topic Re: Sony W9 - DLNA, false "Unsupported content." error message in Other TVs

Sony W9 - DLNA, false "Unsupported content." error message

Kosire — Fri, 12 Jul 2013 00:00:38 GMT

Hey,

I could'nt find out where you submit bugs to Sony about their products, so I'm submitting it here.

I just got myself a new Sony W9 tv (wonderful tv btw) and I can play all my files over DLNA. However, there is one file the TV thinks it can't play, where it says "Unsupported content". However, the movie plays fine, the audio works and even subtitles work. So what's the problem?

I can't get the message to go away, it keeps being visible under the entire playback of the movie. it's clearly supported since it's playing the video, playing the audio and subtitles.

I tried getting another message to show instead (by pressing some buttons), but after that error message was gone I got the same one back again "Unsupported content".

How do I remove it?!

I've uploaded the info on the movie file I've tried that shows it's unsupported (even though it's not) and then the info of a movie that works aswell, but without the error message.

Movie_that_provides_the_error_message_but_works.mkv

http://pastebin.com/raw.php?i=c7nZ5tpY

Movie_that_works_without_error_message.mkv

http://pastebin.com/raw.php?i=sVr9wW8r

If you compare the two, you can see they both use V_MPEG4/ISO/AVC for video, they both use DTS for audio, they both have SRT subtitles, The only real difference there is, is that the bitrate is slighty higher on the one that provides the error message - but it works fine when playing it on the tv.

This is clearly as bug, as both videos play fine but only the first one shows the "Unsupported content." message, that you can't get rid of!

Re: Sony W9 - DLNA, false "Unsupported content." error message

petersadler341 — Wed, 22 Jan 2014 18:15:54 GMT

I have this exact same problem, it's infuriating as the content is clearly supported but the message will not go away!

Re: Sony W9 - DLNA, false "Unsupported content." error message

Sebek74 — Tue, 03 Jun 2014 20:24:25 GMT

I figured out that according to DLNA/USB supported format spec the max level for AVC H264 high profile is 4.2. You can check it here:

http://pdf.crse.com/manuals/13MW802111/FR/codeclist.html#section03

read more also at: http://forum.serviio.org/viewtopic.php?f=11&t=2396 and

http://wiki.serviio.org/doku.php?id=get_h264_level

The first file spec differs from second one at reference frames setting (8 instead of 4). It means that video falls into HP@5.0 spec which is not officially supported by 2013 series. Let's count used profiles:

not working file:

dpbMbs = 1920 * 1080 * 8 / 256 = 64 800 > 34816 (max for HP@L4.2). So it means that is HP@5.0 profile and header information is wrong

working file:

dpbMbs = 1920 * 1080 * 4 / 256 = 32 400 < 32768 (max for HP@L4.1). Header information is correct.

I suppose that TV checks dpbMbs by itself and ignores saved level in header.

I have no clue how to discard the message 😕

Re: Sony W9 - DLNA, false "Unsupported content." error message

Anonymous — Fri, 13 Jun 2014 12:47:14 GMT

HI @Sebek74

Are you able to try the following to see if removing that message works:

Press [HOME] on the remote control
Goto Settings > System Settings > Info Banner
Set it to "Hidden"

Cheers

Re: Sony W9 - DLNA, false "Unsupported content." error message

Sebek74 — Fri, 13 Jun 2014 16:15:50 GMT

Hi

Thank you for suggestion however it doesn't make any difference. I've already checked it before. It's really annoying - if message disappears due another message it's restored quickly. It overlaps subtitles causing them unreadable. Of course I'm using the latest 401 firmware release. I wish someone informs software developers about that issue.

Re: Sony W9 - DLNA, false "Unsupported content." error message

Anonymous — Fri, 13 Jun 2014 16:21:00 GMT

Thanks for the feedback.

Im going to raise this issue in regards to the error message.

Cheers

Re: Sony W9 - DLNA, false "Unsupported content." error message

Sebek74 — Fri, 13 Jun 2014 17:12:05 GMT

Quinnicus, thank you in advance. I've just realized there is newer firmware PKG4.421EUA for W905A. I've updated that quickly... no hope so far.. still the same problem.

btw curious, my TV didn't catch that update be itself, I installed it via USB.

Re: Sony W9 - DLNA, false "Unsupported content." error message

Anonymous — Tue, 17 Jun 2014 11:02:32 GMT

@Sebek74 - Can you please test the same file via USB (if at all possible), as this would confirm its only a DLNA error message issue.

Just to let you know, Sony are investigating the issue, in the hope that they can get message to disappear after a short time (as well as re-wording the message). Unfortunately there is no guarantee that it can be done - so no promises.

