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Undefined error -2140536828 on PS4 when activating sutiltles

ImTheEz3KielImTheEz3Kiel Members Posts: 3 ✭✭

Hello all,
it seems this painful issue has been been raised many time.
Yet this is the only plex player I can use currently is the PS4.
I'm using a Cloud Home WD NAS with Plex installed on it Version Version 1.9.4.4325 &V3.31.1 (which I don't understand to what it refers) and also "Plex for Playstation 3.13.7".

The problem is with ALL my video files with subtitles included. When I play it with no subtiltes, no problem no matter what the format is. When I try to turn on any subtitles on the video, it crashes with the error:
"Undefined error -2140536828"

I activated logs, here what has came out : (I've hidden all login and IP with XXXX)

Dec 15, 2017 13:59:45.236 [11229] INFO - [ui-ps4-ps4] [Companion] Poll connection successfully opened with My Cloud Home
Dec 15, 2017 13:59:45.236 [3338] DEBUG - Auth: We found auth token (xxxxxxxxxxxxxxxxxxxx), enabling token-based authentication.
Dec 15, 2017 13:59:45.236 [3338] DEBUG - Auth: authenticated user 1 as XXXXXXXXX@hotmail.com
Dec 15, 2017 13:59:45.236 [3338] DEBUG - Auth: Came in with a super-token, authorization succeeded.
Dec 15, 2017 13:59:45.237 [11142] DEBUG - Request: [XXX.XXX.X.XX:65136 (Subnet)] GET /library/metadata/477?checkFiles=1&includeExtras=1&includeRelated=1&includeRelatedCount=0&includeOnDeck=1&includeChapters=1 (6 live) TLS GZIP Signed-in Token (XXXXXXXXXX@hotmail.com)
Dec 15, 2017 13:59:45.320 [11142] DEBUG - We're going to try to auto-select an audio stream for account 1.
Dec 15, 2017 13:59:45.320 [11142] DEBUG - Selecting best audio stream for part ID 1110 (autoselect: 0 language: en)
Dec 15, 2017 13:59:45.321 [11142] DEBUG - Audio Stream: 2774, Subtitle Stream: 2775
Dec 15, 2017 13:59:45.328 [3338] DEBUG - Completed: [XXX.XXX.X.XX:65136] 200 GET /library/metadata/477?checkFiles=1&includeExtras=1&includeRelated=1&includeRelatedCount=0&includeOnDeck=1&includeChapters=1 (6 live) TLS GZIP 91ms 1626 bytes (pipelined: 86)
Dec 15, 2017 13:59:45.594 [3338] DEBUG - Auth: We found auth token (xxxxxxxxxxxxxxxxxxxx), enabling token-based authentication.
Dec 15, 2017 13:59:45.594 [3338] DEBUG - Auth: authenticated user 1 as XXXXXXXXXX@hotmail.com
Dec 15, 2017 13:59:45.594 [3338] DEBUG - Auth: Came in with a super-token, authorization succeeded.
Dec 15, 2017 13:59:45.595 [11169] DEBUG - Request: [XXX.XXX.X.XX:65136 (Subnet)] GET /hubs/home/onDeck?excludeFields=summary (6 live) TLS Page 0-9 GZIP Signed-in Token (XXXXXXXXXX@hotmail.com)
Dec 15, 2017 13:59:45.669 [11169] DEBUG - Setting container serialization range to [0, 9] (total=-1)
Dec 15, 2017 13:59:45.674 [11169] DEBUG - We're going to try to auto-select an audio stream for account 1.
Dec 15, 2017 13:59:45.674 [11169] DEBUG - Selecting best audio stream for part ID 1018 (autoselect: 0 language: en)
Dec 15, 2017 13:59:45.674 [11169] DEBUG - Audio Stream: 2527, Subtitle Stream: -1
Dec 15, 2017 13:59:45.676 [11169] DEBUG - We're going to try to auto-select an audio stream for account 1.
Dec 15, 2017 13:59:45.676 [11169] DEBUG - Selecting best audio stream for part ID 503 (autoselect: 0 language: en)
Dec 15, 2017 13:59:45.676 [11169] DEBUG - Audio Stream: 1418, Subtitle Stream: -1
Dec 15, 2017 13:59:45.682 [3338] DEBUG - Completed: [XXX.XXX.X.XX:65136] 200 GET /hubs/home/onDeck?excludeFields=summary (6 live) TLS GZIP Page 0-9 87ms 2435 bytes (pipelined: 87)
Dec 15, 2017 13:59:45.887 [11229] INFO - [ui-ps4-ps4] [Companion] Opening long poll to My Cloud Home at https://XXX.XXX.X.XX.a4fa95882bad40b383a6144822ce63ad.plex.direct:32400/player/proxy/poll
Dec 15, 2017 13:59:46.799 [11169] ERROR - [ui-ps4-ps4] [WMPlayer] player error { "command": "playerError", "error_code": -2140536828, "error_code_hexa": "0x806a0004", "error_info": "SCE_AVPLAYER_WARNING_ID received -2140536828 (SCE_AVPLAYER_ERROR_NOT_SUPPORTED)" }

