Server Version#: 1.41.6.9685
Player Version#: 5.91.0
Hi everyone,
I’m having issues with Direct Play on my Hisense TV running Vidaa OS (model: 75U63KAVS). The Plex app on the TV starts playing videos via Direct Play, but after about a minute of smooth playback, the video stops and falls into constant buffering.
Checking the Plex Media Server logs, I noticed this line right around the time of playback:
ERROR - Unable to find client profile for device; platform=vidaa, platformVersion=V0000.07.50R.N1111, device=VIDDA V0000.07.50R.N1111, model=75U63KAVS
This seems to indicate that Plex doesn’t have a proper client profile for Vidaa OS on this model, so the server may not be delivering content optimally. I’m wondering if the lack of a matching profile could be causing the buffering issues, even when the connection is strong and the bitrate should be manageable for Direct Play.
Setup:
TV: Hisense 75U63KAVS (Vidaa OS, latest firmware)
Plex App: Installed from the Vidaa store
Plex Media Server: Running on Windows 11, i7-12650H, 16GB RAM
Network: 5GHz Wi-Fi, stable connection, ~500 Mbps throughput to the TV
Questions:
Has anyone else experienced this issue on Vidaa TVs — where Direct Play starts correctly but then stalls into buffering?
Are there recommended settings or workarounds to improve playback stability on these devices?
Let me know what additional logs or details I should provide — I’m happy to share whatever is needed.
I’m also getting this issue,
I’ve not found any solution yet. It seems to only happen on 4k content it’s really frustrating as this has never happened before something seems to have changed
I also have constant buffering/stuttering issues on my Hisense VIDAA TV app. I have to stream plex from my phone to the TV to fix (instead of using the built in app in the TV).
I’m experiencing the same issues on my Hisense 55U75LEVS and have spent considerable time debugging the problem. I’ve managed to isolate the root cause and can consistently reproduce the failure conditions.
In summary, the core problem is twofold:
The Plex Media Server does not recognize the Hisense VIDAA client. The server log explicitly states Unable to find client profile for device and defaults to a highly-restrictive “Generic” profile.
The Plex for VIDAA app itself has a stability bug that causes it to crash when trying to Direct Play HEVC content with any subtitle track enabled.
Here is a detailed breakdown of my findings.
My tests show that playback stability is directly related to the presence and number of subtitle tracks:
No Subtitles: With subtitles completely removed from the file, 4K HEVC 10-bit HDR content Direct Plays perfectly. The TV correctly enters HDR mode. This confirms the TV hardware is capable.
1 Subtitle Track: The stream will Direct Play for an extended period (sometimes 30+ minutes) before it inevitably freezes and crashes.
2 Subtitle Tracks: The time-to-failure is much shorter, usually just a few minutes.
3+ Subtitle Tracks: Playback fails almost instantly.
Forced Transcoding: If I manually select a lower quality or a secondary audio stream to force a transcode, playback is 100% stable, regardless of subtitles.
Based on the logs and behavior, this is the chain of events that I think leads to failure:
Handshake Fails: Because the server has no profile for the “vidaa” platform, it cannot decide if Direct Play is safe.
Fallback to Direct Stream: The “Generic” profile instructs the server to attempt a Direct Stream using the HLS protocol. This involves repackaging the HEVC video stream into an MPEG-TS container.
Client Rejects Stream: The TV’s hardware decoder cannot play HEVC video when it’s inside an MPEG-TS container. This generates the Unsupported container mpegts error message visible in the client’s playback info. (“Cannot direct stream with protocol: hls, codec: hevc. Reason: Unsupporrted container mpegts”)
Fallback to Direct Play: The system then makes a final attempt at Direct Play. This is when the video starts, and the TV correctly engages HDR mode.
App Crash: Although playback has started, the underlying bug in the Plex for VIDAA app is now active. The app’s inability to handle the subtitle on a HEVC stream leads to a crash over time.
I also discovered a strange workaround when having only one subtitle stream: if the stream freezes, forcing a transcode for a few seconds and then switching back to Direct Play seems to reset the app’s state, allowing it to play for a much longer period before crashing again.
This issue may be entirely solvable with a software/profile update. I have extensive logs and am willing to perform any tests necessary to help the Plex team resolve this for the Hisense user community. Please let me know how I can be of further assistance.
I also have Client-Version 5.93.2, and I still have the problem.
But I have a different platform version: V0000.08.50A.O0713
I’m not sure what platform version is referring to, the TV?
By the way, since the platform update, direct stream does not work anymore. Before the platform update, I used the Vidaa Plex App in only “direct stream”-mode.
I have a similar problem with Plex on VIDAA, Direct Play buffers after the first chuck of data is played. Direct Stream works. I have not tried to experiment with switching audio tracks or enabling subtitles.
This issue is limited to the home users. For my admin account Direct Play seems to work strangely enough.
Hisense 75U6NQ, unboxed today October 7th 2025.
Plex client version 5.93.2
Platform version V0000.09.02X.P0817
Plex Media Server v1.42.2.10156 (LinuxServer.io) Docker Container on an UnRaid (v6.12.24) server on the same LAN. Plex server is accessible over via host-server-IP:32400, docker-IP:32400 and a subdomain via Tailscale.
