Audio cutting out for less than a second every couple of seconds

Plex Players Smart TVs
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Server Version#:1.19.4.2902-69560ce1e
Player Version#:4.19.2

I have a synology NAS running the above version of plex, streaming over a wired connection to my 2020 QE70T samsung running tizen and the plex app.

The video works perfectly but sound will play for a couple of seconds then cut out for a very very short amount of time then start again. Films are currently unwatchable due to the frequency of audio drop outs.

I would say around 3-5 audio cut outs over a 10 second period all literally just a complete stop in sound for a bar/fraction of a second.

Audio resumes in sync but obviously massively annoying.

The file I am trying to play is ac3 5.1 audio it says,
If you go to information while playing it says:

can direct stream audio: true
can direct stream vide: false
setting - dolby digital ac3: false
allow direct play: true

Not sure if any of that helps. I have logs but when you download the zip you get 141 files so not sure which would be best to add?

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wired all the way through. synology connected to a unifi managed switch connected to the tv all through cat6

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“luckily” my daughter has been watching Rapunzel with jumping sound for the last 20 mins of so - she is 3 years old so not sure she has even noticed.

Here is a current log:

Plex Media Server Logs_2020-06-11_07-10-16.zip (4.4 MB)

and xml file attachedxml data.txt (10.4 KB)

hope they work and are what you need.

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just to advise a couple of minutes into playback on this file and no sound cutting out so have uploaded the xml for this.

Rapunzel is not the only film to cut out sound wise so presume its encoding or format related rather than server or connection but I would say we have successfully played Rapunzel lots of times so its something new that’s happened to either the samsung app or synology server software ( I would say)

trollsxml.txt (7.0 KB)

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Amazing thank you so much!

will handbrake the file today and confirm this helps but sounds like it will.

in terms of the double NAT nope, I have always had this error and plex always says remote access is always showing an exclamation mark but I have never gotten to the bottom of it.

Current set up is BT broadband in the UK with their home hub 5 but with wifi turned off.
I then have cat6 to a managed unifi switch and Unify AP Pro off this but nothing plex or synology really touches wifi.

Sounds like something to fix another day.

Thanks for the heads up on video folder too, I have the subfolders listed above as the structure but within the video folder, will follow your instructions to move.

Thanks again for your help and quick replies. I will recode Rapunzel and confirm it resolves the issue

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