:21 pm

Post Thu Sep 13, 2018 10:32 pm

Re: File not supported message comes up while viewing video

1. It is not a Roku TV
2. The tv is a Sharp FHD 50 1080p Smart TV
3. Profile assigned to Serviio console: Sharp Aquos
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atc98092

User avatar

DLNA master

Posts: 2906

Joined: Fri Aug 17, 2012 10:22 pm

Location: Washington (the state)

Post Thu Sep 13, 2018 10:58 pm

Re: File not supported message comes up while viewing video

Thanks for that. Next question: is it only with a single video, or with multiple videos? Please provide the media information for a problem file. See the link in my sig to see how to get the media information.
Dan

Panasonic ST30 Plasma, Samsung JU7100 4K TV, Sony BDP-S3500, Sharp 4K Roku TV, Insignia Roku TV, Roku 4, Ultra and Stick, Yamaha RX-V583 AVR.
Primary server: Intel i5-6400, 8 gig ram, Windows 10 Pro, 18 TB hard drive space | Test server Windows 7 Home Premium, AMD Phenom II X4 965, 8 gig ram

HOWTO: Enable debug logging HOWTO: Identify media file contents
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knollyb

Serviio newbie

Posts: 10

Joined: Thu Sep 13, 2018 1:21 pm

Post Fri Sep 14, 2018 7:02 pm

Re: File not supported message comes up while viewing video

1. It happens with multiple videos, they would play for awhile and then freeze before the message comes on....
2. I have followed your advise and have copied part of a log file which I have attached. Thank you!
Attachments
Sample Log.txt
(19.23 KiB) Downloaded 13 times
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knollyb

Serviio newbie

Posts: 10

Joined: Thu Sep 13, 2018 1:21 pm

Post Mon Sep 24, 2018 6:39 pm

Re: File not supported message comes up while viewing video

Still awaiting suggestions/recommendations from Dan regarding my problem....
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atc98092

User avatar

DLNA master

Posts: 2906

Joined: Fri Aug 17, 2012 10:22 pm

Location: Washington (the state)

Post Mon Sep 24, 2018 7:48 pm

Re: File not supported message comes up while viewing video

In that log snippet, I see a number of videos that indicate complete playback (the lines showing "has stopped at 100%"). However, I've seen the same thing with my Roku players when Serviio thinks the video has continued while in reality it has stopped. Need to see the media info on one of those (Shooter S03 EP3.mp4) and one that shows an incomplete playback (Queen Sugar S03 EP1.mp4). See the link in my sig for help in gathering this info.

There's also several lines that I don't know the meaning. One example: "Couldn't send event message for subscription 694b1699-f5a7-421e-bb12-1e8f4d40274f, will keep trying until subscription expires". Zip will need to explain what that means (and if it's applicable to this issue).

We may also need to enable the debug logging for more detail about how the files are being processed. See my sig line for that as well.

When these videos are being played, look in the Serviio console and see if the playback indicator is red or green. Red indicates transcoding is in progress, while green means no transcoding. The debug log will show that as well, but it's a quicker way to see this way.
Dan

Panasonic ST30 Plasma, Samsung JU7100 4K TV, Sony BDP-S3500, Sharp 4K Roku TV, Insignia Roku TV, Roku 4, Ultra and Stick, Yamaha RX-V583 AVR.
Primary server: Intel i5-6400, 8 gig ram, Windows 10 Pro, 18 TB hard drive space | Test server Windows 7 Home Premium, AMD Phenom II X4 965, 8 gig ram

HOWTO: Enable debug logging HOWTO: Identify media file contents
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knollyb

Serviio newbie

Posts: 10

Joined: Thu Sep 13, 2018 1:21 pm

Post Sun Sep 30, 2018 7:04 pm

Re: File not supported message comes up while viewing video

Hello Dan, sorry for the late responses, but I'm just back from a short vacation. I am sending two files that I am hoping would help in resolving the problem being experienced. Incidentally, I don't know how to monitor the console as recommended by yourself.....
Attachments
Test Results.txt
(41.94 KiB) Downloaded 8 times
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knollyb

Serviio newbie

Posts: 10

Joined: Thu Sep 13, 2018 1:21 pm

Post Sun Sep 30, 2018 7:07 pm

Re: File not supported message comes up while viewing video

This is the latest results using the recommended debug feature........Thank you!
Attachments
Debug file.txt
(348.75 KiB) Downloaded 8 times
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atc98092

User avatar

DLNA master

Posts: 2906

Joined: Fri Aug 17, 2012 10:22 pm

Location: Washington (the state)

Post Sun Sep 30, 2018 9:35 pm

Re: File not supported message comes up while viewing video

knollyb wrote:This is the latest results using the recommended debug feature........Thank you!


