MKV plays everywhere except for web client

General Discussions
1

Hello!

So I downloaded the first two episodes of the new Twilight Zone series and the episodes refuse to play on the web client, I keep getting “There was an unexpected error during playback”. When trying to browse the show or the season I get “There was an unexpected error” and it won’t display it. Everything (playback, browsing, etc.) works as usual on the Android app, the Windows Store app, the Plex Media Server application, it even works in the chrome web client on my android phone. But as soon as I try to play or look at it on chrome, or edge, or firefox on my windows laptop, or my desktop, or my work laptop it refuses to play or even display. The files also play fine directly via vlc on my desktop.

Things I’ve tried:
-The Plex Dance aka removing the entire show (just two episodes right now), rescanning the library, optimizing, cleaning bundles, empty trash, exit PMS, empty plug-in cache, re-add files.
-Restarting the computer (all of them, laptops and server)
-Emptying Chrome’s cookies and cache
-Trying different browsers - failed on all - chrome, edge, firefox

I wasn’t sure how to provide logs for other apps but if you let me know how I will provide them. Any help would be great!

Thanks!

2

Is it just these two episodes that will not play, or any MKV file?

Are you using the hosted version of Plex Web, https://app.plex.tv/desktop? If not, what happens when you do use it?

FWIW, the episodes play fine for me using Chrome on Win10. The audio transcodes from EAC3 to AAC and the video direct streams.

3

Just those two episodes…everything else is totally fine. Yes I’m using the hosted version, I’m not sure even sure what the other options are :slight_smile: yes i cant even look at the show or season, much less play them on chrome for win10.

4

Update: I’ve been testing all morning and discovered that the second episode plays just fine. Then I found out that if I remove the first episode, everything works…I can see the show, the season, and play episode 2. Something about that first episode that Plex’s web client on windows just does not like. I looked at the two files side by side and they’re identical in terms of encoding and what not, and again that episode 1 plays perfect through vlc without any trouble. I guess I’m going to try redownloading the first episode and see if that does anything.

5

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