Converting stuck at 0 and not

Plex Media Server
,
1

Server Version#: 1.20.4.3517

Optimizing several movies to be ready for holidays and specific movies will not convert and hang up the optimizing queue.

If I go look at the optimized Versions tab I can see the list of movies to be optimized, and if I open that list up I can see one of the movies that are doing it. It will show Converting 0% but if I go conversions interface all of the content will show waiting and the movie the is hung will not be on the list.

I see no way to see what the issue is, or to kick this movie out of the queue / to have it skip this content. If I try and play the move it can transcode it on the fly and the movie plays without issue.

2

Are you playing something already? The optimize function has a lower priority so it will wait if the transcoder is already busy. Also, have you checked on the conversion tab that the process is not paused. If it is, it will say “resume”.

3

Transcoder does not seem to matter it is not overloaded. GPU is an Nvidia Quadro P4000 so should be able to handle anything that gets thrown at it, but to be clear this is happening whether or not I have any active streams. The conversion tab says “pause” and all of the items still left to be converted that do show in queue show waiting. I have tried pausing it and resuming it but this has no effect.

4

I don’t believe the gpu is used for optimizing files, only for streaming.

Provide me the PMS logs from when you hit the pause/resume. Let me know about what time it was. If you can’t remember, do it again, wait 2 minutes, then grab the log.

5

which log file?

Crawling them now as I was just able to replicate the issue, here is what I see in the Media Server 1 log. (sanitized a little)

