My movie files are on a NAS (PLEX Server, latest Version 1.25.2.5319). I play the movies on the LG Smart TV with the PLEX app. However, HDR movies will not play (“Ein unerwarteter Fehler ist aufgetreten / An unexpected error has occurred”. Does anyone know the reason?
Incidentally, Emby plays the same film with the same system configuration without any problems.
May I see the DEBUG log files please?
Can’t diagnose / fix without them.
Thanks for the feedback. I don’t know exactly what you need, because I don’t know the app well enough. So I once took 2 screenshots of logs that I found.
Arno
Thank you but those are the Plex/web logs.
Settings - Server - Troubleshooting (will be in the lower left corner) – Download Logs
That ZIP file please
Hope that I have the correct file. (The names in the German-language app are different.)
Plex Media Server Logs_2021-12-30_23-46-26.zip (3.2 MB)
Danke, Ich werde jetzt lesen.
The Synology D-1541 Xeon does not have hardware transcoding nor does it have a GPU which is needed for hardware tone mapping.
Simply stated, It is not strong enough to play HEVC HDR and tone map that video to H.264 SDR
Dec 29, 2021 21:38:55.304 [0x7f352b064b38] DEBUG - [Transcode] Codecs: hardware transcoding: testing API nvdec
Dec 29, 2021 21:38:55.304 [0x7f352b064b38] ERROR - [Transcode] [FFMPEG] - Cannot load libcuda.so.1
Dec 29, 2021 21:38:55.304 [0x7f352b064b38] ERROR - [Transcode] [FFMPEG] - Could not dynamically load CUDA
Dec 29, 2021 21:38:55.304 [0x7f352b064b38] DEBUG - [Transcode] Codecs: hardware transcoding: opening hw device failed - probably not supported by this system, error: Unknown error occurred
Dec 29, 2021 21:38:55.304 [0x7f352b064b38] DEBUG - [Transcode] Could not create hardware context for hevc
Dec 29, 2021 21:38:55.304 [0x7f352b064b38] DEBUG - [Transcode] Scaled up video bitrate to 268569Kbps based on 4.500000x fudge factor.
Dec 29, 2021 21:38:55.304 [0x7f352b064b38] DEBUG - [Transcode] MDE: Dune (2021): Audio Direct Streaming is disabled, so video's audio stream will be transcoded
Dec 29, 2021 21:38:55.304 [0x7f352b064b38] DEBUG - [Transcode] MDE: Cannot direct stream audio stream due to profile or setting limitations
Dec 29, 2021 21:38:55.304 [0x7f352b064b38] DEBUG - [Transcode] MDE: Dune (2021): selected media 0 / 67048
Dec 29, 2021 21:38:55.305 [0x7f352b064b38] DEBUG - [Transcode] Streaming Resource: Reached Decision id=43581 codes=(General=2000,Neither direct play nor conversion is available. Direct Play=3000,App cannot direct play this item. Direct play is disabled. Transcode=4002,Not enough CPU for conversion of this item.)
Dec 29, 2021 21:38:55.305 [0x7f352f20cb38] DEBUG - Completed: [192.168.1.119:55802] 200 GET /video/:/transcode/universal/decision?directPlay=0&directStream=0&directStreamAudio=0&protocol=hls&fastSeek=1&path=%2Flibrary%2Fmetadata%2F43581&session=53l3jejn1vf61639727x470n&mediaIndex=0&partIndex=0&mediaBufferSize=50000&hasMDE=1&subtitleSize=100&videoQuality=100&videoResolution=3840x2160&audioBoost=100&subtitles=burn&location=lan (10 live) GZIP 39ms 820 bytes (pipelined: 13)
Dec 29, 2021 21:38:57.595 [0x7f352b01fb38] DEBUG - Request: [192.168.1.119:55802 (Subnet)] GET /library/metadata/43581 (
I don’t want a downsizing to SDR at all, but a passthrough through the Plex app. The TV should do the decoding.
As a reminder: Emby can.
check the player app settings
I get HDR pasthrough with an ARM CPU
I need to see the DEBUG logs zip file captuing the start of playback
If I knew what and where, I would have done this a long time ago.
Easily overlooked.
Also should have good HDMI cables. Older spec (pre 1.4 HDCP) will cause loss of HDR. – I know.. a cable should be “a cable” but it’s not.
Thanks for the picture. Can you describe again where these functions are, possibly with a larger picture?
In the player app → Scroll down to the left side (below your server / libraries list)
At the bottom “Settings” … Click it.
Now scroll down to “Advanced Settings”
OK, you’re talking about the app on the TV.
The German app on the LG TV has “Advanced Settings”. However, these concern other points such as “allow insecure connection”. Passthrough HDMI is missing.
Thank you very much for your patience. I will now switch to Emby.
The Lg app is different than what @ChuckPa Shows (which looks like android).
I have an Lg CX with client version 5.29.1 and on it, go to the left hand margine and open settings>video and make sure local quality is original, allow direct play is ticked, and allow direct stream is also ticked.
HDMI pass through would not be relevant in your case.
I have the 48" LG C1 OLED.
This is the WebOS app settings display.
This setting allows full HEVC HDR Dolby Vision.
Exactly!
You are not getting HDR ?
If you’re not getting this, I need to see your logs
Settings - server - General - Show Advanced
– DEBUG ON
– VERBOSE OFF
– SAVE if you make changes
Start the playback
Wait 10 seconds
Stop Playback
Settings - Server - Troubleshooting - Download Logs
Attach the ZIP file it gives you
Thanks, but I already have these settings without success.
Hope I got the right file.
Plex Media Server Logs_2021-12-31_18-54-01.zip (3.6 MB)
