Server Version#:1.15.5.994
Player Version#: Android TV 7.14.1.9954 (859ddaa3)
While trying to play an episode of CSI on plex (it wouldn’t, and still wont, start at all), it keeps giving the error: “Playback has stopped because the connection to the Plex Media Server has been lost. Please ensure the server is available and retry”.
Checking the PMS server logs, this message keeps popping up every time:
Apr 28, 2019 18:51:30.986 [0x7fdf477fe700] Foutopsporing — We're going to try to auto-select an audio stream for account 1.
Apr 28, 2019 18:51:30.986 [0x7fdf477fe700] Foutopsporing — Selecting best audio stream for part ID 19454 (autoselect: 1 language: en)
Apr 28, 2019 18:51:30.986 [0x7fdf477fe700] Foutopsporing — Audio Stream: 55425, Subtitle Stream: -1
Apr 28, 2019 18:51:30.988 [0x7fdf477fe700] Foutopsporing — MDE: Selected protocol hls; container: mpegts
Apr 28, 2019 18:51:30.988 [0x7fdf477fe700] Foutopsporing — MDE: analyzing media item 19372
Apr 28, 2019 18:51:30.988 [0x7fdf477fe700] Foutopsporing — MDE: E7 - The Lost Girls (3): Direct Play is disabled
Apr 28, 2019 18:51:30.988 [0x7fdf477fe700] Foutopsporing — MDE: E7 - The Lost Girls (3): media must be transcoded in order to use the hls protocol
Apr 28, 2019 18:51:30.988 [0x7fdf477fe700] Foutopsporing — MDE: E7 - The Lost Girls (3): no direct play video profile exists for http/mkv/h264
Apr 28, 2019 18:51:30.988 [0x7fdf477fe700] Foutopsporing — MDE: E7 - The Lost Girls (3): no direct play video profile exists for http/mkv/h264/dca
Apr 28, 2019 18:51:30.989 [0x7fdf477fe700] Foutopsporing — Streaming Resource: Adding session 0x7fdf5400bac0:d630344356c628e9-com-plexapp-android which is using 34073kbps of WAN bandwidth. Used is now 34073kbps
Apr 28, 2019 18:51:30.989 [0x7fdf477fe700] Foutopsporing — Streaming Resource: Added session 0x7fdf5400bac0:d630344356c628e9-com-plexapp-android
Apr 28, 2019 18:51:30.989 [0x7fdf477fe700] Foutopsporing — Streaming Resource: Reached Decision id=11006 codes=(General=1001,Direct play not available; Conversion OK. Direct Play=3000,App cannot direct play this item. Direct play is disabled. Transcode=1001,Direct play not available; Conversion OK.) media=(id=19372 part=(id=19454 decision=transcode container=mpegts protocol=hls streams=(Video=(id=55424 decision=copy width=1920 height=1080) Audio=(id=55425 decision=copy channels=6 rate=48000))))
The same video file plays fine through the plex web client to my PC, though I guess it’s just using direct-play.
Is this a bug in PMS? I can’t imagine no h264 profile exists yet.
That is a snippet and not what Plex support looks for. Having all the logs from the download zip allow for a better picture of what may be wrong, but have it your way.
Asking for the entire server log helps when you have unexperienced people asking for help, as they often don’t know what to look for, nor what to give.
The only relevant part of my server log however is the provided snippet, in special the 2 lines:
no direct play video profile exists for http/mkv/h264
no direct play video profile exists for http/mkv/h264/dca
And having had a look through the server files, I’m not comfortable sharing the amount of detail that’s shown in the rest of the log, especially given the irrelevance.
Either way, fact still is that the plex team has yet to make themselves known or show any interest for that matter. For which I’d say a month of time would’ve been plenty.
Sorry, took me a little while since this wasn’t on my radar anymore until it happened again today.
Made a sample of the MKV using DD, oddly enough, the sample plays fine, the original still doesn’t.
Truncated my logs before I played the original file (which gave an error), and then played the sample file (which played fine).
I followed the same steps afterwards with the Android Log file.
Sorry. I had looked at your logs and didn’t see anything odd earlier.
I just looked again and I noticed this time that your PMS log shows you playing S00E01, but your Android log shows S10E07. I need to see both logs for the same time period to reall yunderstadn what is going on.
However, if the sample plays fine, it’s very possible that the original file was encoded incorrectly. Can you remux the entire file and see if that will play?
@anon18523487 S00E01 is the sample file, and S10E07 is the file giving issues.
This happens for multiple files though, sometimes even entire seasons. This has however never happened to me before, and I’ve been using plex for quite a while at this point.
I can play the files perfectly fine from my computer too, so you’d think that my TV should be able to play them without any transcoding too (at least that’s my understanding).
When playing the sample, PMS transcoded the audio to AC3 since it couldn’t handle the DTS-HD MA audio. For the original file, I see the client saying it can’t handle the DTS-HD MA, but I can’t see what your PMS is doing. I need to see the PMS logs from playing the original file.
EDIT: just for clarification, like I mentioned earlier (but perhaps not clearly enough) is that I did the steps of playing the files individually (though in the same order) for the PMS and Android logs. So datetime-wise they won’t match up, but behaviour-wise, and the order in which the files were played are in the same way. (And the same reproducible issue happened).
I see what is going on, but I’m not sure why. With the original file, it understands that it can’t passthrough the DTS audio since you have it connected via an optical connection. However, it still uses the DTS track. I’ll have to check with the devs to see if this is a bug. With the sample, it converts the audio to AC3.
In the meantime, check your pass-through settings and turn off the option to use DTS.
@anon18523487 I checked it right away, DTS passthrough was indeed enabled.
Made sure the error was still happening (spoiler: it was). Turned off DTS passthrough, et voila. Problem fixed.
