# Issue when using Web Player **URL:** \ **Category:** General Discussions\ **Tags:** server-synology, plex-web\ **Created:** [May 18, 2020, 11:45am UTC](https://forums.plex.tv/t/issue-when-using-web-player/591944 "2020-05-18T11:45:22Z")\ **Posts on this page:** 18\ **Page:** 1
**Author:** ![davidvpe](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/davidvpe/32/175788_2.png) [@davidvpe](https://forums.plex.tv/u/davidvpe)\ **Post date:** [May 18, 2020, 11:45am UTC](https://forums.plex.tv/t/issue-when-using-web-player/591944/1 "2020-05-18T11:45:22Z")
Hi all, I am using Plex Web Version 4.33.1, and the Server version is Version 1.18.5.2309 and it’s running on a NAS Synology DS1019+. the server works great, and I have no issues playing content in every device, except for Plex Web (I’ve tried in both Safari and Chrome). I don’t know what the issue is, and I don’t even know how it’s called in English so I can’t look for it on Google. So I was hoping maybe someone here can give me the name of the issue in English or how to solve it. Basically what is happening is that the screen looks like a really old tv when cable was down. Here’s a pic: [[Album] Weird issue on Plex Web ![](https://global.discourse-cdn.com/plex/original/3X/b/7/b700002031c849acfbb53c64a6cc3b17279d9dca.jpeg "Weird issue on Plex Web") ](https://imgur.com/a/kEErwlG) Also, the item plays, I can see changes in the screen and I have sound as well. But the images always look like this. Item’s that have this issue, are 1080p (HEVC Main 10) and with Audio (AAC 5.1). But here comes the interesting part. This issue doesn’t happen all the time. It’s random! I hope you guys can help me. ---
**Author:** ![tom80H](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/tom80h/32/19753_2.png) [@tom80H](https://forums.plex.tv/u/tom80H)\ **Post date:** [May 18, 2020, 11:56am UTC](https://forums.plex.tv/t/issue-when-using-web-player/591944/2 "2020-05-18T11:56:15Z")
looks like a bad transcode… ---
**Author:** ![davidvpe](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/davidvpe/32/175788_2.png) [@davidvpe](https://forums.plex.tv/u/davidvpe)\ **Post date:** [May 18, 2020, 12:33pm UTC](https://forums.plex.tv/t/issue-when-using-web-player/591944/3 "2020-05-18T12:33:50Z")
But then why does the same item in the same playing quality, plays normally in an iPad/iPhone/TV but not on Plex Web? I think it may be something going on with the Web Player for specific items. or maybe I have something in my own web player setup? ---
**Author:** ![tom80H](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/tom80h/32/19753_2.png) [@tom80H](https://forums.plex.tv/u/tom80H)\ **Post date:** [May 18, 2020, 12:41pm UTC](https://forums.plex.tv/t/issue-when-using-web-player/591944/4 "2020-05-18T12:41:22Z")
Keep in mind the Web Player has the most restrictions as browsers only support a small amount of codecs and audio/video formats. Therefore a video that can be played without transcoding in your other clients might still require to be transcoded for the playback in Plex Web. Most browsers won’t direct play HEVC. # Have you made any changes to the settings in `Settings` \> `[server]` \> `Transcoder`? ---
**Author:** ![JuiceWSA](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/juicewsa/32/12253_2.png) [@JuiceWSA](https://forums.plex.tv/u/JuiceWSA)\ **Post date:** [May 18, 2020, 12:44pm UTC](https://forums.plex.tv/t/issue-when-using-web-player/591944/5 "2020-05-18T12:44:36Z")
If you can use one of the ‘Plex Player Apps’ - powerful players that do NOT run in a browser - you will stop seeing issues like this. Both of them are available for free at the Apps/Devices links at bottom of this page. Plex Media Player - more for Home Theater applications Plex for ‘Whatever’ - looks exactly like Plexweb - but has Super Powers. ---
