Keeps crashing when trying to transcode

Plex Media Server Desktops & Laptops
1

Server Version#: 4.12.3
Player Version#: any player

Since a few weeks my Plex instance keeps crashing as soon as a remote user tries to watch something, phone, Android TV, doesn’t matter, locally it works fine.

I enabled verbose logging and these are the last entries:
Jan 09, 2020 22:02:08.116 [8980] DEBUG - Streaming Resource: Calculated bandwidth of 6272kbps exceeds bandwidth limit. Changing decision parameters provided by client to fit bandwidth limit of 720kbps
Jan 09, 2020 22:02:08.116 [8980] DEBUG - Streaming Resource: Determining preferred transcode encoders through transcode only decision.
Jan 09, 2020 22:02:08.116 [8980] DEBUG - Codecs: testing h264_qsv (encoder)
Jan 09, 2020 22:02:08.116 [8980] DEBUG - Codecs: hardware transcoding: testing API qsv
Jan 09, 2020 22:02:08.146 [8980] VERBOSE - [FFMPEG] - Using D3D9Ex device.
Jan 09, 2020 22:02:08.176 [8980] VERBOSE - [FFMPEG] - Initialize MFX session: API version is 1.15, implementation version is 1.30
Jan 09, 2020 22:02:08.201 [8980] VERBOSE - [FFMPEG] - MFX compile/runtime API: 1.15/1.30
Jan 09, 2020 22:02:08.281 [2528] DEBUG - Job running: C:\Program Files (x86)\Plex\Plex Media Server\CrashUploader.exe “–directory=D:\Plex\Plex Media Server\Crash Reports\1.18.4.2171-ac2afe5f8” --version=1.18.4.2171-ac2afe5f8 --platform=Windows “–platformVersion=10.0 (Build 18363)” --serverUuid=c6a8ab5f50574bde3be5dea12f4e9f0922cc7049 --userId=rogier@XXXX --sentryUrl=https://sentry.io/api/1233455/minidump --sentryKey=xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx --vendor=Microsoft --model=x64 --device=PC
Jan 09, 2020 22:02:08.286 [2528] DEBUG - Jobs: Starting child process with pid 6636

I’m not sure what I should do with the mini dump or where it gets uploaded to, where should I look to figure this out?

1 Like
2

Anyone can assist with this? Or pointers who I should contact?

3

720kbps is less than 1 KB/s. This seems strange to me. Can yo describe the physical path between your server and say the Android TV?

4

This test was on my phone with wifi disabled, so through LTE. When doing a speedtest it comes up to 50Mbit on the phone. Also browsing plex is plenty fast.

5

Current Windows Server version is 1.18.4.2171. Can you please clarify?

Seems there may be a current Windows PMS transcoding issue. Try turning off hardware encoding. More info this post.

6

Sorry yes I have version 1.18.4.2171, I referenced the web interface version.

I’ll try to look into that yes, it seems that Plex has so may transcoding issues, you would think they would prioritize them as it’s their main feature.

7

It has been a few more weeks now with no progress, now in these times I would like to transcode.

Here are the latest logs and crash logs:

Logs.zip (61.8 KB) 1.18.8.2527-740d4c206.zip (41.5 KB)

8

Turn off Verbose logging, leave Debug on.

9

I did that now, same results, see logs:
Logs.zip (21.2 KB) 1.18.9.2571-e106a8a91.zip (33.9 KB)

10

Thanks for the logs and dmp file

The crash is within the intel hardware graphics adapter dll igdumdim32.dll

STACK_TEXT:  
0a91c160 68004b6d 00000000 0a91c2ec 0a91c234 0x5adc5d00
0a91c178 68002a73 053c5b40 0a91c2e8 0a91c2ec igdumdim32+0xa4b6d
0a91c1a0 67fd24a1 053c5b40 0a91c2e8 0a91c368 igdumdim32+0xa2a73
0a91c24c 67fd50e9 053c5b40 0a91c2dc 0a91c32c igdumdim32+0x724a1
0a91c330 61c762e9 053c5b40 0a91c39c 0a2ed580 igdumdim32+0x750e9
0a91c348 61b7e559 066b2040 0a91c39c 00000001 d3d9!CBatchFilterI::LHBatchCreateResource2+0x29
0a91c86c 61b7e104 00000000 00000000 61b7e0e0 d3d9!CreateSurfaceLH+0x409
0a91c8d8 61b7e09f 0a91c938 fffc7e05 04400000 d3d9!DdCreateSurfaceLH+0x24
0a91c91c 61b7dc52 0a91c938 00000000 054c6800 d3d9!DdCreateSurfaceFilter+0x3f
0a91ca48 61b7d95f 00000330 00000000 3231564e d3d9!CSurface::CreateOffscreenPlainSurface+0x271
0a91ca90 68a656c5 054c6800 00000780 00000330 d3d9!CDxva2Container::CreateSurface+0xdf
0a91cad0 68a6534f 00000780 00000330 00000000 dxva2!CVideoAccelerationService::CreateSurfaceInternal+0x43
0a91cb04 73e674b7 03d5d5ec 00000780 00000330 dxva2!CVideoAccelerationService::CreateSurface+0x3f
0a91cb30 00000000 03d64180 73ebbcc0 03d64000 avutil_56+0x674b7

These crashes are suspected to be intel driver issues.

My previous investigations into the issues around hardware transcoding crashes led to this consolidated summary

Your crashes are the crashes covered by the first bullet in my list of 3 causes

11

Interesting, thanks for having a look at that!

I double checked my Intel 610 version, it’s 26.20.100.7262. Issue is just that Gigabyte doesn’t have a newer version than this and you can’t update them with generic Intel drivers.

12

This appears to be the latest Intel® Graphics – Windows* DCH Drivers

May be you can find an older version - if the crashes started with a specific version of the driver

13

Yeah I found those drivers, but when I try to install those it says

“The driver being installed is not validated for this computer. Please obtain the appropriate driver from the computer manufacturer.”.

I contacted Gigabyte but they don’t have a timeline of an updated version yet :frowning:

So I managed to update the driver by hand using these instructions: https://www.intel.com/content/www/us/en/support/articles/000005629/graphics-drivers.html

So now I’m running 26.20.100.7985 and that seems to have fixed it! :smiley: Thanks for having a look at the issue @sa2000

14

You can manually install the driver if you download the zip version, extract to disk and update the driver.

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