Cannot make decision because file is unplayable - color space is not supported

Plex Media Server
1

Server Version#: 1.30.0.6486
Player Version#: 9.13.1.37459 (Android)

Certain files fail to play with the generic error message “there was an error.”

On the server side, these messages appear in the log:

Dec 24, 2022 02:38:42.003 [0x7f1661379b38] ERROR - [Req#26b/Transcode] Streaming Resource: Cannot make a decision because either the file is unplayable or the client provided bad data
Dec 24, 2022 02:38:42.003 [0x7f1661379b38] DEBUG - [Req#26b/Transcode] Streaming Resource: Reached Decision id=669184 codes=(General=2000,Neither direct play nor conversion is available. Direct Play=3000,App cannot direct play this item. Direct play is disabled. Transcode=2003,File is unplayable. Color space is not supported.) media=(id=712828 part=(id=769380 decision=none container=mkv protocol=hls streams=(Video=(id=1485339 decision=transcode bitrate=2147483647 encoder=h264_nvenc width=3840 height=2160) Audio=(id=1485338 decision=copy channels=6 rate=48000))))

Note that direct play is only disabled for this client because they are WAN and I don’t have the bandwidth. As for the file in question, it is 10-bit, 4:2:0, Dolby Vision. Nothing unusual.

Plex Media Server Logs_2022-12-24_02-43-14.zip (3.6 MB)

2

If the video is Dolby Vision Profile 5, you will not be able to transcode it.
It’s a limitation of Profile 5 streams (which are meant for direct play consumption only) , there is no HDR layer to fall back on.

3

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