Official Support Request: Persistent buffering issues on VIDAA OS (Hisense TVs) - Lifetime Plex Pass

Plex Players
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To the Plex Support Team,

I am writing as a Lifetime Plex Pass holder to formally request a technical update and a solution regarding a critical issue that has rendered the Plex app unusable for a vast number of users.

I am referring to the constant buffering during video playback on the VIDAA operating system, commonly found on Hisense TVs. This problem makes it impossible to watch any content, regardless of the bitrate or local network stability.

As you can see from your own forums (Ref: https://forums.plex.tv/search?q=plex%20buffering%20vidaa) and numerous online reports, this is a widespread and long-standing issue. Despite dozens of threads and hundreds of user reports, there has been no official intervention or definitive fix from Plex.

As a paying customer with a lifetime license, I find the lack of official communication on this matter unacceptable. This forum community, while helpful, cannot fix bugs related to app optimization on specific operating systems.

I am requesting an official confirmation that Plex is aware of the specific issues on VIDAA OS and a timeline or a statement regarding a potential fix.

A direct contact with a technical representative, given the failure of the community forums to address this, would be much appreciated.

I look forward to your prompt and official response.

@PlexReleaser @drzoidberg33 @chris_decker08

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They have been looked into but would appreciate any server logs and smart tv logs that ytou have when the issue occurs so I can add to report. If you have a sample file that always does it then that would be useful too.

3

the issue with buffering seems to be caused by Plex not recognizing the Hisense TV. the error code i am receiving is: [Req#ca64e] Unable to find client profile for device; platform=vidaa, platformVersion=V0000.09.09R.P0930, device=VIDDA V0000.09.09R.P0930, model=58A60LEVS_0002

what causes this? it seems to be video files that have multiple subtitle tracks within itself. i found a workaround around the buffering issue and its as follows. if the video that buffers has more than 1 subtitle track, use a 3rd party program like mkvtooknix GUI, run it so that it deletes the excess subtitle tracks, then delete the original file and replace it with this remuxed one. refresh your plex library and play the file. for me it has been working with 100% rate so far, but i have only figured it out yesterday.

5

Smart tv logs will hopefully shed some light. A sample file would also be useful

6

here is the straightforward server log for the problem. Video started, and soon ended up in buffering.

Plex Media Server Logs.txt (4.4 KB)

sample file doesn’t matter, Plex seems to be producing this error when playing any sort of video file:

[Req#dd76b] Unable to find client profile for device; platform=vidaa, platformVersion=V0000.09.09R.P0930, device=VIDDA V0000.09.09R.P0930, model=58A60LEVS_0002

but when the file has no subtitle track or only has 1 subtitle track, it will play normally without freezing and buffering. But if it has 2 or more subtitle tracks then buffering usually occurs within a couple of minutes. The buffering is unavoidable even if you Direct Play or Direct Stream.

My Plex for VIDAA is 5.94.1, Platform version V0000.09.09R.P0930

See this post too Direct Play issues on Hisense Vidaa TV (75U63KAVS) — constant buffering, client profile not detected - #6 by Cadoraghese

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Plex server is fully reachable locally and remotely from all other tested clients. TV web browser on the VIDAA device can directly access

  • http://SERVER_IP:32400/web

successfully over LAN.

This strongly suggests the issue is isolated specifically to the VIDAA Plex app’s handling of local server discovery/authentication rather than networking, firewall, NAT, or Plex server configuration itself.

Observed behaviour:

  • With Relay OFF, VIDAA Plex app reports server unavailable

  • With Relay ON, server appears only as “Remote” or “Indirect” (i’ve had both)

  • High bitrate 4K playback over relay is heavily transcoded to SD

  • Other Plex clients on same subnet correctly use local/direct paths and are fine.

This makes me suspect the VIDAA client is failing one of:

  • plex.direct hostname resolution

  • local HTTPS certificate validation

  • secure local routing fallback

  • NAT loopback/hairpin handling inside the app itself

The important detail is that the TV browser itself can directly reach the Plex server locally via IP, but the Plex VIDAA app still refuses to establish a proper local/direct connection and instead falls back to remote/relay behaviour.

Tested so far:

  • Static server IP

  • Port forwarding TCP 32400

  • Relay enabled/disabled

  • Secure connections Preferred

  • Allow insecure connections Always

  • Cleared Plex app cache/data

  • Full reinstall of VIDAA Plex app

  • TV/server confirmed on same subnet

  • Browser-based local Plex access working on TV itself

Feels specifically related to how the VIDAA Plex client resolves or validates plex.direct/local secure endpoints versus raw IP connectivity.

Send help…

8

@BigWheel You have the logs now, kindly provided by @adriat1c .

In addition, you have a deeper analysis made by @andybrunton (and others on this same forum).

Please provide an official statement.

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I have the same problem. It plays anything from USB, DLNA. The PLEX app only plays it if I remove the subtitle tracks from the container. There can’t be more than one left, because then it starts buffering endlessly after a few seconds, then stops with an error message. The TV is a 75u7nq, version V000.09.09O.P0930.

