LG CX Dolby Vision - Unsupported Color Space or No conversion audio and video encoders could b found

Plex Players Smart TVs
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1

Server Version#:
Plex Media Server v1.31.3.6868-28fc46b27 - Synology DS920+ x86_64 - build: linux-x86_64 synology-dsm7
Linux version: DSM 7.1.1.42962-4, language: en-US
Processor: 4-core Intel(R) Celeron(R) J4125 CPU @ 2.00GHz

Player Version#:
LG OLED77CXAUA - WebOS 04.40.76
Plex for LG: Client v: 5.57.2, Platform v: 5.4.2

I have an LG OLED77CXAUA that won’t play Dolby Vision files anymore. On the other hand I have two LG OLED65CXAUA and one LG OLED48CXAUA with the exact same webos build and plex app versions, that can play them just fine.

On the non-working TV, I’ve deleted the app, pulled the power on the TV, let it sit for 2 minutes, plugged it back in, reinstalled the app, linked it to my account again, and still doesn’t work.

I also tried turning off direct streaming to see what would happen.

The initial error when playing these files is: No conversion audio and video encoders could be found in app profile.

After disabling direct streaming, I get an error that the color space isn’t supported. Tad perplexed as to why it is trying to transcode these files on this TV when they should direct play.

Plex Media Server.log (349.7 KB)

2

You’re trying to transcode something with Dolby VIsion Profile 5.
Profile 5 is a streaming-only encoding. There is no way to transcode it.

Apr 01, 2023 09:08:27.385 [0x7f26a75a5b38] INFO - [Req#355] [Plex for LG] [ekalp:4801te4w44wmxxt3e8cuwd6x]   videoStream: {
  "id": 810986,
  "streamType": 1,
  "default": true,
  "codec": "hevc",
  "index": 1,
  "bitrate": 24339,
  "DOVIBLCompatID": 0,
  "DOVIBLPresent": true,
  "DOVIELPresent": false,
  "DOVILevel": 6,
  "DOVIPresent": true,
  "DOVIProfile": 5,
  "DOVIRPUPresent": true,
  "DOVIVersion": "1.0",
  "bitDepth": 10,
  "chromaLocation": "left",
  "chromaSubsampling": "4:2:0",
  "codecID": "dvhe",
  "codedHeight": 2072,
  "codedWidth": 3840,
  "colorRange": "tv",
  "frameRate": 23.976,
  "height": 2072,
  "level": 150,
  "profile": "main 10",
  "refFrames": 1,
  "streamIdentifier": "1",
  "width": 3840,
  "displayTitle": "4K DoVi (HEVC Main 10)",
  "extendedDisplayTitle": "4K DoVi (HEVC Main 10)"
}
Apr 01, 2023 09:08:27.385 [0x7f26a75a5b38] INFO - [Req#355] [Plex for LG] [ekalp:4801te4w44wmxxt3e8cuwd6x]   audioStream: {
  "id": 810985,
  "streamType": 2,
  "selected": true,
  "default": true,
  "codec": "eac3",
  "index": 0,
  "channels": 6,
  "bitrate": 768,
  "language": "English",
  "languageTag": "en",
  "languageCode": "eng",
  "audioChannelLayout": "5.1(side)",
  "samplingRate": 48000,
  "streamIdentifier": "2",
  "displayTitle": "English (EAC3 5.1)",
  "extendedDisplayTitle": "English (EAC3 5.1)"
}
3

I’m not asking it to transcode. I simply clicked play in the app right after reinstalling it. Why is Plex determining it should be transcoded on this LG CX TV but not on the other LG CX TVs I have?

As a test I turned off direct streaming and it gave the color space error.

4

Check the firmware and check app settings.

I just got both firmware update and an app update and had to set them again.
(getting annoyed with LG, personally)

5

  1. Is the audio transcoding?
    If so, disabling direct streaming forces a video transcode. As @ChuckPa mentions, Plex cannot transcode Dolby Vision, so you see the “color space not supported” message.

  2. Do not use subtitles.
    With the Plex LG app, if the stream is direct streaming, such as when audio is transcoding, enabling subtitles results in a video transcode. Since Plex cannot transcode DV video, you’ll an error message.

  3. What is the container - mkv/mp4/ts?
    I have not completely figured this one out, but the container matters. When I play a Dolby Vision profile 7 MKV on my B7 OLED, Plex always plays the HDR10 compatibility layer, not the DV video. The Plex LG app may need to have DV video in a MP4 or TS container.

6

Double checked the firmware and app version. Uninstalled, reinstalled, disabled settings in the LG Plex app, backed all the way out, enabled them again to allow direct play/direct stream, backed all the way out again.

Sadly the same issue.

These are MP4 containers, no subs enabled, not trying to transcode.

This doesn’t happen on the three other LG CX TVs with the same app and webos versions. The logs do show that a profile doesn’t exist for those TVs but direct play works fine.

7

I turned on DLNA in Plex, restarted the server and pulled up both videos and they play just fine with Dolby Vision and DD+ on this LG CX 77”. Still can’t play them via the Plex app.

This is really weird.

8

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