How do I determine why a program won't play on a device.

smart-tv

#1

I have 2017 LG OLED app and TiVo Bolt (4k) and I have a collection that will play fine on the LG but not on the TiVo - delay followed by - There was a problem playing this item, The video did not start playing in time.

Plex Server is running in Ubuntu 16.04 on Xeon processor server

I would like to know where to look to find any recorded errors, but in case someone wants to provide feedback I can start with this information about a sample file:

H.264 4281 kbps (varies slightly per file) 1920 x 1080 Level 4.0 (TiVo set to recommended max 4.1)
MKV 24p (23.81fps) high profile
AAC 125 kbps lc profile

Emabled logging on client and downloaded logs, this is the best info I could find:

24, 2017 02:25:38.982 [0x7ff8cdbfe700] DEBUG - Content-Length of /Media/Video/Plex/TV Series/ShowNameHere.mkv is 1557680335.
Oct 24, 2017 02:25:39.034 [0x7ff8d6fff700] INFO - [ui-opera-tivo] [MDE] Augmented profile: { "directPlay": { "mp4": { "mimeType": "video/mp4", "video": { "codecs": { "h264": { "maxWidth": 1920, "maxHeight": 1080, "maxFrameRate": 30, "maxBitDepth": 8, "maxLevel": 41 }, "hevc": { "maxWidth": 3840, "maxHeight": 2160, "maxFrameRate": 60, "maxBitDepth": 8 } } }, "audio": { "codecs": { "aac": {}, "ac3": {} } } }, "mkv": { "mimeType": "video/x-matroska", "video": { "codecs": { "h264": { "maxWidth": 1920, "maxHeight": 1080, "maxFrameRate": 30, "maxBitDepth": 8, "maxLevel": 41 }, "hevc": { "maxWidth": 3840, "maxHeight": 2160, "maxFrameRate": 60, "maxBitDepth": 8 } } }, "audio": { "codecs": { "aac": {} } } } }, "directStream": { "video": { "codecs": { "h264": { "maxWidth": 1920, "maxHeight": 1080, "maxFrameRate": 30, "maxBitDepth": 8, "maxLevel": 41 }, "hevc": { "maxWidth": 3840, "maxHeight": 2160, "maxFrameRate": 60, "maxBitDepth": 8 } } }, "audio": { "codecs": { "aac": {} } } } }
Oct 24, 2017 02:25:39.093 [0x7ff8cdbfe700] INFO - [ui-opera-tivo] [MDE] Starting analysis of 1080 (mkv, h264, aac, 40, high)
Oct 24, 2017 02:25:39.194 [0x7ff8d6fff700] INFO - [ui-opera-tivo] [Player] Can direct stream? true (isAllowed: true)
Oct 24, 2017 02:25:39.214 [0x7ff8debfe700] DEBUG - Failed to stream media, client probably disconnected: 104 - Connection reset by peer
Oct 24, 2017 02:25:39.214 [0x7ff8debfe700] DEBUG - Completed: [192.168.1.172:42099] 200 GET


#2

Did you ever resolve this problem? I have a somewhat similar that I have not sorted out yet. Almost everything we have will play on all of our devices. However certain files will not work on the tivo even though from what I can tell they are encoded and formatted the same as those that do. I get the same "There was a problem playing this item, The video did not start playing in time." Of course a web search only returns 1.1 million hits for you to search through to attempt to resolve the issue.


#3

I have resolved some playback issues, but I have not found a good resource for "How to determine what the issue is" which is the best first step in resolving the issue.