Error when trying to open large video files

I changed my TV (4k, compatible Dolby ATMOS), so I am trying to read larger files from my NAS. Unfortunately, these files cannot be played via Infuse. The following error is displayed just when clicking on Play:
An error occurred
An error occured when loading the contents

No issue in the library (they are added to it and metadata is fetched)

Apple TV A1842 32 GB
tvOS 16.1 (20K71)
Infuse 7.4.8 4299 (just updated, issue was present with earlier version)
File: 2160p, between 25 GB and 70 GB, accessed via ethernet and SMB share on NAS

For one of the files, I can read it via Infuse on a MacBook, for others, I have the same issues on the MacBook, but no issue reading the files with VLC.

Can you help me to identify how to get Infuse working for these files?

Thanks for your support

Maybe run one of the problem files that doesn’t work anywhere through mediainfo and post the results here?

1 Like

Here is one file that does not play on Infuse neither on atv or on MacBook, but is working on VLC on the MacBook.

General
Unique ID                                : 285434462179017956100496112488789620994 (0xD6BCAD8373F8155BE155E7A84080B902)
Complete name                            : *.UHD.2160P.Bluray.DTS-HD.MA5.1.DoVi.HEVC.X265-FZHD.mkv
Format                                   : Matroska / 2160p Bluray Dolby Vision
Format version                           : Version 4
File size                                : 37.9 GiB
Duration                                 : 1 h 56 min
Overall bit rate mode                    : Variable
Overall bit rate                         : 46.4 Mb/s
Writing application                      : ATEME Titan File 3.9.6 (4.9.6.2)
Writing library                          : ATEME Titan File 3.9.6 (4.9.6.2)
Cover                                    : Yes
Attachments                              : cover.jpg
Encoder / Releaser                       : HEVCode / FZHD Group

Video #1
ID                                       : 1
Format                                   : HEVC
Format/Info                              : High Efficiency Video Coding
Format profile                           : Main 10@L6.2@High
HDR format                               : Dolby Vision, Version 1.0, dvhe.08.06, BL+RPU, HLG compatible / SMPTE ST 2086, HDR10 compatible
Codec ID                                 : V_MPEGH/ISO/HEVC
Duration                                 : 1 h 56 min
Bit rate                                 : 41.4 Mb/s
Width                                    : 3 840 pixels
Height                                   : 2 076 pixels
Display aspect ratio                     : 1.85:1
Frame rate mode                          : Variable
Frame rate                               : 23.976 (24000/1001) FPS
Color space                              : YUV
Chroma subsampling                       : 4:2:0
Bit depth                                : 10 bits
Bits/(Pixel*Frame)                       : 0.217
Stream size                              : 33.8 GiB (89%)
Title                                    : Highlander.1986.UHD.2160P.Bluray.DTS-HD.MA5.1.DoVi.HEVC.X265-FZHD
Language                                 : English
Default                                  : Yes
Forced                                   : No
Color range                              : Limited
Color primaries                          : BT.2020
Transfer characteristics                 : PQ / HLG
Matrix coefficients                      : BT.2020 non-constant
Mastering display color primaries        : BT.2020
Mastering display luminance              : min: 0.0001 cd/m2, max: 1000 cd/m2

Video #2
ID                                       : 2
Format                                   : HEVC
Format/Info                              : High Efficiency Video Coding
Format profile                           : Main 10@L5.1@High
HDR format                               : Dolby Vision, Version 1.0, dvhe.08.03, BL+RPU, HDR10 compatible / SMPTE ST 2086, HDR10 compatible
Codec ID                                 : V_MPEGH/ISO/HEVC
Duration                                 : 1 h 56 min
Bit rate                                 : 70.1 kb/s
Width                                    : 1 920 pixels
Height                                   : 1 080 pixels
Display aspect ratio                     : 16:9
Frame rate mode                          : Constant
Frame rate                               : 23.976 (24000/1001) FPS
Color space                              : YUV
Chroma subsampling                       : 4:2:0 (Type 2)
Bit depth                                : 10 bits
Bits/(Pixel*Frame)                       : 0.001
Stream size                              : 58.5 MiB (0%)
Title                                    : Dolby Vision - Highlander.1986.UHD.2160P.Bluray.DTS-HD.MA5.1.DoVi.HEVC.X265-FZHD
Language                                 : English
Default                                  : Yes
Forced                                   : No
Color range                              : Limited
Color primaries                          : BT.2020
Transfer characteristics                 : PQ
Matrix coefficients                      : BT.2020 non-constant
Mastering display color primaries        : BT.2020
Mastering display luminance              : min: 0.0001 cd/m2, max: 1000 cd/m2

