Playback error file is unplayable. color space is not supported

Plex Players Smart TVs
1

I have built a NAS Box out of a Raspberry Pi 4, installing a plex server. I was able to stream 4K stream (HDR10 and DV) But not as of today, I cannot stream any 4k DV films as I get this error message playback error file is unplayable. color space is not supported. I have not upgraded since at least a week ago now. I have played the files yesterday with no Issue. Could you please advise what to do

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2

which player version do you use?
5.43.1? and is it playing using the plex for smart TV app, like plex for LG?

I also cant play DoVi 4k mp4 files anymore since yesterday night,
files which played fine yesterday, don’t play today anymore.
I suspect its caused by the last LG plex player update (5.43.1, pushed about 20h ago)
because I hadn’t updated the server software before it stopped working. Then after I did update the server software, the problem is still there.

The LG release note has no mention of DV content. but the note for the latest samsung player does, which makes me think they changed something regarding DV content.

‘* Report to PMS when Dolby Vision profile version 5 is unsupported’

Maybe you can confirm my suspicions, and we can file a good bug report.

3

I can confirm the Dolby Vision profile 8 files are still playing , but dolby vision profile 5 files, which used to be able to play, now stopped working on my LG C1.
seeming to suggest that the player now stopped supporting, falsely reports that profile 5 is not able to playback to the server.
Whereas it did support profile 5 in mp4 containers before:

log:


