Hello, since a few days ago on my Samsung TV does not play any big file, the series reproduces them, but the movies of more than 2-3 gigs the server tell me this.
“Unable to find client profile for device; platform=Tizen, platformVersion=5, device=19_MUSEL_UHD_BASIC, model=UE43RU7172UXXH”
I have tried to change the settings of the TV and also to create a profile from the server and nothing everything remains the same
Server Version#: 1.24.3.5033
Player Version#: 5.25.2
Hi
For 2 weeks, I have had the same issue. Whenever I try to play TV shows on my Samsung smart TV with the official Plex app, the TV app pops up an error message “An unexpected playback problem occurred”. It only happens when I am trying to play recently added TV shows, with no issue when playing formerly added ones or any other media (i.e. movies or music).
Depending on the fact that subtitles were enabled or disabled when I tried to start the playback I get two different server-side error messages…
If subtitles were turned off, I get the following error:
Unable to find client profile for device; platform=Tizen, platformVersion=5, device=19_MUSEM_QTV, model=QE65Q60RATXXH
However, when any subtitle was selected, I get:
Oct 13, 2021 00:41:52.085 [0x80ac6cf00] DEBUG - Request: [127.0.0.1:39690 (Loopback)] POST /video/:/transcode/session/ck3svoaujeroia22oesuon7h/bc9c4e06-cfcd-4d35-b76f-d9a5f9627dba/manifest?stream=subtitles (17 live) Signed-in / Accept => / / Connection => close / Host => 127.0.0.1:32400 / Icy-MetaData => 1 / Transfer-Encoding => chunked / User-Agent => Lavf/58.27.104 / X-Plex-Http-Pipeline => infinite
Oct 13, 2021 00:41:52.085 [0x80ac6cf00] ERROR - [Transcode] XML: Entity: line 1:
Oct 13, 2021 00:41:52.085 [0x80ac6cf00] ERROR - [Transcode] XML: parser
Oct 13, 2021 00:41:52.085 [0x80ac6cf00] ERROR - [Transcode] XML: error :
Oct 13, 2021 00:41:52.085 [0x80ac6cf00] ERROR - [Transcode] XML: Start tag expected, ‘<’ not found
Oct 13, 2021 00:41:52.085 [0x80ac6cf00] ERROR - [Transcode] XML: sub-chunk-00232,711.670000,712.921000,711.670000,711.670000
Oct 13, 2021 00:41:52.085 [0x80ac6cf00] ERROR - [Transcode] XML: ^
Oct 13, 2021 00:41:52.085 [0x80ac6cf00] ERROR - [Transcode] Error parsing content.
Latest Plex server and client version. I recently upgraded the TV shows’ library, can my issue be in connection with the new scanner/agent? I tried to select the older scanner/agent but it did not fix my issue even if I refreshed all metadata. No issues when playing through web-client or Android app.
I am having the same issue with some movies. The most of them work fine, but some of them I am facing a similar message: “Unable to find client profile for device; platform=Tizen, platformVersion=6, device=21_NIKEL_UHD, model=QN60Q62AAFXZC”.
I didnt find any answer how to fix this issue.
I am also using the latest Plex Server and Client version.
another thing… If I play the same movie on my PC or phone it works well…
Anyone able to find a fix for this. I have a friend using a Samsung TV and he’s getting a Playback Error Multimedia File Format not supported. Looking at the log I’m seeing “Unable to find client profile for device; platform=Tizen, platformVersion=2.4, device=16_JAZZL_UHD_BASIC, model=UN60KU6300” followed by “Caught exception trying to convert extra data attribute ‘originallyAvailableAt’ with type 1 and value ‘yyyy-mm-dd’ ~ bad lexical cast: source type value could not be interpreted as target.” Happening since the 1.24.4.5081 update.
