Issues playing video from USB 3.0 HDD

Question

Hi all - is anyone else seeing this behaviour?

When playing a video from an external hard disk (USB 3.0), every so often the media player will briefly lock up, and depending on the player, repeat the last 5-10 seconds of audio 3 or 4 times, then resume playing as normal, or just freeze for 5-10 seconds before resuming.

The issue does not occur if I copy the same video file onto the internal storage on my Surface Pro, and does not occur if playing from a USB memory stick, so this issue seems to be confined to external hard disks. I've seen the same problem with multiple hard disks, so I don't believe that the disk itself is the problem.

I've tried several codec packs to no avail. I have all the most recent updates as far as I can see, and this happens in both VLC and GOM players. To me, it looks like the Surface caches a certain amount of data for the video, plays from memory, then puts the drive into sleep mode, but doesn't wake it up to fetch more data until the cache is empty, causing it to freak out as described until it can spin up the disk to fetch more data. Has anyone else experienced this issue or something similar?

I've yet to try disabling selective-suspend on the USB port to see if that helps, but will try that later. This is extremely frustrating, as I either have to endure these lockups 3 or 4 times per hour of video, or copy the video onto my Surface before I can watch it without interruption.

Answer 1

Hello At211,

Thank you for reaching out. I'm sorry to hear about the troubles playing videos from a HDD USB 3.0 on your Surface Pro . I understand that depending on which player you are using, the videos will repeat the last 5-10 seconds of the audio 3-4 times, then go back to normal, or just freeze fro 5-10 seconds before it resumes playing.  I also see that this issue doesn't occur for local videos or if files are on a USB key. I can only imagine how much this is irritating for you. I'd like to help fixing this problem.

Let's analyze this together.

1. Do you have the same experience using the built in video app? I see you mentioned only third party apps.
2. What is the make/model of your HDD?
3. Is this happening to any of you videos or just specific ones?
4. Have you tried playing the videos in this HDD on another device (PC with Windows 8)? Do you get the same experience?
5. What about playing audio files from this HDD?
6. Is this  a radon or pertinent issue?
7. Have you considered backing up your files, and format the HDD?
8. Is you HDD has Power autonomy or from the Surface?

While you working on gathering these details for us, please consider running the Hardware and Devices troubleshooter.

Looking forward to hear from you soon.

Regards,

Answer 2

At211,

Are you still having troubles to paly videos from your HDD on your Surface Pro? Have you follow my suggestions? Can you also come back with answers to my questions so we can further assist.

Cheers,

Answer 3

Hi,

I have not had a chance to complete all of your requests, but please see my responses below with my observations so far:

1. This seems to happen in any media player
2. The HDD is a Transcend 1TB StoreJet 25M3
3. I have only noticed this with longer videos (40 minutes+)
4. I have tried this device on another PC without issue (Windows 7)
5. Audio files seem to play normally but I do not have any very long/large audio files to test with
6. This happens pretty consistently. If I'm watching for example, episodes of a TV show (usually longer episodes, 40 mins+ as stated earlier), it will happen at least once during every episode. If I watch the same episode on another computer from the drive, this doesn't happen.
7. This is a large disk that is almost at capacity - it is not practical for me to format the disk and copy all my data back onto it, and as I don't have this issue on other devices I am not inclined to do so.
8. The device does not have it's own power supply - it is powered by the Surface

As I mentioned, if I copy a video file that displays this problem from the external drive onto the built-in storage in the Surface, it plays without any issue. That rules out it being a problem specific to the codecs in use or the media player, and the file itself. As the same files play without issue on other computers from the disk, it would seem this is a problem with the Surface itself and how it is handling the external disk.

I have a second external hard disk that is also USB-powered, and 1TB in capacity (but a different brand), so I will try playing the same files from it when I have a chance and see if the issue occurs with that drive also. I also have a powered USB 3.0 hub

• I will try connecting the HDD to the Surface through that hub and see if the issue occurs then.

For the record, I do not believe I am not alone in this issue - I asked a question about this issue on the Surface subreddit on reddit.com some time back and some other people appeared to be having a similar issue. When I have access to my computer I will find a link to that thread as it may have relevant information.

Answer 4

AT211,

Thanks for getting back to us. I see that the disk itself is compatible with Windows 8.1. So please try to test the same files on a different HDD or USB flash, and re port back to us about the results.

Looking forward to hear from you.

Thanks,