[FIXED] Android TV: Move to last played file - MX Player

Hello everybody.
I have a MiBox 3 with Android 8.0.0 Oreo and MX Player it's the best video player on that platform too. However, there is a little bug: the option "Move to last played file" works only 2 or 3 times, and then it moves and marks as last played always the same file. So it also breaks the other option "Mark last played file" as well. I'm not sure if that happens on smartphone version too. I can't collect the bug information on that platform, I don't have email app and I can't extract the log from the storage either. Anyway, I hope you can check it out and fix it.
Thank you very much for your time and all your work.
EDIT:
I fixed it. THERE WAS NO BUG. Seems that those functionalities required permanent internet connection. Since I only played videos on my device I turned wifi off while I used it. So that's why those functions worked at first and then didn't.
Anyway, I'm sorry I have bothered you.
Kind regards. ?

Nice to hear that this isn't a bug. Wouldn't think that wifi maybe a cause to this. There are a couple of errors on the TV version somehow :/ Like it sometimes resets my already seen videos and they are again white

Related

o2 xda Orbit II.....AAC Files

Please could someone help or explain.I purchased the orbit II last week,I am still getting used to its power and capabilities.
In the manual it says it can play AAC files.I have downloaded some onto the storage card and the touch flo player hasnt recognised them, nor has the windows media player.
It recognises and plays MP3 files.The aac files are not protected they are ones that I downloaded myself from my own cds.
Also why can I not see photos that I have just taken that are saved to my storage card,in the photo viewer on Touch flo.
Thank you in advance for any help,
Peter
pocketmusic can play aac
Thansk for that,but I was looking to find out what the situation was with the phone rather than get a programme that will do something that the manufacturers are saying the phone should do.
I have noticed that the windows media player does add the tunes to its catalogue but files them under ARTIST "UNKNOWN" (as though the tags arent working).The touch flo or HTC player however doesnt even do this.
Does anybody know of a solution to this other than spending money on a progamme to do something that the phone should do already,
many thanks
Peter15965
It's really wierd. I have the same problem and also had this problem with my previous phone which was an O2 XDA Orbit 1 (i.e. rebranded HTC Artemis).
I'm afraid that I never found a solution that didn't involve third party software. I think the problem is that, although HTC have included the decoder to play AAC and AAC+ files, neither of the built in players seem to be able to read the tags from the m4a container format so, although they can play the contents, they can't incorporate the tracks in a meaningful way into the library (I also saw Windows Media Player putting everything as unknown).
I know it's not what you were hoping to hear, and I'd love for someone to prove me wrong, but right now I think you're stuck with going the third-party route.
If you don't want to spend money then I initially used TCPMP. It doesn't have any library browser built in but I found that by intelligent choice of the directory tree structure I used to store my files (My Music/<Artist>/<Album>/<Tracks>) then I could use the file browser in TCPMP to browse my collection in a fairly convenient manner. I now use Conduits PocketPlayer because that has a fantastic library browser and reads the m4a tags perfectly; the program is pretty resource hungry but for now I'm keeping the faith in the hope that they'll address that at some point in the future (their support is good).
- Julian
Thanks Julian at least I know its a common problem(does 2 handsets constitute common).
I will look into pocketplayer as a solution for the timebeing.I was hoping I wouldnt have to put other apps on that would slow the phone down.
Thanks again
Peter15965
peter15965 said:
Thanks Julian at least I know its a common problem(does 2 handsets constitute common).
I will look into pocketplayer as a solution for the timebeing.I was hoping I wouldnt have to put other apps on that would slow the phone down.
Thanks again
Peter15965
Click to expand...
Click to collapse
You're welcome.
In most cases putting other apps on shouldn't slow down the phone. The reason apps can slow down the phone (and/or drain battery) can be because they have a Today plugin which, if not well written or if it needs to keep accessing the network, can slow things down. If an app does have a Today plugin (as PocketPlayer does) then you can often disable it (as you can for PocketPlayer).
The other reason for third party apps to slow down the phone is because Windows Mobile default behaviour when you click the top-right "x" button is to minimise the app (i.e. leave it running in the background) rather than close it down completely. Again, in this case an app that does anything significant when it is running in the background can slow down the phone. Clearly a music player needs to keep running while it is playing music but, once finished, you can make sure it is out of memory completely by selecting Exit from the application's menu.
In short, if you're careful to fully close apps when you don't need them, then you shouldn't slow down your phone at all (except so far as having a music player running in the background, whether built in or third party, will always put a drain on the CPU and make other apps run more slowly while the music is playing).
- Julian