I thought I had it fixed last night, but it lasted for one episode. We had noticed the tv clock changed for standard time (early, I really wish it knew when dst started/ended). But anyway, I went into the tv settings, updated the clock manually, and went back to Plex. It worked, so I thought I had it, unfortunately the next episode failed again. And going back to the episode I just watched, gave the same “unable to find client profile” message.
I enabled logging from the client and got this:
Oct 16, 2021 11:52:20.137 [6484] ERROR - Unable to find client profile for device; platform=Tizen, platformVersion=2.4, device=16_JAZZL_UHD_BASIC, model=UN60KU6270
Oct 16, 2021 11:52:20.819 [6484] ERROR - Unable to find client profile for device; platform=Tizen, platformVersion=2.4, device=16_JAZZL_UHD_BASIC, model=UN60KU6270
Oct 16, 2021 11:52:23.749 [14304] INFO - [Plex for Samsung] [user:token] Navigating to screen: VisualMediaPlaybackScreen
Oct 16, 2021 11:52:23.749 [14304] INFO - [Plex for Samsung] [user:token] [PlaybackMetrics] Attaching playback metrics to PlayerController
Oct 16, 2021 11:52:23.749 [14304] INFO - [Plex for Samsung] [user:token] [SubtitleConnectionManager] Subtitle connection ignored. App is not rendering subtitles.
Oct 16, 2021 11:52:23.749 [14304] INFO - [Plex for Samsung] [user:token] [ServerConnectionTestManager] Stopped
Oct 16, 2021 11:52:23.749 [14304] INFO - [Plex for Samsung] [user:token] Navigated to screen: VisualMediaPlaybackScreen
Oct 16, 2021 11:52:23.749 [14304] WARN - [Plex for Samsung] [user:token] onOnPlayPauseInvokedChanged is not defined for @autoCallback property: onPlayPauseInvoked
Oct 16, 2021 11:52:23.749 [14304] INFO - [Plex for Samsung] [user:token] [MDE] Application decision, directPlay: true, directStreamVideo: true, directStreamAudio: true
Oct 16, 2021 11:52:23.750 [14304] INFO - [Plex for Samsung] [user:token] videoStream: {
“id”: 569993,
“streamType”: 1,
“default”: true,
“codec”: “h264”,
“index”: 0,
“bitrate”: 1056,
“language”: “Korean”,
“languageTag”: “ko”,
“languageCode”: “kor”,
“bitDepth”: 8,
“chromaLocation”: “left”,
“chromaSubsampling”: “4:2:0”,
“codedHeight”: 368,
“codedWidth”: 720,
“frameRate”: 23.976,
“hasScalingMatrix”: false,
“height”: 360,
“level”: 31,
“profile”: “high”,
“refFrames”: 5,
“streamIdentifier”: “1”,
“width”: 720,
“displayTitle”: “SD (H.264)”,
“extendedDisplayTitle”: “SD (H.264)”
}
Oct 16, 2021 11:52:23.751 [14304] INFO - [Plex for Samsung] [user:token] audioStream: {
“id”: 569994,
“streamType”: 2,
“selected”: true,
“default”: true,
“codec”: “aac”,
“index”: 1,
“channels”: 2,
“bitrate”: 256,
“language”: “English”,
“languageTag”: “en”,
“languageCode”: “eng”,
“audioChannelLayout”: “stereo”,
“profile”: “lc”,
“samplingRate”: 48000,
“streamIdentifier”: “2”,
“displayTitle”: “English (AAC Stereo)”,
“extendedDisplayTitle”: “English (AAC Stereo)”
}
Oct 16, 2021 11:52:23.751 [14304] INFO - [Plex for Samsung] [user:token] subtitleStream: none
Oct 16, 2021 11:52:23.751 [14304] INFO - [Plex for Samsung] [user:token] [MDE] Server decision, directPlay: true, directStreamVideo: true, directStreamAudio: true
Oct 16, 2021 11:52:23.751 [14304] INFO - [Plex for Samsung] [user:token] reason: Direct play OK.