**Author:** ![davidvpe](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/davidvpe/32/175788_2.png) [@davidvpe](https://forums.plex.tv/u/davidvpe)\ **Post date:** [May 18, 2020, 12:51pm UTC](https://forums.plex.tv/t/issue-when-using-web-player/591944/6 "2020-05-18T12:51:52Z")
Settings -\> [Server] -\> Transcoder Transcoder quality: Automatic Transcoder default throttle buffer: 60 Background transcoding x264 preset: Very fast Disable video stream transcoding: NO Use hardware acceleration when available: YES Use hardware-accelerated video encoding: YES Maximum simultaneous video transcode: Unlimited ---
**Author:** ![SE56](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/se56/32/222425_2.png) [@SE56](https://forums.plex.tv/u/SE56)\ **Post date:** [May 18, 2020, 12:57pm UTC](https://forums.plex.tv/t/issue-when-using-web-player/591944/7 "2020-05-18T12:57:20Z")
I would like you to download a program called MKVToolNix 45 or above, it’s free and simple. Run the said title through multiplex and try that, as many of those HEVC have caused issues. [https://mkvtoolnix.download/](https://mkvtoolnix.download/) ---
**Author:** ![davidvpe](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/davidvpe/32/175788_2.png) [@davidvpe](https://forums.plex.tv/u/davidvpe)\ **Post date:** [May 18, 2020, 1:01pm UTC](https://forums.plex.tv/t/issue-when-using-web-player/591944/8 "2020-05-18T13:01:35Z")
I am aware that re encoding the files with a different video codec such as x264 will solve the issue, but I’d rather not to, for 2 reasons. 1. File size and 2. I have too many files with that codec at this point of my life, I haven’t really noticed it because I mainly watched Plex on the Smart TV app, but recently I’ve added friends and they all see my content on Chrome, and they’ve just told me about this issue. Once I tried I realised it also happened to me. ---
**Author:** ![tom80H](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/tom80h/32/19753_2.png) [@tom80H](https://forums.plex.tv/u/tom80H)\ **Post date:** [May 18, 2020, 1:03pm UTC](https://forums.plex.tv/t/issue-when-using-web-player/591944/9 "2020-05-18T13:03:27Z")
What SE56 proposes is not to re-encode the content… it’s just re-packaging the file (re-muxing) into an mkv container with proper sequence of headers, tags etc. that might help the player to play the video after all. ---
**Author:** ![SE56](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/se56/32/222425_2.png) [@SE56](https://forums.plex.tv/u/SE56)\ **Post date:** [May 18, 2020, 1:04pm UTC](https://forums.plex.tv/t/issue-when-using-web-player/591944/10 "2020-05-18T13:04:41Z")
Toolnix does not re encode. The input **format** can be a multitude of containers like AVI, MP4, **MKV** , MPEG, TS, DIVX and several more. The quality of the **files** will remain the same, because **mkvtoolnix** only remuxes the **files** , it doesn’t re-encode them. ---
**Author:** ![davidvpe](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/davidvpe/32/175788_2.png) [@davidvpe](https://forums.plex.tv/u/davidvpe)\ **Post date:** [May 18, 2020, 1:06pm UTC](https://forums.plex.tv/t/issue-when-using-web-player/591944/11 "2020-05-18T13:06:16Z")
The files are already inside a MKV container ---
**Author:** ![SE56](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/se56/32/222425_2.png) [@SE56](https://forums.plex.tv/u/SE56)\ **Post date:** [May 18, 2020, 1:13pm UTC](https://forums.plex.tv/t/issue-when-using-web-player/591944/12 "2020-05-18T13:13:52Z")
Ok then, this is an example of a file run through toolnix using Web player. I can’t see any problem. ![Screen Shot 2020-05-18 at 11.10.45 pm](https://global.discourse-cdn.com/plex/original/3X/e/f/ef9c2c557ced9a3e310e967d876d801d169a7ff8.png) ![Screen Shot 2020-05-18 at 11.12.07 pm](https://global.discourse-cdn.com/plex/original/3X/e/4/e4e88d5865129c603970c1e7ba65f72542beb1b4.jpeg) Web player 4.33.1 Chrome ---
