LG Webos (nor Tizen Samsung TV) not loading Subtitles , but iOS plex and Webplayer do OK

Plex Media Server
1

Server Version#: 1.19.1.2645 just updated to 1.19.1.2701(latest)
Player Version#: webs player 4.29.3 (latest)

This days with the pandemic situation and my brand new TV, tried to fix all the little quirks and make everything shiny and wonderfull on my setting… But seems things got worst instead of better.

My first problem was that with the new 4K TV (LG 2018 SM8500), tried to watch new 4K content and loading SRT files resulted on sometimes working, but many times not.

Cheked a lot of posts, made some changes on my server side settings trying to improve things up, and even made a couple of PLEX DANCE movements, but no luck (and now i don’t remember all the changes!) Now the problem is even with HVEC or H264 content. Subtitles are loaded in same folder as the movie/TV SHOW, with the same name but language code at the end. Example:

Homeland.S08E11.PROPER.720p.WEB.H264-GHOSTS
Homeland.S08E11.PROPER.720p.WEB.H264-GHOSTS.es.srt
Homeland.S08E11.PROPER.720p.WEB.H264-GHOSTS.en.srt

My server is an 2017 iMac, with enough power (at least never had problems with 1080P content)
Plex library lives on a Time capsule folder, all connected via ethenet and Gigabit connections (shamefully TV gets only 100 Mbps network card, but same problem on ethernet or on Wifi AC 5G.)

Videos work, but also without subtitles with the PHOTOS AND VIDEO webs native app, searching the PLEX SERVING MATERIAL, but not so practical as PLEX app should be.

Any help would be welcome, please tell me if need me to post any logs and how to do it,
been using plex lots of years and never had problems with SRT subs until now. Don’t know what setting on server side, or app side i guess, i should correct…

Also if it is the only choice, would be ready to search for files with better formatting (container, video, audio, sub formats) or if extremely necesary, would try to encode things so they work flawlessly as has been until now.

Any help welcome. Thanks in advance!

2

What is working / not working? Can you choose a subtitle track? If chosen, does the video play w/o subtitles, does the video not play, etc?

With the Plex LG app:

  • Enabling image based subtitles, PGS & VOBSUB, results in video transcoding.
  • If the audio is transcoding, enabling SRT subtitles results in video transcoding.
  • If the audio is not transcoding, SRT subtitles direct play.

So, with your LG TV, you need to avoid TrueHD audio if you enable subtitles. TrueHD will transcode, so TrueHD + subtitles results in a video transcode. Blu-ray movies with TrueHD audio also include a Dolby Digital (AC3) audio track. So, choose the AC3 track if possible.

Your LG should direct play dts & dts-HD MA audio. Both are listed as supported codecs on LG’s web site.

Regarding Samsung Tizen, the same rules apply. However, Samsung TVs no longer support dts audio, so selecting a dts audio track will result in an audio transcode.

3

I can choose the subtitle track on the webs app, but the movie plays without subtitles, i choose them, or change language, but they don’t ever appear. On samsung its already solved.

about the audio part, I normally have files with one audio track, so should check on that and make some tests with the AC3 part.

will post tomorrow

4

here goes my LOGS. tried yesterday with The.Call.of.the.Wild.2020.1080p.WEBRip.DD5.1.x264-CM.mkv. also upload the XML file in case it gives more info.

the file is not the most high quality, just 1080P H264, but even thought no subtitles loading.

Subs are in the same folder, with same file name, and the international code:
The.Call.of.the.Wild.2020.1080p.WEBRip.DD5.1.x264-CM.es.srt
The.Call.of.the.Wild.2020.1080p.WEBRip.DD5.1.x264-CM.en.srt

my subtitle preferences on the server side are as follows:

image
image776×558 117 KB

samsung now works OK, but still WEBOS TV keeps not loading them, even if i choose them, or if i try to find new subtitles, nothing working.

First time i upload a LOG file, so hope it has the info you need to solve this.

thanks again.137697.xml.zip (11.9 KB) Plex Media Server Logs_2020-04-25_11-19-12.zip (9.4 MB)

5

Thanks for the info.