I just searched this log and couldn't find an attempt to play anything back. I searched for any MP4 file, and also tried MKV. Can you tell me what you tried to play when you made the debug log? In fact, I can't even find the word PLAYBACK in the log, so there may not be a play attempt here. May need to try again.
Dan

Panasonic ST30 Plasma, Samsung JU7100 4K TV, Sony BDP-S3500, Sharp 4K Roku TV, Insignia Roku TV, Roku 4, Ultra and Stick, Yamaha RX-V583 AVR.
Primary server: Intel i5-6400, 8 gig ram, Windows 10 Pro, 18 TB hard drive space | Test server Windows 7 Home Premium, AMD Phenom II X4 965, 8 gig ram

HOWTO: Enable debug logging HOWTO: Identify media file contents
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knollyb

Serviio newbie

Posts: 10

Joined: Thu Sep 13, 2018 1:21 pm

Post Wed Oct 03, 2018 11:54 am

Re: File not supported message comes up while viewing video

Sending two files, one set on "DEBUG" and the other set on "INFO"
Attachments
Serviio Log2.txt
Set on INFO
(38.04 KiB) Downloaded 6 times
Serviio log.txt
Set on DEBUD
(117.47 KiB) Downloaded 10 times
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atc98092

User avatar

DLNA master

Posts: 2906

Joined: Fri Aug 17, 2012 10:22 pm

Location: Washington (the state)

Post Wed Oct 03, 2018 10:53 pm

Re: File not supported message comes up while viewing video

Sorry, I'm sounding like a broken record. :lol: The file is only a small portion of the actual log, and again has no playback entries. By default Serviio cuts the log into 500kb chunks, so there's likely a bunch of files in the Log folder. So, to change that, go into the same XML file you edited to change to debug mode and find this line:
  Code:
<param name="MaxFileSize" value="500KB" />

Throw another zero in there, so it's at least 5000KB. Debug logs get large fast, so you might even want to go larger.

Once you've done that, then stop the Serviio service, delete (or move out of the folder) all of the Serviio.log files in the Log folder, then restart the service. Now immediately go to your player and try to play something that has given you the error. Let it play until the error occurs, stop playback, and then stop the Serviio service again. Now you have a complete log from startup to shutdown. Edit the log config file back out of debug mode. Before you start the service again, take that debug log and zip it up (In Windows, right click the file and select Send To... Compressed (zipped) folder. That makes a compressed file in the same folder. Now you can delete the debug log and start the service again. Now upload that zipped file here and we'll try again.
Dan

Panasonic ST30 Plasma, Samsung JU7100 4K TV, Sony BDP-S3500, Sharp 4K Roku TV, Insignia Roku TV, Roku 4, Ultra and Stick, Yamaha RX-V583 AVR.
Primary server: Intel i5-6400, 8 gig ram, Windows 10 Pro, 18 TB hard drive space | Test server Windows 7 Home Premium, AMD Phenom II X4 965, 8 gig ram

HOWTO: Enable debug logging HOWTO: Identify media file contents
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knollyb

Serviio newbie

Posts: 10

Joined: Thu Sep 13, 2018 1:21 pm

Post Sat Oct 06, 2018 1:15 am

Re: File not supported message comes up while viewing video

Hi Dan, I hope that I have followed your instructions much better this time.
Attachments
Log1.zip
(265.63 KiB) Downloaded 4 times
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atc98092

User avatar

DLNA master

Posts: 2906

Joined: Fri Aug 17, 2012 10:22 pm

Location: Washington (the state)

Post Sat Oct 06, 2018 7:04 pm

Re: File not supported message comes up while viewing video

I think that one will do it. If you can identify the file name that you were watching, it might help speed the search.

Beyond that, we'll have to let Zip look it over, as I'm not really sure what to look for in there. He knows the expected responses and entries, so can more easily spot something out of whack.

In the meantime, I suggest experimenting with different profiles. For example, you might try one of the later Samsung profiles. You also might try the generic profile, which does no transcoding. The Roku 1080 and 4K TV profiles might be worth a shot as well (I don't know if your TV supports 4K). The Directv profile transcodes almost everything, so you could give it a shot as well, just to see if those files will play.
Dan

Panasonic ST30 Plasma, Samsung JU7100 4K TV, Sony BDP-S3500, Sharp 4K Roku TV, Insignia Roku TV, Roku 4, Ultra and Stick, Yamaha RX-V583 AVR.
Primary server: Intel i5-6400, 8 gig ram, Windows 10 Pro, 18 TB hard drive space | Test server Windows 7 Home Premium, AMD Phenom II X4 965, 8 gig ram

HOWTO: Enable debug logging HOWTO: Identify media file contents
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knollyb

Serviio newbie

Posts: 10

Joined: Thu Sep 13, 2018 1:21 pm

Post Sat Oct 06, 2018 9:53 pm

Re: File not supported message comes up while viewing video

Hi Dan, one of the mp4 videos was "Backstage Emmys". I will try other profiles although I also experienced the problems with "Generic DLNA profile" I also look forward to any further advice/recommendations from Zip. Thank you.
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knollyb

Serviio newbie

Posts: 10

Joined: Thu Sep 13, 2018 1:21 pm

Post Mon Nov 12, 2018 4:35 pm

Re: File not supported message comes up while viewing video

Hi Dan, I am pleased to report that the problems have been resolved using "Roku 4k TV" profile....Thank you!
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atc98092

User avatar

DLNA master

Posts: 2906

Joined: Fri Aug 17, 2012 10:22 pm

Location: Washington (the state)

Post Mon Nov 12, 2018 6:25 pm

Re: File not supported message comes up while viewing video

Great! :D
Dan

Panasonic ST30 Plasma, Samsung JU7100 4K TV, Sony BDP-S3500, Sharp 4K Roku TV, Insignia Roku TV, Roku 4, Ultra and Stick, Yamaha RX-V583 AVR.
Primary server: Intel i5-6400, 8 gig ram, Windows 10 Pro, 18 TB hard drive space | Test server Windows 7 Home Premium, AMD Phenom II X4 965, 8 gig ram

HOWTO: Enable debug logging HOWTO: Identify media file contents

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