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As mentioned by others it is likely when multiple subtitle tracks. Sorry I cannot provide any ETA for a fix.

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It is not simply a fix for subtitles.

there is a deeper problem with networking that needs to be investigated and fixed. Some of us can’t even log onto our servers directly.

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When the devs can finish investigating this among the many other things they will. I’m sorry I cannot provide any ETA

I’m not saying there are not multiple separate issues but I don’t believe authentication has anything to do with buffering which this topic is about.

13

This problem has been reported on this forum, on Reddit, everywhere more than a year ago.

@BigWheel Are you saying that Plex devs are still investigating?! Unbelievable! :flushed_face:

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I mean since i create the report for it after I initally replied.

15

I tried the following. I had Gemini create a profile file. I only tested it on one movie so far, with 36 subtitles in the container, and it played without buffering. The output from Gemini:

1. Locate your User Profiles directory

Do not edit files in the Plex system folder, as updates will overwrite them. Instead, use the user-defined Profiles directory. If the Profiles folder does not exist in the path below, create it manually.

Path depends on your OS:

  • Windows: %LOCALAPPDATA%\Plex Media Server\Profiles\

  • Linux (Ubuntu/Debian): /var/lib/plexmediaserver/Library/Application Support/Plex Media Server/Profiles/

  • TrueNAS / FreeBSD: /usr/local/plexdata/Plex Media Server/Profiles/

  • Synology NAS: /Volume1/PlexMediaServer/AppData/Plex Media Server/Profiles/

2. Create the Profile File

  1. Create a new text file inside the Profiles directory.

  2. Name it exactly: Vidaa.xml

3. Paste the Profile Code

Open Vidaa.xml with a text editor (e.g., Notepad, Notepad++, or Nano) and paste the XML code below.

(Note: This specific configuration is tailored for the platform=vidaa, device=VIDDA, model=75U75LEVS tags, but it should work for most modern Hisense VIDAA smart TVs).

xml

<?xml version="1.0" encoding="utf-8"?>
<Client name="Vidaa">
  <!-- Matches the exact identifiers reported by the TV -->
  <Identification>
    <Header name="User-Agent" substring="vidaa" />
    <Header name="User-Agent" substring="VIDDA" />
    <DeviceDescription type="urn:schemas-upnp-org:device:MediaRenderer:1">
      <FriendlyName substring="VIDDA" />
      <ModelName substring="75U75LEVS" />
    </DeviceDescription>
  </Identification>

  <!-- Formats supported natively by the TV (Direct Play) -->
  <DirectPlayProfiles>
    <!-- Video Profiles -->
    <VideoProfile container="mp4" codec="h264,hevc,mpeg4" audioCodec="aac,ac3,eac3,mp3" />
    <VideoProfile container="mkv" codec="h264,hevc,mpeg4" audioCodec="aac,ac3,eac3,dca,mp3,pcm" />
    <!-- Audio Profiles -->
    <MusicProfile container="mp3" codec="mp3" />
    <MusicProfile container="m4a" codec="aac" />
    <!-- Photo Profiles -->
    <PhotoProfile container="jpeg,png" />
  </DirectPlayProfiles>

  <!-- Fallback formats if transcoding is required -->
  <TranscodeTargets>
    <VideoProfile container="mkv" codec="h264" audioCodec="aac,ac3" context="streaming" />
    <MusicProfile container="mp3" codec="mp3" />
    <PhotoProfile container="jpeg" />
  </TranscodeTargets>

  <CodecProfiles>
    <VideoCodec name="h264">
      <Limitations>
        <UpperBound name="video.width" value="3840" />
        <UpperBound name="video.height" value="2160" />
        <UpperBound name="video.level" value="51" />
      </Limitations>
    </VideoCodec>
    <VideoCodec name="hevc">
      <Limitations>
        <UpperBound name="video.width" value="3840" />
        <UpperBound name="video.height" value="2160" />
      </Limitations>
    </VideoCodec>
  </CodecProfiles>
</Client>

Körültekintően használja a kódot.

4. Save and Restart

  1. Save the file. (For Linux/NAS users, ensure the plex user has read permissions: chown plex:plex Vidaa.xml).

  2. Restart your Plex Media Server.

After restarting, your PMS will correctly identify the VIDAA client. It forces proper Direct Play handling of the container and prevents the subtitle-induced buffering loop.

Let me know if this fix works for your Hisense TV model as well!

16

would love to see your smart tv logs after adding that profile and playing back something

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I’ve tried Vidaa.xml editing (althought not sure what exactly to change), and in my case buffering is still present, and error message is:

Time

LevelError

Thread

Message[Req#10e] Unable to find client profile for device; platform=vidaa, platformVersion=V0000.09.09P.P0930, device=VIDDA V0000.09.09P.P0930, model=55Q70QEVS

18

That’s a great input, @krolytakcs26!

