Server Version#: 1.29.2.6364
Player Version#:9.11.1.36576
Playing on Philips Android TV - since latest update, videos that are in letterbox format do not display correctly until I go into settings and move the display format off letterbox and then back on to it. This seems to be the case for most TV shows - which is what I mainly watch.
I am having this issue with the LG TV app as well, and I don’t have any settings about changing display format within the Plex app. The TV itself has some aspect ratio settings, but none of them fix it. This is really annoying. All my widescreen shows and movies are now displaying full screen, which stretches the image vertically.
I have also tested with my Apple TV 4K and the Plex app there displays the videos correctly, so it’s definitely the LG TV app that is the issue and not my TV settings.
Plex for LG 4.29.9
webOS 2.2.0
(My TV is an old 3D TV and isn’t technically supported by Plex, but the app still gets updates obviously)
Soooo, how does this work? Are there Plex developers here? You don’t offer any actual support for this product I pay for, and told me to come to this forum, so I did. And now this post sits unanswered since Nov 27! This is a MAJOR ISSUE and should be addressed ASAP.
I was calm at first, but now I’m getting mad. Where is my support???
HELLLLLOOOOOOOOO!?!?!?!?!?
What is going on here? Where is customer support? Why is this still an issue? This is a MAJOR ISSUE AND SHOULD BE FIXED ASAP.
Now I’m getting mad…
This is an absolutely disgusting lack of care and respect for your customer. How is this what you call “Customer Support”? How can I ACTUALLY talk to customer support? Can you even let us know that you are aware of the issue, or do you just not even care?\
I will no longer be recommending your product to my friends if this is the way you treat issues. You can’t even offer email support!? Just send us to a forum where you never even respond. Awesome.
All I want for Christmas is my letterbox back.
Pleeeeeaaaaaaaase fix this! Is anyone out there even listening? Where is the support staff???
So apparently I’m not alone at being absolutely shocked, disappointed, and mad that Plex completely ignores customer support.
This is an inexcusable way to run a tech company.
I’m not sure what updates you are referring to but 4.29.9 almost 3 years old.
The app doesn’t not as far as I know have any options to change the aspect ratio. Forcing a transcode on server before it gets to TV by setting a lower quality or enabling subtitles may make it keep aspect ratio. but not something I have ever tried.
First, thank you for actually replying!
If the app isn’t being updated, then why do I have a new bug that only appeared in the past month or so? I thought being an old app would actually make me safe from any breakage in the future, since it wouldn’t be updated, But that is obviously not the case.
I can’t use transcoding, because then I lose HDR. The Plex app is one of my only options for playing HDR on my TV, since it isn’t supported via HDMI inputs. So this bug has completely broken my ability to watch a lot of my HDR content.
New issues can be caused by old apps not being able to handle newer changes from current server
You can enable tonemapping 8n server transcoder setting.
Okay, so the bug is in the server then. All I know is, it’s a new issue and it shouldn’t be happening. Why is the server sending a full screen image to my app, when that is not at all how the file is formatted?
I was just speaking of issues in general. If it was direct play the server isn’t doing anything to it.
I am using direct play, so if it’s not the server, and my app hasn’t been updated in 3 years, how did this new issue randomly appear, and not just for me but for the original poster as well?
The original poster is using Android, not LG which has a completely different player system and the two issues are likely caused by completely different things. The Android app does have an aspect ratio setting which was likely just set incorrectly
I have to assume their issue is the same as mine… the server is sending all videos full screen now. It can’t just be a coincidence that we both lost letter boxing around the same time. They are just fortunate enough to have a newer app with settings to adjust the aspect ratio. I suspect this issue is likely due to that exact feature. Instead of sending the video in the proper aspect ratio, you now send it full screen and let that aspect ratio setting “correct” it.
Nothing on my end changed, so this is definitely an issue on your end, somewhere, and the age of my app has nothing to do with it, obviously, since it hasn’t been updated in 3 years. It is something the server is doing wrong.
Again the android app has nothing to do with the LG app. the Android app has had that setting long before the LG app ever existed.
They are completely different. It would be like saying a Diesel engine and an electric engine are the same.
So what is your point then? Are you just trying to deny the issue exists?
I understand that my app is old, but something changed OUTSIDE OF THE APP, and thus it can be changed back. Do you even care to figure out where/why this changed? I work in software QA, so maybe this is more important to me (outside of the fact that it also affects me)…
And also, if they have had that setting since before the LG app even existed, then why are they just now having an issue with it defaulting to full screen even when letterbox is selected? There is obviously an issue somewhere and I feel like you are just trying to ignore it, instead of figure out where the issue is.
Just because you type something in caps doesn’t make it true.
If that app broke do to changes we made to server those server changes most likely won’t be reverted due to an old unsupported app/device. You’ve already confirmed our current apps on Apple TV 4K and the Plex desktop app do play them correctly.
You can choose to see if transcoding would make the aspect ratio correct. Even if you don’t keep it that way. You can choose to enable HDR to SDR tonemapping in the server transcoder settings if that is the main reason you are not using transcoding
Okay, so basically just screw me and the money I paid for the service. Got it. At least I tried to help you with a BUG (yes, all caps does make it true), but you just want to call it a feature because it doesn’t affect others. Whatever you changed on the server end shouldn’t have caused it to send a full screen image, regardless of the age of my app.
Why would I want to enable SDR transcoding when the entire reason I want this fixed is so that I can properly watch my HDR content?