Nov 19, 2020 13:37:34.366 [8792] DEBUG - Audio Stream: 942479, Subtitle Stream: -1
Nov 19, 2020 13:37:34.367 [8792] DEBUG - MDE: Selected protocol http; container: mp4
Nov 19, 2020 13:37:34.367 [8792] DEBUG - MDE: analyzing media item 353812
Nov 19, 2020 13:37:34.367 [8792] DEBUG - MDE: Broken Movie (1985): no direct play video profile exists for http/mkv/h264
Nov 19, 2020 13:37:34.368 [8792] DEBUG - MDE: Broken Movie (1985): no direct play video profile exists for http/mkv/h264/aac
Nov 19, 2020 13:37:34.368 [8792] DEBUG - MDE: Broken Movie (1985): selected media 0 / 353812
Nov 19, 2020 13:37:34.368 [8792] DEBUG - Versions: version file path is “\SERVERNAME\Content\Video\Movies\Disney Collection\Plex Versions\Optimized for Mobile\Broken Movie (1985).mp4”
Nov 19, 2020 13:37:34.373 [9028] DEBUG - It took 0.000000 ms to retrieve 105 items.
Nov 19, 2020 13:37:34.379 [9028] DEBUG - It took 0.000000 ms to retrieve 109 items.
Nov 19, 2020 13:37:34.381 [9028] DEBUG - It took 0.000000 ms to retrieve 102 items.
Nov 19, 2020 13:37:34.384 [1796] DEBUG - Completed: [192.168.1.147:52686] 200 GET /playQueues/1 (13 live) TLS GZIP 18ms 2070 bytes (pipelined: 1)
Nov 19, 2020 13:37:34.389 [8792] DEBUG - TranscodeJobManager: [Running] processJob (transcode) 9d5f0c5c-9241-499a-9518-ce3358d940b4
Nov 19, 2020 13:37:34.389 [7628] DEBUG - TranscodeJobManager: processing job 9d5f0c5c-9241-499a-9518-ce3358d940b4
Nov 19, 2020 13:37:34.391 [8792] DEBUG - BPQ: scheduled transcode for version metadata item 35830
Nov 19, 2020 13:37:34.391 [7628] DEBUG - TranscodeJobManager: initiating transcode of metadata item 35830
Nov 19, 2020 13:37:34.391 [7628] DEBUG - Cleaning directory for session 9d5f0c5c-9241-499a-9518-ce3358d940b4 ()
Nov 19, 2020 13:37:34.392 [7628] DEBUG - Starting a transcode session 9d5f0c5c-9241-499a-9518-ce3358d940b4 at offset -1.0 (state=3)
Nov 19, 2020 13:37:34.392 [7628] DEBUG - Streaming Resource: Added session 0x46b1700:9d5f0c5c-9241-499a-9518-ce3358d940b4
Nov 19, 2020 13:37:34.392 [7628] DEBUG - TPU: hardware transcoding: enabled, but no hardware decode accelerator found
Nov 19, 2020 13:37:34.392 [7628] DEBUG - [Universal] Using local file path instead of URL: \SERVERNAME\Content\Video\Movies\Disney Collection\Broken Movie.mkv
Nov 19, 2020 13:37:34.393 [7628] DEBUG - HTTP requesting GET http://127.0.0.1:32400/library/streams/1265265?X-Plex-Token=xxxxxxxxxxxxxxxxxxxx
Nov 19, 2020 13:37:34.393 [9028] DEBUG - Request: [127.0.0.1:52223 (Loopback)] GET /library/streams/1265265 (14 live) GZIP Signed-in Token (CojakSilverBack)
Nov 19, 2020 13:37:34.394 [8792] DEBUG - It took 0.000000 ms to retrieve 109 items.
Nov 19, 2020 13:37:34.395 [9028] DEBUG - Calculated media file path for path [file://SERVERNAME/Content2/Movies/Disney/Broken%Movie.en.srt]: ["\SERVERNAME\Content2\Movies\Disney\Broken Movie.en.srt"]
Nov 19, 2020 13:37:34.400 [9028] ERROR - Couldn’t check for the existence of file “\SERVERNAME\Content2\Movies\Disney\Broken Movie.en.srt”: boost::filesystem::status: The network name cannot be found: “\SERVERNAME\Content2\Movies\Disney\Broken Movie.en.srt”
Nov 19, 2020 13:37:34.400 [9028] ERROR - Couldn’t find the file to stream: \SERVERNAME\Content2\Movies\Disney\Broken Movie.en.srt
Nov 19, 2020 13:37:34.400 [1904] DEBUG - Completed: [127.0.0.1:52223] 404 GET /library/streams/1265265 (14 live) GZIP 7ms 331 bytes
Nov 19, 2020 13:37:34.400 [7628] DEBUG - HTTP 404 response from GET http://127.0.0.1:32400/library/streams/1265265?X-Plex-Token=xxxxxxxxxxxxxxxxxxxx
Nov 19, 2020 13:37:34.401 [7628] ERROR - Error configuring transcoder: TPU: Failed to download sub-stream to temporary file
Nov 19, 2020 13:37:34.401 [7628] DEBUG - Streaming Resource: Terminated session 0x46b1700:9d5f0c5c-9241-499a-9518-ce3358d940b4 with reason Conversion failed. The transcoder failed to start up.
Nov 19, 2020 13:37:34.401 [0624] DEBUG - Killing job.
Nov 19, 2020 13:37:34.401 [0624] DEBUG - Job was already killed, not killing again.
Nov 19, 2020 13:37:34.401 [0624] DEBUG - Stopping transcode session 9d5f0c5c-9241-499a-9518-ce3358d940b4
Nov 19, 2020 13:37:34.406 [0624] DEBUG - Transcoder: Cleaning old transcode directories.
Nov 19, 2020 13:37:34.407 [0624] DEBUG - Transcoder: Cleaning old transcode directory: “D:\plex\AppData\Plex Media Server\Cache\Transcode\Sessions\plex-transcode-9d5f0c5c-9241-499a-9518-ce3358d940b4-ac25c2cc-8c8c-4c3f-a185-fc740d377685”
Nov 19, 2020 13:37:34.407 [0624] DEBUG - Whacked session 9d5f0c5c-9241-499a-9518-ce3358d940b4, 0 remaining.
Nov 19, 2020 13:37:34.411 [7628] DEBUG - TranscodeJobManager: [Running] job 9d5f0c5c-9241-499a-9518-ce3358d940b4 complete - failure / transcoderError
Nov 19, 2020 13:37:34.445 [8792] DEBUG - We’re going to try to auto-select an audio stream for account 1.
Nov 19, 2020 13:37:34.445 [8792] DEBUG - Selecting best audio stream for part ID 412212 (autoselect: 1 language: en)
Nov 19, 2020 13:37:34.445 [8792] DEBUG - We’re going to try to auto-select a subtitle.
Nov 19, 2020 13:37:34.445 [8792] DEBUG - Audio Stream: 942272, Subtitle Stream: -1
Nov 19, 2020 13:37:34.446 [8792] DEBUG - Codecs: testing aac_mf (encoder)
Nov 19, 2020 13:37:34.447 [8792] INFO - [FFMPEG] - MFT name: ‘Microsoft AAC Audio Encoder MFT’
Nov 19, 2020 13:37:34.448 [8792] DEBUG - MDE: Selected protocol http; container: mp4
Nov 19, 2020 13:37:34.448 [8792] DEBUG - MDE: analyzing media item 353791
Nov 19, 2020 13:37:34.448 [8792] DEBUG - MDE: Bolt (2008): no direct play video profile exists for http/mkv/h264
Nov 19, 2020 13:37:34.448 [8792] DEBUG - MDE: Bolt (2008): no direct play video profile exists for http/mkv/h264/mp3
Nov 19, 2020 13:37:34.448 [8792] DEBUG - Codecs: testing aac_mf (encoder)
Nov 19, 2020 13:37:34.448 [8792] INFO - [FFMPEG] - MFT name: ‘Microsoft AAC Audio Encoder MFT’
Nov 19, 2020 13:37:34.449 [8792] DEBUG - MDE: Cannot direct stream audio stream due to codec mp3 when profile only allows aac
Nov 19, 2020 13:37:34.449 [8792] DEBUG - MDE: Bolt (2008): selected media 0 / 353791
Nov 19, 2020 13:37:34.450 [8792] DEBUG - Versions: version file path is “\SERVERNAME\Content\Video\Movies\Disney Collection\Plex Versions\Optimized for Mobile\NextMovie(2008).mp4”
Nov 19, 2020 13:37:34.469 [8792] DEBUG - It took 15.625000 ms to retrieve 105 items.
Nov 19, 2020 13:37:34.613 [9028] DEBUG - Request: [127.0.0.1:52224 (Loopback)] GET /library/metadata/250788 (14 live) GZIP Signed-in Token (CojakSilverBack)
Nov 19, 2020 13:37:34.616 [9028] DEBUG - Last refresh (2020-11-19 08:14:28) appears to be older than directory change time (2020-11-19 08:21:14), need to refresh local media agent.
Nov 19, 2020 13:37:34.616 [8792] DEBUG - We’re going to try to auto-select an audio stream for account 1.

