topic Re: (KDL-40W605B) .MKV files crashing Media Player in Other TVs

(KDL-40W605B) .MKV files crashing Media Player

KitchenKnives — Thu, 31 Jul 2014 19:54:20 GMT

Hey all,

I've recently been trying to play a few .MKV files and getting odd results. Trying to play them from a USB stick or external HDD crashes Media Player every time with no error message. The file attempts to play and the controls/info banner appears at the bottom of the screen, then the screen cuts to black and I have to hit the Home button to get back to where I was.

Initially I figured they simply weren't supported, then strangely, the exact same files played perfectly when I streamed them to the TV via Plex or XBMC, but not Sony's Homestream software. Neither of the servers are transcoding the files (XBMC couldn't if it wanted to), so they should only be able to play because they're supported by the TV. If this is the case, why do they crash via every other method?

I'm thinking this is the kind of error that's only fixed by a software update, but it can't hurt to ask.

Re: (KDL-40W605B) .MKV files crashing Media Player

Anonymous — Fri, 01 Aug 2014 11:03:28 GMT

Hi there

Before jumping to assumptions here, I think we need more information on the file/s that are being played.

Can you please install a program called MediaInfo : HERE (its free). Open the video file through it, and post back all the details in text format. Don't worry, just edit any details that you think is not necessary (ie filename)

Cheers

Re: (KDL-40W605B) .MKV files crashing Media Player

KitchenKnives — Fri, 01 Aug 2014 11:47:07 GMT

Here you go!

General
Unique ID                                : 213186891530593394882397750387355987634 (0xA0624D43BEC81CAE8931BDC90D68AEB2)
Format                                   : Matroska
Format version                           : Version 4 / Version 2
File size                                : 201 MiB
Duration                                 : 21mn 32s
Overall bit rate mode                    : Variable
Overall bit rate                         : 1 304 Kbps
Encoded date                             : UTC 2013-02-08 16:21:05
Writing application                      : mkvmerge v6.0.0 ('Coming Up For Air') built on Jan 20 2013 09:52:00
Writing library                          : libebml v1.3.0 + libmatroska v1.4.0

Video
ID                                       : 2
Format                                   : AVC
Format/Info                              : Advanced Video Codec
Format profile                           : High@L4.0
Format settings, CABAC                   : Yes
Format settings, ReFrames                : 6 frames
Codec ID                                 : V_MPEG4/ISO/AVC
Duration                                 : 21mn 32s
Bit rate                                 : 1 172 Kbps
Width                                    : 1 280 pixels
Height                                   : 720 pixels
Display aspect ratio                     : 16:9
Frame rate mode                          : Constant
Frame rate                               : 23.976 fps
Color space                              : YUV
Chroma subsampling                       : 4:2:0
Bit depth                                : 8 bits
Scan type                                : Progressive
Bits/(Pixel*Frame)                       : 0.053
Stream size                              : 178 MiB (89%)
Writing library                          : x264 core 112
Encoding settings                        : cabac=1 / ref=6 / deblock=1:0:0 / analyse=0x3:0x113 / me=umh / subme=8 / psy=1 / psy_rd=1.00:0.00 / mixed_ref=1 / me_range=16 / chroma_me=1 / trellis=1 / 8x8dct=1 / cqm=0 / deadzone=21,11 / fast_pskip=1 / chroma_qp_offset=-2 / threads=6 / sliced_threads=0 / nr=0 / decimate=1 / interlaced=0 / constrained_intra=0 / bframes=6 / b_pyramid=2 / b_adapt=2 / b_bias=0 / direct=3 / weightb=1 / open_gop=0 / weightp=2 / keyint=240 / keyint_min=23 / scenecut=40 / intra_refresh=0 / rc_lookahead=50 / rc=2pass / mbtree=1 / bitrate=1172 / ratetol=1.0 / qcomp=0.60 / qpmin=3 / qpmax=51 / qpstep=4 / cplxblur=20.0 / qblur=0.5 / ip_ratio=1.40 / aq=1:1.00
Language                                 : English
Default                                  : Yes
Forced                                   : No
Color primaries                          : BT.709
Transfer characteristics                 : BT.709
Matrix coefficients                      : BT.709

