Welcome to the Netflix Partner Help Center. Have a question or need help with an issue? Send us a ticket and we'll help you to a resolution.

Error Code:

VideoFrameCountNotSupported (Unable to determine video frame count)

Error Message:

Error while reading frames, unable to determine frame count and duration. Exception: [UNKNOWN]


The video asset is missing required metadata, which makes it impossible to continue parsing. This may be due to a formal spec violation, or simply an unsupported variation of the format.


Verify that the frame count is correctly reported in the asset's metadata. Create a new deliverable in accordance with our delivery specifications and attempt redelivery. Consult with your tool manufacturer or Netflix representative if the issue persists.