HEVC play only with subitles ON

Plex Players
1

Server Version#: 1.32.0.6950
Player Version#: 9.20.1.979 Plex for Android (TV) (Fire TV Stick 4K Max)

Hi all,
I have some problem with Fire TV Stick 4K Max.
On this device, when I try to play HEVC files, subtitles MUST be enabled.
For example, this file works perfect on mobile phone or pc (subtitles OFF)

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image298×200 10.6 KB
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Same movie, same network, same all as before, on Fire TV Stick 4K Max I receive “An error occurred while attempting to play this video. Please check your connection and try again”

Same conditions, if I enable subitles I can play with conversion (not direct)

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Any idea why I have to enable subtitles and why is not directly playing?

Thanks

2

Possibly something with the video file itself. Can you post the xml info?

3

I had try with different files but the result is the same.
In the zip file 2 different xml (both not working).

Files.zip (22.7 KB)

4

Ok, those look fine. I’ll need logs from the Fire TV after reproducing the error.

5

Logs from server and logs from Fire stick (network log)

Server.txt (91.1 KB)
Network Logging.txt (5.0 MB)

6

Is it only these files? Do you have other HEVC files that do work?

Your logs indicate it first tried to direct play and failed, then it tried to direct stream and also failed. So there is something in the video that the device does not like. When you enable subtitles, it forces the video to get transcoded, which is why it works. Can you get me a 30s to 1m sample file of this video so I can test it?

7

Not only these files, I try some (not all) of my files and the result is the same.
Before to use FireStick I was usign google chromecast with google tv but I change it because I was not happy about performace.
Anyway on google the files are working as aspected.
This is a sample of the broken files (in my gdrive folder)
GDrive folder