NVIDIA Shield Unable to Play Media

[Nowjon]

Server Version#: 1.20.1.3252
Player Version#: 8.6.0.20351

I recently got a NVIDIA Shield TV Pro and I’m having issues playing some media to it. When I try to play content I get errors for missing files. I looked and compared the error to the files and there are check-00000 files in the folder but the system shows it’s trying to play a media-00000.ts file. Any ideas on how to fix this?

I have the file set to play original quality
Here’s the media codec info from VLC:

Here’s the server logs:
Plex Media Server Logs_2020-09-12_13-59-52.zip (3.1 MB)

[ChuckPa]

In the player’s settings, do you have the enhanced player enabled?

Independently, I am concerned about what appears to be a network issue.

It sees the title to play, determined a foreign language audio (Japanese) and needed an English subtitle.

If the enhanced player is enabled, then what I see is correct as it tries to start streaming.

However, it gets no reply and times out

Sep 12, 2020 13:58:36.160 [0x150ba989c700] DEBUG - Auth: authenticated user 1 as Nowjon
Sep 12, 2020 13:58:36.160 [0x150b7dfef700] DEBUG - Request: [10.10.10.8:63197 (Subnet)] GET /player/proxy/poll?deviceClass=pc&protocolVersion=3&protocolCapabilities=timeline%2Cplayback%2Cnavigation%2Cmirror%2Cplayqueues&timeout=1 (9 live) TLS GZIP Signed-in Token (Nowjon)
Sep 12, 2020 13:58:36.160 [0x150b7dfef700] DEBUG - Content-Length is -1 (of total: -1).
Sep 12, 2020 13:58:42.096 [0x150ba989c700] DEBUG - Completed: [10.10.10.102:59888] 200 GET /player/proxy/poll?deviceClass=pc&protocolVersion=3&protocolCapabilities=timeline%2Cplayback%2Cnavigation%2Cmirror%2Cplayqueues&timeout=1 (9 live) TLS GZIP 20000ms 5 bytes (pipelined: 33)
Sep 12, 2020 13:58:42.172 [0x150ba9a9d700] DEBUG - Auth: authenticated user 1 as Nowjon
Sep 12, 2020 13:58:42.172 [0x150b7dfef700] DEBUG - Request: [10.10.10.102:59888 (Subnet)] GET /player/proxy/poll?deviceClass=pc&protocolVersion=3&protocolCapabilities=timeline%2Cplayback%2Cnavigation%2Cmirror%2Cplayqueues&timeout=1 (9 live) TLS GZIP Signed-in Token (Nowjon)
Sep 12, 2020 13:58:42.172 [0x150b7dfef700] DEBUG - Content-Length is -1 (of total: -1).
Sep 12, 2020 13:58:53.101 [0x150b7e9f4700] DEBUG - Shutting down idle session 48fa2bdc3c9921ef-com-plexapp-android (idle time is 180 seconds)
Sep 12, 2020 13:58:53.101 [0x150b7e9f4700] DEBUG - Killing job.
Sep 12, 2020 13:58:53.101 [0x150b7e9f4700] DEBUG - Signalling job ID 478 with 9
Sep 12, 2020 13:58:53.101 [0x150b7e9f4700] DEBUG - Job was already killed, not killing again.
Sep 12, 2020 13:58:53.101 [0x150b7e9f4700] DEBUG - Stopping transcode session 48fa2bdc3c9921ef-com-plexapp-android

[Nowjon]

Hey @ChuckPa, thanks for taking a look.

I went to my Nvidia Shield and found a setting called “Enable new video player” it was on but turned it to off and attempted to play the media again with “Conversion failed. The transcoder exited due to an error.”

[ChuckPa]

May I see the ZIP logs and the XML plex has (Hover over it -> Get Info -> View XML) ?
(I only need the media parts not the genre & artist info which follows)

[Nowjon]

ZIP logs?
Here’s the XML for the video I was trying to play:

Edit: Added as a image, was trying to add as a media thing on here with just the pasted XML.
Edit 2: Adding in a comment thing

<MediaContainer size="1" allowSync="1" identifier="com.plexapp.plugins.library" librarySectionID="7" librarySectionTitle="Anime" librarySectionUUID="ffc20611-1155-432c-83f2-7552de8e69a9" mediaTagPrefix="/system/bundle/media/flags/" mediaTagVersion="1598549025">

