Certain files won't stream over internet, but no problem on home network

Plex Media Server NAS & Devices
1

Server Version#: 1.32.7.7621-7000
Player Version#: 10.4.0.4843 (Android)
<If providing server logs please do NOT turn on verbose logging, only debug logging should be enabled>

My PMS is running on a Synology DS1019+.

I am having an issue where certain recent files I received stream totally fine within my home network, but fail when trying to stream the file to a Plex client over the internet. It doesn’t matter what the Plex client is running on (I put the Android player version there, but it fails equally over the internet when using a Firestick or a browser). As long as the client is not on the home network, it is failing. This is only happening with .mkv files I received recently from someone, but not to any other files I have. At first, I thought it was the file and perhaps the way it’s been created, but I am puzzled as to how this would create this issue. The error message that is received on the client is first a long spinning circle, and then:

ERROR

An error occurred while attempting to play this video. Please check your connection and try again.

I also thought maybe it could be the router, but again - I’m not sure why this is only happening to these files but not my other Plex media. I have no problem with my other .mkv, .mp4 files.

I tried looking at the logs, and I think this is the part of when the file is failing when requested over the internet:

Dec 03, 2023 21:42:46.498 [140416549657400] DEBUG - Request: [166.199.4.51:39086 (WAN)] GET /video/:/transcode/universal/session/a73be7b87ea1b1c6-com-plexapp-android/base/header (14 live) #2407 TLS Signed-in
Dec 03, 2023 21:42:48.084 [140416536869688] DEBUG - [NSB/SSDP] Parsing SSDP schema for http://192.168.22.25:9080
Dec 03, 2023 21:42:48.132 [140416568429368] DEBUG - [HttpClient/HCl#393] HTTP/1.1 (0.0s) 200 response from GET http://192.168.22.25:9080 (reused)
Dec 03, 2023 21:42:49.255 [140416536869688] DEBUG - [NSB/SSDP] Parsing SSDP schema for http://192.168.22.17:9080
Dec 03, 2023 21:42:49.262 [140416568429368] DEBUG - [HttpClient/HCl#394] HTTP/1.1 (0.0s) 200 response from GET http://192.168.22.17:9080
Dec 03, 2023 21:42:49.838 [140416501525304] DEBUG - SSDP departed after not being seen for 20.381727 seconds: 192.168.22.22 (Roku Ultra)
Dec 03, 2023 21:42:51.000 [140416516455224] ERROR - [Req#23fc/Transcode/a73be7b87ea1b1c6-com-plexapp-android/87dc236c-f158-4b6e-9594-0b440de91154] [eac3_eae @ 0x7facb155cdc0] EAE timeout! EAE not running, or wrong folder? Could not read '/var/packages/PlexMediaServer/shares/PlexMediaServer/AppData/tmp/pms-61fc5872-164e-4058-9b4f-dcf6a08d4eff/EasyAudioEncoder/Convert to WAV (to 8ch or less)/a73be7b87ea1b1c6-com-plexapp-android_10419-0-0.wav'
Dec 03, 2023 21:42:51.001 [140416520182584] ERROR - [Req#242c/Transcode/a73be7b87ea1b1c6-com-plexapp-android/87dc236c-f158-4b6e-9594-0b440de91154] [eac3_eae @ 0x7facb155cdc0] error reading output: -5 (I/O error)
Dec 03, 2023 21:42:51.002 [140416516455224] ERROR - [Req#2430/Transcode/a73be7b87ea1b1c6-com-plexapp-android/87dc236c-f158-4b6e-9594-0b440de91154] Error while decoding stream #0:1: I/O error
Dec 03, 2023 21:42:54.497 [140416520182584] DEBUG - Request: [166.199.4.51:10001 (WAN)] GET /video/:/transcode/universal/session/a73be7b87ea1b1c6-com-plexapp-android/base/header (14 live) #234a TLS Signed-in
