Announcement

Collapse
No announcement yet.

Error processing the audio, please contact us for help

Collapse
X
 
  • Filter
  • Time
  • Show
Clear All
new posts

    Disney+ Error processing the audio, please contact us for help

    Click image for larger version

Name:	image.png
Views:	402
Size:	40.4 KB
ID:	447578

    Trying to download the above movie from Disney+ as follows:

    Click image for larger version

Name:	image.png
Views:	212
Size:	40.2 KB
ID:	447580
    Log file attached. Thanks for looking into this.​

    #2
    Have you already deleted the two Streamfab folders and tried again?

    Comment


      #3
      I succeeded when choosing a lower resolution (1280 x 720). Could that be a memory or file size problem? - however I tried all bitrates and other audio codec and also with just one language with resolution 1920 x 1080 which all failed.
      Can anyone out there try it please?

      Comment


        #4
        Originally posted by Sebastian001 View Post
        Have you already deleted the two Streamfab folders and tried again?
        Same errors - "failure_reason":"504"

        The files to multiplex have a correct file size, but their contents are corrupted - the video itself indicates the correct resolution, codec and frame rate but is all the way just black and the audio files cannot be read by any of my video/audio programs. Seems, that the files have not been decrypted

        Click image for larger version  Name:	image.png Views:	0 Size:	17.8 KB ID:	447602

        The log also confirms this:
        [Info]: **** Processer: Proc stream file - status : 0
        [Info]: Get value is empty! kid EA608873025942E7B57050AE89D53130
        [Info]: **** Processer: Proc stream file - LCS empty.
        [Critical]: "[DownloadDisney]" Dec video: "D:/Temp/StreamFab/Temp/outputTemp/Disney+/2024_08_06_14 ... /Video_00/vt_00" fail: 4
        [Critical]: "[DownloadDisney]" DecryptBinarayFile failed.
        [Info]: "[DownloadDisney]" DecryptTrack failed clear mergedOutputFile
        [Critical]: "[DownloadDisney]" **** Decrypt stream fail.
        ​​

        Comment


          #5
          Hmm, okay, then I would download again. After the error occurs, I would report the error using the feedback function in Streamfab. The log file is automatically sent along. You can track the status of the ticket in your user account.

          I had an error message like that once, but I don't remember what happened to it - it was too long ago.​

          Comment


            #6
            Originally posted by Sebastian001 View Post
            Hmm, okay, then I would download again. After the error occurs, I would report the error using the feedback function in Streamfab. The log file is automatically sent along. You can track the status of the ticket in your user account.

            I had an error message like that once, but I don't remember what happened to it - it was too long ago.​
            Thanks for the tip. I did as you said

            Comment


              #7
              Originally posted by Kattanders View Post
              II tried all bitrates and other audio codec and also with just one language with resolution 1920 x 1080 which all failed.
              In Germany no problems detected:​

              Click image for larger version

Name:	di_charlots_of_fire.jpg
Views:	156
Size:	32.9 KB
ID:	447639

              Click image for larger version

Name:	di_charlots_of_fire_result.jpg
Views:	126
Size:	58.4 KB
ID:	447640

              Comment


                #8
                Thanks Germania - I am located in Germany, however, my language setting is "english" and I only have an abo with advertising... could that be the problem? I am currently loading "der Tag an dem die Erde still stand" - so I wonder if I also get the same error as "Speed"... and yes, I do:
                2024:08:06-20:35:26 0x00003650 [Critical]: "[DownloadDisney]" **** Decrypt stream fail.

                Anyways, will change the language to German and try again

                What I notice is, that you get a lot more info about the file: length, resolution, vid. codec, audio codec, size. With me it is only this:
                Click image for larger version

Name:	image.png
Views:	184
Size:	26.9 KB
ID:	447662
                Last edited by Kattanders; 08-06-2024, 06:45 PM.

                Comment


                  #9
                  Originally posted by Kattanders View Post
                  I am located in Germany .. I only have an abo with advertising... could that be the problem?
                  It's no different for me

                  Click image for larger version

Name:	di_with_ads.jpg
Views:	149
Size:	69.4 KB
ID:	447660

                  Comment


                    #10
                    Originally posted by Kattanders View Post
                    What I notice is, that you get a lot more info about the file: length, resolution, vid. codec, audio codec, size.
                    This is shown after finished - while dl you see only the current process

                    Comment


                      #11
                      Hmmm.... hab' genau dasselbe...
                      Click image for larger version

Name:	image.png
Views:	134
Size:	26.1 KB
ID:	447672

                      Werde morgen mal auf einem anderen Rechner installieren und probieren

                      Comment


                        #12
                        Thanks for your time Sebastian001 and Germania An uninstall (including settings) of 6.1.9.2, followed by cleaning the registry and removing remnants from the AppData/Roaming folder, and then reinstalling 6.1.9.2 solved the issue. Guess, I agree with Cats4U that uninstalling and reinstalling often saves headaches.

                        Click image for larger version

Name:	image.png
Views:	137
Size:	28.6 KB
ID:	447738

                        Comment

                        Working...
                        X