Why wont Infuse 7 play the following file?

It won’t play it on an ATV 4k, M1 MB Pro, or the latest M1 iPad

Format : HEVC
Format/Info : High Efficiency Video Coding
Format profile : Main 10@L5@High
HDR format : SMPTE ST 2086, HDR10 compatible
Bit rate : 14.3 Mb/s
Width : 3 832 pixels
Height : 1 596 pixels
Display aspect ratio : 2.40:1
Frame rate mode : Constant
Frame rate : 23.976 FPS

I assume you can play it back in some other 3rd party app…to confirm it’s not an issue with the file itself?

Welcome to the forum!

First, what version number of Infuse are you using? Free or Pro subscription?

What version number of OS on the ATV, Mac, iPad?

When you say it won’t play, what error message are you getting?

It plays fine using VLC

I have 3 other files of the same type, none play. All are fine in VLC.

Other files in the same directory play fine in Infuse.


Infuse - Pro subscription
Version 7.2.1 (7.2.3874) on the Mac
latest ATV and iPad versions (7.2.1 on the iPad)

MacOS 12.0
iOS 15.1 on the iPad
TvOS 15.1

The error is “An error occurred loading this content”

Is this a local file on your Mac, or is being streamed from another device/cloud service?

Can you send in a quick report from one of your devices (after attempting to play the file) and post the code Infuse gives you here?

Streamed from a NAS.

Like I said earlier - it’s just 3 files out of 200 that have trouble. All are in the same location.

VLC plays them fine from the same location - on my laptop, ipad and on the ATV

What data is sent to you when I do the diagnostic? Is there asample file of what is sent?


Hmm ok. If it’s just 3 files, it may be something specific about them which is causing an issue.

If you’re in the mood to upload one of them we can take a look.