Cannot play some EAC3 tracks

General Discussions
1

Hi,
Currently experiencing issue with playing audio file EAC3 (issue only with ITA language, ENG works)

Some data:
TV LG OLED 55B6V with webos 3.0.
Using Plex 4.17.3 (retrieving content from NAS)
Sound played by soundbar Sonos connected via HDMI to the TV

Windows 10, server plex 4.12.3

This is an example…traccia n.3 (eng) works, traccia n. 2 NOT

Traccia n. 1: video (V_MPEG4/ISO/AVC) [WEBDL] {eng}
Traccia n. 2: audio (A_EAC3) [EAC3] {ita}
Traccia n. 3: audio (A_EAC3) [EAC3] {eng}

Anyone can help please?
Thank you
Bye

2

Can you provide the XML from PMS for that file?

3

Please Could you explain me where I can find the XML or how to make the XML from PMS for that file ?

I add these notes too that could help:

  • the track works on the pc but not on TV
  • when film is playing if I go to Plex Server-Settings-Control Pannel-Console I get this error: 13320 Unable to find client profile for device : platform=webOS, platformVersion=3.3.0, device=, model=OLED55B6V-Z
4

Look in https://support.plex.tv/articles/201998867-investigate-media-information-and-formats/ for instructions.

That error isn’t really an error, more of a warning, and does not affect playback.

6

Plex.txt (6.3 KB)

7

There is nothing identifiable in the XML to indicate the 2 tracks are different. In the Plex app on your LG, there is an option in the settings to send logging info to your server. Please try playing the video using the Italian track and wait for it to fail. Then get me the log from PMS. https://support.plex.tv/articles/200250417-plex-media-server-log-files/

8

I did everything you wrote. As I don’t get any failure (the problem is that I don’t hear the sound) I then stopped the film after a while
Plex Media Server Logs_2020-01-09_21-27-34.zip (2.7 MB)

9

Hi have you got any news for me :-)? thanks a lot

10

Sorry, missed the ping with your log. Looking at it now I see you have verbose logging enabled. Please turn that off. I only need debug enabled. Can you try playback again and get me a new log.

Also, have you tried playing the file outside of Plex just to confirm the audio track actually works?

11

Hi, thanks for your support, I really appreciate.
Here the logs. Film was played from 22:26 today Jan, 13th for about 3 minutes.
By the way , audio track works outside Plex:
Tested with VLC and also
it works with Plex on PC and Amazon stickPlex Media Server Logs_2020-01-13_22-28-17.zip (1.5 MB)

12

You didn’t enable this so there isn’t any information on what’s going on with the TV. PMS is sending the file as-is, i.e. direct playing. How it handles the audio is then up to the TV, but without the log info, I can’t see what’s going on. Try again.

13

Sorry… Here the logs. Film was played from 23:10 today Jan, 13th for about 3 minutes.

Plex Media Server Logs_2020-01-13_23-14-27.zip (1.5 MB)

14

Thanks, unfortunately, I still can’t find anything wrong. The TV requested the file correctly, PMS returned the file correctly. The file is being direct played. The audio track is the first track and based on the XML from before, it is encoded in a compatible format. There must be something specific with the TV that I can’t see. Can you provide me the file, so I can test. I have a different model than you, but if I can’t reproduce, I can check with the team and they may have a similar model they can try on.

15

I sent you a private message, thanks

16

Hi have you got any news for me :-)? thanks a lot

17

…:slight_smile: thanks