For Media info see the support article I linked. It is not media info app but what Plex provides as the media info - text and xml . I suggested the view xml option
Select all displayed xml text and save into text file
You can add sample to Plex - just do not have the word “sample” in the file name
For mkv you can use mkvtoolnix tools to produce sample
See https://support.plex.tv/articles/201035968-generating-sample-files-from-media/
@sa2000
So, heres the logs and xml’s (attatched to the post)
.
Unfortunately the sample file is around 3GB, so i have to upload it somewhere (i dont have dropbox).
I’ll find someplace to upload it and i’ll post the link to you in a private message as you said.
@mjewl said:
Unfortunately the sample file is around 3GB,
That is too big. Is that for a 5 minute clip? You could reduce to 30 second clip and see how big it would be
@sa2000
yes, thats for 5minutes.
You need me to remake all the logs and xml?
Or can i just get you a 30 second clip of the same hevc movie?
EDIT:
Made a 30 second sample now, its around 250MB. Is that ok?
@mjewl said:
yes, thats for 5minutes.
You need me to remake all the logs and xml?
Or can i just get you a 30 second clip of the same hevc movie?
I should have said at the beginning that sample would need to be the smallest we can bring the error with. 20 second sample might be ok as well. it would be redoing the media xml and one set of logs to show it fails in same way.
Ok, ill be redoing the xml and logs for the hevc with the subtitles, so it fails.
with the 30 second clip (~250mb size)
Ok, lets try this again then. 
heres the new logs and xml for HEVC sample when subtitles are enabled. So it fails.
I’ll send you a link to the new sample file in private message.
Thank you @mjewl
any news on this issue? When will you fix the bug?
I am having the same issue.
I also don’t see much activation of the GPU during transcoding of 4K HEVC videos, either.
I have an Intel NUC with Windows 10 64-bit
CPU: Kaby Lake Intel i7-7567U 3.5 GHz
Integrated GPU: Intel Iris Plus Graphics 650 (https://www.notebookcheck.net/Intel-Iris-Plus-Graphics-650.190370.0.html) which supposedly has the ability to decode/transcode h.265/HEVC
Ram: 32 GB
Not a beast of a system I know, but it should be adequate by spec.
My bandwidth ranges from 500 Mbps to 880 Mbps.
And with Plex hardware acceleration checked off, Transcoder quality to “Make my CPU hurt”, these videos still stutter on both the Chrome web client on my computer (not a 4k display), and the Plex client on my 4K Tivo on a 4K TV. Both in transcoding to lower 1080p (computer screen) or playing original quality (4K Tivo on a 4K LG TV).
The CPU is cranking at 100% and the iGPU is only at 3%. Why is Plex not utilizing the GPU?
Why is Plex choking on HEVC direct playback and transcoding?
Ok did some testing. Updated all drivers on the NUC, and did a reboot. This morning for the first time the iGPU was utilized while playing a x265 video, and the buffering/stuttering stopped. Weird thing is none of the updates were graphic chip drivers, it was all wifi and bluetooth driver updates.
But after testing multiple videos it seems that Plex’s utilization of the iGPU is completely random.
x265/HEVC 4K video (2 different ones, same result)
mkv container
Main 10@L5.1
Bit Rate 11.2/13.7 Mb/s
And what’s strange is when I fast forwarded to the end of this same video, the GPU stopped being utilized, and again the CPU maxed out to 100% and again some buffering occurred.
===============================================
x264 iphone video, mov container
1920x1080m 60 FPS
Baseline @4.2
my h264 maximum level is 4.1 on the Tivo Plex Client, so I’m not sure if that’s the cause?
Will try setting the level to 4.2 and see what happens.
But 100% CPU usage, no GPU usage, with occasional buffering.
This same video played through the Chrome Web Client, causes only a 13% CPU usage, still no GPU usage, smooth playback, no buffering.
===============================================
x264
Baseline@4.1
1920x1080m 29.9 FPS
drop in CPU usage.
Still no GPU usage, but no buffering, smooth playback.
================
Plex’s implementation of hardware acceleration is all over the place.
What it all comes down to, is that if Plex consistently utilized the iGPU (and probably any dedicated GPU consistently) you would probably get smooth playback on any x264 or x265 video.
Plex Media Server beta release 1.17.0.1709 which has an updated Plex Transcoder ffmpeg should resolve the following error
[h264_qsv @ xxxxxx] Error during encoding: device failed (-17)
Release Notice here Plex Media Server