Dec 03, 2023 21:42:55.134 [140416603958072] DEBUG - Completed: [166.199.4.51:39082] 200 GET /library/metadata/77399?includeRelated=1&includeLoudnessRamps=1&includeChapters=1&includeMarkers=1 (14 live) #205b TLS GZIP 9476ms 13214 bytes (pipelined: 2)
Dec 03, 2023 21:42:56.000 [140416516455224] ERROR - [Req#2434/Transcode/a73be7b87ea1b1c6-com-plexapp-android/87dc236c-f158-4b6e-9594-0b440de91154] [eac3_eae @ 0x7facb155cdc0] EAE timeout! EAE not running, or wrong folder? Could not read '/var/packages/PlexMediaServer/shares/PlexMediaServer/AppData/tmp/pms-61fc5872-164e-4058-9b4f-dcf6a08d4eff/EasyAudioEncoder/Convert to WAV (to 8ch or less)/a73be7b87ea1b1c6-com-plexapp-android_10419-0-1.wav'
Dec 03, 2023 21:42:56.001 [140416529677112] ERROR - [Req#2464/Transcode/a73be7b87ea1b1c6-com-plexapp-android/87dc236c-f158-4b6e-9594-0b440de91154] [eac3_eae @ 0x7facb155cdc0] error reading output: -5 (I/O error)
Dec 03, 2023 21:42:56.002 [140416516455224] ERROR - [Req#2469/Transcode/a73be7b87ea1b1c6-com-plexapp-android/87dc236c-f158-4b6e-9594-0b440de91154] Error while decoding stream #0:1: I/O error
Dec 03, 2023 21:43:01.000 [140416529677112] ERROR - [Req#246a/Transcode/a73be7b87ea1b1c6-com-plexapp-android/87dc236c-f158-4b6e-9594-0b440de91154] [eac3_eae @ 0x7facb155cdc0] EAE timeout! EAE not running, or wrong folder? Could not read '/var/packages/PlexMediaServer/shares/PlexMediaServer/AppData/tmp/pms-61fc5872-164e-4058-9b4f-dcf6a08d4eff/EasyAudioEncoder/Convert to WAV (to 8ch or less)/a73be7b87ea1b1c6-com-plexapp-android_10419-0-2.wav'
Dec 03, 2023 21:43:01.001 [140416516455224] ERROR - [Req#246f/Transcode/a73be7b87ea1b1c6-com-plexapp-android/87dc236c-f158-4b6e-9594-0b440de91154] [eac3_eae @ 0x7facb155cdc0] error reading output: -5 (I/O error)
Dec 03, 2023 21:43:01.002 [140416529677112] ERROR - [Req#2471/Transcode/a73be7b87ea1b1c6-com-plexapp-android/87dc236c-f158-4b6e-9594-0b440de91154] Error while decoding stream #0:1: I/O error
Dec 03, 2023 21:43:03.763 [140416516455224] DEBUG - Request: [166.199.4.51:10004 (WAN)] GET /video/:/transcode/universal/session/a73be7b87ea1b1c6-com-plexapp-android/base/header (15 live) #2411 TLS Signed-in
Dec 03, 2023 21:43:06.000 [140416529677112] ERROR - [Req#2475/Transcode/a73be7b87ea1b1c6-com-plexapp-android/87dc236c-f158-4b6e-9594-0b440de91154] [eac3_eae @ 0x7facb155cdc0] EAE timeout! EAE not running, or wrong folder? Could not read '/var/packages/PlexMediaServer/shares/PlexMediaServer/AppData/tmp/pms-61fc5872-164e-4058-9b4f-dcf6a08d4eff/EasyAudioEncoder/Convert to WAV (to 8ch or less)/a73be7b87ea1b1c6-com-plexapp-android_10419-0-3.wav'
Dec 03, 2023 21:43:06.001 [140416529677112] ERROR - [Req#2479/Transcode/a73be7b87ea1b1c6-com-plexapp-android/87dc236c-f158-4b6e-9594-0b440de91154] [eac3_eae @ 0x7facb155cdc0] error reading output: -5 (I/O error)
Dec 03, 2023 21:43:06.002 [140416529677112] ERROR - [Req#247d/Transcode/a73be7b87ea1b1c6-com-plexapp-android/87dc236c-f158-4b6e-9594-0b440de91154] Error while decoding stream #0:1: I/O error
Dec 03, 2023 21:43:09.840 [140416501525304] DEBUG - SSDP departed after not being seen for 21.921844 seconds: 192.168.22.142 (Living Room)
Dec 03, 2023 21:43:11.000 [140416529677112] ERROR - [Req#2481/Transcode/a73be7b87ea1b1c6-com-plexapp-android/87dc236c-f158-4b6e-9594-0b440de91154] [eac3_eae @ 0x7facb155cdc0] EAE timeout! EAE not running, or wrong folder? Could not read '/var/packages/PlexMediaServer/shares/PlexMediaServer/AppData/tmp/pms-61fc5872-164e-4058-9b4f-dcf6a08d4eff/EasyAudioEncoder/Convert to WAV (to 8ch or less)/a73be7b87ea1b1c6-com-plexapp-android_10419-0-4.wav'