**Author:** ![davidvpe](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/davidvpe/32/175788_2.png) [@davidvpe](https://forums.plex.tv/u/davidvpe)\ **Post date:** [May 18, 2020, 1:22pm UTC](https://forums.plex.tv/t/issue-when-using-web-player/591944/13 "2020-05-18T13:22:20Z")
This my file’s info. ![Screenshot 2020-05-18 at 15.20.05](https://global.discourse-cdn.com/plex/original/3X/e/b/eb514cf1ac97ffad61dba02abe8eeb7f2c55210e.png) ---
**Author:** ![SE56](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/se56/32/222425_2.png) [@SE56](https://forums.plex.tv/u/SE56)\ **Post date:** [May 18, 2020, 1:24pm UTC](https://forums.plex.tv/t/issue-when-using-web-player/591944/14 "2020-05-18T13:24:26Z")
As I said, I know what is the problem and file details, the only way to fix it is do what I said. I will send you a message. ---
**Author:** ![pl\_5309](https://avatars.discourse-cdn.com/v4/letter/p/2bfe46/32.png) [@pl\_5309](https://forums.plex.tv/u/pl_5309)\ **Post date:** [May 18, 2020, 2:41pm UTC](https://forums.plex.tv/t/issue-when-using-web-player/591944/15 "2020-05-18T14:41:24Z")
Is this after you removed the iHD driver? ---
**Author:** ![FordGuy61](https://avatars.discourse-cdn.com/v4/letter/f/22d042/32.png) [@FordGuy61](https://forums.plex.tv/u/FordGuy61)\ **Post date:** [May 18, 2020, 6:26pm UTC](https://forums.plex.tv/t/issue-when-using-web-player/591944/16 "2020-05-18T18:26:06Z")
> [@davidvpe](#): > > The files are already inside a MKV container It is possible for the MKV container to be damaged and the contents are still OK. Remuxing the file puts the unaltered contents into a new MKV container. If the problem is a damaged MKV container, remuxing will solve it. ---
**Author:** ![FordGuy61](https://avatars.discourse-cdn.com/v4/letter/f/22d042/32.png) [@FordGuy61](https://forums.plex.tv/u/FordGuy61)\ **Post date:** [May 18, 2020, 6:36pm UTC](https://forums.plex.tv/t/issue-when-using-web-player/591944/17 "2020-05-18T18:36:51Z")
> [@davidvpe](#): > > Server version is Version 1.18.5.2309 Consider upgrading to a current release. There is a transcoder problem that was fixed in [1.18.7.2415](https://forums.plex.tv/t/plex-media-server/30447/317). The problem affects Apollo Lake CPUs, which is the type in your NAS ([Celeron J3455](https://ark.intel.com/content/www/us/en/ark/products/95594/intel-celeron-processor-j3455-2m-cache-up-to-2-3-ghz.html)). > (Transcoder) Hardware decoding could produce corrupt video when burning subtitles on Apollo Lake-based processors. (#10753) As a test, disable hardware accelerated transcoding and see if the problem disappears. The video may buffer, as the CPU will have trouble keeping up, but it should be clear. The current public release is 1.19.3.2764. The current beta release is 1.19.3.2793. > [@Plex Media Server](https://forums.plex.tv/t/plex-media-server/30447/341): > > Plex Media Server 1.19.3.2793 is now available in the Beta update channel NEW: (Web) Updated to 4.30.2 FIXES: (DVR) Postprocessing scripts must now be located inside APPDATA/Scripts. Old scripts will continue to work (DVR) Server would sometimes fail to consume EPG data from certain XMLTV data files. (#11368) (First Run) Music libraries added during setup wizard could fail to be created (#11432) (Playlists) Adding an item to a playlist from a remote server didn’t work (#11305) (Security) R… ---
**Author:** ![system](https://global.discourse-cdn.com/plex/original/3X/2/a/2acb9765406f63293d357b4ec509ec39aa28f2ad.png) [@system](https://forums.plex.tv/u/system)\ **Post date:** [August 16, 2020, 6:36pm UTC](https://forums.plex.tv/t/issue-when-using-web-player/591944/18 "2020-08-16T18:36:59Z")
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