"Playback has stopped because the connection..." error on Shield, but only for 4K

Plex Players Streaming Devices
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1

Server Version#: 1.18.4.2164
Player Version#: 7.26.0.14578

I tried playing back some 4K UHD mkvs on my nVidia Shield TV Pro (2019 version), and got a “Playback has stopped because the connection to the Plex Media Server has been lost” error no matter which file I tried. 1080p works fine. Server is on unRAID. Connection is hard-wired. Same 4K files play fine on the same Shield TV under Kodi (with PlexKodiConnect, no less).

Any ideas…?

3

Here are most of the XML details of one of the files:

<MediaContainer size="1" allowSync="1" identifier="com.plexapp.plugins.library" librarySectionID="1" librarySectionTitle="Movies" librarySectionUUID="aada918c-7630-4d27-86fa-6f3cc01b7484" mediaTagPrefix="/system/bundle/media/flags/" mediaTagVersion="1576869286">
<Video ratingKey="49014" key="/library/metadata/49014" guid="com.plexapp.agents.imdb://ttredacted?lang=en" studio="redacted" type="movie" title="redacted" librarySectionTitle="Movies" librarySectionID="1" librarySectionKey="/library/sections/1" contentRating="R" summary="redacted" rating="8.7" audienceRating="8.1" viewOffset="756923" viewCount="3" lastViewedAt="1577069410" year="2017" tagline="There's still a page left." thumb="/library/metadata/redacted/thumb/redacted" art="/library/metadata/redacted/art/redacted" duration="9807798" originallyAvailableAt="2017-10-04" addedAt="1266230281" updatedAt="1542107005" audienceRatingImage="rottentomatoes://image.rating.upright" chapterSource="mixed" primaryExtraKey="/library/metadata/redacted" ratingImage="rottentomatoes://image.rating.ripe">
<Media id="redacted" duration="9807798" bitrate="14715" width="3840" height="1600" aspectRatio="2.35" audioChannels="8" audioCodec="truehd" videoCodec="hevc" videoResolution="4k" container="mkv" videoFrameRate="24p" videoProfile="main 10">
<Part accessible="1" exists="1" id="137905" key="/library/parts/137905/1516210818/file.mkv" duration="9807798" file="/movies/redacted/redacted" size="18105956857" container="mkv" deepAnalysisVersion="4" requiredBandwidths="26598,23428,22419,21645,21023,20564,19533,17962" videoProfile="main 10">
<Stream id="308163" streamType="1" default="1" codec="hevc" index="1" bitrate="10086" bitDepth="10" chromaSubsampling="4:2:0" colorPrimaries="bt2020" colorRange="tv" colorSpace="bt2020nc" colorTrc="smpte2084" frameRate="23.976" height="1600" level="153" profile="main 10" refFrames="1" requiredBandwidths="19246,18426,17924,17331,16841,16353,13867,12183" width="3840" displayTitle="4K (HEVC Main 10 HDR)"/>
<Stream id="308162" streamType="2" selected="1" default="1" codec="truehd" index="0" channels="8" bitrate="4597" language="English" languageCode="eng" audioChannelLayout="7.1" bitDepth="24" requiredBandwidths="7381,7187,6937,6563,6208,5872,4724,4724" samplingRate="48000" displayTitle="English (TRUEHD 7.1)"/>
<Stream id="308164" streamType="3" codec="pgs" index="2" bitrate="14" headerCompression="1" requiredBandwidths="21,21,21,21,21,21,21,21" title="English" displayTitle="Unknown (PGS)"/>
<Stream id="308165" streamType="3" codec="pgs" index="3" bitrate="18" headerCompression="1" requiredBandwidths="27,27,27,27,27,27,27,27" title="English SDH" displayTitle="Unknown (PGS)"/>
</Part>
</Media>
4

I will need full DEBUG (not VERBOSE) log files captured right after the disconnect failure.

I also have the 2019 Pro and cannot replicate at this time with 60 Mbps video.

5

It might take me a few days. Y’know: Christmas stuff.

Do you need player logs, or server logs? Server logs I think I know how to get. I’m not even sure there is such a thing as a player log, is there?

I’d appreciate maybe another sentence or so, to get me started collecting the right info. (Thanks!)

6

Christmas? Ba! Humbug! :rofl:

I need the server logs first. The server will tell me if the player is disconnecting.

  1. Verify DEBUG logging enabled; VERBOSE logging disabled
  2. Start the playback.
  3. If it fails soon after start (within a few minutes) – great.
  4. If not, and if possible, Download logs ZIP 30 seconds after it starts (while running)
  5. Capture again after it fails

Attach (both) ZIP please.

1 Like
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Even without logs, I can tell you that playback never actually starts. I get the “busy” spinning circle for a few seconds, and then the error message. No picture, no audio, just the error. Does that mean I’ll just need the one post-failure log?

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If it never starts, that will probably be enough.

9

If you disable the new video player does that make a difference? I have ran into a similar issue on my shield but switching to the old video player seems to get it working.

1 Like
10

THANK YOU! I never even knew this was enabled on my Android TV, turning it off resolved my instance of this error

11

Have the same issue on the new player, but with any and all transcodes. It just won’t accept transcoding. Switching to the old player helped.

12

OK, I’ve duplicated the error with Debug logging on, and have exported a 5 MB zip file with about 50 logs in it, some with user information and email addresses in plain text. How can I export a smaller version with the useful details, and no personal information?

(BTW, switching to the old player didn’t help in my case.)

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