Nvidia Shield will not play files in my anime library using the new player, but the old player works fine

Plex Players Streaming Devices
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Server Version#: 1.18.9.2571 (centos 8.1)
Player Version#: 7.30.0.16390 (new nvidia shield model, non-pro).

I occasionally watch anime on Plex, and I keep a separate library for it. The new player will not play any of my anime files - whenever I try to watch them, it just says “an error occurred while attempting to play this video. Please try restarting both the Plex Media Server and this app.”

Of course I’ve tried restarting as the error message suggests, but to no effect. Other movies and tv shows I have work just fine with the new player - it’s just my anime library that doesn’t. This has been ongoing for numerous PMS versions and Android TV app versions. These are all relatively low bitrate files (8mbps in the example I’m looking at now, which is typical) playing on a Dell T620 with dual e5-2660s. It transcodes because of the subtitles but the server isn’t overloaded because of it. The only thing I can see that’s different between the anime library and my other libraries is that most of the stuff is subtitled and has to be transcoded, but I don’t know if that’s just coincidence or not.

If I switch my Shield to use the old video player instead, everything works perfectly fine, except it will periodically reset to the new player and I start getting the error again until I switch back to the old player.

Are there any logs I can provide that will help figure out what is going on here, and how to fix it? And is there anything I can do to make it stick to the old player without reverting to the new one every two or three days?

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If you could reproduce the issue, and provide the logs, it would be much appreciated :slight_smile:

Don’t forget to add the #playback tag so we can easily find issues like this :slight_smile:

You can find how to get logs from: Log Files | Plex Support

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#playback
Here’s the player log starting with the segment where I started one title, log1.txt (68.5 KB)

And here’s a second one: log2.txt (59.7 KB)

The errors reported appear to be similar. This only happens when I have it set to Japanese with subtitles. Playback with the new player works fine if it’s played with no subs.

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The tag needs to be on the original post, like where it says android-tv :slight_smile:

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What format are the subs in? :slight_smile:

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A sample would also be helpful. It seems it’s requested a transcode due to the subtitle format not being supported.

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The tag needs to be on the original post, like where it says android-tv :slight_smile:

Oh sorry, adding the tag correctly after I post this reply.

edit: or I would, except I my have waited too long. I can’t edit the original post anymore.

What format are the subs in?

In the files whose logs I provided, the subtitle format is ASS. I also tested with a file that has PGS subs with the same result.

It seems it’s requested a transcode due to the subtitle format not being supported.

The problem only occurs when playing using the new player. Switching to the old one allows the videos to play just fine. Is it the player that determines subtitle support? I would have thought it was only the app or device itself that mattered.

A sample would also be helpful. It seems it’s requested a transcode due to the subtitle format not being supported.

I’ve uploaded the file whose playback was logged in the file log1.txt above. MEGA

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Thanks! :slight_smile:

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Were you able to reproduce the error with the file provided?

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Were you able to reproduce the error with the file provided?

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