For information, here how the video file is encoded :

General
Complete name : XXXXXX.mkv
Format : Matroska
Format version : Version 4 / Version 2
File size : 2.38 GiB
Duration : 1h 2mn
Overall bit rate : 5 445 Kbps
Movie name : XXXXXXX
Encoded date : UTC 2017-12-11 09:41:57
Writing application : mkvmerge v8.3.0 ('Over the Horizon') 64bit
Writing library : libebml v1.3.1 + libmatroska v1.4.2

Video
ID : 1
Format : AVC
Format/Info : Advanced Video Codec
Format profile : High@L4
Format settings, CABAC : Yes
Format settings, ReFrames : 4 frames
Codec ID : V_MPEG4/ISO/AVC
Duration : 1h 2mn
Bit rate : 4 952 Kbps
Width : 1 916 pixels
Height : 1 076 pixels
Display aspect ratio : 16:9
Frame rate mode : Constant
Frame rate : 23.976 fps
Color space : YUV
Chroma subsampling : 4:2:0
Bit depth : 8 bits
Scan type : Progressive
Bits/(Pixel*Frame) : 0.100
Stream size : 2.16 GiB (91%)
Language : English
Default : Yes
Forced : No
Color range : Limited
Color primaries : BT.709
Transfer characteristics : BT.709
Matrix coefficients : BT.709

Audio
ID : 2
Format : AC-3
Format/Info : Audio Coding 3
Mode extension : CM (complete main)
Format settings, Endianness : Big
Codec ID : A_AC3
Duration : 1h 2mn
Bit rate mode : Constant
Bit rate : 384 Kbps
Channel(s) : 6 channels
Channel positions : Front: L C R, Side: L R, LFE
Sampling rate : 48.0 KHz
Compression mode : Lossy
Delay relative to video : -42ms
Stream size : 172 MiB (7%)
Language : English
Default : Yes
Forced : No

Text #1
ID : 3
Format : UTF-8
Codec ID : S_TEXT/UTF8
Codec ID/Info : UTF-8 Plain Text
Language : French
Default : Yes
Forced : No

Text #2
ID : 4
Format : UTF-8
Codec ID : S_TEXT/UTF8
Codec ID/Info : UTF-8 Plain Text
Language : English
Default : No
Forced : No

I can't believe I see topics on this for at least one year.
I have children that can't watch movies without subtitles.

Many thanks in advance for your help on this one.
Cheers!

Best Answer

  • paulboy99paulboy99 Members, Plex Employee, Plex Pass Posts: 29 Plex Employee
    Accepted Answer

    Hi guys. The team have found it difficult to find the cause of this issue. However, we have a new version of the app coming up and we’ll be spending a lot of time with the PS4. We'll be working with our Sony contacts to update platform dependencies which, we hope, will increase stability and reduce these issues.

Answers

  • akaguigui@gmail.comakaguigui@gmail.com Members Posts: 6 ✭✭

    I'm pshing up all topics related to this issue as I have exactly the same and there is no answer or solutions anywhere

  • ImTheEz3KielImTheEz3Kiel Members Posts: 3 ✭✭

    No solution? I believe it's been 2 years this problem has been first seen...

  • paulboy99paulboy99 Members, Plex Employee, Plex Pass Posts: 29 Plex Employee
    Accepted Answer

    Hi guys. The team have found it difficult to find the cause of this issue. However, we have a new version of the app coming up and we’ll be spending a lot of time with the PS4. We'll be working with our Sony contacts to update platform dependencies which, we hope, will increase stability and reduce these issues.

  • ImTheEz3KielImTheEz3Kiel Members Posts: 3 ✭✭

    @paulboy99 said:
    Hi guys. The team have found it difficult to find the cause of this issue. However, we have a new version of the app coming up and we’ll be spending a lot of time with the PS4. We'll be working with our Sony contacts to update platform dependencies which, we hope, will increase stability and reduce these issues.

    Thanks man, really appreciate someone take the time to answer that.
    I was 100% ready to go for the pais version of Plex, which I find one of the most powerfull media app.
    The only reason I didn't get it yet is for the poor version of PS4 plex app and subtiltes not working.
    Do you have a timedelay regarding this new version? Were that a focus on PS4 stability? It's the only platform where I found those issues.
    Thanks for your help on this.

  • Ajattara34Ajattara34 Members Posts: 1

    Hello guys,

    I found a workaround which it only work on PMS plexmediaserver_1.13.0.5023-31d3c0c65_amd64 (Linux Debian 9 for the OS).
    plexmediaserver_1.13.2.5142-3ba6662e9_amd64 and higher : this workaround do not allow to run movies with subs

    1- Start an episode with subtitles and automatic conversion (to force use the transcoder) from web browser
    2- Stop it.
    3- Run the episode from the PS4. Enjoy.

    You only have to do this step each time the PMS reboot / update.

    Hope the Plex Team will fix this issue as well

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