Server Version#: 1.25.3.5409
Player Version#: Unknown
So sometime after Christmas, I’ve had some family report that they cannot get anything to play on their TV, but can play from an iPad. Initially, I assumed it was the Lets Encrypt cert issue, but they have assured me that they’ve made the ‘insecure > always’ switch. In my laymans eyes, I don’t see anything obvious in the logs.
I had them turn on logging to the Plex server and start a movie. This happened around 08:11 1/20 server time. And also (without client logging) around 17:05 on 1/19. Any ideas what’s going on here?
I’ve another user reporting unable to play anything. I had them turn on client logging last night. They attempted to play something at about 21:01 on 1/24 server time.
Please don’t take this the wrong way, but am I doing something wrong in my reporting here? I promise this isn’t an entitled demand for support, its just generally folks have been able to figure out what I’m doing wrong in a couple days or less.
Can you confirm those files are working on your end?
Your logs show a number of errors claiming there’s attempts to play files without audio/video track respectively. Also… on what specific clients are your relatives trying/failing to play those videos (I’m seeing a number of errors about an Xbox client)? Also #2: are they failing to access your server in this app or only having issues playing certain media?
Please enable Debug logging (in Settings > [Server Name] > General; don’t enable Verbose logging though!!) if you’re going for a new set of logs.
So yes, I’ve confirmed that I can play the file(s) in question without issue. I’ve attached debug logs. The error should have happened around 12:17 and the client was a Samsung tv.
They can access the server (and play some files) just fine.
edit: I’m sure you can find it, but it looks like the attempt happened at 12:14:41.
And just for fun, I tried transcoding this file from my own Samsung TV and it worked fine as well.
Seems there’s been a number of transcodes failing where your server was running out of memory(?). That seemed to happen when you had 6 users trying to stream from your server.
If there’s not enough CPU/GPU power or network bandwidth, your server will usually try to balance the available capacity for the different streams. It could be this was simply too much?
Anyone else got any ideas? I can’t see how this could be resources. It’s seemingly an issue with specific files for specific users. Those same users can play other files just fine. And I can play all the files just fine.
If it helps, I have multiple family members across the country having this issue.
Do you experience the same if you create a copy of this file and drop a lot of the embedded subtitles? IIRC there’s been some other users reporting hiccups w/ remote streaming if files had a huge amount of tracks – in your case The Expanse s04e06 seems to have lots of them.
From all I could find out there’s a restriction from Samsung. Their limit seems to be approx. 30 tracks. There’s little Plex can do about this restriction… not sure if only showing the 1st 30 tracks will be an actual solution (at least not if your subtitle/audio track is at position 31)
Can you be a bit more specific?
“it isn’t working” leaves a lot of room for interpretation and guessing – that’s not a good starting point to dig into logs; especially if there’s 5-6 parallel streams going on
Is it failing to play entirely?
Is the playback starting but e.g. stuttering/buffering/not displaying things right?
Based on your logs, the server decides it needs to transcode the stream due to some quality limitation (I suppose that’s based on the client remote video stream quality being set to approx. 4 Mbps). The transcode is successfully initiated but it appears the playback on the client never starts (at least there’s no progress updates.
