"failed to download..." errors

Currently traveling outside of the country. I'm in a hotel with a very decent connection and I'm trying to connect and watch HD MSNBC. A few times over my visit, I'll just get a black screen in the middle of watching a live stream and bold text declaring it "failed to download..." and a long URL. Then I have to go back and reselect the channel. I'm using XFINITY streaming via HDHomeRun.

Any way I can improve this?

From the logs:

2022/09/21 21:36:40.650380 [TNR] Opened connection to 132791FD/0 for ch661 MNBCHD
2022/09/21 21:36:40.650974 [HLS] Starting live stream for channel 661 from xx.xx.xx.xx (bitrate=0)
2022/09/21 21:36:41.906528 [HLS] Probed live stream in 1.25545339s: h264 1280x720 progressive 1300836bps
2022/09/21 21:36:46.330743 [HLS] Session ch661-d132791FD-5b98c16a0bdd started in 6.223638159s
2022/09/21 21:41:43.209116 [HLS] Stopping transcoder session ch661-d132791FD-5b98c16a0bdd (out: 5m4.063422s, finished: false)
2022/09/21 21:41:43.210604 [TNR] Closed connection to 132791FD/0 for ch661 MNBCHD
2022/09/21 21:41:43.213024 [SNR] Statistics for ch661 MNBCHD: ss=98%-99% snq=100% seq=100% bps=3752748,613632-3917920 pps=321,52-336
2022/09/21 21:41:43.213042 [SNR] Buffer statistics for ch661 MNBCHD: buf=0% drop=0%

Please go to Settings -> Support -> Submit Diagnostic Logs from your device and let us know when it's been submitted so we can have a better idea of what was going on.


Please do that process from the app after you experience the issue again.

Well that's egg on my face -- I missed the nuance of "device" -- will do.

done the right way now from the app.

Any luck with the logs?

What was the error that you saw right before you submitted the logs?

Picture froze then Screen went black, just text that said failed to play with a url to a stream. Giant white text on black background. Fire stick.

And that happened right before you submitted the logs? I’m not seeing that…

Yes. I got the error, hit the back button to get to the settings screen, and submitted the logs from the fire stick. Happened often on this trip (from a hotel in Costa Rica) on multiple channels, with both the current and beta apps. I was not able to try from my iPad to see if it was firestick specific. When I’m back there I will try again.

I apologize about this. I was looking for diagnostic log messages we have in the iOS apps that weren't in the Android app. I have just released a new beta build of the Android app that has the log messages I need. Could you upgrade to the lates Android beta and then report diagnostics again the next time you have this happen? I'm sorry for the confusion here.