Oct 16, 2021 11:52:23.751 [14304] INFO - [Plex for Samsung] [user:token] [AVPlayFactory] Requesting new player…
Oct 16, 2021 11:52:23.751 [14304] INFO - [Plex for Samsung] [user:token] [AVPlay (NONE)] load: {
“AVPlay version”: “1.0”,
“Tizen version”: 2.4,
“Package version”: “5.10.0”,
“Model”: “UN60KU6270”
}
Oct 16, 2021 11:52:23.751 [14304] INFO - [Plex for Samsung] [user:token] [SubtitleConnectionManager] Subtitle connection ignored. App is not rendering subtitles.
Oct 16, 2021 11:52:23.751 [14304] INFO - [Plex for Samsung] [user:token] [PlaybackSessionController] playback state changed to: buffering
Oct 16, 2021 11:52:23.751 [14304] INFO - [Plex for Samsung] [user:token] [AVPlay (NONE)] open ("https://s65-29-134-187.c73c914bad4b4b68901c518359e09715.plex.direct:32400/library/parts/279922/1633650367/file.mp4?X-Plex-Token=xxxxxxxxxx
Oct 16, 2021 11:52:23.751 [14304] INFO - [Plex for Samsung] [user:token] [AVPlay (IDLE)] setListener ({})
Oct 16, 2021 11:52:23.751 [14304] INFO - [Plex for Samsung] [user:token] [AVPlay (IDLE)] setDisplayRect (0, 60, 1920, 960)
Oct 16, 2021 11:52:23.751 [14304] INFO - [Plex for Samsung] [user:token] [AVPlay (IDLE)] setDisplayMethod (“PLAYER_DISPLAY_MODE_FULL_SCREEN”)
Oct 16, 2021 11:52:23.751 [14304] INFO - [Plex for Samsung] [user:token] [AVPlay (IDLE)] setTimeoutForBuffering (120)
Oct 16, 2021 11:52:23.751 [14304] INFO - [Plex for Samsung] [user:token] [AVPlay (IDLE)] prepareAsync (, )
Oct 16, 2021 11:52:23.752 [14304] ERROR - [Plex for Samsung] [user:token] [AVPlay (IDLE)] onAVPlayError: PLAYER_ERROR_CONNECTION_FAILED
Oct 16, 2021 11:52:23.752 [14304] INFO - [Plex for Samsung] [user:token] [PlaybackSessionController] playback state changed to: stopped
Oct 16, 2021 11:52:23.752 [14304] ERROR - [Plex for Samsung] [user:token] Playback error occurred. Reason: BufferingTimeout, Player took too long buffering, stopping playback
Oct 16, 2021 11:52:23.752 [14304] WARN - [Plex for Samsung] [user:token] [PlaybackSessionController] could not retry, reporting error
Oct 16, 2021 11:52:23.752 [14304] INFO - [Plex for Samsung] [user:token] Opening modal: ActionsModal
Oct 16, 2021 11:52:23.752 [14304] INFO - [Plex for Samsung] [user:token] Opened modal: ActionsModal
Oct 16, 2021 11:52:23.752 [14304] INFO - [Plex for Samsung] [user:token] Navigation: Closing screen: VisualMediaPlaybackScreen
Oct 16, 2021 11:52:23.752 [14304] INFO - [Plex for Samsung] [user:token] goBack on screen: VisualMediaPlaybackScreen
Oct 16, 2021 11:52:23.752 [14304] INFO - [Plex for Samsung] [user:token] Navigating back to screen: HomeScreen
Oct 16, 2021 11:52:23.752 [14304] INFO - [Plex for Samsung] [user:token] [ServerConnectionTestManager] Started
Oct 16, 2021 11:52:23.752 [14304] INFO - [Plex for Samsung] [user:token] [AVPlay (IDLE)] setListener ({})
Oct 16, 2021 11:52:23.752 [14304] INFO - [Plex for Samsung] [user:token] [AVPlay (IDLE)] close ()
Oct 16, 2021 11:52:23.752 [14304] INFO - [Plex for Samsung] [user:token] [PlaybackMetrics] Removing playback metrics from PlayerController
Oct 16, 2021 11:52:23.752 [14304] INFO - [Plex for Samsung] [user:token] Navigated back to screen: HomeScreen
Oct 16, 2021 11:52:23.753 [14304] ERROR - [Plex for Samsung] [user:token] [Unhandled Rejection]: [mobx] An invariant failed, however the error is obfuscated because this is an production build.