Dec 03, 2023 21:43:11.001 [140416529677112] ERROR - [Req#2487/Transcode/a73be7b87ea1b1c6-com-plexapp-android/87dc236c-f158-4b6e-9594-0b440de91154] [eac3_eae @ 0x7facb155cdc0] error reading output: -5 (I/O error)
Dec 03, 2023 21:43:11.002 [140416529677112] ERROR - [Req#248c/Transcode/a73be7b87ea1b1c6-com-plexapp-android/87dc236c-f158-4b6e-9594-0b440de91154] Error while decoding stream #0:1: I/O error
Dec 03, 2023 21:43:13.953 [140416529677112] DEBUG - Request: [166.199.4.51:10006 (WAN)] GET /video/:/transcode/universal/session/a73be7b87ea1b1c6-com-plexapp-android/base/header (13 live) #2476 TLS Signed-in
Dec 03, 2023 21:43:16.000 [140416514345784] ERROR - [Req#248f/Transcode/a73be7b87ea1b1c6-com-plexapp-android/87dc236c-f158-4b6e-9594-0b440de91154] [eac3_eae @ 0x7facb155cdc0] EAE timeout! EAE not running, or wrong folder? Could not read '/var/packages/PlexMediaServer/shares/PlexMediaServer/AppData/tmp/pms-61fc5872-164e-4058-9b4f-dcf6a08d4eff/EasyAudioEncoder/Convert to WAV (to 8ch or less)/a73be7b87ea1b1c6-com-plexapp-android_10419-0-5.wav'
Dec 03, 2023 21:43:16.002 [140416514345784] ERROR - [Req#2493/Transcode/a73be7b87ea1b1c6-com-plexapp-android/87dc236c-f158-4b6e-9594-0b440de91154] [eac3_eae @ 0x7facb155cdc0] error reading output: -5 (I/O error)
Dec 03, 2023 21:43:16.002 [140416514345784] ERROR - [Req#2498/Transcode/a73be7b87ea1b1c6-com-plexapp-android/87dc236c-f158-4b6e-9594-0b440de91154] Error while decoding stream #0:1: I/O error
Dec 03, 2023 21:43:16.652 [140416603958072] DEBUG - WebSocket: client initiated close
Dec 03, 2023 21:43:16.652 [140416603958072] DEBUG - NotificationStream: Removing because of close
Dec 03, 2023 21:43:16.696 [140416514345784] DEBUG - Request: [166.199.4.51:10007 (WAN)] GET /video/:/transcode/universal/ping?autoAdjustQuality=0&hasMDE=1&location=cellular&mediaBufferSize=74944&session=a73be7b87ea1b1c6-com-plexapp-android (14 live) #2490 TLS GZIP Signed-in Token (kupkrazy) (SM-S918U1)
Dec 03, 2023 21:43:16.696 [140416514345784] DEBUG - [Req#2490/Transcode] Received transcode session ping for session a73be7b87ea1b1c6-com-plexapp-android.
Dec 03, 2023 21:43:16.696 [140416601848632] DEBUG - Completed: [166.199.4.51:10007] 200 GET /video/:/transcode/universal/ping?autoAdjustQuality=0&hasMDE=1&location=cellular&mediaBufferSize=74944&session=a73be7b87ea1b1c6-com-plexapp-android (14 live) #2490 TLS GZIP 0ms 195 bytes (pipelined: 1)
Dec 03, 2023 21:43:16.723 [140416603958072] DEBUG - handleStreamRead code 2: End of file
Dec 03, 2023 21:43:16.723 [140416603958072] DEBUG - Completed after connection close: [166.199.4.51:35382] -3 GET /:/websockets/notifications (14 live) #1df5 TLS GZIP 112902ms 731 bytes
Dec 03, 2023 21:43:17.944 [140416536869688] DEBUG - [NSB/SSDP] Parsing SSDP schema for http://192.168.22.142:49154/MediaRenderer/desc.xml
Dec 03, 2023 21:43:17.961 [140416568429368] DEBUG - [HttpClient/HCl#395] HTTP/1.1 (0.0s) 200 response from GET http://192.168.22.142:49154/MediaRenderer/desc.xml
Dec 03, 2023 21:43:17.961 [140416536869688] DEBUG - [NSB/SSDP] found 1 SSDP devices via http://192.168.22.142:49154/MediaRenderer/desc.xml
Dec 03, 2023 21:43:17.961 [140416536869688] DEBUG - [NSB/SSDP] SSDP arrived: 192.168.22.142 (Living Room)
Dec 03, 2023 21:43:19.675 [140416514345784] DEBUG - Request: [166.199.4.51:10002 (WAN)] GET /:/websockets/notifications (13 live) #249c TLS GZIP Signed-in Token (kupkrazy) (SM-S918U1)
