An Error Occurred While Attempting to Play This Video With Hardware Decoding Enabled

Plex Media Server Desktops & Laptops
1

Server Version#: 1.18.1.1973
Player Version#: Nvidia Shield 7.23.0.13123

When attempting to play some videos through an Nvidia Shield and a Fire TV, I get “An Error Occurred While Attempting to Play This Video. Please try restarting both the Plex Media Server and this app.” Other videos work just fine, and I can’t seem to find any relation to those that work, and those that don’t. Turning Hardware decoding off fixes this issue, however I have 4-5+ users using this server at once sometimes, so turning it off is not an option.Plex Media Server Logs_2019-11-06_18-07-23.zip (4.7 MB) output.rar (17.7 MB)

2

Have you tried rolling back Plex Media Server to a previous version?
That might get you happy Plexing for now.

It looks like it can’t find any suitable nvdec hardware decoder, and FFMPEG returns errors about that in the logs.

In "Plex Media Server.1.log 
Nov 06, 2019 14:53:06.900 [4932] DEBUG - Codecs: testing mpeg4 (decoder) with hwdevice nvdec
Nov 06, 2019 14:53:06.900 [4932] DEBUG - Codecs: hardware transcoding: testing API nvdec
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded lib: nvcuda.dll
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuInit
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuDeviceGetCount
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuDeviceGet
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuDeviceGetAttribute
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuDeviceGetName
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuDeviceComputeCapability
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuCtxCreate_v2
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuCtxSetLimit
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuCtxPushCurrent_v2
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuCtxPopCurrent_v2
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuCtxDestroy_v2
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuMemAlloc_v2
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuMemAllocPitch_v2
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuMemsetD8Async
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuMemFree_v2
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuMemcpy2D_v2
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuMemcpy2DAsync_v2
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuGetErrorName
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuGetErrorString
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuStreamCreate
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuStreamQuery
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuStreamSynchronize
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuStreamDestroy_v2
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuStreamAddCallback
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuEventCreate
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuEventDestroy_v2
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuEventSynchronize
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuEventQuery
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuEventRecord
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuLaunchKernel
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuModuleLoadData
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuModuleUnload
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuModuleGetFunction
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuTexObjectCreate
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuTexObjectDestroy
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuGLGetDevices_v2
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuGraphicsGLRegisterImage
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuGraphicsUnregisterResource
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuGraphicsMapResources
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuGraphicsUnmapResources
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuGraphicsSubResourceGetMappedArray
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuDeviceGetUuid
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuImportExternalMemory
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuDestroyExternalMemory
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuExternalMemoryGetMappedBuffer
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuExternalMemoryGetMappedMipmappedArray
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuMipmappedArrayGetLevel
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuMipmappedArrayDestroy
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuImportExternalSemaphore
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuDestroyExternalSemaphore
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuSignalExternalSemaphoresAsync
Nov 06, 2019 14:53:06.900 [4932] DEBUG - [FFMPEG] - Loaded sym: cuWaitExternalSemaphoresAsync
Nov 06, 2019 14:53:06.900 [4932] ERROR - [FFMPEG] - cu->cuInit(0) failed
Nov 06, 2019 14:53:06.900 [4932] ERROR - [FFMPEG] -  -> CUDA_ERROR_UNKNOWN: unknown error
Nov 06, 2019 14:53:06.900 [4932] ERROR - [FFMPEG] - 
Nov 06, 2019 14:53:06.900 [4932] DEBUG - Codecs: hardware transcoding: opening hw device failed - probably not supported by this system, error: Unknown error occurred

I’m not sure what happens after that, but you’ve documented it well.
Thanks for the report.

3

I actually removed my NVIDIA GPU in the server in an attempt to see if that was an issue and nothing changed. This has actually been a problem for I would say, close to a year. It’s just seeming to happen more frequently, and on more things I want to watch

4

Ok the fact it’s been going on for a year…

sounds like you’re hitting the jackpot with two issues. NVIDIA GPU support was just added about a month ago.

Intel QSV is pretty reliable. Your logs say you have Win10 and

3600 MHz processor(s): Architecture=0, Level=6, Revision=40459 Processor Identifier=Intel64 Family 6 Model 158 Stepping 11, GenuineIntel

It should be clear skies and good air up there.
If it was mine, I would clone the windows hard drive, then nuke it, do a clean install and test.

Because there’s so many problems with hardware acceleration and recent PMS versions, you may have to try a few combinations of Windows drivers and PMS versions. I’m thinking the 1.16 series could be the one with the least changes to the transcoder.

Some people simply have luck getting their GPU drivers refreshed, updated, reinstalled.

5

So at this point, reloading Windows is not an option. I have 5 different web applications loaded onto this server for media discovery and monitoring, and some of them to not migrate easily.

That being said. I currently do not have the NVIDIA GPU installed. I have been attempting to see what the difference was with the Intel QSV, and honestly, it seems it may have made it worse. So other than reinstalling windows, what are some steps I can take to ensure this recognizes and uses my Intel CPU? I purposely bought this CPU for this reason alone.

6

Okay continue with the current install and attempt to debug sounds good.

Now that you’ve removed the NVIDIA GPU, PMS won’t be attempting to use it. So let’s get fresh logs of a test case.

Restart PMS, give it 6 min. to initialize itself, then try to play a video to express the failure, wait 30sec, then download logs.

Thanks

7

Exactly the same. I even updated my motherboard BIOS to the latest.Plex Media Server Logs_2019-11-10_00-55-22.zip (4.9 MB)

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