Audio
ID                                       : 3
Format                                   : MPEG Audio
Format version                           : Version 1
Format profile                           : Layer 3
Mode                                     : Joint stereo
Mode extension                           : MS Stereo
Codec ID                                 : A_MPEG/L3
Codec ID/Hint                            : MP3
Duration                                 : 21mn 32s
Bit rate mode                            : Variable
Bit rate                                 : 123 Kbps
Minimum bit rate                         : 32.0 Kbps
Channel(s)                               : 2 channels
Sampling rate                            : 48.0 KHz
Compression mode                         : Lossy
Stream size                              : 19.0 MiB (9%)
Writing library                          : LAME3.99r
Encoding settings                        : -m j -V 5 -q 0 -lowpass 17 --vbr-new -b 32
Language                                 : English
Default                                  : Yes
Forced                                   : No

Text
ID                                       : 1
Format                                   : VobSub
Muxing mode                              : zlib
Codec ID                                 : S_VOBSUB
Codec ID/Info                            : The same subtitle format used on DVDs
Language                                 : English
Default                                  : Yes
Forced                                   : No

Menu
00:00:00.000                             : en:Chapter 1
00:02:29.358                             : en:Chapter 2
00:06:50.577                             : en:Chapter 3
00:12:19.030                             : en:Chapter 4
00:20:21.262                             : en:Chapter 5

Re: (KDL-40W605B) .MKV files crashing Media Player

Anonymous — Fri, 01 Aug 2014 12:12:27 GMT

Hi there

Thank you for posting the additional information. On the face of things, everything looks quite standard. However, looking more closer and comparing it to the supported codecs : HERE especially looking at the MKV container.

In the 4th column across from the left, is the supported audio codecs under the MKV container. There is no mention of MP3 or MPEG1L3. This 'might' be the cause. I stress MIGHT !

A suggestion. Use a program called Handbrake (also free) : HERE - convert the file, dont change the video format/codec, but re-encode the audio codec using AC3 instead (which is supported).

This would then either confirm what is causing the 'crashing' of the media player or at least ruling it out.

Hope this helps

Cheers

Re: (KDL-40W605B) .MKV files crashing Media Player

KitchenKnives — Tue, 05 Aug 2014 23:22:47 GMT

Hey,

I took a look at Handbrake but it doesn't appear to have a video passthrough option, so the video would end up being reencoded anyway. I've kinda given up on playing that particular file, PC will have to do.

Since I'm here, I've also had a few more problems since. The support for .MKV seems pretty bad, with some of them crashing Media Player and then completely freezing up my TV and remote. When this happens, not even putting the TV into standby is enough to bring it back and I'm forced to switch everything off at the socket.

Am I just coincidentally playing a string of unlucky files or is the support really this shaky?

Edit: It's worse than I thought, .MKV files that once worked now don't. When I first got the TV they'd say "content not supported" but play regardless, then after updating they played just fine... now nothing. I don't think I've updated anything at all since they were working, they've just stopped.

Re: (KDL-40W605B) .MKV files crashing Media Player

Anonymous — Wed, 06 Aug 2014 11:23:42 GMT

Hi there

Can you try a Factory Reset of the TV please - you never know.

Let me know if that works anyhow?

Also, another thread that you may be interested in is :

http://community.sony.co.uk/t5/televisions/kdl50w829b-media-player-crashing-when-connecting-external-hdd/m-p/1720095#M21030

Cheers

Re: (KDL-40W605B) .MKV files crashing Media Player

Anonymous — Mon, 11 Aug 2014 12:16:14 GMT

@KitchenKnives

Hi there

Did you manage to do a Factory Reset by any chance? Are you also on the latest firmware? Just curious to know how you are getting on and is it still an issue?

Cheers

Re: (KDL-40W605B) .MKV files crashing Media Player

KitchenKnives — Mon, 11 Aug 2014 14:44:53 GMT

Hey,

I did a factory reset this morning. I'll try to walk you through what happened.

After the reset I plugged in my portable drive.

I have multiple folders of MKV files, some had thumbnails and some didn't, likely due to encoding differences.

The files showing thumbnails played just fine, albeit with a "Content not supported" message, which I can remove by hitting the subtitles button and using the "No subtitles available" message to clear it.

I then tried to play a file without a thumbnail and got a black screen, booted back to Media Player where my TV became unresponsive.

I turned off the TV and power supply, then turned them back on.

Now none of my MKV files show thumbnails, including the ones that did previously. The ones that worked a moment ago now also cause the TV to freeze.

Re: (KDL-40W605B) .MKV files crashing Media Player

Anonymous — Mon, 11 Aug 2014 20:18:40 GMT

Hi there

Unfortunately I cannot resolve this problem and have no other suggestions at the moment. However I have reported this thread to Sony Support as an escalation in the hopes that they can resolve it (also in conjunction with another thread of very similar symptoms).

