LG WebOS client will not play some MP4 videos

Plex Players Smart TVs
1

Server Version#: 1.18.2.2041
Player Version#: 4.13.1
LG WebOS client will not play some MP4 videos. PMS is running on MacOS Catalina. I have some MP4 videos that will not play on the LG client, it will loa dup the movie page with all the details, if I click the play icon, it will give the busy spinning icon but the move never players. This only affects some MP4, other MP4 as well as MKV videos play fine. The impacted videos also play fine on a Samsung TV as well as Amazon Fire TV and iOS clients.
Is there any reason why these files are not playing or being transcoded to a suitable format? From what I can see, the content between the MP4 and MKVs are using similar codecs etc.

2

I would suggest to firstly add the xml file to the discussion of one of problematic titles.

Have you checked LG client audio and video settings?

3

Thanks for the input.
I have uploaded 4 sample XML files, 3 are failing and one which works for comparison.
Plex LG TV Failing XMLs.zip (25.0 KB)

4

I bit odd, the ones not playing are 1080p, yet the 720p plays. Check your quality on the Plex tv settings to original and have H.264 setting at 5.1

5

Where can I find those settings on the LG Plex app? I’m not seeing anything within the app.
On a side note, I suspect the ones not playing on the LG were movies that were remuxed using MP4Tools on the Mac to give native iOS support. Recreating one or two to test without MP4Tools has them working fine.

6

Fire up your LG app, top left you should see your Server and your avatar, click.

7

Thanks. Been in there and everything set up as normal. Not a problem though, been recreating problem files without MP4Tools and they are working fine.

8

I have the same issue with a mp4 movie (1080p), it’s playing on all device except Plex webos.

What can I do ?

9

Ok, I tend to use mkv mostly and if needed handbrake. I find mkv are very common now days and my LG has no issues direct playing.

10

Ok but how can we diag ? You need the xml of the file ?

11

Disabling direct play solve the issue but this is not expected :blush:

12

Do you have other mp4 that play okay?

13

Don’t know.
Sure an issue in plex media server to detect the mode on those files. I think all mp4 are failing.

14

Also the subtitles are not working. I have to demux to got the SRT file and it was working then :blush:

15

LG and some sub types are troublesome, google.

16

Hello,
Someone can look on this ? @anon18523487
Client is LG webos3.5
Exemple Anna.2019.MULTi.1080p.WEB.H264-AKLHD.mp4

  • Durée 1:59:13
  • Débit 5564 kbps
  • Width 1920
  • Height 802
  • Aspect Ratio 2.35
  • Video Resolution 1080p
  • Container MP4
  • Video Frame Rate 24p
  • Web Optimized Non
  • Has 64bit Offsets true
  • Video Profile high

Partie

  • Durée 1:59:13

  • FileAnna.2019.MULTi.1080p.WEB.H264-AKLHD.mp4

  • Size 4.64 GB

  • Container MP4

  • Has 64bit Offsets true

  • Has Thumbnail 1

  • Web Optimized Non

  • Video Profile high

  • Codec H264

  • Débit 4543 kbps

  • Langue English

  • Bit Depth 8

  • Chroma Location topleft

  • Chroma Subsampling 4:2:0

  • Color Primaries bt709

  • Color Range tv

  • Color Space bt709

  • Color Trc bt709

  • Frame Rate 23.976 fps

17

I need the logs. Having the media info helps, but it’s not definitive. You also didn’t include the audio info, which can also impact a file from playing.

In the LG app, turn on the option to send logging info to your server. On your server, make sure you have debug logging enabled and verbose turned off. Back on your TV, recreate the problem. On the server, get the logs and upload them here.

18

sent all logs to you.

about the streams:

<Stream id="18548" streamType="1" default="1" codec="h264" index="4" bitrate="4543" language="English" languageCode="eng" bitDepth="8" chromaLocation="topleft" chromaSubsampling="4:2:0" colorPrimaries="bt709" colorRange="tv" colorSpace="bt709" colorTrc="bt709" frameRate="23.976" hasScalingMatrix="0" height="802" level="40" profile="high" refFrames="5" requiredBandwidths="8158,7223,5980,5431,5238,5053,4715,4715" streamIdentifier="5" width="1920" displayTitle="1080p (H.264)"/>
<Stream id="18544" streamType="2" default="1" codec="aac" index="0" channels="2" bitrate="126" language="English" languageCode="eng" audioChannelLayout="stereo" profile="lc" requiredBandwidths="127,127,127,127,127,127,127,127" samplingRate="48000" streamIdentifier="1" displayTitle="English (AAC Stereo)"/>
<Stream id="18545" streamType="2" codec="ac3" index="1" channels="6" bitrate="384" language="English" languageCode="eng" audioChannelLayout="5.1(side)" requiredBandwidths="384,384,384,384,384,384,384,384" samplingRate="48000" streamIdentifier="2" displayTitle="English (AC3 5.1)"/>
<Stream id="18546" streamType="2" selected="1" codec="aac" index="2" channels="2" bitrate="126" language="Français" languageCode="fre" audioChannelLayout="stereo" profile="lc" requiredBandwidths="127,127,127,127,127,127,127,127" samplingRate="48000" streamIdentifier="3" displayTitle="Français (AAC Stereo)"/>
<Stream id="18547" streamType="2" codec="ac3" index="3" channels="6" bitrate="384" language="Français" languageCode="fre" audioChannelLayout="5.1(side)" requiredBandwidths="384,384,384,384,384,384,384,384" samplingRate="48000" streamIdentifier="4" displayTitle="Français (AC3 5.1)"/>
<Stream id="18549" streamType="3" default="1" codec="mov_text" index="5" bitrate="0" language="English" languageCode="eng" requiredBandwidths="1,1,1,1,1,1,1,1" streamIdentifier="6" displayTitle="English (MOV_TEXT)"/>
<Stream id="18550" streamType="3" codec="mov_text" index="6" bitrate="0" language="Français" languageCode="fre" requiredBandwidths="1,1,1,1,1,1,1,1" streamIdentifier="7" displayTitle="Français (MOV_TEXT)"/>
<Stream id="19159" key="/library/streams/19159" streamType="3" codec="srt" format="srt" displayTitle="Inconnu (SRT Externe)"/>
<Stream id="19160" key="/library/streams/19160" streamType="3" selected="1" codec="srt" format="srt" displayTitle="Inconnu (SRT Externe)"/>
19

Did you get the files ?

20

I have the exact same issue. I’ve noticed when I launch the non-playing files via plex on LG, the activity meter on plex shows a few seconds of high cpu (same amount as other files), but then drops to zero cpu usage. The attempt to play the file does not register to the activity log.

I’ve also noticed it only happens on certain 1080p files. Anything 480p or 720p plays fine. All files work fine on plex on shield and plex on apple tv on same home network.