Dec 03, 2023 21:43:19.675 [140416514345784] DEBUG - WebSocket: Performing handshake from origin 
Dec 03, 2023 21:43:19.675 [140416514345784] DEBUG - Beginning read from WebSocket
Dec 03, 2023 21:43:20.024 [140416536869688] DEBUG - [NSB/SSDP] Parsing SSDP schema for http://192.168.22.25:9080
Dec 03, 2023 21:43:20.040 [140416568429368] DEBUG - [HttpClient/HCl#396] HTTP/1.1 (0.0s) 200 response from GET http://192.168.22.25:9080 (reused)
Dec 03, 2023 21:43:20.255 [140416536869688] DEBUG - [NSB/SSDP] Parsing SSDP schema for http://192.168.22.17:9080
Dec 03, 2023 21:43:20.259 [140416568429368] DEBUG - [HttpClient/HCl#397] HTTP/1.1 (0.0s) 200 response from GET http://192.168.22.17:9080
Dec 03, 2023 21:43:21.000 [140416514345784] ERROR - [Req#249a/Transcode/a73be7b87ea1b1c6-com-plexapp-android/87dc236c-f158-4b6e-9594-0b440de91154] [eac3_eae @ 0x7facb155cdc0] EAE timeout! EAE not running, or wrong folder? Could not read '/var/packages/PlexMediaServer/shares/PlexMediaServer/AppData/tmp/pms-61fc5872-164e-4058-9b4f-dcf6a08d4eff/EasyAudioEncoder/Convert to WAV (to 8ch or less)/a73be7b87ea1b1c6-com-plexapp-android_10419-0-6.wav'
Dec 03, 2023 21:43:21.001 [140416514345784] ERROR - [Req#24c7/Transcode/a73be7b87ea1b1c6-com-plexapp-android/87dc236c-f158-4b6e-9594-0b440de91154] [eac3_eae @ 0x7facb155cdc0] error reading output: -5 (I/O error)
Dec 03, 2023 21:43:21.002 [140416514345784] ERROR - [Req#24ca/Transcode/a73be7b87ea1b1c6-com-plexapp-android/87dc236c-f158-4b6e-9594-0b440de91154] Error while decoding stream #0:1: I/O error
Dec 03, 2023 21:43:21.925 [140416514345784] DEBUG - Request: [166.199.4.51:10007 (WAN)] GET /video/:/transcode/universal/stop?autoAdjustQuality=0&hasMDE=1&location=cellular&mediaBufferSize=74944&path=%2Flibrary%2Fmetadata%2F77399&session=a73be7b87ea1b1c6-com-plexapp-android (13 live) #24a4 TLS GZIP Signed-in Token (kupkrazy) (SM-S918U1)
Dec 03, 2023 21:43:21.925 [140416501525304] DEBUG - [Req#24a4/Transcode] Killing job.
Dec 03, 2023 21:43:21.925 [140416501525304] DEBUG - [Req#24a4/Transcode] Signalling job ID 10419 with 9
Dec 03, 2023 21:43:21.925 [140416501525304] DEBUG - [Req#24a4/Transcode] Job was already killed, not killing again.
Dec 03, 2023 21:43:21.925 [140416501525304] DEBUG - [Req#24a4/Transcode] Stopping transcode session a73be7b87ea1b1c6-com-plexapp-android
Dec 03, 2023 21:43:21.925 [140416601848632] DEBUG - Completed: [166.199.4.51:10007] 200 GET /video/:/transcode/universal/stop?autoAdjustQuality=0&hasMDE=1&location=cellular&mediaBufferSize=74944&path=%2Flibrary%2Fmetadata%2F77399&session=a73be7b87ea1b1c6-com-plexapp-android (13 live) #24a4 TLS GZIP 0ms 195 bytes (pipelined: 2)
Dec 03, 2023 21:43:21.926 [140416471501624] DEBUG - [Req#24a4/Transcode] Cleaning directory for session a73be7b87ea1b1c6-com-plexapp-android (/var/packages/PlexMediaServer/shares/PlexMediaServer/AppData/Plex Media Server/Cache/Transcode/Sessions/plex-transcode-a73be7b87ea1b1c6-com-plexapp-android-87dc236c-f158-4b6e-9594-0b440de91154)
Dec 03, 2023 21:43:21.930 [140416501525304] DEBUG - [Req#24a4/Transcode] Transcoder: Cleaning old transcode directories.
Dec 03, 2023 21:43:21.931 [140416501525304] DEBUG - [Req#24a4/Transcode] Whacked session a73be7b87ea1b1c6-com-plexapp-android, 0 remaining.
Dec 03, 2023 21:43:21.938 [140416608766776] DEBUG - Jobs: '/volume1/@appstore/PlexMediaServer/Plex Transcoder' exit code for process 10419 is -9 (signal: Killed)

