Cannot stream one episode of a show

Plex Media Server
1

Server Version#: Version 1.43.0.10346
Player Version#: 10.30.6.4151 (f1455a3f)

Other episodes working fine… this one shows “Unable to play media” on my Nvidia Shield.

Nov 21, 2025 18:40:28.617 [132791277042488] Debug — WebSocket: Performing handshake from origin https://app.plex.tv
Nov 21, 2025 18:40:28.617 [132791277042488] Debug — Beginning read from WebSocket
Nov 21, 2025 18:40:28.624 [132791233768248] Debug — Request: [192.168.70.4:49595 (Subnet)] GET /activities (31 live) #2fb TLS GZIP Signed-in Token (JohnMaguire)
Nov 21, 2025 18:40:28.624 [132791335832376] Debug — Completed: [192.168.70.4:49595] 200 GET /activities (31 live) #2fb TLS GZIP 0ms 475 bytes (pipelined: 11)
Nov 21, 2025 18:40:29.072 [132791273904952] Debug — Request: [[::1]:42918 (Loopback)] GET /identity (32 live) #2fc Signed-in
Nov 21, 2025 18:40:29.072 [132791337941816] Debug — Completed: [[::1]:42918] 200 GET /identity (32 live) #2fc 0ms 418 bytes (pipelined: 1)
Nov 21, 2025 18:40:31.194 [132791230077752] Debug — Request: [192.168.72.125:40250 (WAN)] GET /library/metadata/578873?asyncAugmentMetadata=1&checkFiles=1&includeExtras=1&includeReviews=1 (31 live) #2ba TLS GZIP Signed-in Token (JohnMaguire)
Nov 21, 2025 18:40:31.199 [132791230077752] Debug — We're going to try to auto-select an audio stream for account 1.
Nov 21, 2025 18:40:31.199 [132791230077752] Debug — Selecting best audio stream for part ID 3191837 (language: en)
Nov 21, 2025 18:40:31.199 [132791230077752] Debug — Audio Stream: 4193906, Subtitle Stream: 4193907
Nov 21, 2025 18:40:31.202 [132791335832376] Debug — Completed: [192.168.72.125:40250] 200 GET /library/metadata/578873?asyncAugmentMetadata=1&checkFiles=1&includeExtras=1&includeReviews=1 (31 live) #2ba TLS GZIP 8ms 3783 bytes (pipelined: 4)
Nov 21, 2025 18:40:31.275 [132791277042488] Debug — Request: [192.168.72.125:40252 (WAN)] GET /library/metadata/578873?includeRelated=1&includeLoudnessRamps=1&includeChapters=1&includeMarkers=1 (31 live) #2b6 TLS GZIP Signed-in Token (JohnMaguire)
Nov 21, 2025 18:40:31.278 [132791277042488] Debug — We're going to try to auto-select an audio stream for account 1.
Nov 21, 2025 18:40:31.278 [132791277042488] Debug — Selecting best audio stream for part ID 3191837 (language: en)
Nov 21, 2025 18:40:31.278 [132791277042488] Debug — Audio Stream: 4193906, Subtitle Stream: 4193907
Nov 21, 2025 18:40:31.284 [132791337941816] Debug — Completed: [192.168.72.125:40252] 200 GET /library/metadata/578873?includeRelated=1&includeLoudnessRamps=1&includeChapters=1&includeMarkers=1 (31 live) #2b6 TLS GZIP 8ms 3978 bytes (pipelined: 2)
Nov 21, 2025 18:40:31.331 [132791233768248] Debug — Request: [192.168.72.125:40250 (WAN)] GET /library/metadata/578873?checkFiles=1&includeChapters=1 (31 live) #315 TLS GZIP Signed-in Token (JohnMaguire)
Nov 21, 2025 18:40:31.338 [132791233768248] Debug — We're going to try to auto-select an audio stream for account 1.
Nov 21, 2025 18:40:31.338 [132791233768248] Debug — Selecting best audio stream for part ID 3191837 (language: en)
Nov 21, 2025 18:40:31.338 [132791233768248] Debug — Audio Stream: 4193906, Subtitle Stream: 4193907
