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[DIGITALYCHEE]

Hi,

This is Hue from DIGITALYCHEE, your retailer in mainland China.

We have a customer who tries to open a MKV 1080p video file when using the JRiver 25 Mac version, and JRiver crashes and crashes.

We had tried to collect the customer's log, hope the logs in attachment will help you to quickly understand the situation.

Thank you very much and wait for your reply!

Best regards,

Hue Liu
-----------------------------------------
DIGITALYCHEE

E-Store: https://lizhi.io
E-Mail: support@lizhi.io

[JimH]

Hi Hue,
Is it with any MKV or just one?   Can the file be played with anything else?

[DIGITALYCHEE]

Thanks for the reply.

According to customer feedback, this is mainly the case with 1080k 60Hz MKV video. There is no problem with 2K resolution and below 1080P.

You will find the logs in attachment and hope these logs can help.

Thank you ~

[DIGITALYCHEE]

Hi Hue,
Is it with any MKV or just one?   Can the file be played with anything else?

According to customer feedback, this is mainly the case with 1080k 60Hz MKV video. There is no problem with 2K resolution and below 1080P.

Other video formats are played normally

Thank you very much and wait for your reply!

Best regards,

Hue Liu
-----------------------------------------
DIGITALYCHEE

E-Store: https://lizhi.io
E-Mail: support@lizhi.io

[JimH]

I don't know the answer.  Sorry.  Maybe someone else will have an idea.

[blgentry]

The log show it analyzing an M2TS file.  "Eagles Farewell" was in the file name.  I can't tell if it has succeeded or not.  I'm not very good at reading these log files.

Perhaps a developer or someone better at log files can read through and give more information?

Brian.