Server Version#: 1.18.6.2368
Player Version#: 7.28.0.15501
I received this error today on my nvidia shield on a movie that my children have watched hundreds of times without any issues. The movie played fine on my phone and through the web and my xbox. The nvidia shield was the only streamer that would give me the error.
There are older posts in the forums that suggest a solution for android of turning on the “play smaller videos” setting. I tired that and still got the error.
So, after some experimenting, I found a different fix for my situation. I noticed that the audio track was PCM 5.1. When I switched it to DTS 5.1 the error went away and the movie played again like normal.
I tested this on other movies that have a PCM 5.1 audio track in them and I got the error. Switching to DTS or AC3 or anything other than PCM 5.1 made the error go away.
Just thought I would share this information for those who may be having this issue/error to check your audio streams and try a different audio stream.
I had the same issue, and whilst the above did not work for me - I disabled the “audio pass through” setting and now the movies which previously gave this error are working again.
@plex extremely frustrating and probably needs some looking into considering the sheer amount of instances of this error(with no definite solution)…
I had the same error code and some movies losing voice sync. By disabling “audio pass through” both issues were resolved. I was using an Amazon Fire TV Stick on a local LAN with a Synology NAS server. Both are at the latest version of code.
Same issue here for with the Shield and and my Android phone. It looks like I have resolved the issue, but only temporary, with the solution here on the Shield, but my phone is still failing.
It happens for me on a look of videos, but is repeatable on mpeg4 codecs.
Started seeing this issue recently on a AFTV stick also, files have ac3 5.1 but that doesn’t seem to be the common denominator.
Log states:
DEBUG - Streaming Resource: Reached Decision id=32452 codes=(General=2000,Neither direct play nor conversion is available. Direct Play=3000,App cannot direct play this item. No direct play video profile exists for protocol http, with container mkv, and video codec h264. Transcode=4005,Cannot convert this item. No conversion profile found for protocol http.) media=(id=62507 part=(id=63908 decision=none protocol=http streams=(Video=(id=156001 decision= width=1280 height=718) Audio=(id=156002 decision= channels=6 rate=48000))))
Seems to coincide with the following log entry:
DEBUG - MDE: received PLEX_PROTOCOL_ANY from client, but could not determine best protocol. Defaulting to HTTP
Experiencing this as well for the past month or so. Super annoying. Reinstalled both the Plex server from scratch (docker on unRAID) and the Android TV client, no joy. If I disable subtitles before starting playback, it will start OK and can then enable subtiles during playback with no issue. Also it happens quite often that the client announces that connection to the server has been lost - only happens after a file has successfully been played and Play next screen should appear. Will attach logs when I find the time. @plex there’s a lot of threads complaining about the same issue, is anyone looking into this? Will have to cancel my Plex Pass if this is not resolved in a timely manner - Plex is curently unusable for me.
Having the exact same problem as this. Started about 2 weeks ago, almost all tv shows i’ve is unable to start. But if i disable the subtitle first it starts just fine then if i select the same subtitle while its playing it works just as it should.
According to the log it says that the subtitle is unsupported.
I recently had this problem out of nowhere. I also have an Nvidia shield and previously videos played fine. I tried all of the suggestions above but none worked for me.
The problem seems to be with Nvidia shield devices only as I have other Android boxes in the house and they work fine. The problem files are around 350-600 MB in size, h264 and are all subtitled.
I’ve resolved this issue by going to settings and tuning off the new player and reverting to the original one
Its strange this problem has suddenly appeared because the new Plex player worked fine with similar small files.
Thank you! I had the exact same problem and disabling the new player also helped me.
Server Version 1.18.7.2438
Android TV player Version 7.28.0.15501 (Tried via Shield TV and via my Philips TV)
Audio Passthrough disabled
Video file info:
General
Unique ID : 195486576585392864858650486588923360479 (0x9311585C3827A08BB5B8F4524116B4DF)
Complete name : K:\Anime[SallySubs] Date a Live Director’s Cut [BD 1080p FLAC][SallySubs] Date a Live Director’s Cut - 04 [BD 1080p FLAC] [E6A94513].mkv
Format : Matroska
Format version : Version 4
File size : 944 MiB
Duration : 24 min 39 s
Overall bit rate mode : Variable
Overall bit rate : 5 351 kb/s
Encoded date : UTC 2015-11-01 18:03:51
Writing application : mkvmerge v8.5.1 (‘Where you lead I will follow’) 64bit
Writing library : libebml v1.3.3 + libmatroska v1.4.4
Attachments : DFGMaruMoji-Heavy.ttf / KozMinPr6N-H.ttf / MyriadPro-Semibold.otf / MyriadPro-SemiboldIt.otf / A-OTF MidashiMinMA31.ttf / bellgothicstd-black.otf / BettysHand Regular.ttf / DFGCraftDou-W3-NakaImo.ttf / DFGHSGothic-AnoHana.ttf / Rosario-Italic.otf / Rosario-Regular.otf / scb.ttf / BubblegumSans-Regular.otf / CARTOOND.TTF / Claphappy.ttf / ClearfaceGothicLTStd-Medium.otf / DINk.ttf / Rosario-Bold.otf / Rosario-BoldItalic.otf