Jul 27, 2022 21:27:25.545 [11916] Info — [Req#7142] [Plex for LG] [everts8:nb9g1zy0jhi4gmkg6a5fo2xl]     Cannot direct play with protocol: http, codec: hevc. Reason: Dolby Vision Profile 5 is not supported
Jul 27, 2022 21:27:25.545 [11916] Info — [Req#7142] [Plex for LG] [everts8:nb9g1zy0jhi4gmkg6a5fo2xl]     Cannot direct stream with protocol: hls, codec: hevc. Reason: Dolby Vision Profile 5 is not supported
Jul 27, 2022 21:27:25.545 [11916] Info — [Req#7142] [Plex for LG] [everts8:nb9g1zy0jhi4gmkg6a5fo2xl]     User disabled direct stream in settings.
Jul 27, 2022 21:27:25.546 [11916] Info — [Req#7142] [Plex for LG] [everts8:nb9g1zy0jhi4gmkg6a5fo2xl]   videoStream: {
  "id": 163731,
  "streamType": 1,
  "default": true,
  "codec": "hevc",
  "index": 1,
  "bitrate": 24444,
  "DOVIBLCompatID": 0,
  "DOVIBLPresent": true,
  "DOVIELPresent": false,
  "DOVILevel": 6,
  "DOVIPresent": true,
  "DOVIProfile": 5,
  "DOVIRPUPresent": true,
  "DOVIVersion": "1.0",
  "bitDepth": 10,
  "chromaLocation": "left",
  "chromaSubsampling": "4:2:0",
  "codecID": "dvhe",
  "codedHeight": 1608,
  "codedWidth": 3840,
  "colorRange": "tv",
  "frameRate": 23.976,
  "height": 1606,
  "level": 150,
  "profile": "main 10",
  "refFrames": 1,
  "streamIdentifier": "1",
  "width": 3840,
  "displayTitle": "4K DoVi (HEVC Main 10)",
  "extendedDisplayTitle": "4K DoVi (HEVC Main 10)"
}
Jul 27, 2022 21:27:25.546 [11916] Info — [Req#7142] [Plex for LG] [everts8:nb9g1zy0jhi4gmkg6a5fo2xl]   audioStream: {
  "id": 163730,
  "streamType": 2,
  "selected": true,
  "default": true,
  "codec": "eac3",
  "index": 0,
  "channels": 6,
  "bitrate": 768,
  "language": "English",
  "languageTag": "en",
  "languageCode": "eng",
  "audioChannelLayout": "5.1(side)",
  "samplingRate": 48000,
  "streamIdentifier": "2",
  "displayTitle": "English (EAC3 5.1)",
  "extendedDisplayTitle": "English (EAC3 5.1)"
}
Jul 27, 2022 21:27:25.546 [11916] Info — [Req#7142] [Plex for LG] [everts8:nb9g1zy0jhi4gmkg6a5fo2xl]   subtitleStream: {
  "id": 163732,
  "streamType": 3,
  "selected": true,
  "default": true,
  "codec": "mov_text",
  "index": 2,
  "bitrate": 0,
  "language": "English",
  "languageTag": "en",
  "languageCode": "eng",
  "streamIdentifier": "3",
  "displayTitle": "English (MOV_TEXT)",
  "extendedDisplayTitle": "English (MOV_TEXT)"
}
Jul 27, 2022 21:27:25.546 [11916] Info — [Req#7142] [Plex for LG] [everts8:nb9g1zy0jhi4gmkg6a5fo2xl] Forcing subtitle burn: HLS direct stream incompatible
Jul 27, 2022 21:27:25.546 [11916] Info — [Req#7142] [Plex for LG] [everts8:nb9g1zy0jhi4gmkg6a5fo2xl] Cannot direct play subtitles. Reason: Server required to burn subtitles
Jul 27, 2022 21:27:25.546 [11916] Warning — [Req#7142] [Plex for LG] [everts8:nb9g1zy0jhi4gmkg6a5fo2xl] Failed to create and set current playable media item - File is unplayable. Color space is not supported.
Jul 27, 2022 21:27:25.546 [11916] Warning — [Req#7142] [Plex for LG] [everts8:nb9g1zy0jhi4gmkg6a5fo2xl] [PlaybackSessionController] we failed to create a playable URL!
Jul 27, 2022 21:27:25.546 [11916] Error — [Req#7142] [Plex for LG] [everts8:nb9g1zy0jhi4gmkg6a5fo2xl] Playback error occurred. Reason: FailedToCreatePlayable, Failed to create a playable with the current play queue item! Message: File is unplayable. Color space is not supported.
Jul 27, 2022 21:27:25.546 [11916] Warning — [Req#7142] [Plex for LG] [everts8:nb9g1zy0jhi4gmkg6a5fo2xl] [PlaybackSessionController] could not retry, reporting error
Jul 27, 2022 21:27:25.546 [11916] Warning — [Req#7142] [Plex for LG] [everts8:nb9g1zy0jhi4gmkg6a5fo2xl] [PlaybackMetrics] Player sent ready signal or closed but no player or playable provided!
Jul 27, 2022 21:27:25.546 [11916] Info — [Req#7142] [Plex for LG] [everts8:nb9g1zy0jhi4gmkg6a5fo2xl] Opening modal: ActionsModal
Jul 27, 2022 21:27:25.546 [11916] Info — [Req#7142] [Plex for LG] [everts8:nb9g1zy0jhi4gmkg6a5fo2xl] Opened modal: ActionsModal
Jul 27, 2022 21:27:25.546 [3576] Debug — Completed: [192.168.50.92:33380] 200 POST /log (10 live) TLS GZIP 1ms 320 bytes (pipelined: 11)
Jul 27, 2022 21:27:32.559 [3576] Debug — Completed: [192.168.50.92:60494] 200 GET /player/proxy/poll?deviceClass=pc&protocolVersion=3&protocolCapabilities=timeline%2Cplayback%2Cnavigation%2Cplayqueues&timeout=1 (10 live) TLS GZIP 20015ms 5 bytes (pipelined: 213)
Jul 27, 2022 21:27:32.579 [11916] Debug — Request: [192.168.50.92:60494 (Subnet)] GET /player/proxy/poll?deviceClass=pc&protocolVersion=3&protocolCapabilities=timeline%2Cplayback%2Cnavigation%2Cplayqueues&timeout=1 (8 live) #717e TLS GZIP Signed-in Token (everts8) (LG OLED55C16LA)
Jul 27, 2022 21:27:32.579 [11916] Debug — Content-Length is -1 (of total: -1).
4

Hiya I am using the PLEX for LG app.

The Client Version is 5.43.1 and the Platflorm verison is 5.4.1. I was halfway in a movie in 4k DV. How could I change the DV profile and how to find it

5

Hey, thanks for the info, seems like we are dealing with the same bug then, maybe its only in the LG player.

the DolbyVision profile, is part of the encoding of the file, you can not easily change it, you need to completely remux the file with different profile… I don’t really know of a tool that can transcode profile 5 to profile 8… but it might be possible.
Maybe finding a non-DV version of the movie will be your best bet for now.

if you want to check the which dv profile your videofile is using…
you can use mediaInfo.

either use the GUI and go to view>text
its listed as: HDR_Format/String
profile is the part after: ‘dvhe.’
probably your file shows, dvhe.05

if you only have command line access to your NAS its something like:
mediaInfo --Output=‘Video;%HDR_Format_Profile%’ filename.mp4

I’ll post a bug report in the LG Plex Player forum. hopefully it gets fixed soon.

6

Looks like it has been fixed now could you check if it is working at yours now.

7

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