Android TV client unable to play with subtitles

Plex Players Smart TVs
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1

Server Version#: 1.18.7.2438 (on DS918+)
Player Version#: 7.28.0.15501 (ba34f115)(?)

Since it’s not a server issue (logs just said client terminated), here’s the network log in a pastebin: https://pastebin.com/UzH9W97H

Basically, on (2) Android TV’s it won’t start playing the movie/serie and gives a “sorry something went wrong” error… So far I’ve seen it do this with .srt and MOV_TEXT.
This only started happening recently. It’s for an old man (his account atm) of 74 that cannot understand English and has to have subs on, so it kinda sucks that he’s unable to watch anything.

If you guys need more info or logs, just let me know and I’ll take care of it.

Thanks in advance.

2

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.

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Would be nice to get some actual support… I mean, logs should make it obvious what’s happening?!

4

Welp, this is why I keep advising people against buying Plex Pass… Not getting support is a serious downside of using Plex.

I’ll just move him to Emby.

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May I have the SERVER logs ZIP file
DEBUG - ON, VERBOSE - OFF
which is captured after recreating the problem?

I can’t tell anything from player logs.

I would hope everyone knows what I need to help by now?
(sorry if I sound tired & annoyed but I’m one person covering Linux, Synology, and doing development work)

6

Apologies, I will get those as soon as I visit the person of this account. (Though it just says terminated there. The issue is soley with the Plex player on AndroidTV as far as I’ve diagnosed the issue. As it also happens in my personal setting that has a Windows PC running the server.)

The reason why I’m frustrated about it, is because this is about an old guy of 74 that watches movies and series all day using this. Before he was using DVD’s but I convinced him to go digital using Plex and a NAS. I kinda felt like I had given him bad advice because it’s not working anymore and he has nothing to watch.

7

excuse me.

Windows PC, with Android player, in the Synology section?

Clarify please?

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I’m also having this problem. I’m gonna post a log soon. It is the same problem as here though. Analyse doesn’t solve it.

9

The OP has not responded and apparently changed his mind.

Please create a fresh thread.
This thread is closed.

12

I’m experiencing this issue with my Sharp Android TV

It only happens on TV shows, never movies. Here’s a video of it occurring: https://streamable.com/ou70dt Edit: Deleted video
To get it to play. I need to disabled subtitles and then press play. I can then re-enable subtitles and it will play fine.

I enabled debug logs and tried playing something. I then downloaded the logs: Plex Media Server Logs_2020-05-07_15-32-01.zip (2.0 MB) Hopefully this captured the issue

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This is definitely player app related.

May 07, 2020 15:31:10.604 [0x7f52ee7fc700] DEBUG - MDE: Westworld - S3 E7 - Passed Pawn: selected media 0 / 15632
May 07, 2020 15:31:10.604 [0x7f52ee7fc700] DEBUG - Streaming Resource: Added session 0x7f525c19aa40:bab737ac8cf18db6-com-plexapp-android
May 07, 2020 15:31:10.604 [0x7f52ee7fc700] DEBUG - Streaming Resource: Reached Decision id=6737 codes=(MDE=1000,Direct play OK.) media=(id=15632 part=(id=16203 decision=direct play protocol=* streams=(Video=(id=36943 decision= width=1920 height=1080) Audio=(id=36944 decision= channels=0 rate=0) Subtitle=(id=36945 decision=unavailable languageCode=eng location=sidecar))))
May 07, 2020 15:31:10.604 [0x7f52ee7fc700] DEBUG - Content-Length of /mnt/Media Storage/Media/Plex/TV Shows/TV Shows/Westworld/Season 03/Westworld.S03E07.Passed.Pawn.1080p.10bit.WEBRip.6CH.x265.HEVC-PSA.mkv is 837782028 (of total: 853975115).
May 07, 2020 15:31:10.933 [0x7f52effff700] DEBUG - Failed to stream media, client probably disconnected after 3637248 bytes: 104 - Connection reset by peer
May 07, 2020 15:31:10.933 [0x7f52effff700] DEBUG - Completed after connection close: [192.168.1.11:53254] 206 GET /library/parts/16203/1587994531/file.mkv?autoAdjustQuality=0&hasMDE=1&location=lan&mediaBufferSize=74944 (12 live) TLS 341ms 3637248 bytes (range: bytes=16193087-) 
May 07, 2020 15:31:12.826 [0x7f52ef7fe700] DEBUG - Auth: authenticated user 1 as cca310

It’s not clear if the TV or the app or even the network.

All PMS knows is the connection with the app was terminated. PMS knows transcoding is needed, it’s made the decision about what to do but, before it could get started with FFMPEG, the client disappeared (disconnected).

If you can coordinate getting a set of both player (from the TV) and the server together, that would be fantastic. I can try look but will most likely need give it to the app team (i’m a server / operating system guy).

14

this dogshit app won’t play my movie when i select subtitles on my sony bravia tv. If I select no subtitles then it will play just fine but when i try to select subtitles it won’t load the movie, i’m suddenly staring at a black screen. This was never a problem in the first place so why the fk am i having this issue all of a sudden? i tried reinstalling but no luck. back to using my 3m long hdmi cable i guess fk this

note: i have passthrough settings on off. If i select it to HDMI it will have no sound but it will load subtitles and the movie just fine… in the past converting audio to something playable fixed loading times but apparently that setting has disappeared

15

Been seeing this issue for at least a month now on my Kogan android tv. Shows or movies with an external srt won’t start unless I disable the subs. I can select them after it begins and they work as expected.

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Yep, getting this issue on my shield TV as well.

worth noting that the same files with the same subs work fine in both browsers and the android app, it’s just the google TV that struggles and tells me to restart the plex client and the server (which does not help)

i can even resume the same file on a different device successfulyly, but if i switch back to the tv, it fails again

so appears to 100% be a player issue, given that there’s no server side crashing

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here are the logs from pms and android tv

Plex Media Server Logs_2020-05-26_07-49-35.zip (1.6 MB)
logging.txt (2.5 MB)

18

I looked at your logs and there are no errors reported, just that the video stopped. I see that the video has 24 fps but your TV is set to 60. I wonder if your TV is unable to handle the pulldown to get it to match. Try turning on the option to enable refresh rate switching.

19

Surprisingly I was able to fix this issue by setting the shield tv app to play videos in original quality.

20

I encountered this issue today. Plex server is running on my Synology NAS, Plex client is Android TV.

Internet connection is disabled (cable modem issues).

I was able to play videos without subtitles.

I was unable to play videos with ASS or SRT (the only two tested) subtitles. When I turned the subtitles off, I was able to play those videos.

I suspect that Plex is attempting to use the internet somehow when the subtitles are turned on, and when it fails to connect it refuses to play the file.