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I just upgraded the Plex server on TrueNAS to 1.24.4931 and it seems like my issue is solved. Hope yours too.
I have having the same profile issues - running Plex Server - Windows Version 1.24.4.5081 (Released September 24, 2021). Not sure if this would be a server type issue as all other players work fine (Windows, Web, and Android devices) - it is just the Samsung TV App that generates this error and unable to playback.
Same error message with server 1.24.5.5160-19d8ce86f under Ubuntu.
Oct 21, 2021 01:02:56.620 [0x7f5d38af9b38] ERROR - Unable to find client profile for device; platform=Tizen, platformVersion=5.5, device=20_KANTSU2_UHD_BASIC, model=UE43TU7105KXXC
There is other reports answsers saying this ERROR message is expected and could be ignored.
But currently, this is the only error message around the server no more able to play some files. In my case, more than big files, files requiring transcoding doesn’t play on Samsung TV.
This problem is plaguing many Samsung users, Plex team please acknowledge!!!
Also got this problem with some series, and the weird thing is only at the end of an serie like couple of minutes.
Log:
Oct 26, 2021 21:46:47.315 [xxx] DEBUG - [Now] Device is Tizen (TV 2018).
Oct 26, 2021 21:46:47.315 [xxx] ERROR - Unable to find client profile for device; platform=Tizen, platformVersion=4, device=18_KANTM2_UHD, model=UE55NU8070
WARN - Caught exception trying to convert extra data attribute ‘originallyAvailableAt’ with type 1 and value ‘2021-10-22’ ~ bad lexical cast: source type value could not be interpreted as target
VERBOSE - We didn’t receive any data from xxxxxx:54770 in time, dropping connection.
I was hunting down problems with direct play of HEVC videos on my Plex (Turris Omnia + Samsung QE65Q7FNA).
The true is that Plex Team is right and Samsung software/firmware developers are… Hmm… Pathetic.
This error can be safely ignored. The profile in generated on the fly, based on your device and it is generated correctly. There is no need to panic about.
I pack my error times here to it. I have also attached it to another topic, because I still do not know what exactly it is. With a Samsung TV version 1.24.4 and version 1.24.5 the playback does not work anymore. It always comes the error message “Multimedia file format not supported”.
I have now installed version 1.23.3 again, so the playback works again.
platform=Tizen, platformVersion=2.4, device=16_HAWKM_FHD, model=UE55K6379
@KUTlime I don’t think your comment really helps here, considering the error message we’re receiving is the only error message we get when the video does not playback.
For what it’s worth, my Samsung tv hasn’t had a firmware update in a long time, older than the most recent Plex app on the tv, which is now also several months old (also, side note, both the tv and Plex app are on the latest update available). The only things really changing as far as I can tell are the Plex media server (which technically I only updated after first running into this issue, so I’m ruling that out as the culprit), and any of the Plex hosted services (since the Plex app is talking with my server via Plex’s services). Since, in theory, the tv firmware, tv Plex app, and Plex media server were all unchanged, it seems likely to have been something with the Plex services that we have no control over.
If they just don’t want to support our TV’s anymore, then fine, just tell us and we can get fire sticks or Roku or whatever to keep using it. But not saying anything or playing it off as user issue is frustrating, especially for those of us who actually paid for Plex.
Same here
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