When I hear anything, Ill reply back in this thread.

Cheers

Re: (KDL-40W605B) .MKV files crashing Media Player

Anonymous — Wed, 20 Aug 2014 10:37:33 GMT

Hi @KitchenKnives

The TV Engineers have responsed with an answer. They say that the issue is with individual MKV files with certain conditions when it has been encoded. Unfortunately the exact problem is rather cryptic and I cannot post it.

However they have suggested the following solution/work-around:

Using a program called MKVToolNix : HERE - remux the specific MKV files.

Ive not used this program before, so....

My next question to them was : Will they issue a FW update to prevent certain 'error' files from totally crashing the TV - I await the answer.

Cheers

Re: (KDL-40W605B) .MKV files crashing Media Player

KitchenKnives — Wed, 20 Aug 2014 15:11:32 GMT

Hi,

Thanks for your help. I've just responded to a support email providing them with futher information about my set up. Hopefully it'll help them fix the issue.

I've used MKVToolNix before, but only following online tutorials, so I'm not sure I'd know exactly what to do without help. I'll take a look at it later tonight and see if I can figure something out.

Thanks again!

Re: (KDL-40W605B) .MKV files crashing Media Player

KitchenKnives — Tue, 02 Sep 2014 16:08:36 GMT

So, two weeks later I get a reply asking for more information, including a photo of the error. To be honest I'm not sure I care about it enough to keep going with this. I could take a photo, but it would be of a black screen and/or the generic app crash message. They must know what their own error messages look like.

Either way, it'd mean intentionally crashing my TV again and resetting the entire thing to default, then setting it all up again. It's easier for me just to watch these files on PC.

Apologies if this was leading to a potential fix anybody else was waiting on, but I can't help any more.

Re: (KDL-40W605B) .MKV files crashing Media Player

mprzycho — Mon, 22 Dec 2014 20:46:42 GMT

I got the same problem with mkv hanging my 50w829.

I confirm that the problem is when I try to open file that has no thumbnail (yet - maybe it is still loading)..

The TV freezes and it only starts working when I unplug the power.

On one of files I saw that it was freezing TV at first time (when there was no thumbnail), but after going to that file next time it has thumbnail and it was working ok.

Even when I select File Options > File information on such File the TV freezes and I get Media Player unfortunately stoped message.

When the fix to that error will be available?

Re: (KDL-40W605B) .MKV files crashing Media Player

MrPillze — Tue, 23 Dec 2014 19:26:47 GMT

As others have pointed out this is more likely a problem with the way the mkv's were encoded or put together, i remux all my mkv's for compatibility purposes, and there are alot of badly encoded/created mkv's out there Ive found that certain languages of subtitles can cause problems with the .mkv container and also something called header stripping can also cause them to not play.

There is nothing actually wrong with the video and audio, its more likely the way that the container around the video and audio has been created, so as pointed out earlier using mkvtoolnix to remux the mkv can solve alot of problems, failing that then handbrake will fix it!

.mkv is like a box with the audio,video and subtitles contained inside

This is a great program that uses mkvtoolnix in the background to remux mkvs, it also adds a couple of compatibility fixes as they rebuild! it also allows you to remove foreign audio and subs which can save you ALOT of space

http://code4effect.com/

Hope this helps !

Re: (KDL-40W605B) .MKV files crashing Media Player

mprzycho — Tue, 23 Dec 2014 21:53:55 GMT

I understand that MKV may cause problems but TV software should handle those problems and display appropriate message, instead of crash requiring unplugging of TV.

There is also something not working well in TV software, because in some cases it works with the same MKV file and sometimes not.

So I think there should be some fix from Sony for one/both of these problems:

1) to prevent from crashing Media Player and TV

2) to display content of MKV files that have no thumbnail yet (are not fully loaded by list view in media player)

Re: (KDL-40W605B) .MKV files crashing Media Player

thorbarry — Sun, 11 Jan 2015 13:01:47 GMT

Sorry to dig up an old thread, did you get anywhere with this?

I am having a smiilar issue with certain MKV's. They seem to stop half way through and say "content not supported". I notice the ones they are happening on are all by the same uploader. Any help would be great, I can submit a new topic if needs be.

