English media stream not working on browser on live TV

[the_zod]

Server Version#: 1.21.1.3830
Player Version#: 4.47.3
Tuner Make/Model: Hauppauge WinTV-quadHD PCIe
Guide/Lineup name: latest guide for zip 41005
Using XMLTV?: no
Channel number/Name: all

When a channel offers 2 media streams (Spanish AC3 and English AC3 5.1) The English version does not work when watching live TV but works fine when recorded and watching the recording. When choosing English from live TV the picture goes black and nothing plays until I go back to Spanish. This is from using Firefox and Chrome. But when I use my Android phone it works fine when changing to English on live TV. My PMS server is on Ubuntu 18.04.5 LTS. This has been happening through many versions of Plex.

[the_zod]

I just upgraded to version 1.21.1.3876 and still have the issue.

[the_zod]

I don’t know if the logs will tell anything but I just tried to change it to English on channel 9.1 at around 6:13pm and the screen just goes blank. Logs attached. (File removed)

[the_zod]

I tried switching to English again on channel 5.1 at around 21:19 on Sun Jan 10th. It just goes to a black screen and nothing plays. I am attaching logs again. Plex Media Server Logs_2021-01-10_21-20-31.zip (6.3 MB)

[the_zod]

Can support look at this please.

[the_zod]

Tried again to switch to English and it still goes to black screen and nothing plays. I’m getting tired of watching live TV in Spanish. Please take a look. Channel was 19.1. Logs uploaded.
Plex Media Server Logs_2021-01-15_19-06-04.zip (6.0 MB)

[sa2000]

Re-Opening following from post Live TV EPG - The update you’ve been waiting for - #1639 by sa2000

I am aware of issues on TV DVR Channels that have descriptive audio streams. Will outline details of the diagnostics needed to have a fresh investigation of the issue that was reported in this forum topic and is still present

[sa2000]

Replicating new feedback from @the_zod copied over from the other forum thread

Thank you for looking into this issue!!! Yes, the problem is when channels have more than one audio stream it will only play the show if I choose Spanish. When I try to switch to English it will only show the circle rotating and never play the show no matter how long I leave it. There is an option in the settings to default to English but if I use that the show won’t play at all. The only way I can watch the show is if I record it and watch it later. It will then allow me to choose English. I only watch TV on my Ubuntu computer that is hooked up to my TV in the living room. So I use Ubuntu with Firefox. If I remember right I have tried it on my phone and it worked fine on my phone. I can try it again if needed. Again if I remember right my phone has an option for audio passthrough which I think I set to allow it to work. But on Ubuntu with Firefox it does not have the passthrough option. I have also tried Chrome on Ubuntu and it does not work either.

Let me know what other information you need to get this resolved as it is very annoying and I would love to get it fixed. Thank you again for looking into this.

[sa2000]

@the_zod Lets start a fresh investigation of the problem

Identify a channel that has multiple audio streams that reproduces the problem
(let me know the channel number, channel name and also lineup and zip code)

Establish what streams the channel is broadcasting and if descriptive audio stream is also present

Get the fresh diagnostics using the latest beta version of Plex Media Server - currently it is 1.30.1.6497 and with Plex Web using the hosted web app available via https://app.plex.tv/desktop

Establish if this Plex Web setting makes a difference
Settings / Plex Web / Debug / Show Advanced
Use alternate streaming protocol for video playback

Also see if all browsers give same outcome

Ensure server debug logging is enabled beforehand - also as this issue happens straightaway we can also have verbose logging enabled on the server

Confirm what the setting in Plex Web is for use of alternate streaming protocol

Add additional diagnostic server settings that will make sure we get a capture of the channel stream and the transcoder temp directory sessions subdirectories
These diagnostic settings need to be added to the Preferences.xml whilst the server is shutdown

Add to Preferences.xml these settings

TranscoderPersistSessionDirs Set the value to 1
TranscoderInputTracing Set the value to 1

TranscoderPruneBuffer Set the value to 0
TranscoderLivePruneBuffer Set the value to 0

Get screenshot of your plex.tv account language audio / subtitles selection setting: Account Settings → Settings → AUDIO & SUBTITLE SETTINGS

The default location for the transcoder temp directory is within
Cache/Transcode/Sessions - the location of where these are is given here Where is the Plex Media Server data directory located? | Plex Support

In your case if still in default location - would be here
/var/lib/plexmediaserver/Library/Application Support/Plex Media Server/Cache/Transcode/Sessions

When you reproduce the problem, note down the channel number, channel name, time of start of live tv streaming for that channel and time when the issue arose. Add screenshot of when the issue arises and note the time when it happened

Then get the server logs and also copy out all the transcoder temp directory files under the Transcode/Sessions directory and zip them and upload to dropbox or google drive and share a link

At end of test - delete the 4 registry edit settings (or invert the values changing 1 to 0 and 0 to 1 to disable) - also unset server verbose logging

TranscoderPersistSessionDirs
TranscoderInputTracing

TranscoderPruneBuffer
TranscoderLivePruneBuffer

I would also like to know which Plex client apps have the issue. Plex Web is one you mentioned. I can see you have the following

• Plex for Android (TV)
• Plex for Android (Mobile)
• Plex for Roku

Please use the latest available versions of the apps

Thanks

[the_zod]

I will work on getting the system updated and making the changes you requested. The only time the shows are broadcast in multiple audio streams is for the national broadcasted shows. The local shows are only done in English. The only time I have seen to get this is in the evenings and weekends. So that will be the only time I can test.

For the 3 different Plex clients you mentioned, I can only test Plex for Andriod (Mobile) and Plex web running on Ubuntu. The others that you listed (Plex for Andriod (TV) and Plex for Roku) are from my sons that live in other areas of the United States. They use my Plex server to watch the local football team because it is not broadcast nationally and this is the only way they can watch it. So I don’t have access to test with those devices.

I will upload a screenshot of the settings that I think you are wanting. I don’t see “Settings → Settings → AUDIO & SUBTITLE SETTINGS” but I’m guessing it is the same as “Settings → Settings → Languages” which is what is in the screenshot. If this is not correct let me know. As you can see I don’t have “Automatically select audio and subtitle tracks” selected. If I choose that and have it set on English the show will never play.

[the_zod]

I have all the changes made and ready to test. I also installed all the latest patches for Ubuntu. As soon as I can find a program that is broadcast in multiple audio streams I will test it and upload the logs. Thank you again for looking into this.

[the_zod]

I think it is working! I made the change to Settings->Plex Web->Debug->Show Advanced->Use alternate streaming protocol for video playback as suggested and I’m able to switch to English on a program I am watching. I unchecked the setting just to verify and I can’t switch to English when that option is unchecked. If I go back and check it again I can then switch to English. I am going to test this on some other programs as I can find them in the next couple of days just to be sure. I will post an updated after checking more shows. This will make it so much better for me if it works. Thank you.

[the_zod]

I have tried a few programs and they all work on English now. The Settings->Plex Web->Debug->Show Advanced->Use alternate streaming protocol for video playback setting did the trick. Thank you!!!