Conversion failed playback error when subtitles are over (usually at the end)

[sa2000]

@bbnn

specific topic, since the error i get seems to be different from what folks are getting here? mine seems to be non non-specific “unexpected error” and i get Code: 3, the only similarity i have is i usually get the error towards the end (~2min left) regardless if subtitles are over or not. If it is in fact related i would be happy to help in any way i can.

for what it’s worth I’m using an LG Smart TV on webOS: 8.2.0-710 and afaik I’m in the latest player build for web os and latest server public build. And I’m on w10 os build 19045.3803

I suggest raising a new forum topic and providing the diagnostics - if you are using your server admin account for the playback, you can enable logging to Plex Media Server within the Plex for LG TV app setting and then provide the Plex Media Server logs - please make sure you have debug logging enabled (it is by default) on the server before starting the test session

Please also provide a sample file that highlights the problems and steps to reproduce
See
Generating Sample Files from Media | Plex Support

You can add a link here to the new forum topic you raise

[steven_sanchez]

Ok, this is strange;

I just started watching a new show (Monarch) and the issue is suddenly back.
At the end of every episode, the playback stops around when the last subtitle is displayed.

Anyone else where this issue reappeared?

EDIT:
The issue is a bit different this time; I get the little spinning wheel which does not stop.
If I press the ‘pause’ button and then ‘play’ button again, it resumes playback.
But if I don’t, the spinning wheel will remain there endlessly.

[karlhughes335]

I have this issue, it’s very annoying! Is there a fix coming please? I have just bought Plex and this first impression is not good!

It mainly happens on anime with subtitles. If I turn off the subtitles the issue doesn’t happen, so it’s definitely linked to the subtitles. The subtitles are PGS, not sure what that means or if that makes any difference.

I’m running the LG app on my C3, server and app are all up to date etc

[rlcmotor]

Also having this issue with 1.32.8.7639 when subtitles are enabled. It seems a patch may have been previously found, but not yet released?

Anyone have a suggestion / workaround?

[sa2000]

The only subtitles issues I am aware of and have referred to the development teams are:

• Loss of the last subtitle on the smart tv plex apps
• Conversion failure / Errors when doing a lot of repeated seeks back/forward when subtitles are selected

If there are other scenarios, please could you provide me with a sample file and repro steps and server logs and plex client app logs of the error with screenshot / time of the error

For client app logs see the specific app logs article within here Category : Player Apps and Platforms | Plex Support

For logs from Plex Media Server see Server Logs

For generating a sample that recreates the issue - see Generating Sample Files from Media | Plex Support

[karlhughes335]

Hello @sa2000

This took quite a while to do but hopefully this will get the problem sorted. When using MKVToolNix to cut the episode down into smaller chunks the problem doesn’t always occur. Perhaps different parts of the subtitles don’t cause the issue? Anyway, I managed to finally get a sample that triggers the issue just like the regular episodes. It’s bigger than the recommended guidance but hopefully that’s ok.

https://1drv.ms/f/s!AvBVqJAozT6DgcIc4NAky1eTDqVfBA?e=E1fHOq

Steps to reproduce the issue:
Play the Sample file. I had Direct Play and Direct Stream on but these don’t seem to affect the error. It was only when I fully turned subtitles off the issue doesn’t happen. Select Subtitles: English (SRT) - English Forced, Select Language: English.

The issue only happens on my LG C3 TV using the Plex app. If I play the episodes or the sample on the Windows Plex app the issue doesn’t happen.
This issue happens on lots of my media, although I’ve typically only noticed it on anime as those episodes typically have Forced English subtitles which translates the Japanese signs/imagery.

Logs:
I have also included Plex Server Logs that should contain me playing the sample and it producing the error on screen. The error happened at 08/02/2024 10:53AM.

[sa2000]

@karlhughes335

This took quite a while to do but hopefully this will get the problem sorted. When using MKVToolNix to cut the episode down into smaller chunks the problem doesn’t always occur. Perhaps different parts of the subtitles don’t cause the issue? Anyway, I managed to finally get a sample that triggers the issue just like the regular episodes. It’s bigger than the recommended guidance but hopefully that’s ok

Thank you very much

I will follow this up and see if we can reproduce the issue

[sa2000]

@karlhughes335

The issue only happens on my LG C3 TV using the Plex app

With regards to the 5 minute sample, does it matter which audio & subtitle streams are selected for the error to arise? I see there are two audio streams and two subtitle streams

[karlhughes335]

@sa2000

I always play with English audio and then the subtitles are called…
English (SRT) - English Forced

This means the subtitles only show the English words when signs or symbols are on screen, and don’t show any text when the characters are speaking, since they are already in English.