Nov 21, 2025 18:40:31.342 [132791337941816] Debug — Completed: [192.168.72.125:40250] 200 GET /library/metadata/578873?checkFiles=1&includeChapters=1 (31 live) #315 TLS GZIP 11ms 3885 bytes (pipelined: 5)
Nov 21, 2025 18:40:31.518 [132791273904952] Debug — Request: [192.168.72.125:40250 (WAN)] GET /video/:/transcode/universal/decision?advancedSubtitles=text&audioBoost=100&autoAdjustQuality=0&autoAdjustSubtitle=1&directPlay=0&directStream=1&directStreamAudio=1&fastSeek=1&hasMDE=1&location=lan&maxVideoBitrate=200000&mediaBufferSize=209664&mediaIndex=0&partIndex=0&path=%2Flibrary%2Fmetadata%2F578873&protocol=*&session=201fb6b267946643-com-plexapp-android&subtitles=embedded&subtitleSize=100&videoBitrate=200000&videoQuality=100&videoResolution=3840x2160 (31 live) #32b TLS GZIP Signed-in Token (JohnMaguire)
Nov 21, 2025 18:40:31.518 [132791273904952] Debug — [Req#32b/Transcode] Found session GUID of 201fb6b267946643-com-plexapp-android in session start.
Nov 21, 2025 18:40:31.519 [132791273904952] Debug — [Req#32b/Transcode] TranscodeUniversalRequest: adapting profile with augmentation data: add-limitation(scope=videoCodec&scopeName=h264&type=upperBound&name=video.level&value=52)+add-limitation(scope=videoCodec&scopeName=*&type=upperBound&name=video.width&value=3840&replace=true)+add-limitation(scope=videoCodec&scopeName=*&type=upperBound&name=video.height&value=2160&replace=true)+add-limitation(scope=videoCodec&scopeName=hevc&type=notMatch&name=video.DOVIProfile&value=5)+add-transcode-target(type=videoProfile&context=streaming&protocol=hls&container=mkv&videoCodec=h264,hevc,mpeg2video&audioCodec=aac,ac3,wmav1,wmav2,wmalossless,wmapro,wmavoice&subtitleCodec=ass,pgs,subrip,dvd_subtitle,mov_text,vtt,dvb_subtitle&replace=true)+add-transcode-target-settings(type=videoProfile&context=streaming&protocol=hls&CopyMatroskaAttachments=true)+add-transcode-target-audio-codec(type=videoProfile&context=streaming&protocol=hls&audioCodec=mp3)+add-transcode-target-audio-codec(type=videoProfile&context=streaming&protocol=hls&audioCodec=ac3)+add-limitation(scope=videoCodec&scopeName=*&type=NotMatch&name=video.anamorphic&value=999&replace=true)+add-transcode-target(type=subtitleProfile&context=streaming&protocol=http&container=mkv&subtitleCodec=srt)+append-transcode-target-codec(type=videoProfile&context=streaming&protocol=hls&videoCodec=mpeg2video)+append-transcode-target-codec(type=videoProfile&context=streaming&protocol=hls&videoCodec=hevc)+add-limitation(scope=videoCodec&scopeName=hevc&type=Match&name=video.profile&list=main|main 10)+add-limitation(scope=videoTranscodeTarget&scopeName=hevc&scopeType=videoCodec&context=streaming&protocol=hls&type=match&name=video.colorTrc&list=smpte2084|bt709|bt470m|smpte240m|smpte170m|bt470bg|bt2020-10&isRequired=false)
Nov 21, 2025 18:40:31.520 [132791273904952] Debug — [Req#32b/Transcode] TranscodeUniversalRequest: using augmented profile Android
Nov 21, 2025 18:40:31.520 [132791273904952] Debug — [Req#32b/Transcode] Downloading document http://127.0.0.1:32400/library/metadata/578873?includeBandwidths=1&offset=-1&X-Plex-Incomplete-Segments=1&X-Plex-Session-Identifier=201fb6b267946643-com-plexapp-android
Nov 21, 2025 18:40:31.536 [132791273904952] Debug — [Req#32b/Transcode] We're going to try to auto-select an audio stream for account 1.
