H.265 (HEVC) High Efficiency Video Coding videos will not play correctly in SSP
Applicable SongShow Plus Versions:
This article applies to all versions of SongShow Plus
* Updates correcting this issue may be available. Ensure that you are using the most current build of SongShow Plus from the Download page before proceeding. *
In SongShow Plus 9.3, support for H.265 (HEVC) High Efficiency Video Coding video was added. While it is possible to play these files with the correct OS support, H.264 and WMV are still the preferred video CODEC types.
NOTE: SSP 9.3 or later running on Windows 10 OR Windows 11 builds PRIOR to 22H2 does require the Windows HEVC Video Extensions plug-in to work as expected. This can be purchased from the Microsoft Store. Microsoft added the HEVC Video Extension support in Windows 11 build 22H2.
Review this article for additional information - H.265 (HEVC) High Efficiency Video Coding video playback in SSP
Symptom:
H.265 High Efficiency Video Coding (HVEC) videos will not play correctly (or at all) within SSP. In most cases an alert will indicate that the CODEC necessary to play the file is not installed on this system or is not compatible with this application. This may also be observed when adding a video to the program panel with the result of a red X next to the item. In either case the file will not play, or play correctly, in SongShow Plus.
Possible Cause:
The Windows HEVC Video Extensions H.265 Plug-in is not installed.
Possible Solution:
H.265 video playback in SSP requires the Windows HEVC Video Extensions Plug-in be installed on each system that h.265 support is desired. This plug-in/app is available from the Microsoft Store. Open the Microsoft Store on your system and search for "HEVC Video Extensions" to purchase the plug-in/app.
Possible Solution:
H.265 video playback in SSP requires the Windows HEVC Video Extensions Plug-in BUT, H.264 (AVC) does not.
If you do not want to purchase a plugin, get the media in the H.264 (or other natively supported format) for use in SSP. You should be able to get or convert the file. If you created the content, re-render it or contact your 3rd party media provider for options.
Possible Solution:
Update to Windows 11 build 22H2 or later. Microsoft added the HEVC Video Extension support in Windows 11 build 22H2.
Possible Cause:
The H.265 (HEVC) video file was created using a profile other than the Version 1 Main profile. Media Foundation (and SSP) only supports H.265 (HEVC) videos created using the Version 1 Main profile.
Possible Solution:
Re-Render the video using the Version 1 Main profile for H.265 or another acceptable CODEC such as h.264 (AVC).
Possible Cause:
The file has some type of encryption or DRM on it. If you have purchases or created the file through iTunes it may have the Apple DRM on it. Other DRM versions are also possible.
Possible Solution:
Get or create a file without the protection applied.
Possible Cause:
The video file was not encoded with H.265.
Possible Solution:
H.265 video playback in SSP requires the files be created using the H.265 CODEC using the Version 1 Main profile. Re-Render the video using the Version 1 Main profile for H.265 or another acceptable CODEC such as h.264 (AVC).
Possible Cause:
An application installed on the system could be interfering with the H.265 playback.
Possible Solution:
If applications that are identified as interfering with the H.265 operation are removed from the system, normal playback may resume.
Possible Cause:
Poor or stuttering H.265 playback can be caused by the video being outside of the recommended specifications or the plug-in/app not being installed.
Possible Solution:
Try to obtain videos that comply with the recommendations. If you cannot find one you may be able to modify your existing video. Refer to KB MI10 and MI18 or additional information.
Possible Cause:
Multi-core setting is not enabled in SongShow Plus.
Possible Solution:
If your system has a multi-core CPU, enabling the use of multi-core in SongShow Plus can improve performance in many areas of SongShow Plus. This can be enabled from the main tool bar by selecting Settings > Multi-processor and selecting option A.
If this article does not resolve the issue, contact the Support Team.
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