I’m guessing the other subtitle option is for full English dialogue. I’ve not tested the issue with this setting as I don’t use it, but I can test it if you like.

[sa2000]

@karlhughes335

This means the subtitles only show the English words when signs or symbols are on screen, and don’t show any text when the characters are speaking, since they are already in English.

I’m guessing the other subtitle option is for full English dialogue. I’ve not tested the issue with this setting as I don’t use it, but I can test it if you like.

I have tested the sample of a Samsung smart tv which is what I have and I will arrange a test on the LG Smart TV app.

I have got a playback error on my Samsung TV and Plex for Samsung app with the english audio stream and forced subtitles stream. The error is happening at about 1 min 31 seconds into the playback of the sample. I cannot tell if it is a similar error to yours at 10:53 - in your case I can see playback went into buffering and then stopped at offset of just 7 seconds

You did not enable the Plex for LG debug logging to the server - there is an option in Advanced settings for the Plex for LG app for sending debug logging to the Plex Media Server - and would then be included in the debug server logs

I am going to refer the failure I got on the samsung app to the development team and will also arrange to have the sample played on an LG TV

[sa2000]

@karlhughes335

I always play with English audio and then the subtitles are called…
English (SRT) - English Forced

This means the subtitles only show the English words when signs or symbols are on screen, and don’t show any text when the characters are speaking, since they are already in English.

Follow up to my earlier post, we have not been able to reproduce the error using the clip on the following LG TVs

LG OLED65CXAUA 
WEBOS 5.5.0 
Plex for LG 5.76.2 

LG 43UP8000PUR
WEBOS 6.4.0 
Plex for LG 5.76.2

Could you please get me fresh debug server logs using the sample to play and without any seeks / no fast forward/back and with the Plex for LG logs setting enabled to log to the server - see Logging for Smart TV App | Plex Support

If the error occurs after a buffering hang - note down the last subtitle that is displayed and the time and when the error occurs later select the Show Error Info and take a photo of the error screen
and capture the server logs and let me have them

Thanks

[karlhughes335]

Hi @sa2000 Thank you for your continued support. I’ve checked again and the error happens every time for me on LG.

I have turned on the extra LG Logs options like you asked, ran the clip again without any skipping forward and the same error occurs, about 40 seconds from the end.

I started to play the clip 13/02/2024 at around 10:10am and then issue happened several minutes later.

I have captured the new logs here for you…
https://1drv.ms/f/s!AvBVqJAozT6DgcIc4NAky1eTDqVfBA?e=E1fHOq

English language was selected with forced English subtitles also selected.

Regarding the last subtitle seen, I’m not sure as I can’t actually see any subtitles being played at around this time in the clip.

I’ve attached a photo of the TV error screen.

[karlhughes335]

Hi @sa2000 - were the above logs helpful? are we any closer to getting this issue figured out please?

[sa2000]

@karlhughes335

were the above logs helpful

Yes - there were good. We have established that the issue is only arising Web OS 8
The problem is understood. It is not going to be a simple change to the Plex for LG app to get round the problem. Investigations into how to fix ongoing

[karlhughes335]

ok thats good that you have found the issue and it’s being worked on. I don’t mind waiting, just wanted to make sure it’s logged as a ticket/issue or whatever.

[dixit92]

Wanted to add that I’m getting this error on a LG C2 after updating to the new WebOS. Should’ve held off.

[Sergii-Klymenko]

I have the same problem when streaming video with subtitles and automatic conversion enabled on Android phones (Plex 1.40.3.8555 on Windows with enabled HW transcoding). Once I disable subtitles when automatic conversion is enabled or switch to original quality with enabled subtitles I can watch video on my mobile devices. I didn’t have such issues before upgrading to the latest version of Plex…

[JaviSS4]

This keeps happening to me and the only thing that works is disabling subtitles. When are they going to fix it?

[Player433]

I’m also having similar issues for more than a year an an LG C9 and LG C3.
It sounds like an LG specific issue at this time, but it would be nice to get it fixed.

[tiago19]

Yes, the issue is still there in my LG B3 with a SPU subtitle incorporated in a MKV file. Resolved the issue by connecting the laptop to the TV via HDMI and watching in Plex for Windows.