Seems since the client update on Fire TV devices, users are unable to stream HVEC.
2 different firesticks both set to direct stream.
Both return errors of “An Error Occured while trying to play this Video”.
Anyone else having this? I see similar issues with people on 4K HVEC.
Everyone has been having this issue. Downgrade to v6.12 of the Plex client. This issue has been around for over two years. I recommend switching to something like Jellyfin until the Plex team gets their act together.
They are aware of the issue but who knows how long it will take to fix. The easiest way to get it playing correctly again is to delete Plex and sideload the pervious working version which is this one: Plex for Android 7.27.1 Available on Google Play and the Amazon App Store. NOTE: We are performing a staged rollout, which means the update may take a day or two before it becomes available. FIXES: Restrict Facebook SDK for Login with Facebook only. DOWNLOAD APK (Plex Pass required): Google Play (armv7a) Google Play (arm64v8a) Google Play (x86) Google Play (x86_64) Amazon AppStore (armv7a) Amazon Fire OS Devices (armv7a)
Everything is working as before for me with 4k hevc media and regular hevc media. Grab the Amazon App Store version.
I’m on 7.23 over here and HEVC plays fine, so clearly this issue has not been around for “over two years”. And there’s no reason to recommend the same very old version on literally every post you make.
I was going to say the same thing.
I and other users have been playing 265 content fine on our firesticks over the past 8 months. and since the client update its broken.
On another note a temporary fix for now :-
Go to Settings > Advanced > Enable new Video Player -> Off.
This seems to fix the issue until they release a new update fixing the new player
Not exactly. HEVC is not the problem. It’s certain audio formats that are commonly used with HEVC files. In addition, it’s only on certain devices, such as the Fire Stick and some Android phones. You haven’t had any problems because a.) your device is not affected by the bug, or b.) you are not using files with that audio format.
The bug that’s fixed by disabling the new player doesn’t appear to be the same bug.
Regardless, the problem has been around for a little over two years, and downgrading to v6.12 is the only solution for those of us who are affected.
So you admit your reply was offtopic to begin with. Okay. 
It seemed pretty obvious it was not the same issue, as a number of people aren’t going to be stricken suddenly this week with an issue that has allegedly existed for “over two years”. If it was the same problem, the files wouldn’t have played fine before Valentines Day.
Please start a separate thread for your issue instead of posting on other people’s topics about your, by your own admission, different bug.
This latest update 1.18.7.2438 has several errors, or plex for android has the same error message when trying to play content
1.18.7.2438 is a server version. The issue isn’t the Plex Media Server, it’s the Plex client app. The Fire TV devices and Android are essentially the same client, that’s why you’re seeing similar issues on both.
“An Error Occurred while trying to play this Video” on new Plex clients with certain HEVC files using a Firestick is the issue, and the fact that disabling the new player fixes it for some people doesn’t mean it is not related to the overarching issue many users are experiencing regardless of whether or not the new player is enabled.
A better use of your time would be to ask the Plex team why they haven’t gotten their act together to fix this two year-old bug and why, more contemporaneously, they’re forcing a buggy beta player onto users on the stable channel.
Because I am not not seeing any evidence of this bug you speak of? Or anything to back up that “many” users are experiencing it? Or that it has been going on for two years?
Why don’t you name some names here.
What audio formats? What resolutions?
I’ve got a two Fire Sticks 4K’s here and an Android phone. I’m game.
Check the numerous posts on the topic, not to mention my logs. Contact me via a private message and behave like an adult, and I’ll send you a file sample.
I’m only seeing two topics started by you.
Neither one calls out HVEC video as a stipulation.
Much of the rest of your activity is posting on other people’s topics with a cookie-cutter suggestion of downgrading to Android client version 6.12, with little consideration of when they started having their problem or if it really is related to your DTS issue.
Is HVEC video/DTS 5.1 audio the only things I need here to reproduce this?
No, DTS is not the main audio format that is the source of my problems. You can look at my logs.
Expecting folks to parse your logs instead of just posting a mediainfo or stating in plain English what the formats are is a good way to get people to ignore your issue. Your logs contain all the startup logging of the client, connecting to the server, and loading interface elements, etc. Stuff I frankly don’t care about to answer a simple question. Alright, fellow from East Missouri possibly named Matt?
From your logs you seem to be watching the series premier of Westworld in HEVC at 1080p with 6-channel (5.1) high-efficiency AAC audio. There are PGS subs in the file, but it’s not clear if you are using them or not. It looks like this is a plain Fire Stick as I see the client complaining it does not support the subtitle format. Am I getting anything wrong here?
One thing that sticks out so far is it looked like the client tried to direct play in at least one of your tests and I bet the Plex client does not really support HE AAC. It says it doesn’t in the logs and I know LC AAC 5.1 playback was fixed.
Frankly, I’m tired of discussing the issue and have about given up on Plex. I’ve discussed the issue in plain English, and a lot of my conversations have been over private messages. I am also far from the only person having the exact same issue. You’re also one of a very small number of people who have even acknowledged anyone posting about this large scale issue, so I haven’t had the need to explain it in detail.
The subtitles are not enabled. I doubt the Plex client supports HE AAC, but it will not transcode. It will just fail instead. On the v6.12 client, the file transcodes and plays properly.
It should be noted that the audio has a 48kHz sampling rate, but when using versions of the Plex client newer than v6.12, the sampling rate is incorrectly reported as 192kHz according to the logs.
I have found that only my Gen2 firesticks wont play x265, the 4k sticks are fine.
I have being struggling with this for the past 5 days or so, and just today I was able to fix it.
Under Account settings/advanced/H264 maximum level, it has to be disabled, mine was 1 by default.
Hope this helps.
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