Content playback issues

black gap appearing between content issue identification a screen is displaying black between pieces of content, or app is going black/crashing during playback potential cause gapless playback is not supported on the device video or image content is too large and not supported on the device corrupted video file overview gapless playback is what happens when multiple videos files in a playlist seamlessly play with no interruptions or gaps if a device doesn’t support gapless playback, when the first video file ends there will be a black “gap” before the next file plays this will occur when a device only supports the rendering of a single video file at a time when a playlist has multiple video files in it, even though the device is playing a single video, just before the end of that video it needs to pre load the next video which is happening in the background at the same time steps to troubleshoot firstly always check the device firmware majority of the time gapless playback issues are fixed with a firmware update refer to this page for additional information checking device firmware docid\ ldipkszmgksc57gqsrqaz if you have multiple of the same screen, publish the same content to see if it is consistent is the issue happening on all screens or just one if it is working on multiple screens, this usually means the content is ok and it may be firmware or other issue ensure the resolution of any content in the playlist is correct for the device some devices only support gapless playback at 1920 x 1080, so 4k content may not work some devices also do not like mixed resolutions make sure all resolutions are consistent identify exactly which images/videos the issue is occurring on get a video of the screen and do this internally, or get them to confirm which images/videos it is happening on replicate it on our own devices (ideally using the same device) check powerbi fingerprints to see how many other devices are running fusion (this will help us know if other people are having success) check whether there firmware information available to confirm if the firmware is the latest, try putting an image between each video video image video image if the content is in portrait, try landscape content with multiple videos to see if the black appears video (landscape) video (landscape) video (landscape) looking for something else? we can’t wait to hear about it reach out to our sunshiney support and we'll be in touch in a flash