Oops. One big thing I forgot to mention. If you do look at PocketPlayer then don't download the latest version (3.51) from their web site. There is a nasty problem in that build specifically related to playing AAC files on HTC devices that I reported to them and has been fixed in an internal beta for 3.52 which, as the reporter of the bug, I have been given to test. You should email [email protected] and say that you want to use it for AAC on an HTC device and hopefully they (Carrie) will let you try out a beta build with the issue fixed.
The issue by the way is that 3.51 doesn't correctly detect end-of-stream when an AAC track has finished so (a) it doesn't auto-advance to the next track in the playlist because it thinks the current track hasn't finished yet and (b) even worse, if you forget to explicitly turn off your device after you've finished listening then PocketPlayer thinks it is still playing your last track and so the device will not put itself into standby and can drain the battery. The issue is fixed in the latest beta build and as an added bonus it also parses m4a tags natively (in 3.51 you could tag your collection by using an option in PocketPlayer to infer the tags from the filenames used in your folder structure but it now reads the real tags in the latest beta).
There is also one other more obscure problem I'm trying to help them diagnose related to AAC on HTC devices but I've been a bit busy recently so am due to give them some feedback and check status on that today or tomorrow. This may or may not be fixed at this stage, I can probably give more feedback in a couple of days so personally I would hold off until I give you an update. If you definitely want to go ahead with a beta build then I can give you a workaround that works most of the time.
- Julian
Thanks again Julian, a fantastic answer by all accounts.I will hold off until you get an answer back about the problems you mention.
Thanks again for a most comprehensive answer.How will we know when the fix is through?
Peter15965
peter15965 said:
Thanks again Julian, a fantastic answer by all accounts.I will hold off until you get an answer back about the problems you mention.
Thanks again for a most comprehensive answer.How will we know when the fix is through?
Peter15965
Click to expand...
Click to collapse
I emailed them this afternoon and got the answer. They've fixed the problem and I'm about to install a new beta to check it's OK. Apparently it was a Windows Mobile bug that they've managed to work around. I'll play with this new update pretty extensively tomorrow so you should get an answer from me in about 24 hours.
- Julian
peter15965 said:
I have downloaded some onto the storage card and the touch flo player hasnt recognised them, nor has the windows media player.
Click to expand...
Click to collapse
I found out some interesting thing: Some files are playing correctly but others refuse to work. I think that has to do with the bitrate of the files. All my m4a-files are bought from Apple Music Store. Most times my files are the unprotected ones with higher bitrate, but I have a few files which were protected (unfortunately I must have lost the copy protection somewhere, I'm really sorry for that ). The protected ones were encoded in a lower bitrate. What I found out is, that all my former protected files are played correctly. So maybe Windows Media Player can only handle files up to certain bitrate which obviously should be lower than 256kbps.
Further test: I created a playlist within windows mobile, but the Audio Manager (Touch Flo) wasn't able to read it. I managed that the playlist was recognized by the program, but it couldn't find any files.
So it is possible to play aac files (up to a certain bitrate) and to create playlists in Windows Media Player without any issues (yet). But I couldn't get it working in TouchFlo.
So, ok, I made half the way. Now it's up to you to make it fully functional.
have the same issue, I see the AAC file in the explorer and can play them from there but they are not loaded in the catalogue. anybody any other idea how to make the visible there? is buying pocket player the only solution?
thanks for the help in advance to everybody
JulianL said:
I emailed them this afternoon and got the answer. They've fixed the problem and I'm about to install a new beta to check it's OK. Apparently it was a Windows Mobile bug that they've managed to work around. I'll play with this new update pretty extensively tomorrow so you should get an answer from me in about 24 hours.
Click to expand...
Click to collapse
The news isn't as positive as I'd hoped. The latest build has improved the problem (so at least they've identified it and found the right area to make changes) but it hasn't fixed it completely.
The player is still usable with AAC files but there is one glitch. After it's been playing for a while, say about 2 hours, then something seems to get corrupted in the image or via a bug in Windows Mobile itself such that thumbnails of the artwork for the album covers no longer display properly when browsing your music library. With the previous build the device would lock up at this point and require a soft reset so at least they've fixed that problem but there is still some sort of issue unresolved.
The workaround seems to be to just fully exit PocketPlayer every couple of hours and then re-launch it again so it's not too arduous and shouldn't prevent you playing with the trial version (although this partially-fixed beta isn't publicly available so you will need to contact support to see if they'll give it to you and given that it still has a known issue they might just ask you to wait a bit).
I'm obviously still working with them to try and 100% nail this issue.
- Julian

[Q] Any possible way to disable the "TV Queue" (YouTube)?

