Please help! Plex crashes constantly when someone tries to play something

General Discussions
1

My server has been down for a few hours now, and I’m not able to keep it on without it crashing. The same thing happened on an older version (1.14.1.5488-cc260c476) I had earlier today and it still happens on version 1.15.2.793-782228f99, which I installed now while trying to fix this.

Can someone please help me get this working again?
Here’s the last thing that happened in the console before the server crashed:

Console output 
Mar 24, 2019 21:54:13.742 [1504] VERBOSE -  * Host => 127.0.0.1:32400
Mar 24, 2019 21:54:13.742 [1504] VERBOSE -  * Accept-Encoding => identity
Mar 24, 2019 21:54:13.742 [1504] VERBOSE -  * X-Plex-Client-Identifier => db916c42-15a4-4e24-8f97-499f2f4621d7
Mar 24, 2019 21:54:13.743 [1504] VERBOSE -  * X-Plex-Product => trakt (for Plex)
Mar 24, 2019 21:54:13.743 [1504] VERBOSE -  * X-Plex-Token => xxxxxxxxxxxxxxxxxxxx
Mar 24, 2019 21:54:13.743 [1504] VERBOSE -  * X-Plex-Version => 1.3.3
Mar 24, 2019 21:54:13.745 [1504] DEBUG - We're going to try to auto-select an audio stream for account 1.
Mar 24, 2019 21:54:13.745 [1504] DEBUG - Selecting best audio stream for part ID 251828 (autoselect: 1 language: no)
Mar 24, 2019 21:54:13.745 [1504] DEBUG - Audio Stream: 555191, Subtitle Stream: -1
Mar 24, 2019 21:54:13.746 [1504] VERBOSE - It took 0.0 sec to serialize a list with 1 elements.
Mar 24, 2019 21:54:13.746 [3296] DEBUG - Completed: [127.0.0.1:2507] 200 GET /library/metadata/125721 (25 live) 3ms 2905 bytes (pipelined: 9)
Mar 24, 2019 21:54:13.782 [12988] VERBOSE - [FFMPEG] - Error opening the internal VPP session.Surface upload/download will not be possible
Mar 24, 2019 21:54:13.828 [12988] VERBOSE - [FFMPEG] - Error opening the internal VPP session.Surface upload/download will not be possible
Mar 24, 2019 21:54:13.843 [12988] INFO - [FFMPEG] - Initialized an internal MFX session using hardware accelerated implementation
Mar 24, 2019 21:54:13.843 [12988] VERBOSE - [FFMPEG] - Using the VBR with lookahead (LA) ratecontrol method
Mar 24, 2019 21:54:13.876 [12988] ERROR - [FFMPEG] - Error initializing the encoder: failed to allocate memory (-4)
Mar 24, 2019 21:54:13.877 [12988] WARN - avcodec_open2 returned -12 for encoder 'h264_qsv'
Mar 24, 2019 21:54:13.877 [12988] DEBUG - Codecs: testing h264_nvenc (encoder)
Mar 24, 2019 21:54:13.877 [12988] ERROR - [FFMPEG] - Cannot load nvcuda.dll
Mar 24, 2019 21:54:13.877 [12988] VERBOSE - [FFMPEG] - Nvenc unloaded
Mar 24, 2019 21:54:13.877 [12988] WARN - avcodec_open2 returned -1313558101 for encoder 'h264_nvenc'
Mar 24, 2019 21:54:13.878 [12988] DEBUG - Codecs: testing h264_mf (encoder)
Mar 24, 2019 21:54:13.879 [12988] VERBOSE - [FFMPEG] - MF 0 attributes:
Mar 24, 2019 21:54:13.879 [12988] VERBOSE - [FFMPEG] -    MFT_ENUM_HARDWARE_URL_Attribute='AA243E5D-2F73-48c7-97F7-F6FA17651651'
Mar 24, 2019 21:54:13.880 [12988] VERBOSE - [FFMPEG] -    MFT_FRIENDLY_NAME_Attribute='Intel® Quick Sync Video H.264 Encoder MFT'
Mar 24, 2019 21:54:13.880 [12988] VERBOSE - [FFMPEG] -    {3aecb0cc-035b-4bcc-8185-2b8d551ef3af}='VEN_8086'
Mar 24, 2019 21:54:13.880 [12988] VERBOSE - [FFMPEG] -    {4276c9b1-759d-4bf3-9cd0-0d723d138f96}=<blob size 96: 76 69 64 73 00 00 10 00 80 00 00 AA 00 38 9B 71 4E 56 31 32 61 39 AE 42 BA 67 FF 47 CC C1 3E ED 76 69 64 73 00 00 10 00 80 00 00 AA 00 38 9B 71 4E 56 31 32 00 00 10 00 80 00 00 AA 00 38 9B 71 76 69 64 73 00 00 10 00 80 00 00 AA 00 38 9B 71 15 00 00 00 00 00 10 00 80 00 00 AA 00 38 9B 71 >