<Video ratingKey="52534" key="/library/metadata/52534" parentRatingKey="52524" grandparentRatingKey="52523" guid="com.plexapp.agents.thetvdb://371437/1/6?lang=en" parentGuid="com.plexapp.agents.thetvdb://371437/1?lang=en" grandparentGuid="com.plexapp.agents.thetvdb://371437?lang=en" type="episode" title="I Had Fun Over Summer Vacation..." grandparentKey="/library/metadata/52523" parentKey="/library/metadata/52524" librarySectionTitle="Anime" librarySectionID="7" librarySectionKey="/library/sections/7" grandparentTitle="My Next Life as a Villainess: All Routes Lead to Doom!" parentTitle="Season 1" contentRating="TV-14" summary="Catarina has successfully(?) avoided triggering her own doom thus far, and now she's enjoying a summer vacation spent doing all kinds of preparations to avoid any future destruction flags, from practicing throwing toy snakes to working the fields to climbing trees. Then Geordo arrives and invites her to visit the lake, hoping to spend some time alone with her..." index="6" parentIndex="1" year="2020" thumb="/library/metadata/52534/thumb/1596383879" art="/library/metadata/52523/art/1594681617" parentThumb="/library/metadata/52524/thumb/1594681617" grandparentThumb="/library/metadata/52523/thumb/1594681617" grandparentArt="/library/metadata/52523/art/1594681617" grandparentTheme="/library/metadata/52523/theme/1594681617" duration="1420109" originallyAvailableAt="2020-05-10" addedAt="1594674862" updatedAt="1596383879">

<Media id="86843" duration="1420109" bitrate="8121" width="1920" height="1080" aspectRatio="1.78" audioChannels="2" audioCodec="aac" videoCodec="h264" videoResolution="1080" container="mkv" videoFrameRate="24p" audioProfile="lc" videoProfile="high">

<Part accessible="1" exists="1" id="88238" key="/library/parts/88238/1594663624/file.mkv" duration="1420109" file="/media/Anime/My Next Life as a Villainess- All Routes Lead to Doom!/Season 1/My.Next.Life.as.a.Villainess-.All.Routes.Lead.to.Doom!.S01E06.I.Had.Fun.Over.Summer.Vacation.HDTV-1080p.mkv" size="1442292019" audioProfile="lc" container="mkv" deepAnalysisVersion="4" indexes="sd" requiredBandwidths="11574,11001,9684,9567,9567,9567,9567,9567" videoProfile="high">

<Stream id="303976" streamType="1" default="1" codec="h264" index="0" bitrate="7993" bitDepth="8" chromaLocation="left" chromaSubsampling="4:2:0" codedHeight="1088" codedWidth="1920" frameRate="23.976" hasScalingMatrix="0" height="1080" level="40" profile="high" refFrames="4" requiredBandwidths="11446,10873,9555,9444,9444,9444,9444,9444" scanType="progressive" width="1920" displayTitle="1080p (H.264)" extendedDisplayTitle="1080p (H.264)"/>

<Stream id="303977" streamType="2" selected="1" default="1" codec="aac" index="1" channels="2" bitrate="128" language="日本語" languageCode="jpn" audioChannelLayout="stereo" profile="lc" requiredBandwidths="128,128,128,128,128,128,128,128" samplingRate="44100" displayTitle="日本語 (AAC Stereo)" extendedDisplayTitle="日本語 (AAC Stereo)"/>

<Stream id="303978" streamType="3" selected="1" default="1" codec="ass" index="2" bitrate="0" language="English" languageCode="eng" requiredBandwidths="1,1,1,1,1,1,1,1" displayTitle="English (ASS)" extendedDisplayTitle="English (ASS)"/>

</Part>

</Media>

<Marker type="intro" startTimeOffset="56700" endTimeOffset="146421"/>

<Extras size="0"> </Extras>

<Related> </Related>

</Video>

</MediaContainer>

[ChuckPa]

yes please.

Settings - Server - Troubleshooting - Download Logs

The ZIP file it gives you

pasting XML works when
```
<paste xml here>
```

becomes

<paste xml here>

[Nowjon]

There is one on the original post, I tried to download a new one and get “500 Internal Server Error” (I had rebooted my server not sure if that’s caused it)

[ChuckPa]

when you can get the logs , i would greatly appreciate seeing the difference with the enhanced enabled in the app.

The existing logs show me one viewpoint where it needs to burn subtitles.
The enhanced (new) player can do subtitles by itself.

I ask this because of the JPN->ENG mapping. I’m trying to make certain it’s not getting mixed up in there

[Nowjon]

The “Enable new video player” was On before you had asked about it. So the logs attached to the first of the case is with that new video player.

[ChuckPa]

then the timeouts and failures I saw were legitimate too.