(skip to second paragraph if you're not interested in a mild rant)
In one of the recent updates for the YouTube app while streaming to the Chromecast it'll automatically add every video you've watched to the TV queue. That's fine as I don't mind having a list of the recent videos I've watched, but the part that bothers me (enough to create a thread, which I can't remember the last time I started one) is that the video is added to the top of the queue. This makes every video that you just F***ING watched play all over again! Again, I'd be fine with this if there was any type of preferences within the YouTube app to disable such an asinine "feature" that I'm pretty sure was solely created to boost the number of views of their videos (as I see no other purpose). It really feels like Google is going the way of taking away many options within their apps and it's bugging the s**t outta me to no end. The Chrome browser within Android use to have a plethora of options such as choosing user agents and things of that sort but that option is no longer available either. [/rant]
Is there any way to disable the autoplay "feature" of the TV queue while using the Chromecast, or the TV queue altogether if needed? My current version of the YouTube app is 5.7.41 and I'm not sure when this bug was introduced exactly.
Let me know if there's more information needed, I've been out of the modding scene for awhile (I'm actually pleased with stock Android on my Nexus devices).
Thank you for any assistance that can be provided, even if it's the version number that I can roll back to before the TV queue.
Just to say that i also think its fu..in anoying! I was searching for some kind of solution and found this thread. Only thing left is to hope that youtube will change that in the upcoming update...
Well, I appreciate seeing that I'm not the only one being bothered by this. I had forgot about this thread do to the (seemingly) lack of interest and I was reading comments on my tablet while a video played on my Chromecast, when the video ended it changed to the next video on my tablet and gave no ****s as to what I was doing. Android/Google used to be the king in my book as they gave options for everything, but they seem to be following in the same footsteps as Apple nowadays and it is sorely disappointing.
Ok, this has got to be affecting more people now. I thought my newest mishap was just a glitch, but even after reboots the bug (feature) exists now anytime I stream anything from my laptop as well! The goddamn problem is also WORSE than the tablet issue because at least the tablet takes you to the video it is streaming so you can stop it an remove it from the queue. Apparently that wasn't a big enough F*** UP(!) for Google so now if you play a youtube video from a laptop that is part of a playlist, then play a different video that's not within that isn't within a playlist, when the non-playlist video is over the previous playlist will start playing again. ARE YOU ****TING ME!?!?! Now I have a playlist playing on my Chromecast that the ONLY ****ing way I can get it to stop is to start playing another video and then stop it!. Please inform me that the lead developer/designer setting the path for Chromecast has autism or some other disorder they have a legitimate reason for being this ****ing stupid.
I totally agree with you guys, it doesn't make any sense why it behave that way!!
bumping this, as i'm bothered by this as well
wonder why it doesn't affect more people though... it's probably not a widely used feature
I am also very pissed off with this! Every now and then, in the middle of the video, it pops up.
It stays there for hours (at the minimum) and it lowers that brightness and has the annoying symbol for it covering the content of the video!!!
This is extremely disappointing!
Bothered by the same thing. The problem was fixed a while ago, but now it seems it's back. As soon as I want to play/cast a video, the TV queue is populated with all other videos in that playlist. I would like it to play THAT video, then stop. :/ I can removed one and one video, but that sucks when it's maybe 60 videoes in that list.

