Is anybody working at Plex going to fix the Nvidia shield startup freezing but audio plays and then catches up fix

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1

Please flex people let’s get this out there to get fixed when you play a video on the Nvidia shield it for one second and then freezes and then all you hear is audio and then a minute later or less than the video catches up it’s really annoying and when you play and pause it does the same thing happening on all my friends field and all my family we have about 20 shields all together please let’s get this fixed please please please please :pleading_face:

8 Likes
2

We’re going to need both the Plex DEBUG (not VERBOSE) logs which capture the playback as well as the Shield’s logs.

I am asking for this because I have a Shield Pro 2019 (Experience 8.2) and it will play anything (including 59.94 FPS UHD with it doing the tonemapping and audio passthrough) without blinking. It does not fail.

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@ChuckPa - You can see a breakdown of this issue in my previous forum post - [BUG]Shield Video Player frozen for 5-10 seconds at start of playback

There are also logs posted in posts #1 & #23.

Thank you.

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@ChuckPa - This is another thread with similar issues. Infinite buffering when opening files on Nvidia SHIELD player (and other issues)

I have also posted Shield & Server logs in that thread, to no avail.

I am literally experiencing both issues RIGHT now - I am on non-beta app version - 8.22.0.27533.

I can post more logs if you want, but I am tired of pulling logs preemptively, only to have no employee respond, like I have done in most of these bug reports, some of which have gotten responses, most of which feel ignored.

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I’m having a HARD TIME reproducing what you all are seeing.

That said, I’ll share my videos with you so we can get to common ground.

ALSO, in the interest of maintaining sanity, these threads need to be folded into ONE THREAD.

Any suggestions before I pick one?

6

I have a very similar issue where the video freezes and the audio plays on TV Show episode start up. If I use the skip intro feature it fixes the video but the audio then falls out of sync. So every time I start an episode I have to play the episode, skip intro, and then skip back 10 seconds to get the audio and video synced up and playing smooth. This is on both the Shield 2019 and a Chromecast with Google TV on basically every show I have on the server. My shows are pretty much all encoded in HEVC so maybe that has something to do with it, but it is a frustrating issue for sure.

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I made a post.

In the interest of actually getting traction and resolution –

Do you care where I put all these threads?

It is IMPOSSIBLE to manage so many threads for the same problem which are stated slightly differently.

I would very much like to focus on one device at a time.

Let’s start with the Shield ?

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Personally I’m fine with you putting them in the thread you just listed.

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I’m with ChuckPa. I’m using a shield, and not getting this issue.

I know I’m not contributing to resolution of this issue, but I did want to chime in with a post about how this issue isn’t 100% across all Shield users.

EDIT: I’m not saying I don’t want this fixed. Since I have no logs to provide, I have been unable to provide any support to get this resolved. I am concerned about it, but can’t do anything.

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So it is perfectly clear –

  1. The shield is not my primary area.
  2. I am trying to contribute here without interfering with the development team.
  3. If I can help focus issues into finite “Steps to reproduce” and provide log files which capture the failure In The Current Released Version, then great.
  4. I am going to coordinate everything I do/ contribute here with the Shield team.

The video sample provided was ripped by me from my disc so I know it’s good.

I do suspect there are several users with slow/less-than-optimal networking creating problems. If we can sort those out – great.

1 Like
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I have 2 shields; an older (~3 years old) and a newer one (~1 year old) and both have this stalled video while the audio plays for the first x seconds of the video.

It’s been doing this for quite some time, but I’ve been to lazy to search for a solution.

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Some other people I made this post again cuz no moderator was getting back to us thanks for getting back to us but this is going on with more than most people but the logs and the poster and the other logs too as the other guy underneath you just said

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I will be (somewhat painfull for some) candid.

If folks are here to complain, without providing the info requested so either

  • They can be shown how to correct the issue on their end
    -or-
  • The data can be given to Engineering to correct an application issue

then they are invited to take their whining elsewhere.

There’s an old expression: “Do your business or get off the pot”

I will champion to the max as I always have if there’s participation.

“It’s broke” is not an actionable statement.

Everybody awake :roll_eyes: ? :rofl:

6 Likes
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I’ll provide it with for you tomorrow Tell me the steps again that’s been a while since I’ve had to upload one of these

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In the Shield app settings, enable logging.
In PMS, verify DEBUG logging on and VERBOSE logging off.

Start the playback and recreate the failure.

Do not exit the Shield app

Then,

  1. Capture the PMS (as normal)
  2. Shield apps are grabbed remotely (http://ip.addr.of.shield:port/logging (you’ll see the URL when you enable the logging)

  1. Save the shield logs as a text file

  2. Attach it and the PMS logs ZIP

1 Like
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logs.zip (555.5 KB)

hear you go

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just letting you nkow too all these videos played fine befor this year and have been played lots of times then one day not working not just me but all my family members shelds to we have 2019 pro and 2017 all the same problem

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I experience both the infinite spinning (moderate reproducibility) and audio starting before video playback (frequent reproducibility, almost always reproducible when resuming from sleep/screensaver/app switch). So either we need one thread for both issues or two separate threads (i would vote for 2).

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19

agreed - there’s nothing wrong with the videos. they play back fine in other players. please identify the threads we’re going to use for collecting logs on these issues and i’ll post mine. the audio starting before video and then video eventually catching up is regularly reproducible for me, so i should be able to post multiple log grabs over the next couple of days.

edit Reproduced on first attempt.
edit 2 Realized I didn’t have debug turned on for PMS. Working on getting another set. In the meantime, the client logs should still be valid.
edit 3 updated logs with debug on for PMS

  1. Wake Shield from sleep
  2. Start video playback and then immediately pause
  3. Allow Shield to go to screensaver
  4. Wake from screensaver
  5. Resume playback
  6. Observe audio playback starts but video playback doesn’t start for several seconds

Plex Media Server Logs_2021-09-17_08-11-56.zip (6.1 MB)
logging.txt (4.2 MB)

1 Like
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i can also agree.
there are no issues with the videos.
this issue has only recently appeared maybe 8.21.x but can’t be sure.