6

Use the option from Web to download the logs which will grab everything into a zip file. Upload that zip file.

7

(File removed)

8

Your server has been busy and the info from 13:37 like you showed above has already rolled over and are now gone. Your oldest logs start around 13:41 so I can’t check what you posted above. However looking at your logs I see there is playback going on and your libraries are being scanned. These activities will take priority over the media optimizer. I’d suggest waiting until your server isn’t busy and see if the optimizer kicks in then. Hit the pause and resume again, wait 3 minutes and get me new logs from then if it doesn’t work.

9

(File removed)

10

Ah. Your server is generating the preview thumbnails (i…e BIF files). These will take some time. The optimize is going to wait until this is done before it will start.

11

I don’t think that is true, If I delete this optimization and kick it off again it will convert all of the movies in the list tell it his this movie, I can filter it from the list of movies to be converted and it will go tell it hits another one of these older movies. Would you like me to do this and provide the logs?

12

Oh, you didn’t mention it was stopping at specific movies. I thought it was all movies. Can you just try with one of these movies again? Let me know the movie and about what time you told it to optimize.

13

(File removed)

The Black Cauldron new logs deleted the group and just tried it again with just this movie. It immediately fails.

14

What else would you like me to try?

15

This seems interesting. The logged paths don’t match. I’m assuming the media file is really at this first path:

Nov 24, 2020 14:22:29.324 [1588] DEBUG - [Universal] Using local file path instead of URL: \black_hole\Content\Video\Movies\Disney Collection\The Black Cauldron.mkv

Do you have a subtitle file? Where is it on disk? Is this correct - does this path even exist?

Nov 24, 2020 14:22:29.335 [7668] DEBUG - Calculated media file path for path [file://black_hole/Content2/Movies/Disney/The%20Black%20Cauldron.en.srt]: [“\black_hole\Content2\Movies\Disney\The Black Cauldron.en.srt”]

I’m wondering if the space in the directory name is causing something to go wrong.

I’m also wondering what directories you have added to your library? Is it ...\Movies\...?

If you have subdirectories, there should ideally be one per movie.

...Movies/The Black Cauldron (1985)/The Black Cauldron (1985).mkv

While you can often get away with other organization on disk, sometimes it just doesn’t behave as well. A “theme” subdirectory like “Disney Collection” with multiple movies may not behave correctly.

Edit:

This is a UNC path, not a mapped drive, right? There were fixes to make things more reliable with UNC paths back in 1.20.4. That was more about the \\ at the beginning, but maybe there’s something to do with building paths correctly.

Plex Media Server - #374 by gbooker02

Subtitles on UNC cannot be found

16

Yes I do have a subtitle file for it and the path is correct.

Spaces don’t seem to be an issue I been able to replicate the issue with:
TV episodes in the same folder as other episodes aka converts episode 1,2,3 but hangs one 4
Movies without spaces in their name aka other disney movie in this same folder
With moves in there own Folders \Movie (year) [Resolution)\File name

Yes UNC path

I have also upgraded to the current release to try and resolve with no luck

Also happening with both .mp4 and .mkv files

17

Volts is on the right path.

Nov 24, 2020 14:22:29.343 [7668] ERROR - Couldn’t check for the existence of file “\black_hole\Content2\Movies\Disney\The Black Cauldron.en.srt”: boost::filesystem::status: The network name cannot be found: “\black_hole\Content2\Movies\Disney\The Black Cauldron.en.srt”
Nov 24, 2020 14:22:29.343 [7668] ERROR - Couldn’t find the file to stream: \black_hole\Content2\Movies\Disney\The Black Cauldron.en.srt

PMS thinks you have subtitle files in a different location then where you movie file is. It can’t find that subtitle file so it is failing.

Did you move these files around manually before or change the mount points? That will mess things up.

The only fix is to Plex Dance your main file but that will remove all your optimized versions. You can save these manually and add them back in as another version, but you lose the info that it was an optimized version.

18

Content 2 is an old location from the last time I explained my RAID, but that was back in March 2020. That share has been gone for a long time now.

define plex Dance? Remove the Movie > Scan the Library > Re add the movie > scan again > then convert

19

Oh that’s funny. I noticed “Disney” vs. “Disney Collection”. I didn’t even notice “Content2” vs. “Content”. :slight_smile:

Plex Dance - yes, exactly:

20

Tested with One movie and it worked, Testing with another movie and affected TV episode now