# Image error when enabling subtitles **URL:** \ **Category:** General Discussions\ **Created:** [December 6, 2019, 6:22am UTC](https://forums.plex.tv/t/image-error-when-enabling-subtitles/502848 "2019-12-06T06:22:00Z")\ **Posts on this page:** 10\ **Page:** 1
**Author:** ![kas\_lar](https://avatars.discourse-cdn.com/v4/letter/k/c5a1d2/32.png) [@kas\_lar](https://forums.plex.tv/u/kas_lar)\ **Post date:** [December 6, 2019, 6:22am UTC](https://forums.plex.tv/t/image-error-when-enabling-subtitles/502848/1 "2019-12-06T06:22:00Z")
Hi everyone. I’ve been having this problem where the image is totally wrong when ever I enable subtitles. It’s happing on my Macbook, iPhone and Nvidia Shield. I’m a plex pass user. The server is running on version 1.18.2.2058 on a Synology DS418+. Do anyone have a answer to why this is happening? Best regards Kasper ![37](https://global.discourse-cdn.com/plex/original/3X/5/6/563060baf9248259dd62dbd46ec1b16d009dc035.jpeg) ---
**Author:** ![FordGuy61](https://avatars.discourse-cdn.com/v4/letter/f/22d042/32.png) [@FordGuy61](https://forums.plex.tv/u/FordGuy61)\ **Post date:** [December 6, 2019, 7:45am UTC](https://forums.plex.tv/t/image-error-when-enabling-subtitles/502848/2 "2019-12-06T07:45:11Z")
Looks like the Intel driver issue with hardware accelerated transcoding. > [@Hardware Transcoding broken when burning subtitles ApolloLake-based Synology NASes](https://forums.plex.tv/t/hardware-transcoding-broken-when-burning-subtitles-apollolake-based-synology-nases/482428/33): > > So far this issue appears to be limited to NAS’s with an Apollo Lake processor. As a stop gap, could those affected please try the following; SSH into your NAS and then remove the new [Intel Media Driver (iHD)](https://github.com/intel/media-driver) rm "/volume1/@appstore/Plex Media Server/lib/dri/iHD\_drv\_video.so" this will cause PMS to fallback to the older [Intel VA-API driver](https://github.com/intel/intel-vaapi-driver) (i965\_drv\_video.so) for HW transcoding. please let us know if this resolves your burning subtitles issue. ---
**Author:** ![kas\_lar](https://avatars.discourse-cdn.com/v4/letter/k/c5a1d2/32.png) [@kas\_lar](https://forums.plex.tv/u/kas_lar)\ **Post date:** [December 6, 2019, 4:37pm UTC](https://forums.plex.tv/t/image-error-when-enabling-subtitles/502848/3 "2019-12-06T16:37:24Z")
Hi Fordguy61. Thank you - I’ll try it tomorrow:-) It the command simply : "rm “/volume1/@appstore/Plex Media Server/lib/dri/iHD\_drv\_video.so” ? ---
**Author:** ![youjackal\_gmail\_com](https://avatars.discourse-cdn.com/v4/letter/y/e19adc/32.png) [@youjackal\_gmail\_com](https://forums.plex.tv/u/youjackal_gmail_com)\ **Post date:** [December 6, 2019, 6:15pm UTC](https://forums.plex.tv/t/image-error-when-enabling-subtitles/502848/4 "2019-12-06T18:15:27Z")
Hi, I’m also a plex pass user and having the same issue. My server and version of plex are same with @kas_lar I follow your instruction, trying to remove the file you mention, it said “Permission denied” ![image](https://global.discourse-cdn.com/plex/original/3X/5/f/5fcae9b5291cd1ff00697349956aaa4aa8dc599d.png) ---
**Author:** ![youjackal\_gmail\_com](https://avatars.discourse-cdn.com/v4/letter/y/e19adc/32.png) [@youjackal\_gmail\_com](https://forums.plex.tv/u/youjackal_gmail_com)\ **Post date:** [December 6, 2019, 7:26pm UTC](https://forums.plex.tv/t/image-error-when-enabling-subtitles/502848/6 "2019-12-06T19:26:01Z")
I google it myself and used “sudo rm” to fix the permission denied issue, but I still hope Plex can provide an update regarding this issue. ---
