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Help! - Movie has stopped playing

P

phcjpp

Active member
Hi Guys,

I have 3u and 1u servers and various M300/M500 players and M700 vaults.

For the longest time i have had Bee-Movie on there for the kids. They must have watched it 20 times. Now suddenly it has stopped playing and just stutters and stalls. Interestingly the same effect seems to happen when trying to play the blu-ray directly.

All other films work fine on the same player.

Any ideas ?

Ta
Chris
 
Interesting that other films are fine. Initially, I'd try deleting the film off of the Server and reimporting (delete completely, i.e. first to the trash, then empty the trash). Of course that doesn't address the fact that direct playback is an issue as well, but I'd still do that first, then test playback. If the Player has the same issue for both direct disc playback and Server playback, I'd look at networking (switch/router/connections, etc), but here again you have oddity in that "other" discs playback without issue.

I'd still try those, and of course, completely power down the Player (unplug from recepticle for 30 sec), power back up and try playback again (you might want to do this before deleting the content).

Start with that, and contact your dealer (or K support).


Jim
 
OK - deleted, ejected, trashed and now re-importing. Will report back.

And agreed - this is seriously weird.

Chris
 
Good luck!

If that doesn't work I'd have K look at the logs for your components to determine the likely cause. It is helpful to know the date and time the errors occurred, this helps K get to the specific problem reported in the logs.


Jim
 
I've also had stutter/stalls on movies that I successfully watched before. Try unplugging the player from the wall (powering off isn't good enough), and plugging it back in. It worked for me, and a few others I've chatted with. K support recommended this to me after I checked the network router, cables, HDMI cables, etc. When I unplugged the offending player, and watched through my vault instead, everything was fine, so I knew it wasn't the server.
 
Which server is the movie on and have you tried playing other movies back from that same server?

My initial reaction is the same as Jims- likely network.

Before you go and replace any equipment, Ive had a few times when I thought something was bad only to discover it was a wire that went bad. This has happened mostly with HDMI wires but a few times with network cables. It does happen though I don't see why but Im no engineer.
 
JerryL said:
.......thought something was bad only to discover it was a wire that went bad. This has happened mostly with HDMI wires but a few times with network cables. It does happen though I don't see why but Im no engineer.
Click to expand...


Good point Jerry, this is often overlooked. HDMI cables can "fail."



Jim
 
A common failure point for cables is the plug/socket interface. If possible I always try to ensure all cables are supported and no stress is put on the plug/socket interface.

Good cable management.... an often under appreciated area of endeavour.
 
Weirder and weirder. The Crestron guys that did all the installation actually gave me 2 players on the downstairs system (Denon HDMI amp + large Panny TV).

Bee movie won't work (stutters) on the normal player but works fine on the second.

The 'normal' player is local straight into the amp whereas the second comes over crestron digital connection.

The normal players plays all other films perfectly well.

Thoughts ?

Ta
C
 
A normal player is a M300/M500?

At the moment some of your players are connected via a traditional wired Cat5/6 network and some players are utilising a Crestron Digital (Media?) system. Is this correct?

The Bee movie is OK using Crestron connected players but not your Cat5/6 connected players?

Network / switch problem?
 
Yep that's it.
The normal is M300 and the Crestron Digital Media is a M500.
The M300 is via a Cisco gigabit cat5 connected switch just for K stuff (all K and only K connected to same switch). Everything is wired point to point from the switch.

You would guess network switch but then all the other movies on the M300 play fine.

Chris
 
I have reported a similar issue to this to Kaleidescape Support. They have been able to replicate it in Sunnyvale, the system logs do not capture anything useful that might account for the behavior. The issue is content specific. It is now being investigated by Kaleidescape Engineering in Canada.
 
phcjpp said:
Yep that's it.
...You would guess network switch but then all the other movies on the M300 play fine.
Click to expand...

You all probably know this anyway, but a player can be connected directly to a server to help isolate a switch as being the problem. You are of course then limited to using the IR remote to control the player in this configuration.
 
Chris -- have you unplugged the player and cycled the power? I had exactly the same issue and solved it this way.

Tony
 
Hi Guys,

Just had it happen again - on ponyo this time. Again its pretty clear it is content specific and also something to do perhaps with my network. I will try a reboot as tony suggest to see if it clears it. Its very repeatable (as it depends on the content only - some films are fine). Perhaps a bandwidth issue ?

Chris
 
phcjpp said:
?...Perhaps a bandwidth issue ?
Click to expand...

I wouldn't have thought so. BR playback only uses about 20% of the bandwidth of the port on a gig switch. Are you using a managed switch? If so open up the web UI for the switch and check whether flood control is enabled. If not, enable it and see if that has any effect. Also try connecting the player direct to the server (as I suggested earlier) which will bypass all your network hardware.
 
Could the drive(s) in the server the movies reside on be just starting to fail? (shot in the dark question).
 
Dont think so Jerry as it plays perfectly on the other player. Unfortunately its not easy for me to rewire the suspect player to remove th switch - will be trying the old on/off tonight though!

Chris
 
Based on the issue, I was pretty certain that I had problems with a hard drive. A networking/router or cabling issue would not explain why this only happened on certain movies and not others, that it occurred with movies which had been watched in the past without issue, and it was 100% repeatable.

The final troubleshooting step that I took was the clincher -- I unplugged the offending M500's ethernet and HDMI cables from the back of the unit but I left the other ends hooked up to the same router port and HDMI port on my processor. I re-plugged them into the back of my M700 and the offending movies worked like a charm -- I couldn't believe it.

Once I removed/restored power from the M500 by unplugging the power cord from the back, it was all-good. The only thing that I can think of that would explain this is maybe the player maintains some kind of internal memory/meta data about movies that have been watched, and somehow it got corrupted, and removing the power reset the temp memory. Dunno.

The same thing happened to BigHat (Matt) and he solved it the same way. "Weird" is right!
 
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