[Bug Report] MX Pro 1.7.32 crashes after playing every vid

Hi--I have used this a long time, suddenly it has become non-functional, I suspect due to the 1.7.32 update, but not sure.
--Android 4.3 (I've avoided 4.4 to retain full functionality of the SD card...)
--MX Pro 1.7.32
--Samsung Galaxy Note 10.1 2014
--Could not follow directions for alogcat because the nature of the problem makes MX unuseable once it crashes--there is no way to hit the "settings" button in MX Player Pro at that point.
PROBLEM
So, I bring up my file list as per normal. I click on a vid. The vid does not play. In fact, there is merely a blank screen. Eventually I'm returned to the home screen of the tablet and advised that MX Player has crashed. Sometimes, I don't even get the blank screen. It just automatically disappears and returns me to the tablet's home screen. Once that happens, the program never works again (until reinstalled or data cleared) and won't even let me into the program. Clicking its icon simply brings up a blank screen, then I get "Unfortunately, MX Player Pro has stopped..."
Troubleshooting
I have tried clearing cache, data and also reinstalling. The last two DO allow me to once again bring up the File List from "folders view." It looks normal once again. However, once I try to play vids, the same, exact result occurs, i.e., nothing actually plays and the program crashes with the screen going blank.
CLUES
a) I also have this on my phone, where it continues to work fine, but on my phone, I only have a handful of FLVs. The tablet has lots of other formats, primarily mp4. On my Note 4 phone, however, I'm running 4.4 KitKat.
b) If I access the video in a roundabout fashion, by clicking on it from a File Manager, the File Manager then offers to play it with the native vid player OR Mx Player. Then, it works fine. The exact same video. Of course, then I can't access any other parts of the MX P program, and I am no longer able to use the file list Mx Player P builds.
c) I tried playing with various settings, like hardware decoder, and what not, but it did not seem to help much.
My thought is that the version supporting Lollipop has done something that Samsung does not like in conjunction with 4.3
Any thoughts welcomed. TIA
monsieurms said:
Hi--I have used this a long time, suddenly it has become non-functional, I suspect due to the 1.7.32 update, but not sure.
--Android 4.3 (I've avoided 4.4 to retain full functionality of the SD card...)
--MX Pro 1.7.32
--Samsung Galaxy Note 10.1 2014
--Could not follow directions for alogcat because the nature of the problem makes MX unuseable once it crashes--there is no way to hit the "settings" button in MX Player Pro at that point.
PROBLEM
So, I bring up my file list as per normal. I click on a vid. The vid does not play. In fact, there is merely a blank screen. Eventually I'm returned to the home screen of the tablet and advised that MX Player has crashed. Sometimes, I don't even get the blank screen. It just automatically disappears and returns me to the tablet's home screen. Once that happens, the program never works again (until reinstalled or data cleared) and won't even let me into the program. Clicking its icon simply brings up a blank screen, then I get "Unfortunately, MX Player Pro has stopped..."
Troubleshooting
I have tried clearing cache, data and also reinstalling. The last two DO allow me to once again bring up the File List from "folders view." It looks normal once again. However, once I try to play vids, the same, exact result occurs, i.e., nothing actually plays and the program crashes with the screen going blank.
CLUES
a) I also have this on my phone, where it continues to work fine, but on my phone, I only have a handful of FLVs. The tablet has lots of other formats, primarily mp4. On my Note 4 phone, however, I'm running 4.4 KitKat.
b) If I access the video in a roundabout fashion, by clicking on it from a File Manager, the File Manager then offers to play it with the native vid player OR Mx Player. Then, it works fine. The exact same video. Of course, then I can't access any other parts of the MX P program, and I am no longer able to use the file list Mx Player P builds.
c) I tried playing with various settings, like hardware decoder, and what not, but it did not seem to help much.
My thought is that the version supporting Lollipop has done something that Samsung does not like in conjunction with 4.3
Any thoughts welcomed. TIA
Click to expand...
Click to collapse
Already there is a sticky thread in which I have already explained the procedure to collect the log immediately after crash.
Install MX Log collector app
Open It immediately after the MX Player Crash
Save the logs & Upload here
Does it crashes in all decoders?
If you are using H/W+ disable it & Check again.
long press the video & select Play using | S/W decoder
Check whether it still crashes or not.
ktsamy said:
Already there is a sticky thread in which I have already explained the procedure to collect the log immediately after crash.
Install MX Log collector app
Open It immediately after the MX Player Crash
Save the logs & Upload here
Does it crashes in all decoders?
If you are using H/W+ disable it & Check again.
long press the video & select Play using | S/W decoder
Check whether it still crashes or not.
Click to expand...
