can not select (identify or play) any files from a newly transferred movie folder

[studio71]

Steps to Reproduce:
1. Files > Movies > Contraband (2012) > select any of the following files

Contraband.(2012).mp4
Contraband.(2012)[Trailer].mov
folder.jpg

Result:
The screen goes blank for a moment (as if the app crashed) and then system loads the Home screen. I can't play the movie or the trailer. Can't even view folder.jpg.

Is anyone having a similar problem? Any suggestion?

[war59312]

Please turn on debugging in Settings > System > "Debug Level".

Then open in your favorite browser: http://192.168.1.196:8080/

Of course replace 192.168.1.196 with the private IP address of your own Boxee Box.

Then click the "Get latest" link to get the latest logs. Then under "File" click on the latest log file to download it.

Open the log file and make sure you edit it to get rid of anything private. And then please upload the log file somewhere (I prefer http://www.datafilehost.com/) so we can see what is going on.

[studio71]

"Then under "File" click on the latest log file to download it."
- I assume you are referring to "Boxee Logs" not "Error Logs". Is that right?

"Open the log file and make sure you edit it to get rid of anything private."
- There are number of files in the zipped folder, which specific file you want me to upload?

[war59312]

"Then under "File" click on the latest log file to download it."
- I assume you are referring to "Boxee Logs" not "Error Logs". Is that right?

Yes Boxee logs, sorry about that.

"Open the log file and make sure you edit it to get rid of anything private."
- There are number of files in the zipped folder, which specific file you want me to upload?

Do you mind uploading the whole .tar.bz2 file?

You can easily edit the files within it by extracting with 7zip by the way. And then simply rezip the folder to .zip file.

The root file could contain private information like file names you might not want the entire world to see, so please edit it first before uploading.

That or send me a pm with download link. I could care less about file names.

[studio71]

I just sent you a PM and provided the same "Error Logs" that I sent to Marcel last night. I will upload the "Boxee Logs" when I get home. Thanks!

[studio71]

I got a response to my email from support:

Hi,
Sorry to hear about the trouble. As a first step, please go into the recovery menu and select "Reset all settings" and then re-apply the latest firmware version.

The first step "Reset all settings" didn't resolve anything.

[war59312]

OK, first thing I noticed is that you are getting a Segmentation Fault.

So indeed it is crashing, bad. Looks like it's crashing while creating thumbnails. You could try going into settings > system > advanced and then click on "Clear old thumbnails" to see if that fixes it.

Looks like you are reading from a USB drive? Can you try a different drive or try accessing the files using another method (such as NFS, UPnP, or SMB)?

[studio71]

Thank you for looking into it. I actually "Reset all settings" and then reinstalled the latest firmware as suggested by the BB support personal. The process cleared all the thumbnails. However, it didn't resolve the problem.

I am using BB and Mediasonic HF2-SU2S2 with 3 x 2TB Hard Drives. I don't have any other setup that I can test with.

Since you mentioned that "it's crashing while creating thumbnails" I think I will try the following:
1. Transfer the folder "Contraband (2012)" in a portable drive and see how BB behaves.
2. Will try downloading a different thumbnail just to make sure that the jpg file is not corrupt. I have experienced problem with pictures in different system because of corrupt meta tag section. I will update with my finding.

Thank you again!

[studio71]

I replaced the thumbnail (folder.jpg) and since then there was no crash from any Contraband movie files. However, my wife experienced an application crash last night, while playing a local trailer for a different movie. I am pretty sure that it's a different issue all together.

Thank you war59312 for pointing me to the right direction.

I am surprised that Boxee Support never got back to me after sending the initial generic, misleading and lazy response. Very disappointing!

Boxee Support email remained me of the typical desktop phone support response, "Clear cache and reboot the system. If you still have the problem call back!"

[war59312]

Glad you figured it out, for the most part.

Sorry for late response, I was out of town.