I have a Plex server running qnap Version 1.15.4.993. When I try and play 4K (HEVC Main 10 HDR) videos it now just plays a green stream with the audio. How can I fix this?
I have started to get the same issue. Green screen on the web app in chrome and on my android apps for all phones (3 total). Only app not getting green screen is through my Roku Ultra 4k. This just started after updating to 1.15 on my qnap. This is for all MKV videos with HEVC x265. Below is the error in the log if that helps.
This is version 1.15.5.994-bb4a2cb6c-x86_64
LevelError
Thread0x7fda56b7d700
Message[Transcoder] [hevc @ 0x1448580] No support for codec hevc profile 2.
[Transcoder] [hevc @ 0x1448580] Failed setup for format vaapi_vld: hwaccel initialisation returned error.
We need the full logs please. That snippet is missing debug information
Please enable DEBUG logging only.
Recreate the error
Settings - Server - Troubleshooting - Download Logs
Attach the ZIP file it gives you.
In the future, Please only enable VERBOSE when specifically requested.
From your logs, I see this:
codec(type=videoProfile&context=streaming&protocol=hls&videoCodec=hevc)+add-limitation(scope=videoCodec&scopeName=*&type=NotMatch&name=video.anamorphic&value=999&replace=true)
Apr 29, 2019 19:03:35.052 [0x7fda8ba23700] VERBOSE - * X-Plex-Device => Pixel XL
Apr 29, 2019 19:03:35.052 [0x7fda8ba23700] VERBOSE - * X-Plex-Platform => Android
Apr 29, 2019 19:03:35.052 [0x7fda8ba23700] VERBOSE - * X-Plex-Platform-Version => 9
Apr 29, 2019 19:03:35.052 [0x7fda8ba23700] VERBOSE - * X-Plex-Product => Plex for Android
Apr 29, 2019 19:03:35.052 [0x7fda8ba23700] VERBOSE - * X-Plex-Supported-Commands => abort
Apr 29, 2019 19:03:35.052 [0x7fda8ba23700] VERBOSE - * X-Plex-Version => 7.14.1.9954
Apr 29, 2019 19:03:35.052 [0x7fda8ba23700] VERBOSE - * X-Plex-Token => xxxxxxxxxxxxxxxxxxxx
Apr 29, 2019 19:03:35.052 [0x7fda8ba23700] VERBOSE - * includeExternalMedia => 1
Apr 29, 2019 19:03:35.053 [0x7fda8ba23700] DEBUG - Found session GUID of a9851d841657c933-com-plexapp-android in session start.
Apr 29, 2019 19:03:35.053 [0x7fda8ba23700] DEBUG - TranscodeUniversalRequest: using augmented profile Android
Apr 29, 2019 19:03:35.053 [0x7fda8ba23700] DEBUG - Downloading document http://127.0.0.1:32400/library/metadata/5382?includeBandwidths=1&offset=-1&X-Plex-Incomplete-Segments=1&X-Plex-Session-Identifier=a9851d841657c933-com-plexapp-android
Apr 29, 2019 19:03:35.053 [0x7fda8ba23700] VERBOSE - Auth: We found auth token (xxxxxxxxxxxxxxxxxxxx), enabling token-based authentication.
Apr 29, 2019 19:03:35.053 [0x7fda8ba23700] DEBUG - Auth: authenticated user 1 as Bjwimer
Apr 29, 2019 19:03:35.053 [0x7fda8ba23700] VERBOSE - Auth: Came in with a super-token, authorization succeeded.
Apr 29, 2019 19:03:35.055 [0x7fda8ba23700] DEBUG - We're going to try to auto-select an audio stream for account 1.
Apr 29, 2019 19:03:35.055 [0x7fda8ba23700] DEBUG - Selecting best audio stream for part ID 10712 (autoselect: 0 language: en)
Apr 29, 2019 19:03:35.055 [0x7fda8ba23700] DEBUG - We're going to try to auto-select a subtitle.
Apr 29, 2019 19:03:35.055 [0x7fda8ba23700] DEBUG - Audio Stream: 23005, Subtitle Stream: -1
Apr 29, 2019 19:03:35.055 [0x7fda8ba23700] VERBOSE - It took 0.0 sec to serialize a list with 1 elements.