And again, when I play the same file after moving that client to the same home network, the file streams without issue.

Any ideas on what I should look into would be helpful!

2

When I see EAE errors, they are usually because the number of folders being watched by PMS has exceeded the what DSM allows by default -OR- there is a permissions problem in the transcoding temp directory.

There is a fairly easy way to figure out where the root problem is.

Would you please do the following.

  1. Restart Plex

  2. Let it sit completely idle for 2-3 minutes.
    Doing this will show us if the problem is the watch (notify) table overflowing.

  3. Next, Using a browser, open Plex and play the same file.
    Browsers can’t play EAC-3 so you’ll get audo transcoding again.
    If it fails here, we’ll know where to check next

After you’ve done this quick check

Settings - Troubleshooting - Download Logs (It will give you a ZIP file)

Please attach that ZIP file here for me to look at.

1 Like
3

Thanks for looking into this! I’ve done what you’ve said - maybe waited idle for about 4 mins. I notice looking through the log there were some lines about being out of space, which is odd since I have 3.9TB left on the volume. Also, when trying to play the file from a browser - this time I continued to get a spinning circle and did not get the error message after waiting a bit of time before I just downloaded the logs after a few minutes of spinning circle. I am using 1GB up/down as my internet service if that is useful.

Thanks again - hopefully it’s something I can fix on my end!

Plex Media Server Logs_2023-12-04_00-12-58.zip (3.1 MB)

4

@kupkrazy

It’s exactly what I thought. This is not difficult to resolve.

I have a How-To, with screenshots, on what to do.

All it takes is a little bit of math and then some copy-paste-edit

1 Like
5

Weird! I would like to understand why that is, it doesn’t seem to be related.

1 Like
6

Thanks so much for resolving this so easily. It totally fixed the issue and it’s good to keep that FAQ handy. DSM is always being updated, too.

7

As long as you keep the Task Scheduler job handy, You can run it any time you need it.

1 Like
8

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