Nov 21, 2025 18:40:31.536 [132791273904952] Debug — [Req#32b/Transcode] Selecting best audio stream for part ID 3191837 (language: en)
Nov 21, 2025 18:40:31.536 [132791273904952] Debug — [Req#32b/Transcode] Audio Stream: 4193906, Subtitle Stream: 4193907
Nov 21, 2025 18:40:31.543 [132791273904952] Debug — [Req#32b/Transcode] MDE: Selected protocol hls; container: mkv
Nov 21, 2025 18:40:31.543 [132791273904952] Debug — [Req#32b/Transcode] MDE: analyzing media item 715593
Nov 21, 2025 18:40:31.543 [132791273904952] Debug — [Req#32b/Transcode] MDE: E4 - Please, Carol: Direct Play is disabled
Nov 21, 2025 18:40:31.543 [132791273904952] Debug — [Req#32b/Transcode] MDE: E4 - Please, Carol: media must be transcoded in order to use the hls protocol
Nov 21, 2025 18:40:31.543 [132791273904952] Debug — [Req#32b/Transcode] MDE: E4 - Please, Carol: no direct play video profile exists for http/mkv/hevc
Nov 21, 2025 18:40:31.543 [132791273904952] Debug — [Req#32b/Transcode] MDE: E4 - Please, Carol: no direct play video profile exists for http/mkv/hevc/eac3
Nov 21, 2025 18:40:31.543 [132791273904952] Debug — [Req#32b/Transcode] Please, Carol - video.DOVIProfile limitation applies: 5 == 5
Nov 21, 2025 18:40:31.543 [132791273904952] Debug — [Req#32b/Transcode] Please, Carol - video.DOVIProfile limitation applies: 5 == 5
Nov 21, 2025 18:40:31.543 [132791273904952] Debug — [Req#32b/Transcode] MDE: E4 - Please, Carol: no remuxable profile found, so video stream will be transcoded
Nov 21, 2025 18:40:31.543 [132791273904952] Debug — [Req#32b/Transcode] MDE: Cannot direct stream video stream due to profile or setting limitations
Nov 21, 2025 18:40:31.543 [132791273904952] Debug — [Req#32b/Transcode] MDE: Cannot direct stream audio stream due to codec eac3 when profile only allows ac3
Nov 21, 2025 18:40:31.543 [132791273904952] Debug — [Req#32b/Transcode] MDE: PLUR1BUS - S1 E4 - Please, Carol: selected media 0 / 715593
Nov 21, 2025 18:40:31.543 [132791273904952] Error — [Req#32b/Transcode] Streaming Resource: Cannot make a decision because either the file is unplayable or the client provided bad data
Nov 21, 2025 18:40:31.543 [132791273904952] Debug — [Req#32b/Transcode] Streaming Resource: Reached Decision id=578873 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. DoVi (Profile 5) color space is not supported.) media=(id=715593 part=(id=3191837 decision=none container=mkv protocol=hls streams=(Video=(id=4193905 decision=transcode bitrate=20121 encoder=h264_vaapi width=3840 height=1606) Audio=(id=4193906 decision=transcode bitrate=640 encoder=ac3 channels=6 rate=48000) Subtitle=(id=4193907 decision=transcode bitrate=2147483647 encoder=ass languageCode=eng location=embedded))))
Nov 21, 2025 18:40:31.543 [132791337941816] Debug — Completed: [192.168.72.125:40250] 200 GET /video/:/transcode/universal/decision?advancedSubtitles=text&audioBoost=100&autoAdjustQuality=0&autoAdjustSubtitle=1&directPlay=0&directStream=1&directStreamAudio=1&fastSeek=1&hasMDE=1&location=lan&maxVideoBitrate=200000&mediaBufferSize=209664&mediaIndex=0&partIndex=0&path=%2Flibrary%2Fmetadata%2F578873&protocol=*&session=201fb6b267946643-com-plexapp-android&subtitles=embedded&subtitleSize=100&videoBitrate=200000&videoQuality=100&videoResolution=3840x2160 (31 live) #32b TLS GZIP 25ms 704 bytes (pipelined: 6)
2