The log files only have info playing Call of the Wild via Safari ([Now] Device is Safari). There are no entries playing from an LG TV. It looks like your system is busy importing music. That causes the log files to wrap, aging out any info from playing movies (Plex Media Server.log … Plex Media Server.5.log).

The XML file does show the external subtitles. Note that one subtitle file does not have a language code. This is not necessarily a big problem. However, it will show up as “Desconocido” or “Unknown.”

Given the limited visibility, I’ve two suggestions:

  1. Rename the files according to Plex recommendations. The extraneous information in file names can make it difficult for Plex to correctly match things (Reference). You can put the info in square brackets if you need to keep it. Details below.
  2. Add a language code to the subtitle file.

When you rename / reorganize things, you should also perform the Plex Dance with the movie. This removes any bad information from Plex’s database. It also keeps Plex from continuously trying to rescan files while you are renaming things.

Write back with progress, issues, etc.

File Naming & Structure

Instead of:

/The.Call.of.the.Wild.2020.1080p.WEBRip.DD5.1.x264-CM/The.Call.of.the.Wild.2020.1080p.WEBRip.DD5.1.x264-CM.mkv
/The.Call.of.the.Wild.2020.1080p.WEBRip.DD5.1.x264-CM/The.Call.of.the.Wild.2020.1080p.WEBRip.DD5.1.x264-CM.en.srt
/The.Call.of.the.Wild.2020.1080p.WEBRip.DD5.1.x264-CM/The.Call.of.the.Wild.2020.1080p.WEBRip.DD5.1.x264-CM.es.srt
/The.Call.of.the.Wild.2020.1080p.WEBRip.DD5.1.x264-CM/The.Call.of.the.Wild.2020.1080p.WEBRip.DD5.1.x264-CM.srt

Use

/The Call of the Wild (2020)/The Call of the Wild (2020).mkv
/The Call of the Wild (2020)/The Call of the Wild (2020).en.srt
/The Call of the Wild (2020)/The Call of the Wild (2020).es.srt
/The Call of the Wild (2020)/The Call of the Wild (2020).srt <--- add missing language code

or

/The Call of the Wild (2020)/The Call of the Wild (2020) [1080p.WEBRip.DD5.1.x264-CM].mkv
/The Call of the Wild (2020)/The Call of the Wild (2020) [1080p.WEBRip.DD5.1.x264-CM].en.srt
etc.

Note subtitle file name must match movie file names exactly, except for language code & extension. If you do use the square brackets in the movie name, you must also use them in the subtitle file names.

6

same problem happening, another PLEX DANCE, another settings change in the server, but nothing working. again my LG PLEX APP not showing any subtitles.

Have noticed that many movies where in DTS audio format, so trying to convert the audio part to anything more compatible.

meantime my focus keeps with 1080p video, x240 and DD5.1 The Call of the Wild (2020)

  • i renamed it as your suggestion, but nothing happens, with the default subtitle, or with any new subtitle i search on OPENSUBTITLES.

please any suggestion about the server settings would be appreciated.

image
image945×529 187 KB

also when getting info from the file, i notice this:

Is Direct Play : True
Can Direct Stream Audio: False
Can Direct Stream Video: False

In older versions I guess we could choose the direct play/direct stream or transcode option, but now i don’t see any of this on PMS settings. So no idea what does it mean. I always guessed that the most restrictive situation was DIRECT PLAY , if it couldn’t PMS defaulted to DIRECT STREAM and if both were nor posible, then it would decide to TRANSCODE.

hope you can have a look to the LOGS again. thanks in advance.

7

@FordGuy61 Maybe it has something to do with my library living outside my computer main drive?

Regultarly i have been using my Time Capsule Drive DATA as the HOME of my PLEX FOLDER, but in this days been testing also an USB en closure, with same no luck.

The strangest thing is that before some weeks it all worked fine, when i used an Apple TV 4, but now with my LG WEBOS tv cannot .

Please hope you can give me some guidance…
thanks

8

well, seems even if tried to change settings here and there, nothing finished working well, so i took the route of reinstalling PMS, as also took time to re organize the whole library setup internal and external, and BOOM! all is working nicely again.

thanks in advance. and this post can be considered closed.

9

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