Audio #1
ID                                       : 3
Format                                   : DTS XLL
Format/Info                              : Digital Theater Systems
Commercial name                          : DTS-HD Master Audio
Codec ID                                 : A_DTS
Duration                                 : 1 h 56 min
Bit rate mode                            : Variable
Bit rate                                 : 3 961 kb/s
Channel(s)                               : 6 channels
Channel layout                           : C L R Ls Rs LFE
Sampling rate                            : 48.0 kHz
Frame rate                               : 93.750 FPS (512 SPF)
Bit depth                                : 24 bits
Compression mode                         : Lossless
Delay relative to video                  : 5 ms
Stream size                              : 3.23 GiB (9%)
Title                                    : English DTS-HD.MA 5.1
Language                                 : English
Default                                  : Yes
Forced                                   : No

Audio #2
ID                                       : 4
Format                                   : AC-3
Format/Info                              : Audio Coding 3
Commercial name                          : Dolby Digital
Codec ID                                 : A_AC3
Duration                                 : 1 h 56 min
Bit rate mode                            : Constant
Bit rate                                 : 640 kb/s
Channel(s)                               : 2 channels
Channel layout                           : L R
Sampling rate                            : 48.0 kHz
Frame rate                               : 31.250 FPS (1536 SPF)
Compression mode                         : Lossy
Stream size                              : 534 MiB (1%)
Title                                    : English Stereo AC3
Language                                 : English
Service kind                             : Complete Main
Default                                  : No
Forced                                   : No

Text #1
ID                                       : 5
Format                                   : PGS
Codec ID                                 : S_HDMV/PGS
Codec ID/Info                            : Picture based subtitle format used on BDs/HD-DVDs
Duration                                 : 1 h 55 min
Bit rate                                 : 28.0 kb/s
Frame rate                               : 0.352 FPS
Count of elements                        : 2450
Stream size                              : 23.2 MiB (0%)
Language                                 : English
Default                                  : No
Forced                                   : No

Text #2
ID                                       : 6
Format                                   : PGS
Codec ID                                 : S_HDMV/PGS
Codec ID/Info                            : Picture based subtitle format used on BDs/HD-DVDs
Duration                                 : 1 h 55 min
Bit rate                                 : 17.3 kb/s
Frame rate                               : 0.248 FPS
Count of elements                        : 1728
Stream size                              : 14.3 MiB (0%)
Language                                 : French
Default                                  : No
Forced                                   : No

Text #3
ID                                       : 7
Format                                   : PGS
Codec ID                                 : S_HDMV/PGS
Codec ID/Info                            : Picture based subtitle format used on BDs/HD-DVDs
Duration                                 : 1 h 53 min
Bit rate                                 : 32.9 kb/s
Frame rate                               : 0.325 FPS
Count of elements                        : 2216
Stream size                              : 26.8 MiB (0%)
Language                                 : French
Default                                  : No
Forced                                   : No

Text #4
ID                                       : 8
Format                                   : PGS
Codec ID                                 : S_HDMV/PGS
Codec ID/Info                            : Picture based subtitle format used on BDs/HD-DVDs
Duration                                 : 1 h 52 min
Bit rate                                 : 20.3 kb/s
Frame rate                               : 0.221 FPS
Count of elements                        : 1490
Stream size                              : 16.3 MiB (0%)
Language                                 : Italian
Default                                  : No
Forced                                   : No

Text #5
ID                                       : 9
Format                                   : PGS
Codec ID                                 : S_HDMV/PGS
Codec ID/Info                            : Picture based subtitle format used on BDs/HD-DVDs
Duration                                 : 1 h 52 min
Bit rate                                 : 17.0 kb/s
Frame rate                               : 0.256 FPS
Count of elements                        : 1726
Stream size                              : 13.7 MiB (0%)
Language                                 : Chinese
Default                                  : No
Forced                                   : No

Text #6
ID                                       : 10
Format                                   : PGS
Codec ID                                 : S_HDMV/PGS
Codec ID/Info                            : Picture based subtitle format used on BDs/HD-DVDs
Duration                                 : 1 h 52 min
Bit rate                                 : 37.8 kb/s
Frame rate                               : 0.276 FPS
Count of elements                        : 1858
Stream size                              : 30.4 MiB (0%)
Language                                 : Chinese
Default                                  : No
Forced                                   : No

Text #7
ID                                       : 11
Format                                   : PGS
Codec ID                                 : S_HDMV/PGS
Codec ID/Info                            : Picture based subtitle format used on BDs/HD-DVDs
Duration                                 : 1 h 52 min
Bit rate                                 : 20.6 kb/s
Frame rate                               : 0.226 FPS
Count of elements                        : 1526
Stream size                              : 16.5 MiB (0%)
Language                                 : Portuguese
Default                                  : No
Forced                                   : No

