Hi,
I am getting this error after I want to play any file from a Matricom G2 Box. All the other devices work perfectly.
I already tried enabling and disabling Passthrough in the app, but it does not work.
Here are my server logs: https://pastebin.com/ShA1fMMM
Thank you for any help you guys can give me!
Is there anyone at plex reading these forums? I was under the impression that as a paying customer we should expect some level of support. Maybe I am posting on the wrong forum? Thank you.
Can you reproduce and provide the entire log? Also include the PMS log.
I have attached the complete logs.
Server Version 1.10.1.4602
Trying to play in a Matricom G2 Box.
Thank you!
Oh, sorry if I wasn’t clear. I would also like to see the log from the Android app on your box.
Attached… thank you!
Ok, looking at the log it shows that your box failed to playback the ac3 audio in your file. PMS tried to transcode the audio to EAC3, but that also failed.
First, turn off the passthrough setting in the Plex app.
Second, check your device’s main audio settings and see if it is set to output Dolby Digital audio, if so, turn that off.
I already tried both and keeps failing. The funny thing is that if I use Kodi + Plex plug-in in the same box, it works flawlessly. It is only the plex app that does not work.
If you’ve done those steps already then something is wrong. The app is still trying to use passthrough and outputting dolby digital.
What is the box connected to? Is it to an AVR or directly to a TV? If it’s to a TV, check your TV’s main audio settings and check if it has a passthrough settings and turn that off as well. Also check if your TV says it supports dolby digital and try turning that off too.
It seems the error has changed. I tries to transcode but also fails.
Btw, the box is connected to a TV through HDMI. No audio options are available in the TV.
I am attaching a new log.
Thank you.
@“MovieFan.Plex” said:
If you’ve done those steps already then something is wrong. The app is still trying to use passthrough and outputting dolby digital.What is the box connected to? Is it to an AVR or directly to a TV? If it’s to a TV, check your TV’s main audio settings and check if it has a passthrough settings and turn that off as well. Also check if your TV says it supports dolby digital and try turning that off too.
Did you have the chance to see the new log? Thank you.
Can anyone help me?
Saw the new log and the device (your TV or your G2 box) is still telling the Plex app that it supports EAC3 audio so Plex is still using it. The Box then tries to decode the EAC3 audio and fails. Unfortunately, the Plex app can’t recover from these types of errors so you get the message, which is misleading. There has to be a way to turn off support for EAC3. If you are just connected to a TV, you don’t need multi-channel sound so look for any settings related to audio and turn off surround sound. It may be in the general android settings for your G2 box.
Btw, the box is connected to a TV through HDMI. No audio options are available in the TV.
That is surprising. Most TVs have at least a setting to turn on/off surround sound support.
The funny thing is that this exact setup was working perfectly until the new version of the App.
Besides, a KODI instalation with the Plex plugin in the same box works perfect, so, I don’t there is an issue with the Hardware. Maybe the last version of the app broke compatibility with my box in some way?
I’m having the exact same issue on a fire TV btw. Used to work fine then suddenly stopped working, same behavior. I think it would be extremely helpful to update the error messages that the application displays as the “lost connection” error is very misleading.
@pmazza said:
The funny thing is that this exact setup was working perfectly until the new version of the App.Besides, a KODI instalation with the Plex plugin in the same box works perfect, so, I don’t there is an issue with the Hardware. Maybe the last version of the app broke compatibility with my box in some way?
The new update added support for more codecs. It’s possible the app thinks / or is being told that something is supported when it really isn’t. There are other reports of audio not working properly with other devices too so I am investigating this issue with compatibility.
If you are in the beta program, a potential fix has been released in Plex for Android 6.14.1.3740-beta. Please let me know if this works or not.
I had to submit a form (Plex for Android & Android TV - Beta Tester Candidate Registration) to enter the Beta program on Android and now I have to wait.
After that I will be able to test the new app. Thank you.
The problem continues with the latest official version of the Android app released last week.
Both with audio pass-through disabled and enabled.