**Author:** ![FordGuy61](https://avatars.discourse-cdn.com/v4/letter/f/22d042/32.png) [@FordGuy61](https://forums.plex.tv/u/FordGuy61)\ **Post date:** [December 6, 2019, 8:10pm UTC](https://forums.plex.tv/t/image-error-when-enabling-subtitles/502848/7 "2019-12-06T20:10:10Z")
Before removing the file, suggest you disable hardware acceleration to test that you have the same problem. Also, instead of deleting the file, change the name to `iHD_drv_video.old` or similar, so you can change it back if needed. Otherwise, you’ll have to reinstall PMS to replace it. You’ll need root privileges, so you’ll need to use `sudo rm ....` and the administrative password (on Synology, same or similar on other platforms). As mentioned in other threads, the problem is with the Intel supplied driver. Plex is working with Intel to fix things, including, it seems, performing much of the work themselves, instead of waiting on Intel to fix everything. ---
**Author:** ![kas\_lar](https://avatars.discourse-cdn.com/v4/letter/k/c5a1d2/32.png) [@kas\_lar](https://forums.plex.tv/u/kas_lar)\ **Post date:** [December 7, 2019, 7:51pm UTC](https://forums.plex.tv/t/image-error-when-enabling-subtitles/502848/8 "2019-12-07T19:51:34Z")
Hi there. I’ve disabled the hardware acceleration and the problem went away. I deleted the file as you suggested and now everything seems to be working. Thanks a lot! ---
**Author:** ![FordGuy61](https://avatars.discourse-cdn.com/v4/letter/f/22d042/32.png) [@FordGuy61](https://forums.plex.tv/u/FordGuy61)\ **Post date:** [December 7, 2019, 9:06pm UTC](https://forums.plex.tv/t/image-error-when-enabling-subtitles/502848/9 "2019-12-07T21:06:41Z")
Here’s another thread with good information, in addition to the one I previously linked. Might follow both for updates. Both have Plex employees who are involved in troubleshooting & resolution, so should have relatively up to date information. > [@HW Transcoding not working anymore (Synology Diskstation)](https://forums.plex.tv/t/hw-transcoding-not-working-anymore-synology-diskstation/495495): > > Server Version#: 1.18.2.2058 Player Version#: 4.8.4 DSM Version: 6.2.2-24922 Update 4 So far HW transcoding on Synology Diskstation DS916+ worked just fine. I do not exactly when it broke because there have been many updates recently. Now it fails and video are transcoded by software. This can be seen by high CPU load and stop-and-go video playback. The server log shows: Nov 23, 2019 15:15:11.477 [0x7fc76534e700] INFO - Plex Media Server v1.18.2.2058-e67a4e892 - Synology DS916+ x86\_64 - bui… > [@Hardware Transcoding broken when burning subtitles ApolloLake-based Synology NASes](https://forums.plex.tv/t/hardware-transcoding-broken-when-burning-subtitles-apollolake-based-synology-nases/482428/): > > Server Version#: 1.18.1.1973 on Synology 1019+ NAS Player Version#: 6.4.3.5958 on Roku Streaming Stick When I have Hardware Acceleration turned on with version 1.18.1.1973 I only get sound. The video quality is unrecognizable and pixelated. I’ve tried different videos but it was the same issue. When I turn off Hardware Acceleration the video is better. I also had issues with the previous version. It would be blurry for 30 seconds or so before the video quality would improve. Now it is much wor… ---
**Author:** ![COCO-FLIX](https://avatars.discourse-cdn.com/v4/letter/c/a6a055/32.png) [@COCO-FLIX](https://forums.plex.tv/u/COCO-FLIX)\ **Post date:** [December 20, 2019, 6:54pm UTC](https://forums.plex.tv/t/image-error-when-enabling-subtitles/502848/10 "2019-12-20T18:54:57Z")
I have the same problem with a QNAP TS 253be. Turning off the HW accelerated butttom works for me but increase the CPU to %100. Now when I changed the transcoder quality (In transcoding settings) to “prioritize quality” de CPU goes to 30%, but with a second playback goes between 30 to 98%. Hope that Plex give us a solution for use HW transcoding wothout any subtitle problem. ---
**Author:** ![system](https://global.discourse-cdn.com/plex/original/3X/2/a/2acb9765406f63293d357b4ec509ec39aa28f2ad.png) [@system](https://forums.plex.tv/u/system)\ **Post date:** [March 19, 2020, 6:54pm UTC](https://forums.plex.tv/t/image-error-when-enabling-subtitles/502848/11 "2020-03-19T18:54:59Z")
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