Details on the file are here

Format : Matroska
Format version : Version 2
File size : 812 MiB
Duration : 21mn 34s
Overall bit rate : 5 265 Kbps
Writing application : x264.exe
Writing library : mkv2rls x264-tv version built on 2011. febr. 17

Video
ID : 1
Format : AVC
Format/Info : Advanced Video Codec
Format profile : High@L4.1
Format settings, CABAC : Yes
Format settings, ReFrames : 5 frames
Codec ID : V_MPEG4/ISO/AVC
Duration : 21mn 34s
Bit rate : 4 712 Kbps
Width : 1 280 pixels
Height : 720 pixels
Display aspect ratio : 16:9
Frame rate mode : Constant
Frame rate : 23.976 fps
Color space : YUV
Chroma subsampling : 4:2:0
Bit depth : 8 bits
Scan type : Progressive
Bits/(Pixel*Frame) : 0.213
Stream size : 727 MiB (90%)
Writing library : x264 core 142 r2491 24e4fed
Encoding settings : cabac=1 / ref=5 / deblock=1:-2:-2 / analyse=0x3:0x113 / me=umh / subme=8 / psy=1 / psy_rd=1.05:0.00 / mixed_ref=1 / me_range=16 / chroma_me=1 / trellis=1 / 8x8dct=1 / cqm=0 / deadzone=21,11 / fast_pskip=1 / chroma_qp_offset=-2 / threads=18 / lookahead_threads=3 / sliced_threads=0 / nr=0 / decimate=1 / interlaced=0 / bluray_compat=0 / constrained_intra=0 / bframes=3 / b_pyramid=2 / b_adapt=2 / b_bias=0 / direct=3 / weightb=1 / open_gop=0 / weightp=2 / keyint=250 / keyint_min=23 / scenecut=40 / intra_refresh=0 / rc_lookahead=50 / rc=crf / mbtree=1 / crf=18.0 / qcomp=0.60 / qpmin=0 / qpmax=69 / qpstep=4 / ip_ratio=1.40 / aq=1:1.10
Language : English
Default : Yes
Forced : No

Audio
ID : 2
Format : AC-3
Format/Info : Audio Coding 3
Mode extension : CM (complete main)
Format settings, Endianness : Big
Codec ID : A_AC3
Duration : 21mn 34s
Bit rate mode : Constant
Bit rate : 448 Kbps
Channel(s) : 6 channels
Channel positions : Front: L C R, Side: L R, LFE
Sampling rate : 48.0 KHz
Bit depth : 16 bits
Compression mode : Lossy
Stream size : 69.1 MiB (9%)
Language : English
Default : Yes
Forced : No

Re: (KDL-40W605B) .MKV files crashing Media Player

Anonymous — Sun, 11 Jan 2015 16:58:06 GMT

Hi there

Unfortunately this problem has still not been resolved fully. The work around is to remux the audio and video again. Or just convert it via a program called 'Handbrake'. Alternatively, re-download said files from another source.

Cheers

Re: (KDL-40W605B) .MKV files crashing Media Player

thorbarry — Sun, 11 Jan 2015 17:58:36 GMT

That's a shame. I wonder if it will be addressed in future firmware updates. Thanks anyway

Re: (KDL-40W605B) .MKV files crashing Media Player

__daz__ — Mon, 26 Jan 2015 19:29:25 GMT

Hello,

I just purchased a brand new KDL-42W705B TV set and having this very same issue. The TV Media Player just stops working whilst browsing my video directories and trying to play one of the files (either AVI o MKV). The message I get is "Unfortunately the Media Player has stopped" popup. Afterwards, I can't play anything, even files that correctly played before and stumble in the same error message. The only way to come unstuck from this unpleasant situation is either to reset the system to factory defaults or pull out the power cord. This is pretty unaccetable.

Now, I can understand that maybe some files are not recognized (even if an ancient 30$ chinese media player hardware plays merrily the offending files), but the Media Player app should just tell me "Sorry can't play this" without requiring me to pull out the cord!

Is there any forecast for a firmware update that solves such serious bug ?

If needed, I can help in reproducing the issue so to speed up the software fix.

Thanks for your attention

Best Regards

David S.

Re: (KDL-40W605B) .MKV files crashing Media Player

nrendulic — Sun, 22 Feb 2015 20:54:53 GMT

This is really frustrating... more then 50% of files I'm trying to play from USB hard disk gots frozen, crashes the Media Player and gives message "Playback not available"... ironically playback starts properly but crashes sometimes after few minutes or if I'm lucky after 30 minutes.

Please are the any news when new version of firmare will get released, and is fix for this definitelly on the roadmap?