I got some help from Gemini too for my Hisense TVs 100E7Q PRO and 75E63QT and this is the XML generated.

<?xml version="1.0" encoding="utf-8"?>
<Client xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" name="HisenseVIDAATV">
  <Identification>
    <Header name="X-Plex-Platform" substring="vidaa" />
    <Header name="X-Plex-Platform" substring="VIDAA" />
    <Header name="X-Plex-Device" substring="VIDDA" />
    <Header name="X-Plex-Model" substring="100Q60QAVS" />
    <Header name="X-Plex-Model" substring="75E63" />
    
    <Header name="User-Agent" substring="Hisense" />
    <Header name="User-Agent" substring="VIDAA" />
    <DeviceDescription>
      <FriendlyName substring="Hisense" />
    </DeviceDescription>
  </Identification>
  
  <Settings>
    <Setting name="TimelineBufferMemory" value="4194304" />
  </Settings>
  
  <DirectPlayProfiles>
    <VideoProfile container="mkv" codec="h264,hevc,mpeg4,mpeg2video,vc1,vp9,av1,vp8" audioCodec="aac,ac3,eac3,dca,mp3,flac,wav,wma,mp2,opus" subtitleCodec="srt,subrip,ass" />
    
    <VideoProfile container="mp4,mov" codec="h264,hevc,mpeg4,vp9,av1" audioCodec="aac,ac3,eac3,mp3,flac,wav,opus,mp2" subtitleCodec="srt,mov_text,tx3g" />
    
    <VideoProfile container="mpegts,ts,vob,mpeg,mpg" codec="h264,hevc,mpeg2video,vc1" audioCodec="ac3,eac3,aac,mp2,mp3,dca" />
    
    <VideoProfile container="avi" codec="h264,mpeg4,mpeg2video" audioCodec="mp3,ac3,aac,flac,wav" />
    
    <VideoProfile container="webm" codec="vp8,vp9,av1" audioCodec="vorbis,opus" />
    
    <VideoProfile container="flv" codec="h264" audioCodec="aac,mp3" />
    <VideoProfile container="asf,wmv" codec="wmv3,vc1" audioCodec="wmav2,wmapro,pcm" />

    <MusicProfile container="mp3" codec="mp3" />
    <MusicProfile container="m4a,mp4" codec="aac,alac" />
    <MusicProfile container="flac" codec="flac" />
    <MusicProfile container="wav" codec="pcm" />
    <MusicProfile container="wma" codec="wma" />
    <MusicProfile container="ogg" codec="vorbis,opus" />

    <PhotoProfile container="jpeg,png,bmp,gif" />
  </DirectPlayProfiles>
  
  <TranscodeTargets>
    <VideoProfile protocol="hls" container="mpegts" codec="h264" audioCodec="aac,ac3" context="streaming" />
    <VideoProfile protocol="http" container="mp4" codec="h264" audioCodec="aac,ac3" context="streaming" />
    <MusicProfile container="mp3" codec="mp3" />
    <PhotoProfile container="jpeg" />
  </TranscodeTargets>

  <CodecProfiles>
    <VideoCodec name="h264,hevc,vp9,av1">
      <Limitations>
        <UpperBound name="video.width" value="3840" />
        <UpperBound name="video.height" value="2160" />
      </Limitations>
    </VideoCodec>
    <VideoAudioCodec name="aac,ac3,eac3,dca">
      <Limitations>
        <UpperBound name="audio.channels" value="6" />
      </Limitations>
    </VideoAudioCodec>
  </CodecProfiles>
</Client>

As suggested, I’ve created the file HisenseTV.xml inside the folder /mnt/HD/HD_a2/Nas_Prog/plex_conf/Plex Media Server/Profiles on my WD EX4100 NAS.

The Profiles folder was not there, so I created it.

I stopped and started again the Plex server and tried to play a movie.

Unfortunately I got the same problem. The error is still Unable to find client profile for device; platform=vidaa, platformVersion=V0000.09.09U.P1027, device=VIDDA V0000.09.09U.P1027, model=100Q60QAVS.

How do I know if the profile was correctly registered and used to play the movie?

Thanks for your help.

19

@krolytakcs26 I noticed the different structure in the Identification tag.

I’ve updated my XML code with:

  <Identification>
    <Header name="User-Agent" substring="vidaa" />
    <Header name="User-Agent" substring="VIDDA" />
    <DeviceDescription type="urn:schemas-upnp-org:device:MediaRenderer:1">
      <FriendlyName substring="VIDDA" />
      <ModelName substring="100Q60QAVS" />
    </DeviceDescription>
  </Identification>

Still the same error.

20

Why is device and platform spelt differently?

21

@andybrunton Maybe a typo, or something else, from Hisense (or Plex?!).

Anyway it seems that this is what the Plex app on the TV sends to the server.

Unable to find client profile for device; platform=vidaa, platformVersion=V0000.09.09U.P1027, device=VIDDA V0000.09.09U.P1027, model=100Q60QAVS