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Undefined error -2140536828 on PS4 when activating sutiltles

ImTheEz3KielImTheEz3Kiel Posts: 1Members

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!

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