Looks very much like a bad file.

Nov 21, 2025 18:40:31.543 [132791273904952] Error — [Req#32b/Transcode] Streaming Resource: Cannot make a decision because either the file is unplayable or the client provided bad data

If it’s only this file, I would assert it’s a damaged file

3

It works when played via Plex Web on another device. I think I figured it out though - this file is DV-only, while the other files contained DV and HDR information - and this TV only supports HDR. My apologies.

4

“DV only” ? Profile 5 ?

PMS can drop DV from files with fallback HDR.

5 
Video
ID                                       : 1
Format                                   : HEVC
Format/Info                              : High Efficiency Video Coding
Format profile                           : Main 10@L5@High
HDR format                               : Dolby Vision, Version 1.0, dvhe.05.06, BL+RPU
Codec ID                                 : V_MPEGH/ISO/HEVC
Duration                                 : 45 min 16 s
Bit rate                                 : 24.7 Mb/s
Width                                    : 3 840 pixels
Height                                   : 1 606 pixels
Display aspect ratio                     : 2.40:1
Frame rate mode                          : Constant
Frame rate                               : 23.976 (24000/1001) FPS
Color space                              : YUV
Chroma subsampling                       : 4:2:0
Bit depth                                : 10 bits
Bits/(Pixel*Frame)                       : 0.167
Stream size                              : 7.80 GiB (97%)
Default                                  : Yes
Forced                                   : No

vs.

ID                                       : 1
Format                                   : HEVC
Format/Info                              : High Efficiency Video Coding
Format profile                           : Main 10@L5@High
HDR format                               : Dolby Vision, Version 1.0, dvhe.08.06, BL+RPU, HDR10 compatible / SMPTE ST 2094 App 4, Version 1, HDR10+ Profile B compatible
Codec ID                                 : V_MPEGH/ISO/HEVC
Duration                                 : 45 min 16 s
Bit rate                                 : 24.6 Mb/s
Width                                    : 3 840 pixels
Height                                   : 1 606 pixels
Display aspect ratio                     : 2.40:1
Frame rate mode                          : Constant
Frame rate                               : 23.976 (24000/1001) FPS
Color space                              : YUV
Chroma subsampling                       : 4:2:0 (Type 2)
Bit depth                                : 10 bits
Bits/(Pixel*Frame)                       : 0.167
Stream size                              : 7.78 GiB (97%)
Default                                  : Yes
Forced                                   : No
Color range                              : Limited
Color primaries                          : BT.2020
Transfer characteristics                 : PQ
Matrix coefficients                      : BT.2020 non-constant
Mastering display color primaries        : Display P3
Mastering display luminance              : min: 0.0050 cd/m2, max: 1000 cd/m2
Maximum Content Light Level              : 1277 cd/m2
Maximum Frame-Average Light Level        : 394 cd/m2

The former works, the latter does not. The TV does not support DV, but does support HDR (Samsung S90F.)

6

DVHE 05.06 = Dolby Vision Profile 5 60 fps

DVHE 08.06 = DV (BL + RPU) + HDR10 compatible 60 FPS

The search for the Samsung 90F state:

the Samsung S90F supports HDR10+ and HDR10, but not Dolby Vision. It also supports HLG.

HDR10+ is Samsung’s format.
HDR10 is the standard

Looks like you’re getting playback from the Profile 5 part of the stream
AFAIK, Not all Samsung TVs support HDR10 (they announced they would support it starting in 2025) Software up to date ?

This is confusing. It’s not making sense.

7

Yes, it supports HDR10+ and HDR10 but not DV. The non-working video lists:

HDR format                               : Dolby Vision, Version 1.0, dvhe.05.06, BL+RPU

The working video lists:

HDR format                               : Dolby Vision, Version 1.0, dvhe.08.06, BL+RPU, HDR10 compatible / SMPTE ST 2094 App 4, Version 1, HDR10+ Profile B compatible

Which means it contains both an HDR10 layer and a DV layer. It does not seem that Plex will convert the DV to HDR10 - it shows the error in the log and I get the “Unable to play media” error instead.

8

Plex is not licensed to transcode DV video. Plex is only licensed to pass through (DirectPlay or DirectStream). If DirectPlay (video) is not capable then playback fails.

Plex is licensed to decode Dolby audio formats (software provided by Dolby to do the actual conversion. We use their tool . This is how you get a DirectStream (unconverted video + converted audio)