Click to collapse
It does not matter whether or not I use HW or SW decoding.
I upgraded the tablet to KitKat. That did not matter either.
I tried to upload the log files from MX Log here. Each time (3x now!) it gave me "invalid file" and refused to accept the upload. Oh, well.
monsieurms said:
It does not matter whether or not I use HW or SW decoding.
I upgraded the tablet to KitKat. That did not matter either.
I tried to upload the log files from MX Log here. Each time (3x now!) it gave me "invalid file" and refused to accept the upload. Oh, well.
Click to expand...
Click to collapse
You can upload to any file sharing network like dropbox & post the link here.
If you are not allowed to post the links, use masking like h**p://www.google.com
ktsamy said:
You can upload to any file sharing network like dropbox & post the link here.
Click to expand...
Click to collapse
It would not let me post links even with asterisks. I took out the http in its entirety. That didn't work either. I took out the dropbox reference as well. That did not work either. Have no clue at this point.
*Indeed, it wouldn't even let me quote your post with the partial link you referenced.
monsieurms said:
It would not let me post links even with asterisks. I took out the http in its entirety. That didn't work either. I took out the dropbox reference as well. That did not work either. Have no clue at this point.
*Indeed, it wouldn't even let me quote your post with the partial link you referenced.
Click to expand...
Click to collapse
Uncheck "auto parse links" at the bottom of the post reply page.
drop****box.com/s/l4mzbrlj0sh1ajf/build.prop?dl=0
drop******box.com/s/n18by6pewz706de/log.txt.gz?dl=0
another data point
FYI, just in case it helps, not as a "zing," BS Player works fine and normally. MX continues to work (on tablet and despite recent updates) only when a file is clicked from My Files file manager. It just won't deal with its own list of videos.
monsieurms said:
FYI, just in case it helps, not as a "zing," BS Player works fine and normally. MX continues to work (on tablet and despite recent updates) only when a file is clicked from My Files file manager. It just won't deal with its own list of videos.
Click to expand...
Click to collapse
@monsieurms There was an issue on Note 10.1 2014 European ROM and it might be fixed on 1.7.34
Please try latest version also try clear app data, MX Player's internal database looks like corrupted. This issue is also fixed but once corrupted database will never be recovered.
bleu8888 said:
@monsieurms There was an issue on Note 10.1 2014 European ROM and it might be fixed on 1.7.34
Please try latest version also try clear app data, MX Player's internal database looks like corrupted. This issue is also fixed but once corrupted database will never be recovered.
Click to expand...
Click to collapse
I tried it again--I'd already done that after upgrading to 1.7.3.4---but it did not help. I am not in Europe---North America.
monsieurms said:
I tried it again--I'd already done that after upgrading to 1.7.3.4---but it did not help. I am not in Europe---North America.
Click to expand...
Click to collapse
@monsieurms Would you send log again using 1.7.34? Thanks!
Given your comment on list db corruption and the fact that some vids in small directories do work, I tried copying all the vids to a new directory. That didn't work.
I cleared data again and also downloade the arm7 Neon custom codec specified in the Decoder settings. That did not help either. (It did find and install the codec.)
With the clues you gave me, I experimented a little. In particular, I noticed that some vids in small folders (small in terms of # of videos), played fine. I thought at first, as mentioned earlier in the thread, it was a difference in format. But as we've seen, all the videos play fine if accessed from File Manager--so that's not it. With the addition of your clue on database corruption, I thought perhaps the issue was folder size. I divided the one large folder into two, 50-50. That fixed it.
I would say you have still an issue here---the program chokes with a large of vids in the database. It doesn't seem to bother other programs, including the native video player and BS, and it didn't seem to bother MXp Pro until the recent wave of updates. So, I suspect something went wrong somewhere.
monsieurms said:
With the clues you gave me, I experimented a little. In particular, I noticed that some vids in small folders (small in terms of # of videos), played fine. I thought at first, as mentioned earlier in the thread, it was a difference in format. But as we've seen, all the videos play fine if accessed from File Manager--so that's not it. With the addition of your clue on database corruption, I thought perhaps the issue was folder size. I divided the one large folder into two, 50-50. That fixed it.
I would say you have still an issue here---the program chokes with a large of vids in the database. It doesn't seem to bother other programs, including the native video player and BS, and it didn't seem to bother MXp Pro until the recent wave of updates. So, I suspect something went wrong somewhere.
Click to expand...
Click to collapse
Would you send log using 1.7.34 or test version on following link?
https://sites.google.com/site/mxvpen/translation/test-build

