Problem Description
- Started having issues with playback of files. I was able to narrow it down so far to “Anger Management”, however I’m not 100% certain that the problem is isolated to just this series. I am able to regain succesful playback by deleting the subtitles for an episode.
- Figured that I had switched around Subtitle Agent’s a day before so related it to this cause. Therefore removed the “TV Shows” library and readded it.
- Problem remains.
- Figured that not too long ago, I had updated DSM to DSM 6.1.6-15266. The version of the running PMS before and after the DSM update is Plex Media Server v1.10.0.4523-648bc61d4 - synology DiskStation i686 - build: linux-synology-i686 synology. As I had not updated PMS in a while, figured I would start by updating that first. Via the “Manual Install” method - updated to: Plex Media Server v1.12.1.4885-1046ba85f - synology DiskStation i686 - build: linux-synology-i686 synology
- Problem remains.
- Found out about https://forums.plex.tv/discussion/306910/hardware-transcoding-not-available-after-dsm-update#latest
- Reinstalled through the method as described in https://forums.plex.tv/discussion/191000/faqs-read-this-first#Q7
- Problem remains.
Error Messages
I can reproduce the error for the mentioned episodes below on both Web and tvOS playback.
Web (Safari): Conversion failed. The transcoder crashed or failed to start up.
tvOS: Conversion failed. The transcoder crashed or failed to start up.
Troubleshooting Steps
SRT
The Big Bang Theory S01E01 - English - SRT (Success)
Family Guy S13E01 - English - SRT (Success)
Family Guy S15E20 - English - SRT (Success)
Family Guy S15E20 - Nederlands - SRT (Success)
SRT Forced
Family Guy S15E20 - English - SRT Forced (Success)
None
Anger Management S02E49 - None (Success)
Anger Management S02E51 - None (Success)
SRT External
The Big Bang Theory S10E01 - Nederlands - SRT External (Success)
The Big Bang Theory S10E01 - English - SRT External (Success)
Anger Management S02E50 - English - SRT External (Success)
Anger Management S02E52 - English - SRT External (Success)
Anger Management S02E50 - Nederlands - SRT External (Failure)
Anger Management S02E52 - Nederlands - SRT External (Failure)
Anger Management S02E53 - Nederlands - SRT External (Failure)
Anger Management S02E54 - Nederlands - SRT External (Failure)
Anger Management S02E53 - English - SRT External (Failure)
Anger Management S02E54 - English - SRT External (Failure)
Settings - Server - Help - Download Logs is how to obtain the log files we need. (ZIP file)
Are you required to use the 32 bit version? What NAS model? X86 NAS models since 2013 are 64 bit capable.
Dear @ChuckPA,
Can you guarantee that on uploading those logs - only Plex Team Member’s have access to these log files?
On the 32-bit question: I hadn’t even noticed that I was running 32-bit Plex. AFAIK I have originally installed Plex via the Package Center - so that must’ve served me a 32-bit version. The DiskStation model I’m running is the DS918+ with the Intel Celeron J3455 (64-bit).
PM them to me, with a link to this thread included, and they will remain in strictest of confidence. When done, I delete them (I can’t keep track of everyone’s log files without going nuts… or more crazy than i already am haha)
Package Center only offers the 32 bit version. (Synology issue)
The DS918+ is fully hardware transcoding cable. All you need do is download the 64 bit version and enable in in Settings - Server - Transcoder
Dear @ChuckPA,
I have now moved over to the 64-bit version, but the issue still surfaces.
Apr 03, 2018 00:24:15.978 [0x7f9fd8368700] INFO - Plex Media Server v1.12.2.4929-29f6d1796 - ubuntu PC x86_64 - build: linux-ubuntu-x86_64 synology - GMT 02:00
Apr 03, 2018 00:24:15.979 [0x7f9fd8368700] INFO - Linux version: 4.4.15+ (#15266 SMP PREEMPT Mon Mar 26 15:09:23 CST 2018), language: en-US
Apr 03, 2018 00:24:15.979 [0x7f9fd8368700] INFO - Processor Intel® Celeron® CPU J3455 @ 1.50GHz
I will go ahead and PM the logs to you on the transcoding issue.
Super! Now you’re running as you should be
Will work with you in PM for this case.
Was this ever resolved? I have the same exact issue; it sounds like upgrading to the 64-bit version was supposed to fix the transcode problem, but is this not the case (per Rowan’s post)?
@rycramer ChuckPA and I did some chatting in private messages. ChuckPA pointed me some sectors in my configuration that might’ve caused trouble overall:
- I’ve migrated from Plex’s Custom Domain feature to Reverse Proxy on Synology
- Removed custom certificate, now placed on Reverse Proxy on Synology
- File permissions were a mess, now fixed
- Migrate from 32-bit to 64-bit
After all of the above, I am still receiving the same error logs as I did before:
- ERROR - Couldn’t find the file to stream: /volume1/Plex/Library/Application Support/Plex Media Server/Media/localhost/9/b0c7a253a6447e0a708cbebda233a3642a1ee42.bundle/Contents/Subtitles/nl/com.plexapp.agents.opensubtitles_6ce0c8124442d90e1ad628a629c1cf1c8c2743ae.srt
- ERROR - [Transcoder] /volume1/Plex/Library/Application Support/Plex Media Server/Cache/Transcode/Sessions/plex-transcode-9ABB1AC7-BB60-4975-89D6-F5C83F90D2E2-a4d19ac9-8493-4a96-ab1f-7c3ff180cb7e/temp-0.srt: Invalid data found when processing input
I have not been able to fix this, but I haven’t really tried either. I finished watching Anger Management and this was the only series I’ve had issues with. Most likely some of my SRT files were just faulty and will most likely not result in any more errors if I remove them and download another one.
@“Rowan Kaag”
Regarding your Invalid data found when processing input:
It’s been discovered that the transcoder why the transcoder is having trouble.
As I understand it,
First: “Windows code page” text files will drive it absolutely nuts. PMS has always required UTF-8
Second: The transcoder isn’t very forthcoming about what it doesn’t like . That has been written up
Third: If the very first line of the subtitle file is damaged, you’ll get this error. It seems to happen in the download automation… we’ve not figured out where it’s coming from or if internal or externally supplied.
Take a look at the SRT, compare with a known good one… Look at the first line.
We do have an open ticket (just opened) about the error reporting and the transcoder refusing all playback if the subtitle is invalid.
Ah, cool! Seeing that I might be of some help in the process of troubleshooting I quickly tabbed through 20 episodes (including subtitles) of which I’m sure I was receiving errors on some of earlier.
-
Catch Error
Jun 05, 2018 00:12:55.517 [0x7f327e7ff700] ERROR - [Transcoder] /volume1/Plex/Library/Application Support/Plex Media Server/Cache/Transcode/Sessions/plex-transcode-hbt2nbw63360r4kwmu9trikz-6090f585-950f-46d3-8562-1ef36a5fe19d/temp-0.srt: Invalid data found when processing input
-
Grab SRT Content
cat "/volume1/Plex/Library/Application Support/Plex Media Server/Cache/Transcode/Sessions/plex-transcode-hbt2nbw63360r4kwmu9trikz-6090f585-950f-46d3-8562-1ef36a5fe19d/temp-0.srt"
-
Output:
<html><head><title>Not Found</title></head><body><h1>404 Not Found</h1></body></html>
