Hi Team,
We are experiencing a video playback issue in the Pickbox NOW application on a specific LG Smart TV running webOS 5.6.1.
Issue Description
The application launches and navigation works as expected. However, when the user starts playing any movie or episode:
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The video area remains completely black.
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Playback appears to continue in the background, and audio/process activity seems to continue.
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An overlay resembling a debug/accessibility menu appears on the left side of the screen instead of the video.
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The issue occurs across multiple movies and episodes.
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Reinstalling the application does not resolve the issue.
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Other streaming applications on the same TV are working normally.
Device Information
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TV Model: LG55UN74003LB
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webOS Version: 5.6.1-6
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Application: Pickbox NOW
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Issue: Black screen during video playback
A screenshot of the issue is attached for reference.
Investigation Request
Could you please help us investigate whether this could be related to:
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Video rendering/decoding on webOS 5.x
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HLS/DASH playback compatibility
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Video codec/profile/level support
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Hardware video decoder
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DRM/media playback restrictions
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WebOS video element/rendering behavior
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Any known issue specific to webOS 5.6.x
We would also appreciate your guidance on how we can collect the appropriate device/player logs from this TV to identify the root cause.
We have already contacted LG Seller Lounge regarding this issue, and they advised us to raise the technical investigation through the LG webOS Developer Forum.
Please let us know if you require any additional information, logs, application package, stream details, or reproduction steps from our side.
Thank you.