Apr 29, 2019 19:03:35.056 [0x7fda8ba23700] DEBUG - MDE: Selected protocol hls; container: mpegts
Apr 29, 2019 19:03:35.056 [0x7fda8ba23700] DEBUG - MDE: analyzing media item 10712
Apr 29, 2019 19:03:35.056 [0x7fda8ba23700] DEBUG - MDE: E22 - Lance Bass Space Camp : Direct Play is disabled
Apr 29, 2019 19:03:35.056 [0x7fda8ba23700] DEBUG - MDE: E22 - Lance Bass Space Camp : media must be transcoded in order to use the hls protocol
Apr 29, 2019 19:03:35.056 [0x7fda8ba23700] DEBUG - MDE: E22 - Lance Bass Space Camp : no direct play video profile exists for http/mkv/hevc
Apr 29, 2019 19:03:35.056 [0x7fda8ba23700] DEBUG - MDE: E22 - Lance Bass Space Camp : no direct play video profile exists for http/mkv/hevc/eac3
Apr 29, 2019 19:03:35.056 [0x7fda8ba23700] DEBUG - MDE: Cannot direct stream audio stream due to codec eac3 when profile only allows ac3
Apr 29, 2019 19:03:35.056 [0x7fda8ba23700] DEBUG - MDE: Single Parents - S1 E22 - Lance Bass Space Camp : selected media 0 / 10712
Is this the correct playback session which failed? ( E22 - Lance Bass Space Camp )
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That was just this session. This is now happening to all mkv HEVC videos.
So I think I might have found it. Going through my logs I see “direct play is disabled” I remember making sure that was enabled years ago when I started with PMS. The Roku is set up to allow direct play but could not find the settings in my actual server settings or on phones/tablet. Going through the settings, I did see “use hardware acceleration” was checked. I remember this being a fix for youtube videos going green in chrome a while back. Once I unchecked that, all devices were working as they were before. Maybe new items were activated by default on newer versions? I hope this helps Phlight and others.
Settings - Transcoder - Uncheck “Use hardware acceleration when available”
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That did allow the video to play now, but it is maxing out the CPU of the system which wasn’t happen before.
If the CPU is being max’d out, it’s transcoding without HW assist.
Chuck, I get that with out the HW assist that is why the CPU is being maxed out. But can we get a fix to this?
Can you get me a 20-30 MB sample of the file? (dd if=inputfile.xxx of=outputfile.xxx bs=1M count=20) … Do this at the QNAP command line and i’ll get a perfect piece.
I will try it here. It let’s us rule out Player and codecs as the root cause.
what model QNAP do you have? Doesn’t it support HW assist?
Edit
Can you also recreate and capture the logs for me?
I can then see what PMS is deciding to do
I have TVS-EC1680U-SAS-RP, and yes it does far as I know. File attached is a zip with the sample inside. Could not upload just an MKV file. Mission Impossible Fallout (4K)20.zip (19.0 MB)
Haswell processors, including certain V2 xeons, have the ASIC.
Haswell processors don’t have HEVC decode in either SDR or HDR capability
I am testing now
I can’t play the file on either machine. 1.15.4.993 fails with multiple transcode errors but nothing specific in the log.
I did notice, playing in VLC, the play time for the opening 2 seconds lasted about 1 second.
I also noticed a load of PGS subtitles in the file. Are all those needed? Subtitle burning is a huge load on any CPU. IMHO, dump what you don’t need/want.
Hello
I have a similar problem …
No picture (all green) but clean sound …
If I play the movie in the VLC, it’s totally fine.
Is there a codec problem here?
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I suspect more of an encoding problem than a codec problem.
If it were a codec problem, everyone would be reporting.
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Just to chime in on this I will say I think @ChuckPa is spot on with his diagnosis.
A while back I decided to self encode some 4K Blu-rays (total amateur.)
Every single Android device exhibited the exact same behaviour with most of them. The Shield was least tolerant of all.
I have also seen the same thing happen with 4K encodes grabbed from the net. So it wasn’t just all down to myencoding skills.
I all cases non Android devices then fine. (LGTV and ATV 4K).
Nowadays I stick to Remux quality.
i have the same problem…
green screen by 4k HEVC MAIN 10 films
Did you encode it yourself / from someone else or is it a pure rip?
If it’s less than 30GB, it’s most like a re-encode and that’s where they get messed up.
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