Mar 24, 2019 21:54:13.880 [12988] VERBOSE - [FFMPEG] -    {53476a11-3f13-49fb-ac42-ee2733c96741}=1
Mar 24, 2019 21:54:13.880 [12988] VERBOSE - [FFMPEG] -    MFT_TRANSFORM_CLSID_Attribute={4be8d3c0-0515-4a37-ad55-e4bae19af471}
Mar 24, 2019 21:54:13.880 [12988] VERBOSE - [FFMPEG] -    {88a7cb15-7b07-4a34-9128-e64c6703c4d3}=7
Mar 24, 2019 21:54:13.880 [12988] VERBOSE - [FFMPEG] -    {8eae8cf3-a44f-4306-ba5c-bf5dda242818}=<blob size 64: 76 69 64 73 00 00 10 00 80 00 00 AA 00 38 9B 71 48 32 36 34 00 00 10 00 80 00 00 AA 00 38 9B 71 76 69 64 73 00 00 10 00 80 00 00 AA 00 38 9B 71 DD E9 0C 5D 17 98 DA 49 BD FD F5 F5 B9 8F 18 A6 >
Mar 24, 2019 21:54:13.880 [12988] VERBOSE - [FFMPEG] -    {9359bb7e-6275-46c4-a025-1c01e45f1a86}=4
Mar 24, 2019 21:54:13.880 [12988] VERBOSE - [FFMPEG] -    {ceabba49-506d-4757-a6ff-66c184987e4e}={f79eac7d-e545-4387-bdee-d647d7bde42a}
Mar 24, 2019 21:54:13.880 [12988] VERBOSE - [FFMPEG] -    {f81a699a-649a-497d-8c73-29f8fed6ad7a}=1
Mar 24, 2019 21:54:13.880 [12988] VERBOSE - [FFMPEG] - activate MFT 0
Mar 24, 2019 21:54:13.890 [18444] DEBUG - WebSocket: client initiated close
Mar 24, 2019 21:54:13.890 [18444] VERBOSE - WebSocket: processed 0 frame(s)
Mar 24, 2019 21:54:13.890 [18444] DEBUG - handleStreamRead code 10054: An existing connection was forcibly closed by the remote host
Mar 24, 2019 21:54:13.890 [18444] DEBUG - NotificationStream: Removing because of error
Mar 24, 2019 21:54:13.890 [3296] DEBUG - handleStreamWrite code 10054: An existing connection was forcibly closed by the remote host
Mar 24, 2019 21:54:14.015 [12988] VERBOSE - [FFMPEG] - MFT attributes
Mar 24, 2019 21:54:14.015 [12988] VERBOSE - [FFMPEG] -    ff_MF_SA_D3D11_AWARE=1
Mar 24, 2019 21:54:14.015 [12988] VERBOSE - [FFMPEG] -    MFT_ENUM_HARDWARE_URL_Attribute='AA243E5D-2F73-48c7-97F7-F6FA17651651'
Mar 24, 2019 21:54:14.015 [12988] VERBOSE - [FFMPEG] -    {3aecb0cc-035b-4bcc-8185-2b8d551ef3af}='VEN_8086'
Mar 24, 2019 21:54:14.015 [12988] VERBOSE - [FFMPEG] -    {53476a11-3f13-49fb-ac42-ee2733c96741}=1
Mar 24, 2019 21:54:14.015 [12988] VERBOSE - [FFMPEG] -    MFT_TRANSFORM_CLSID_Attribute={4be8d3c0-0515-4a37-ad55-e4bae19af471}
Mar 24, 2019 21:54:14.015 [12988] VERBOSE - [FFMPEG] -    {e3f2e203-d445-4b8c-9211-ae390d3ba017}=1165381
Mar 24, 2019 21:54:14.015 [12988] VERBOSE - [FFMPEG] -    {f34b9093-05e0-4b16-993d-3e2a2cde6ad3}=0
Mar 24, 2019 21:54:14.015 [12988] VERBOSE - [FFMPEG] -    {f81a699a-649a-497d-8c73-29f8fed6ad7a}=1
Mar 24, 2019 21:54:14.015 [12988] INFO - [FFMPEG] - MFT name: 'Intel® Quick Sync Video H.264 Encoder MFT'
Mar 24, 2019 21:54:14.021 [12988] VERBOSE - [FFMPEG] - MFT supports ICodecAPI.
Mar 24, 2019 21:54:14.021 [12988] VERBOSE - [FFMPEG] - input types:
Mar 24, 2019 21:54:14.021 [12988] VERBOSE - [FFMPEG] - (need to set output type 1)
Mar 24, 2019 21:54:14.021 [12988] VERBOSE - [FFMPEG] - output types:
Mar 24, 2019 21:54:14.021 [12988] VERBOSE - [FFMPEG] - output type 0:
Mar 24, 2019 21:54:14.021 [12988] VERBOSE - [FFMPEG] -    MF_MT_MAJOR_TYPE=MFMediaType_Video
Mar 24, 2019 21:54:14.021 [12988] VERBOSE - [FFMPEG] -    MF_MT_SUBTYPE=MFVideoFormat_H264
Mar 24, 2019 21:54:14.021 [12988] VERBOSE - [FFMPEG] - output type 1:
Mar 24, 2019 21:54:14.021 [12988] VERBOSE - [FFMPEG] -    MF_MT_MAJOR_TYPE=MFMediaType_Video
Mar 24, 2019 21:54:14.021 [12988] VERBOSE - [FFMPEG] -    MF_MT_SUBTYPE={5d0ce9dd-9817-49da-bdfd-f5f5b98f18a6}
2

