Unable to load file AppleTV but does play on iPhone

I’ve been using Infuse Pro for a while now. I recently discovered I am unable to play some mkv files on my AppleTV 4K 3rd generation. The error states unable to load file.

The app is updated to the latest version. I tried to restart the AppleTV without any result.

The weird thing is, I tried to play the same file on my iPhone using Infuse. The same file, hosted in the same location. My synology NAS. This works, including sound. The network settings are the same SMB, automatic.

What could me causing this? I would like to play the video on TV.

Suggest you run those files through MediaInfo and see if there’s anything common between them, and then post a representative MediaInfo output file along with the device models and specific tvOS operating system versions and specific Infuse versions on both devices (which both play and don’t play those files).

Be sure to note if you are using any beta software. Be sure to include actual version numbers because Infuse is updated relatively frequently and these post linger for a long time so just saying “latest version” quickly becomes rather unhelpful.

Hopefully someone with then be able to help you troubleshoot.

If you’re able to send in a report from Infuse and post the 5 digit code here, we can look deeper into this.

Thanks for your reply. Here is the output of MediaInfo:

Unique ID : 230276141478935169645534624757356937809 (0xAD3D9256AF9D42018D276B748BF7C251)
Complete name : \DISKSTATION\video\The Profit\The.Profit.S05E02.720p.HDTV.x264-Mixed\bd559d4bca68407c81d5a2d5352a3354.mkv
Format : Matroska
Format version : Version 4
File size : 1.14 GiB
Duration : 42 min 34 s
Overall bit rate : 3 842 kb/s
Frame rate : 23.976 FPS
Encoded date : 2017-12-07 14:47:40 UTC
Writing application : mkvmerge v9.2.0 (‘Photograph’) 64bit
Writing library : libebml v1.3.3 + libmatroska v1.4.4

ID : 1
Format : AVC
Format/Info : Advanced Video Codec
Format profile : High@L4.1
Format settings : CABAC / 5 Ref Frames
Format settings, CABAC : Yes
Format settings, Reference frames : 5 frames
Duration : 42 min 34 s
Bit rate : 3 456 kb/s
Width : 1 280 pixels
Height : 720 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
Bit depth : 8 bits
Scan type : Progressive
Bits/(Pixel*Frame) : 0.156
Stream size : 1.03 GiB (90%)
Writing library : x264 core 152 r2851 ba24899
Encoding settings : cabac=1 / ref=5 / deblock=1:0:0 / analyse=0x3:0x113 / me=hex / subme=8 / psy=1 / psy_rd=1.00:0.00 / mixed_ref=1 / me_range=16 / chroma_me=1 / trellis=2 / 8x8dct=1 / cqm=0 / deadzone=21,11 / fast_pskip=1 / chroma_qp_offset=-2 / threads=12 / lookahead_threads=2 / sliced_threads=0 / nr=0 / decimate=1 / interlaced=0 / bluray_compat=0 / constrained_intra=0 / bframes=3 / b_pyramid=2 / b_adapt=1 / 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=20.0 / qcomp=0.60 / qpmin=0 / qpmax=69 / qpstep=4 / ip_ratio=1.40 / aq=1:1.00
Default : Yes
Forced : No

ID : 2
Format : AC-3
Format/Info : Audio Coding 3
Commercial name : Dolby Digital
Codec ID : A_AC3
Duration : 42 min 34 s
Bit rate mode : Constant
Bit rate : 384 kb/s
Channel(s) : 6 channels
Channel layout : L R C LFE Ls Rs
Sampling rate : 48.0 kHz
Frame rate : 31.250 FPS (1536 SPF)
Compression mode : Lossy
Stream size : 117 MiB (10%)
Language : English
Service kind : Complete Main
Default : Yes
Forced : No

On my iPhone 12 Mini where it does play I use:
IOS 16.5.1
Infuse Pro 7.5.8 (4470)

On my AppleTV 4K 3rd generation where it does not play I use:
tvOS 16.5 (20L563)
Infuse Pro 7.5.8 (4470)

Thanks for the help.

1 Like

Hi James. Thanks for your reply.

The code is 6CPWP.


1 Like

I’ll have to check my own media info again, but the filename jumps out at me.

I’d expect the file name to end here:

\DISKSTATION\video\The Profit\The.Profit.S05E02.720p.HDTV.x264-Mixed.mkv

I don’t know why it goes down another directory to a whole bunch of random numbers with a video extension …

But I wouldn’t be surprised if that had something to do with it.

OR, there might be a perfectly logical reason it got translated that way that I’m just unaware of.

Your actual filenames don’t look like that, do they?


This is the actual file name. The file is named like this after the download. However, I renamed the file and now it works!

Still curious why the file worked at my iPhone and didn’t at the AppleTV but well, it works for me now.

Thanks a lot!


This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.