Text #8
ID                                       : 12
Format                                   : PGS
Codec ID                                 : S_HDMV/PGS
Codec ID/Info                            : Picture based subtitle format used on BDs/HD-DVDs
Duration                                 : 1 h 55 min
Bit rate                                 : 26.0 kb/s
Frame rate                               : 0.314 FPS
Count of elements                        : 2182
Stream size                              : 21.5 MiB (0%)
Language                                 : Portuguese
Default                                  : No
Forced                                   : No

Text #9
ID                                       : 13
Format                                   : PGS
Codec ID                                 : S_HDMV/PGS
Codec ID/Info                            : Picture based subtitle format used on BDs/HD-DVDs
Duration                                 : 1 h 56 min
Bit rate                                 : 23.2 kb/s
Frame rate                               : 0.305 FPS
Count of elements                        : 2126
Stream size                              : 19.2 MiB (0%)
Language                                 : Romanian
Default                                  : No
Forced                                   : No

Text #10
ID                                       : 14
Format                                   : PGS
Codec ID                                 : S_HDMV/PGS
Codec ID/Info                            : Picture based subtitle format used on BDs/HD-DVDs
Duration                                 : 1 h 52 min
Bit rate                                 : 19.3 kb/s
Frame rate                               : 0.221 FPS
Count of elements                        : 1490
Stream size                              : 15.5 MiB (0%)
Language                                 : Spanish
Default                                  : No
Forced                                   : No

Text #11
ID                                       : 15
Format                                   : PGS
Codec ID                                 : S_HDMV/PGS
Codec ID/Info                            : Picture based subtitle format used on BDs/HD-DVDs
Duration                                 : 1 h 52 min
Bit rate                                 : 19.2 kb/s
Frame rate                               : 0.201 FPS
Count of elements                        : 1354
Stream size                              : 15.4 MiB (0%)
Language                                 : Croatian
Default                                  : No
Forced                                   : No

Text #12
ID                                       : 16
Format                                   : PGS
Codec ID                                 : S_HDMV/PGS
Codec ID/Info                            : Picture based subtitle format used on BDs/HD-DVDs
Duration                                 : 1 h 52 min
Bit rate                                 : 20.6 kb/s
Frame rate                               : 0.241 FPS
Count of elements                        : 1624
Stream size                              : 16.5 MiB (0%)
Language                                 : Czech
Default                                  : No
Forced                                   : No

Text #13
ID                                       : 17
Format                                   : PGS
Codec ID                                 : S_HDMV/PGS
Codec ID/Info                            : Picture based subtitle format used on BDs/HD-DVDs
Duration                                 : 1 h 52 min
Bit rate                                 : 18.8 kb/s
Frame rate                               : 0.301 FPS
Count of elements                        : 2028
Stream size                              : 15.1 MiB (0%)
Language                                 : Serbian
Default                                  : No
Forced                                   : No

Text #14
ID                                       : 18
Format                                   : PGS
Codec ID                                 : S_HDMV/PGS
Codec ID/Info                            : Picture based subtitle format used on BDs/HD-DVDs
Duration                                 : 1 h 52 min
Bit rate                                 : 20.1 kb/s
Frame rate                               : 0.222 FPS
Count of elements                        : 1494
Stream size                              : 16.2 MiB (0%)
Language                                 : Polish
Default                                  : No
Forced                                   : No

Text #15
ID                                       : 19
Format                                   : PGS
Codec ID                                 : S_HDMV/PGS
Codec ID/Info                            : Picture based subtitle format used on BDs/HD-DVDs
Duration                                 : 1 h 52 min
Bit rate                                 : 21.2 kb/s
Frame rate                               : 0.248 FPS
Count of elements                        : 1670
Stream size                              : 17.0 MiB (0%)
Language                                 : Dutch
Default                                  : No
Forced                                   : No

Text #16
ID                                       : 20
Format                                   : PGS
Codec ID                                 : S_HDMV/PGS
Codec ID/Info                            : Picture based subtitle format used on BDs/HD-DVDs
Duration                                 : 1 h 55 min
Bit rate                                 : 23.0 kb/s
Frame rate                               : 0.215 FPS
Count of elements                        : 1494
Stream size                              : 19.0 MiB (0%)
Language                                 : German
Default                                  : No
Forced                                   : No

Menu
00:00:00.000                             : en:Main Titles/Operatic Overture



Apparently, you have a problem with the permission of user rights on the NAS server. You probably entered the username and password of a user who is not allowed to perform all actions. Therefore, the NAS server does not give access to infuse.

Hi,
The permissions are set on folder level, and I have no issue playing other files with the same user in the same folder so I did not investigate this direction yet.

I switched to NFS share, and now infuse can read the video, so indeed, the SMB user (read/write access to the folder) is missing something for these particular files.

Thanks for the direction, I will investigate later why the permissions were not enough, in the meantime I can watch these files via NFS.