Cheers

Re: Sony W9 - DLNA, false "Unsupported content." error message

Sebek74 — Tue, 17 Jun 2014 11:43:45 GMT

Quinnicus: I will test that today evening but I suppose there is the same problem, because I read that on many forums. The problem concerns all 2013 & 2014 series as far as I know. It's more funny because I have one sample that is encoded using VC-1 (which is not supported my Sony TV at all) and the screen is black (sound only) but there is no message at all! I've tried to investigate the "compatibility" and I placed my findings above in the thread. In 100% cases my observation are confirmed. I suppose there is some memory buffer used for decoding, but quite larger than required for HP@4.2 standard. With dpbMbs above ~50000 some video artifacts appears so I suppose there is the real limitation of buffer. All materials that breaks dpbMbs=34816 slightly (f.e. 1920x1080 with 5 ref frames gives dpbMbs=40500) are displayed completely fine, except that message.

Re: Sony W9 - DLNA, false "Unsupported content." error message

Anonymous — Tue, 17 Jun 2014 11:49:42 GMT

Thanks - Appreciate the feedback on the USB playback when you can.

Sony are aware that it affect 2013 and 2014 TVs. The reason for the message is that in certain circumstances (outside the official supported codecs) there can be some sound/picture issues, therefore the message was designed to prevent people thinking it was an actual fault with the TV.

Unfortunately this message appears to be the fault now.

Cheers

Re: Sony W9 - DLNA, false "Unsupported content." error message

Sebek74 — Tue, 17 Jun 2014 16:01:40 GMT

Hi again

As I expected the problem with USB player is exactly the same. Unsupported content message displays all the time.

I've checked unsupported content samples again and discovered that 1920x816 & 10 ref frames video that gives dpbMbs=61200 plays completely fine. That's almost doubles expected limit! Only if message could disappear...

Thanks for your interesting, I understand that contact to developers means no promises. We will see how Sony responses to client problems this time Customers grumble all the time, it could be example that sometimes they can be happy too

Just tell me, is that good place to report any issues? I've detected some more (less relevant). I can report them if I confirm them in the newest firmware.

Re: Sony W9 - DLNA, false "Unsupported content." error message

Anonymous — Tue, 17 Jun 2014 17:56:57 GMT

Hey there

Thank you for confirming that USB playback also brings back that message :smileythumbsup:. I have forwarded that onto Sony.

The forums is a great way to report issues and get community feedback in regards to whether others are experienceing the same problem etc, and maybe discover work-arounds. However the forum is not a way to get direct feedback from Sony (use email/phone for that). Sony monitors the forums from time to time, but largely its up to all of us

Sometimes when you least expect it - Sony has a habit of pulling a rabbit out of the hat and makes everyone happy !

Cheers

Re: Sony W9 - DLNA, false "Unsupported content." error message

Sebek74 — Wed, 25 Jun 2014 20:04:30 GMT

Just for information: new update PKG4.430EUA didn't fix that problem. Still waiting...

Re: Sony W9 - DLNA, false "Unsupported content." error message

Anonymous — Wed, 25 Jun 2014 22:34:00 GMT

Hey there

Thanks for the feedback, however I didnt expect this FW would address the issue to be honest. Unfortunately I have not further information at this time - other than its a reported and known issue.

Cheers

Re: Sony W9 - DLNA, false "Unsupported content." error message

Fetlox — Sun, 13 Jul 2014 15:53:44 GMT

I think I have a solution for this. It's a bit klutsy but it works on my KDL55W955. When the file starts playing. Hit the Options button. Navigate up the menu to Picture Options, select it, Picture, select it and then press the Return button to exit the menu system (you don't need to do anything, just access the menu).

Miraculously this appears to remove the message. I hope this helps.

Re: Sony W9 - DLNA, false "Unsupported content." error message

Sebek74 — Sun, 13 Jul 2014 18:46:39 GMT

Fetlon, thank you for suggestion but it doesn't work with W905. However I succeeded to hide the message (but only once!) selecting file options / informations. The message was restored just after I rewinded the movie.

Re: Sony W9 - DLNA, false "Unsupported content." error message

Dessp09 — Sat, 19 Jul 2014 18:19:29 GMT

Hey people. I have the same problem on my 42W706B

When this annoying bug will be fixed?

p.s. when you bought TV for 1000$ this kind things shuld not happen!!!

Re: Sony W9 - DLNA, false "Unsupported content." error message

Sebek74 — Wed, 30 Jul 2014 13:28:29 GMT

Another update: new update PKG4.440EUA didn't fix that problem. I have no hope anymore. I wonder how Sony team selects issues & functionalities for improvement. I wish to find one person that confirms that last updates include any useful improvements.

Re: Sony W9 - DLNA, false "Unsupported content." error message

Anonymous — Wed, 30 Jul 2014 20:36:21 GMT

@Sebek74

Sorry Sebek74, I have tried my best in attempting to get this resolved, and the best I can get is that Sony Japan is aware of the issue. To be honest, I cannot see this problem being fixed anytime soon.

Cheers

Re: Sony W9 - DLNA, false "Unsupported content." error message

Sebek74 — Wed, 30 Jul 2014 21:03:42 GMT

Quinnicus, many thanks for your support. I believe you cannot do anymore, so I appreciate you help. I suppose there still a few updates ahead (at least until end of the year) so we will see what is going to happened.