Hisense 65 U8Q EU (Vidaa) Plex playback issue in Nov 2025

Plex Players
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1

Server Version#: 1.43.0.10346
Player Version#: latest
<If providing server logs please do NOT turn on verbose logging, only debug logging should be enabled>

Hello,

Playback stops on almost anything and starts buffering. If I try transcode it gives an error.

The logs specify - TranscodeUniversalRequest: unable to find a matching profile and the sessions with issues are all on s a Hisense 65U85QEVS / VIDAA Plex client. If I switch to a fire stick or any of my other devices this isn’t an issue.

TranscodeUniversalRequest: unable to find a matching profile
Device is vidaa (Hisense 65U85QEVS) / device=VIDDA V0000.09.09P.P1009

Thanks in advance.

Plex Media Server Logs_2025-11-26_15-15-47.zip (3.7 MB)

2

Can you please provide Server DEBUG logs zip which captures this happening?

“Unable to find matching profile” simply states there is no preset defined.
At that point, PMS dynamically negotiates the playback settings (capabilities vs requested )

3

Thanks for the quick response. Sorry, I thought I had done it already. Logs added to my initial post.

4

Thanks for those logs.

I see it fighting with burning subtitles. It does not know what to do with them (the player app)

Silly question – When is last TV firmware and app were updated?

I ask because I’ve not seen a failure like this on Hisense in a looong time.

Am I’m reading it correctly, this is a ‘Google TV - 2025’ model ?

There are issues with a lot of Google TV platforms right now (google side)

5

Thanks for following up. When I set it up a few days ago I did all the updates and it’s set to auto-update now. It is VIDAA unfortunately (I’m in EU and in EU Hisense is using Vidaa OS) not Google TV. It’s a brand new TV, like a week old. I have another new 75” U8Q model in the basement, I can see if it’s happening there too.

6

I have a 2025 hisense 85u7qtuk pro, firmware V0000.09.02W.P0928 (latest), with Plex also updated to latest 1.42.2.10156, I am having the same issue.

No amount of tinkering with settings is helping the issue.

7

Bonjour,

Pour ma par je suis sur une TV Hisense 65A85Q. Version V0000.09.09P.P0930

Plex for VIDAA Version 5.93.2

J’ai le même problème que plusieurs dizaines de personnes ayant écrits sur ce forum et sûrement plein d’autres qui n’ont pas pris le temps d’écrire ici.

Sur TOUS les autres clients Plex, sur TV sony, samsung, LG que j’ai pu avoir, il ni a jamais eu de problème. Sur ma nouvelle TV Hisense(désolé) impossible de lire une vidéo en directe, celle ci se bloquant au bout que quelques secondes. Un rond jaune tourne sans s’arrêter et il faut couper la lecture ou faire une avance rapide pour reprendre la lecture. Même problème quelques secondes plus tard.

Je pense que le problème est bien connu des équipes de Plex, mais que le peu de personnes l’utilisant sur l’OS Vidaa ne les poussent pas travailler sur cette version. C’est vraiment dommage…

Je n’espère même pas avoir une réponse de leurs services, mais cela me fait du bien d’en parler comme thérapie.

Il me reste donc à passer sur une box type apple TV ou Nvidia shield pour avoir un service juste utilisable.

Merci pour votre attention.

8

is there any plan to fix this problem?

9

Hello, just checking if there’s any progress or anything on this?

Does anyone have a list of EU firmware for the u8q series, hoping to go back to previous version to see if it helps. I have found this but unsure if it’s for my model:

10

A bit late here but I can confirm It’s happening to the 75” version of the U8Q in the basement as well.

11

Hello. I have the same problem on Hisense 85U8Q. I tried everything to force stop burning in subtitles with no luck. Everything is updated (client, server). Any advice?

12

I have now managed to speak to Hisense support and I got access to a few older firmware files, and with everyone the issue is the same - playback stops randomly and if you change quality it just stops and cannot play at all. This is true for both teh 65 and 75” tv’s.

So the issue isn’t with Hisense, it must be somehow with plex, perhaps a plex server upgrade happened and triggered this (mine auto upgrades)? How can we assist to get this sorted please?

13

Same issue.
Also cannot browse manually added server by IP in the local network.
media plays in the browser via the web interface of plex but it transcodes so I miss out on dolby vision playback.

Interestingly, Stremio also has similar issue of forever buffering after a minute of playback. the devs say that it is most likely a firmware issue and one guy from Asia reported that the Q firmware update from 2026 fixed all buffering for him. I am in EU and havent receied this firmware yet.

14

Same issue here with my Hisense 55U7Q Pro with Vidaa OS.
Its starting the video, but stops after 10s
By disabling direct play (another Suggestion in the web) it is not working at all.

Please Plex, help us to get this running

15

Strange. I updated my TV to V0000.09.09O.P0930. Plex server V1.43.1.10540. Short test shows that direct play is working now. I didn’t test 4k only 1080p HVEC. Hopefully it stays this way.

Client 5.94.1

Switching audio track does not work.

16

Same here. I have a Hisense TV 65E8Q running Vidaa OS. Tried everything but nothing helps. Also, in logs I see this:

[Req#21b70] Unable to find client profile for device; platform=vidaa, platformVersion=V0000.09.09O.P0930, device=VIDDA V0000.09.09O.P0930, model=65U85LEVS

Double check the /usr/lib/plexmediaserver/Resources/Profiles but there no Vidaa mentions…

17

I have the same issue.

From server side I have the following error:

  • Unable to find client profile for device; platform=vidaa, platformVersion=V0000.09.09O.P0930, device=VIDDA V0000.09.09O.P0930, model=85U63KEVS

From Client side:

  • [Player] A critical HTML media error occurred: 4 (Codec); the player cannot recover
  • Failed to send transcode action stop to source: server://…
  • Playback error occurred. Reason: Unknown, An unknown player error occurred. code: 4, message: Codec
  • [PlaybackSessionController] could not retry, reporting error

Plex for Vidaa 5.94.1
Server version: 1.43.0.10492

All other devices are working. This issue is definitely with the Plex for Vidaa app.

18

Hello everyone.

I have two Hisense TVs, one 75” and one 100”.
My Plex server is on a WD EX4100 nas.

Both TVs have latest firmware installed.
Plex server and clients are up to date on all devices.

The nas is not powerful enough to provide direct stream (video convert) so I must use direct play.
I’m experiencing the same issue reported above.
Direct play on a (much less powerful than the TV) Amazon Fire Stick or on a PS5 is flawless.

Anyone directly contacted Plex for support and got feedback?

Thanks for your help.

19

Does anyone know if the latest v.1.43.1.10611 firmware update fixes this issue?

Thanks.

20

I have a Hisense 65Q6NAU and the VIDAA app stutters unless I transcode the video and even then there is still a regular, half-second stutter. The server is up to date and runs on a Synology DS1019+ which has a GPU.

It’s hardwired to ethernet so it isn’t a bandwidth issue.