Video playback issues

Hello there!
I've been searching the forums (mainly this one) and wasn't able to find a proper answer, so here I go:
I am REALLY happy with this phablet, being the Mate 7 my 5tht android phone, but I've never had any video playback problems: When I try to play a 720p mp4 file, it freezes at 1:00 (5 seconds more or less) or it stops and the system shows a popup: "Cannot play this video".
I've tried MX Player (HW and SW decoding), VLC and VLC beta, stock video player and MoboPlayer. Every one of them behaves the same way.
Also tried lower resolution files, and 360p aren't a problem for them: It plays them flawlessly. Played them from SD card and internal storage.
Btw, Youtube plays 1080p videos without a problem, and I usually watch short Twitch.tv sessions at highest resolution.
I don't know what else I can do, and I am seriously thinking about returning the unit, since it's one of my main uses (and that's why I just LOVE this screen).
Any help is appreciated and, also, any question regarding this problem.
[EDIT]
Btw, I am on 5.1.1 with EMUI 3.1 (build B324), unrooted.
Have you tried a factory reset? This would mostly fix issued like this. I'm running the same version of Android on the mt7-tl10 gold version and have never had an issue with this. In fact I'm currently happily re-watching Star Wars episodes 1 to 6 in 720p.
It sounds like the videos are being corrupted (correct me if I'm wrong), because that's exactly what happens when I try to play a video which torrent hasn't finished downloading.
Good luck!
Scruffykid said:
Have you tried a factory reset? This would mostly fix issued like this. I'm running the same version of Android on the mt7-tl10 gold version and have never had an issue with this. In fact I'm currently happily re-watching Star Wars episodes 1 to 6 in 720p.
It sounds like the videos are being corrupted (correct me if I'm wrong), because that's exactly what happens when I try to play a video which torrent hasn't finished downloading.
Good luck!
Click to expand...
Click to collapse
Thanks for your reply.
Today I've discovered my SD card was having read issues, and even when I formatted it, it had issues with anything beyond 20MB, regardless being video or audio. Also, when i copied anything from the SD to the main memory, it kept having the same problems: mp3 suddenly stopped and videos couldn't be played.
So I extracted the SD, did a factory reset, and it looks like it's working flawlessly (fingers crossed).
So far, so good.
EQLucky said:
Thanks for your reply.
Today I've discovered my SD card was having read issues, and even when I formatted it, it had issues with anything beyond 20MB, regardless being video or audio. Also, when i copied anything from the SD to the main memory, it kept having the same problems: mp3 suddenly stopped and videos couldn't be played.
So I extracted the SD, did a factory reset, and it looks like it's working flawlessly (fingers crossed).
So far, so good.
Click to expand...
Click to collapse
I'm glad I could be of some help!
I had the same issue with a previous device of mine, though the culprit had been a cheap and nasty MSD card I bought on vacation to squeeze extra photos in. I find that investing in proper storage (and taking the punch cost-wise) can go a long way, whether it be for your phone, PC, laptop or whatever.
Cheers! :highfive:

Technical Support needed

Hi, I was linked here through the MX Player app on my Android S9 Plus. The MX Player was working fine years ago, so I believe these past few updates must have triggered these issues below I am hoping you can help me resolve.
1. The icon should stay on my lock screen, but it keeps disappearing after some time. Restarting the player does not help at all, the icon just vanishes for some reason. The only way it would reappear is if I stop using the player for some time, as if the player needs some kind of rest or break, this never happened in the past.
2. The videos I watch now show titles so big that they don't even fit entirely on the top bar of the videos, looks very strange and inconvenient. I checked again and again, over and over, in the settings but found nothing to change the font of the video title. Again, this is also something that never had to be adjusted in the past, the title would look perfectly fine and fit perfectly in the top bar with its default settings.
Please help. I really appreciate and love using MX Player on my Android phone, in fact I have been using MX Player for years now, so I really do hate it when new updates come in just to screw things up randomly. Honestly if those are just optional improvements I really shouldn't have updated the app accidentally, I mean really everything has been working nicely up to this point it's just so upsetting. Help please, thank you

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