Always best to upload full logs zip
See https://support.plex.tv/articles/200250417-plex-media-server-log-files/

Looking at the uploaded crash reports for your account, I can see lots of crashes in mfx_mft_h264ve_32.dll

Are you by any chance runnning the server headless or as a service or scheduled task?

There is incompatibility between running in that mode and Transcoder Hardware Acceleration. Only option is not to run as service/headless or to disable hardware accleration

4

I think I’m just running it normally. How do I check if it’s running headlessly or if it’s as a service/scheduled task? Should I turn off the “Start Plex Media Server at Login”-option in the taskbar tray?
Do you want me to provide the full logs, or were you able to get the necessary information from the crash reports and the logs I’ve already provided? I’m seeing my email address in the in the log file, so I’m not sure if I want to share it publicly just in case it contains any other information I don’t want the entire world to see.

5

yes please for full logs zip - send it to me by Private Message

we have only seen the crashes i am seeing on our crash reporting system for servers running headless or as service

Example would be launching Plex Media Server in an RDP session

6

This topic was automatically closed 90 days after the last reply. New replies are no longer allowed.

7

@Mr_Democracy We are expecting these Intel h264_qsv encoder crashes to have been fixed by the ffmpeg update which has been released in Plex Media Server beta 1.17.0.1709-982421575

If not, please raise a new forum topic with server logs after a crash

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