External srt subtitles are not working anymore

Plex Media Server NAS & Devices
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1

Hey guys,

I’m using Plex for several years already. I always used external srt files for subtitles, if there is no subtitle in the container.
Since a few month srt subtitles are not played back anymore.
Wheel turns forever and then playback stops. As soon as I switch to container subtitles or switch them off completely, playback starts right away.

Playing it in the Webinterface I get this error: “An error occurred trying to play this item. shaka1001 (Network)”
No idea what it means.

Version of Plex: 1.10.1.4602
Version of DSM: 6.1.4-15217 Update 3

If I’m in the wrong place here, would you please move it to the right place? Thank you

Thanks for your help in advance!

Lenny

2

@lenny86 said:
Hey guys,

I’m using Plex for several years already. I always used external srt files for subtitles, if there is no subtitle in the container.
Since a few month srt subtitles are not played back anymore.
Wheel turns forever and then playback stops. As soon as I switch to container subtitles or switch them off completely, playback starts right away.

Playing it in the Webinterface I get this error: “An error occurred trying to play this item. shaka1001 (Network)”
No idea what it means.

Version of Plex: 1.10.1.4602
Version of DSM: 6.1.4-15217 Update 3

If I’m in the wrong place here, would you please move it to the right place? Thank you

Thanks for your help in advance!

Lenny

Please provide logs and indication of time of error

See https://support.plex.tv/hc/en-us/articles/201643703-Reporting-issues-with-Plex-Media-Server
https://support.plex.tv/hc/en-us/articles/200250417-Plex-Media-Server-Log-Files

3

Here are the logs. Time would be 01:05-01:06 am.

4

no idea? I really appreciate your help

5

Is the Local Media Agent enabled in Settings - Server - Agents on each of the tabs?

6

@lenny86

One of the problems we found is your naming of the subtitles.

Jan 05, 2018 01:05:08.112 [0x7fcdfbf35700] ERROR - Couldn't find the file to stream: /volume1/MEDIA/TV Shows/Big Bang Theory/Season 11/The.Big.Bang.Theory.S11E01.720p.HDTV.X264-DIMENSION-Scrambled.en.srt

PMS is looking for that file and it’s not finding it.

What are the names of the files? Also, would you consider cleaning up the naming? FileBot will make it a lot easier to manage SRT files

7

I think this is the problem. My Vide File is named

The.Big.Bang.Theory.S11E01.The.Proposal.Proposal.HDTV-720p.mkv

and the subtitle is named

The.Big.Bang.Theory.S11E01.The.Proposal.Proposal.HDTV-720p.en.srt

These files are on the hard drive. There is no such file with the name

The.Big.Bang.Theory.S11E01.720p.HDTV.X264-DIMENSION-Scrambled.en.srt

Files are already getting renamed, automatically. However I renamed a lot of stuff, automatically with a tool. Now when I think about it, I guess this was around the same time subtitles stopped working.

However “Scan Library files” keeps the old names. What can I do, to clean that up?

8

I think this is the problem. My Vide File is named

The.Big.Bang.Theory.S11E01.The.Proposal.Proposal.HDTV-720p.mkv

and the subtitle is named

The.Big.Bang.Theory.S11E01.The.Proposal.Proposal.HDTV-720p.en.srt

These files are on the hard drive. There is no such file with the name

The.Big.Bang.Theory.S11E01.720p.HDTV.X264-DIMENSION-Scrambled.en.srt

Files are already getting renamed, automatically. However I renamed a lot of stuff, automatically with a tool. Now when I think about it, I guess this was around the same time subtitles stopped working.

However “Scan Library files” keeps the old names. What can I do, to clean that up?

9

If you rename the files it appears you do need to go through the Plex Dance sequence
See http://forums.plex.tv/discussion/277433/the-plex-dance

10

OK. I will try that. What is meant with “clean up bundles”?

11

Found it…!

1g1dybenf9yg.png748×408 184 KB

12

OK did that. However, now all subtitles are gone. They’re still in the folder, but Plex shows “none”, when I look it up on Plex.

13

Did the Scan Library Files complete after putting the files back ?
Redo that and get the logs zip and media info xml
See this for media info xml
https://support.plex.tv/hc/en-us/articles/201998867-Investigate-Media-Information-and-Formats

14

Yes it did complete. Here you go…

15

@lenny86 said:
Yes it did complete. Here you go…

Do you have Local Media Agent selected in Agents Server Settings for thetvdb
See https://support.plex.tv/articles/200220717-local-media-assets-tv-shows/

The last time the local media agent ran was on the 6th January

16

Well, it was activated. In order to get subs automatically, but it wasn’t really working. So I deactivated it.

Maybe another approach:
Is it in anyway possible just to completely start from scratch, but keep your viewing history?

17

The watched status is in the database - so if you start from scratch with a new database you would lose that

18

And I guess there is no option to just extract these informations and put them back later?

Any other ideas?

19

https://support.plex.tv/articles/201154527-move-viewstate-ratings-from-one-install-to-another/

20

Reinstalling Plex, Configuring the libraries and importing the viewstates solved the problem for me.
Not the solution I was looking for, but finally all subtiles are working again.