Sep 12, 2020 13:48:18.814 [0x150b7ce64700] DEBUG - [CompanionProxy] registered new player: r6zy55epz6izsl4ni0c3nhvy (10.10.10.102)
Sep 12, 2020 13:48:18.814 [0x150b7ce64700] DEBUG - Content-Length is -1 (of total: -1).
Sep 12, 2020 13:48:21.264 [0x150ba9a9d700] DEBUG - Auth: authenticated user 1 as Nowjon
Sep 12, 2020 13:48:21.264 [0x150b7ce64700] DEBUG - Request: [10.10.10.1:36950 (Subnet)] GET /library/metadata/52536?asyncAugmentMetadata=1&checkFiles=1&includeExtras=1&includeReviews=1 (24 live) TLS GZIP Signed-in Token (Nowjon)
Sep 12, 2020 13:48:21.309 [0x150b7ce64700] ERROR - Error opening file '"/gdrivemedia/Anime/My Next Life as a Villainess- All Routes Lead to Doom!/Season 1/My.Next.Life.as.a.Villainess-.All.Routes.Lead.to.Doom!.S01E07.I.Entered.a.Dangerous.Dungeon.HDTV-1080p.mkv"' - No such file or directory (2)
Sep 12, 2020 13:48:21.318 [0x150b7ce64700] DEBUG - We're going to try to auto-select an audio stream for account 1.
Sep 12, 2020 13:48:21.318 [0x150b7ce64700] DEBUG - Selecting best audio stream for part ID 84702 (autoselect: 1 language: en)
Sep 12, 2020 13:48:21.318 [0x150b7ce64700] DEBUG - We're going to try to auto-select a subtitle.
Sep 12, 2020 13:48:21.318 [0x150b7ce64700] DEBUG - Selected a foreign audio track: jpn
Sep 12, 2020 13:48:21.318 [0x150b7ce64700] DEBUG - Subtitles: Found a candidate subtitle language [eng] for a foreign film
Sep 12, 2020 13:48:21.318 [0x150b7ce64700] DEBUG - Audio Stream: 292311, Subtitle Stream: 292312
Sep 12, 2020 13:48:21.319 [0x150b7ce64700] DEBUG - We're going to try to auto-select an audio stream for account 1.
Sep 12, 2020 13:48:21.319 [0x150b7ce64700] DEBUG - Selecting best audio stream for part ID 88239 (autoselect: 1 language: en)
Sep 12, 2020 13:48:21.319 [0x150b7ce64700] DEBUG - We're going to try to auto-select a subtitle.
Sep 12, 2020 13:48:21.319 [0x150b7ce64700] DEBUG - Selected a foreign audio track: jpn
Sep 12, 2020 13:48:21.319 [0x150b7ce64700] DEBUG - Subtitles: Found a candidate subtitle language [eng] for a foreign film
Sep 12, 2020 13:48:21.319 [0x150b7ce64700] DEBUG - Audio Stream: 303980, Subtitle Stream: 303981
Sep 12, 2020 13:48:21.319 [0x150b7ce64700] DEBUG - Activity: registered new activity 52c6bde3-dbd3-44f7-9712-a04dd36cdf46 - Refreshing
Sep 12, 2020 13:48:21.320 [0x150b7e7f3700] DEBUG - Activity: updated activity 52c6bde3-dbd3-44f7-9712-a04dd36cdf46 - completed 0.0% - Refreshing
Sep 12, 2020 13:48:21.320 [0x150b7fbfd700] DEBUG - Augment: Completed episode augmentation in 0.0 sec.

Sep 12, 2020 13:48:21.309 [0x150b7ce64700] ERROR - Error opening file '"/gdrivemedia/Anime/My Next Life as a Villainess- All Routes Lead to Doom!/Season 1/My.Next.Life.as.a.Villainess-.All.Routes.Lead.to.Doom!.S01E07.I.Entered.a.Dangerous.Dungeon.HDTV-1080p.mkv"' - No such file or directory (2)

Scan files and make sure it exists please / the gdrive is mounted and available.

[Nowjon]

I’ve scanned my library files in plex, deleted the trash for the Anime library, and cleaned up the database.

I SSHed into the docker container and verified I could CD to the directory, verified it appears the permissions on the folder and files are fine too.

[ChuckPa]

Try it one more time please.

Directory permissions are 755 ?

[Nowjon]

Directories were 777, now I was getting a “An error occured while attempting to play this video. Please check your connection and try again” this was on both the 2.4Gz and 5Gz wifi and with the “Enable new video player” On.

I’ve decided to re-create the Anime library in Plex so doing that now. Hopefully we’ll be further then.

[ChuckPa]

there is definitely something amiss there.

1. It can’t find a particular file.
2. now connectivity from lan client to lan server are not matching up.
3. New video player won’t impact these basic ops because they’re all server-side.

[Nowjon]

Yeah, I’ve been having more and more issues with it. I was thinking of actually re-installing the Plex docker so we’d be fresh but I didn’t want to loose the people I’ve shared it with and the connections to other services.

[ChuckPa]

Interesting piece of info.

1. Keep all the “ID” strings in Preferences.xml.
2. When you setup again,
   a. Delete the new server that’s created from plex.tv -> authorized devices.
   b. Edit your new Preferences.xml – substituting the saved ID values.
   c. Save
3. Startup the container again.
4. Magic occurs here. New server with old ID tags and plex.tv knows who is still shared.

It might be easier to save all of “Preferences.xml” and drop it in. (get’s everything for you)