Video
ID : 2
Format : AVC
Format/Info : Advanced Video Codec
Format profile : High 10@L5.1
Format settings : CABAC / 10 Ref Frames
Format settings, CABAC : Yes
Format settings, Reference : 10 frames
Codec ID : V_MPEG4/ISO/AVC
Duration : 24 min 39 s
Bit rate : 4 607 kb/s
Width : 1 920 pixels
Height : 1 080 pixels
Display aspect ratio : 16:9
Frame rate mode : Constant
Frame rate : 23.976 (24000/1001) FPS
Color space : YUV
Chroma subsampling : 4:2:0
Bit depth : 10 bits
Scan type : Progressive
Bits/(Pixel*Frame) : 0.093
Stream size : 812 MiB (86%)
Writing library : x264 core 133 r2334 a3ac64b
Encoding settings : cabac=1 / ref=10 / deblock=1:1:-2 / analyse=0x3:0x133 / me=umh / subme=10 / psy=1 / psy_rd=0.80:0.00 / mixed_ref=1 / me_range=24 / chroma_me=1 / trellis=2 / 8x8dct=1 / cqm=0 / deadzone=21,11 / fast_pskip=0 / chroma_qp_offset=-2 / threads=12 / lookahead_threads=2 / sliced_threads=0 / nr=0 / decimate=1 / interlaced=0 / bluray_compat=0 / constrained_intra=0 / bframes=8 / b_pyramid=2 / b_adapt=2 / b_bias=0 / direct=3 / weightb=1 / open_gop=0 / weightp=2 / keyint=250 / keyint_min=25 / scenecut=40 / intra_refresh=0 / rc_lookahead=60 / rc=crf / mbtree=1 / crf=15.0 / qcomp=0.60 / qpmin=0 / qpmax=69 / qpstep=4 / vbv_maxrate=300000 / vbv_bufsize=300000 / crf_max=0.0 / nal_hrd=none / ip_ratio=1.40 / aq=1:0.90
Language : English
Default : Yes
Forced : No
Color range : Limited
Color primaries : BT.709
Transfer characteristics : BT.709
Matrix coefficients : BT.709
Audio
ID : 3
Format : FLAC
Format/Info : Free Lossless Audio Codec
Codec ID : A_FLAC
Duration : 24 min 39 s
Bit rate mode : Variable
Bit rate : 726 kb/s
Channel(s) : 2 channels
Channel layout : L R
Sampling rate : 48.0 kHz
Frame rate : 11.719 FPS (4096 SPF)
Bit depth : 16 bits
Compression mode : Lossless
Stream size : 128 MiB (14%)
Writing library : libFLAC 1.3.0 (UTC 2013-05-26)
Default : Yes
Forced : No
Text
ID : 1
Format : ASS
Codec ID : S_TEXT/ASS
Codec ID/Info : Advanced Sub Station Alpha
Duration : 24 min 22 s
Bit rate : 7 098 b/s
Count of elements : 8591
Compression mode : Lossless
Stream size : 1.24 MiB (0%)
Default : Yes
Forced : No
Menu
00:00:00.000 : en:Prologue
00:00:54.012 : en:Opening
00:02:37.115 : en:Part A
00:22:53.330 : en:Ending
00:24:23.420 : en:Preview
Had the exact same issue and tried everything from restarting to reinstalling both server and app and disabling and enabling various settings. Although disabling the new player the output quality is reduced and the smoothness of the video playback is also reduced. Is there a better fix or is it a case if waiting for another update?
It’s works on all other devices players ok apart from the FTV.
I even did all the audio changes and soluble etc nothing else apart from disabling the new player made the file play but of lesser quality, with slight ‘stuttering’
I have 2 Shield players in the house; only one of them was getting this error. I turned ‘use new player’ to OFF in the Advanced section of the app settings. It’s playing fine now.
Yes the turn off New player in advance (on the Plex app side ) seems to let it all play just quality is changed. It’s definitely not a server thing and more the app itself. Setting there should be changed.
Hopefully they put it right soon
I also am having this issue across shield tv pro and fire tv devices. Tried many different setting changes and so far nothing has worked. Is plex working on this issue?
I’m experiencing this as well on my multiple fire tvs. Disabling the new player helped with some videos. Though still video that played great before get this error.
Was able to play 4k hdr videos on the fire tvs before, now all videos get this message.
Plex please fix this before people start switching to an alternative.
UPDATE - After uninstalling the Plex app from the Shield, it reverts back to an older version 5.6.1.505… It now plays videos I was unable to play but it is transcoding the audio EAC3 5.1 > AAC. If I force direct play in the settings, I get no audio at all but it does not transcode. The good news is the task manager on my server is not showing Plex using alot of CPU like it did in the beginning of this mess…
I too am having this problem as of recently. Only on my NVIDIA Shield. I noticed it only happens with EAC3 5.1 files. I disabled audio passthrough and disabled new player on the Shield App and it did not work. I also tried to delete the codec folder on my server and that did not fix it as well.
At first (a few updates ago) I noticed that Plex was transcoding the audio on the server. After a few minutes of playback, it would start to get choppy playback until it would freeze the picture and audio entirely. I went to upgrade the Plex app of the Shield and server and now I only get the error
“Playback has stopped because the connection to the Plex Media Server has been lost. Please ensure the server is available and retry.”
If I play the mkv on my phone through the Plex app and cast over to the Shield, it plays no problem without transcoding as well. I am not hearing any negative feedback from friend or family who stream movies from my PMS. This too are files I have played numerous times in the past with no issues.
Yeah I’ve had the same issues since last week. Works fine on the windows app, as well as my phone. Everything is direct playing, too. It’s just my Firestick 4K that’s having these issues. I’ve tried all of these suggestions only for them to temporarily work and go back to having errors again. Really hope they fix this soon.
