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#1  May 15, 2019 - 6:19pm
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As I understand it, the Apple TV 4k and Infuse 6 both support HEVC 2.65 10 bit. My MKV videos in this format play just fine in VLC player on the Apple TV, so I know its streaming ok, but they will not play in Infuse. Does anyone have any suggestions? Thanks!

  May 15, 2019 - 7:57pm
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Are you using the free version or have you subscribed?

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  May 15, 2019 - 8:16pm
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I have the pro version. 6, latest build...

  May 15, 2019 - 8:17pm
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What error message do you get?

EDITED TO ADD: Can you download this file and see if you can play it? http://jell.yfish.us/media/jellyfish-3-mbps-hd-hevc-10bit.mkv

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  May 15, 2019 - 8:44pm
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"An error occurred playing this content". The video never played. I've read about some videos playing and then stopping, but mine never start. H.264 versions play fine.

  May 15, 2019 - 8:47pm
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Does it do the same for the video I linked to?

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  May 15, 2019 - 8:55pm
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Same message for the jellyfish video: "an error occurred loading this content." VLC player plays it with no problem....

  May 15, 2019 - 9:00pm
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Could you try restarting your ATV?

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  May 15, 2019 - 9:18pm
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have done that several times over the last couple days that I have been looking at this problem...

  May 15, 2019 - 9:21pm
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Does it play other types of video? if so you may want to consider deleting and reinstalling Infuse.

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  May 15, 2019 - 9:31pm
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It plays everything else fine. I have not tried reinstalling infuse so I will try that tomorrow and let you know - thank you!

  May 16, 2019 - 8:09am
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Can you send in a report so we can look further into this?

https://support.firecore.com/hc/en-us/articles/215090927-Troubleshooting...

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  May 16, 2019 - 9:34am
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Will do, this afternoon after work. Thanks! Fyi, I did uninstall/reinstall with no luck.

  May 16, 2019 - 7:35pm
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I just sent diagnostics. code is 2EP6A

  May 16, 2019 - 7:56pm
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interesting thing to note, I just installed Infuse on my phone and the h.265 files play just fine. Just won't play on Infuse on the Apple TV.

  May 16, 2019 - 8:04pm
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  aljcomputer wrote:

interesting thing to note, I just installed Infuse on my phone and the h.265 files play just fine. Just won't play on Infuse on the Apple TV.

Probably a better processor in your iPhone. The 4th gen ATV 4 had an A8 processor where the 5th gen ATV4K has a A10X processor What model iPhone?

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  May 16, 2019 - 8:17pm
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its an iPhone 8. Apple TV is the newer ATV 4K. The files do play on VLC player on the Apple TV just fine.

  May 16, 2019 - 8:23pm
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  aljcomputer wrote:

its an iPhone 8. Apple TV is the newer ATV 4K. The files do play on VLC player on the Apple TV just fine.

Sorry bout that, got your issue confused with another user that had a ATV 4 with the older processor and wasn't playing the x265 files well. My bad.

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  May 16, 2019 - 8:25pm
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It looks like you are using UPnP. At times, UPnP devices can reorganize videos which can cause a delay in the updated files being available in Infuse. In essence, Infuse is seeing the old links and displays an error when it tries to play them.

If possible, you may consider removing the UPnP share and connecting via SMB or NFS. This should be much more reliable, and also allow you to use the advanced Library features in Infuse.

Infuse 6 for iOS and Apple TV is now available!

  May 16, 2019 - 8:32pm
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You'll have to excuse any ignorance here, but I thought I was using DLNA. I use Serviio on a Synology NAS for Streaming. I'm not sure how Universal Plug and Play would be involved. thanks!

  May 16, 2019 - 8:35pm
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Sorry. UPnP and DLNA are very similar, and these servers can move things at times which can cause temporary issues like this in Infuse and other apps.

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  May 16, 2019 - 8:55pm
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OK, I have disabled UPnP on my router, than removed my share and metadata in Infuse. Then rebooted ATV 4K and re-added everything. The H.265 files still don't play. Everything else plays fine...

  May 16, 2019 - 9:58pm
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  aljcomputer wrote:

OK, I have disabled UPnP on my router, than removed my share and metadata in Infuse. Then rebooted ATV 4K and re-added everything. The H.265 files still don't play. Everything else plays fine...

You’ll have to add the share as SMB or NFS. Turn off serviio. This will not be used for streaming content to your AppleTV.

  May 17, 2019 - 12:44pm
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Correct. As Jarvis mentioned, you'll get the best experience in Infuse if you avoid using UPnP/DLNA apps like Serviio, and just connect directly using SMB or NFS.

This will allow Infuse to access your files directly, instead of a server app like Serviio which is effectively providing a list of files it has already scanned to Infuse.

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  May 17, 2019 - 3:19pm
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While I understand what you're saying, I don't really think its a solution to the problem I'm experiencing. My Serviio setup works great and has never had an issue playing files with Infuse, or any other client I've used. As I mentioned, these particular files play just fine right now on VLC, LocalCast, etc., on the Apple TV 4K. They also play just fine on Infuse on my iPhone8. So Serviio is doing its job. It only does not play on Infuse on my Apple TV 4k. Infuse is the FAR superior client though so I definitely want to find the reason why its happening. Thanks!

  May 17, 2019 - 3:23pm
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one more thing - last night I took the h.265 files that were having problems in Infuse, and converted them to h.264 using a media converter, and then they played fine. So definitely something about these files that Infuse does not like. Just odd that they play on other clients on the same Apple TV 4K and on Infuse on my phone....

  May 17, 2019 - 3:29pm
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  aljcomputer wrote:

one more thing - last night I took the h.265 files that were having problems in Infuse, and converted them to h.264 using a media converter, and then they played fine. So definitely something about these files that Infuse does not like. Just odd that they play on other clients on the same Apple TV 4K and on Infuse on my phone....

For fun, can you try duplicating one of these videos and placing it in the same location as the h.264 version to see if there is any difference?

Also, if you're in the mood, you can upload one of the h.265 videos for us to review using the link below. This will allow us to test it here and see if there's anything fishy going on.

https://upload.firecore.com

Infuse 6 for iOS and Apple TV is now available!

  May 17, 2019 - 5:16pm
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FYI - I removed the DLNA share and added an SMP share and the videos play fine.

  May 17, 2019 - 5:20pm
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I have basically been testing with the Jellyfish video that NC Bullseye gave me. Its small and easy to work with. I uploaded the H.265 version and the H.264 converted copy for you. Its good to know that the SMB option works as a backup, but this issue is intriguing nonetheless. I haven't tested how .srt subtitle files are going to work via SMB though... thanks!