Recent videos not playing on some browser clients
I just got info from relatives that they are unable to play videos on their two computers. This is new issue (about a week), nothing changed on server or client side except immich updates. Same videos are playing fine in mobile apps, or my own computers.
The issue is not affecting videos they themselves uploaded (automatically via mobile app) - those work fine even on their computers.
The issue is affecting videos from other users, even retroactively -- videos that played ok a month ago now experience the same issue.
Server is set to transcode
all videos to hvec + aac to mp4, original resolution, no hardware acceleration used. It has been like this for years, never had problem until about a week ago.
The issue is manifesting by: the video sound plays, but only the first frame of video is visible. Only 2 computers affected, some videos are playing fine. I confirmed they can play HEVC okay, so thats likely not an issue.
Can I somewhere see some logs to help me diagnose? Perhaps the commands used to transcode the vids, or to run the working and nonworking vid trough mediainfo to see differences in file that could result in some devices/browsers not eating it..
Problematic PCs: Windows 10 and Windows 11.
Non problematic PCs: Windows 10 and macos.
Mobile app never has any problems (its their go to solution now, to view video in there).
Latest version of immich 2.1.0,
Since videos play fine somewhere I dont think its a filesystem issue
docker compose and env vars didnt change past year
Logs: where do I get them?
Troubleshooting I tried:
Nothing basically. I just looked at the settings to verify all videos should be transcoding (and they are, I can hear fans spinning when uploading new files).
I tried reinstalling h265 codecs, and its still the same. The video after download plays okay in any player, including windows media player.
The issue is the same in both edge and chrome
Tried trough private window, still the same.7 Replies
:wave: Hey @Whoat,
Thanks for reaching out to us. Please carefully read this message and follow the recommended actions. This will help us be more effective in our support effort and leave more time for building Immich :immich:.
References
- Container Logs:
docker compose logs docs
- Container Status: docker ps -a docs
- Reverse Proxy: https://immich.app/docs/administration/reverse-proxy
- Code Formatting https://support.discord.com/hc/en-us/articles/210298617-Markdown-Text-101-Chat-Formatting-Bold-Italic-Underline#h_01GY0DAKGXDEHE263BCAYEGFJA
Checklist
I have...
1. :ballot_box_with_check: verified I'm on the latest release(note that mobile app releases may take some time).
2. :ballot_box_with_check: read applicable release notes.
3. :ballot_box_with_check: reviewed the FAQs for known issues.
4. :ballot_box_with_check: reviewed Github for known issues.
5. :ballot_box_with_check: tried accessing Immich via local ip (without a custom reverse proxy).
6. :ballot_box_with_check: uploaded the relevant information (see below).
7. :ballot_box_with_check: tried an incognito window, disabled extensions, cleared mobile app cache, logged out and back in, different browsers, etc. as applicable
(an item can be marked as "complete" by reacting with the appropriate number)
Information
In order to be able to effectively help you, we need you to provide clear information to show what the problem is. The exact details needed vary per case, but here is a list of things to consider:
- Your docker-compose.yml and .env files.
- Logs from all the containers and their status (see above).
- All the troubleshooting steps you've tried so far.
- Any recent changes you've made to Immich or your system.
- Details about your system (both software/OS and hardware).
- Details about your storage (filesystems, type of disks, output of commands like fdisk -l and df -h).
- The version of the Immich server, mobile app, and other relevant pieces.
- Any other information that you think might be relevant.
Please paste files and logs with proper code formatting, and especially avoid blurry screenshots.
Without the right information we can't work out what the problem is. Help us help you ;)
If this ticket can be closed you can use the /close command, and re-open it later if needed.
Successfully submitted, a tag has been added to inform contributors. :white_check_mark:So as Ive been waiting for any ideas of what might be an issue, today I got info that all videos now play okay..
Literally nothing changed.. /shrug
You wouldn't happen to be using cloudflare @Whoat ?
I am using cloudflare, but only for dns resolve. I dont use their tunels, nor ddos protection etc.
Also update: only one of the PCs now play videos, the other one still doesnt. Even after restarting both the PC and immich server..
@Mraedis
I've personally had recent windows updates bork my H265 playback so maybe that's it? :/
Hard to say, problematic people arent really tech savy, if updates happened, it would most likely be in the background without their knowledge.
But 2 affected pcs are win 10 and win 11, and I tried reinstalling h265 bundle from msstore, and verified downloaded videos are playing in windows media player.. so I dont think h265 is an issue..
That being said, the fact that sound plays and video is stuck on first frame (i guess thumbnail) would point strongly on issues with h265...
Browser support for h265 has always been weird due to licensing