Plex losing subtitle while playing

General Discussions
302

I rolled my Nvidia Shield Plex app back to: 1.12.1.4885, set the Plex to burn subs with the video and it played all the way through a 1 hour show for the 1st time. Yea!!!

303

I just wanted to add that subtitles still disappear when using auto quality on the web player (chrome) even on the latest pms.

Will the new transcoder upgrade solve this?

304

Same here. Espesially after pausing and continuing

305

@d2freak said:
I just wanted to add that subtitles still disappear when using auto quality on the web player (chrome) even on the latest pms.

Will the new transcoder upgrade solve this?

@skyvandreren said:
Same here. Espesially after pausing and continuing

A number of such issues have already been fixed
Would need similar investigation with diagnostics / logs to see why this is happening

What would be needed

It may be necessary to provide a sample file to use for reproducing the problem

306

I’ve been experiencing this problem for months, and each time I update my WD NAS PR4100 my fingers are crossed hoping it’ll finally be fixed. I installed the latest update today, but still an issue. I think it’s time I bite the bullet and roll back Plex to a version before this started happening. Thankfully I save all the previous updates.

Very disappointed. Plex devs seems more focused with adding completely irrelevant features I don’t use (eg streaming tv; I have a frigging tv! Adding collections in the default movie view, doubling most listings; I had to google how to disable) and fixing the invariable bugs with these features than in ensuring the primary functionality of the Plex I bought remains bug free.

307

@Luinnar - see the post immediately before yours. As stated, it’s been fixed for many. In order to replicate the issue for the few (or at least you) remaining, devs will need logs and samples as described.
Or, you could just complain and roll back, not helping get your issue resolved quicker as the devs did for many once samples and logs were provided.

308

@JamminR - Did 1.9 really introduce so many different bugs that break subtitles every 20-30 minutes? Enough of the people who said it was fixed come back later and say they experienced it again, which makes me pretty sceptical it’s actually been fixed for very many.

Frankly I was quite happy with the version before this bug was introduced. I only install the patches when they come out to get any security/bug fixes they might have. But now I wonder, why bother? I’ve not been interested in any of the new features with 1.9+, so why upgrade when they’re sure to introduce new bugs, especially when they directly effect the features I do use?

When I got my pr4100 at release, it worked great, then a few weeks later Plex provided an update that borked video quality by requiring it to use hardware transcoding. I was constantly trying the newest update, only to have to roll back when I found it still was still borked. I provided feedback on that, and it took almost one year for an update to finally provide a ‘beta’ option to disable hardware transcoding.

The issue doesn’t happen after 30 seconds of play; it’s not quick to replicate. I’m not interested in spending my time trying different browsers (I rarely use anything but the Plex app on my AndroidTV) or trying to identify exactly when subtitltes stop (I usually have subtitles on just to help with the occasional difficult dialogue, and don’t immediately notice when it stops), which seem to be requirements in the above.

I didn’t pay to become a beta tester and I’m not being paid to do QA. So, yeah, I’ve rolled this back to a version that works for me and has all the features I need. I’ll try the occasional update in the future until it’s finally fixed, and roll back when it isn’t.

309

@Luinnar - I understand your lack of wanting to do Plex’s job, however, Plex Pass users have always been, and likely will continue to be, beta testers.
I can’t find the archive.org listings of the old site, but at one time, that was an actual selling point of PlexPass, to be on the cutting edge, support the developers of Plex.
If no one contributes logs and replicant instructions to helping them, I can guarantee it may be years or more before something is fixed though.
Sad, but true, as Plex has tried to move from home brew to professional product.
Many of us feel lost, it’s outgrown homebrew sentiments (it’s difficult to be heard any longer), while often not feeling polished on different levels per release.

310

I know this thread is old by now, but it’s now been almost a year since the original bug with the subtitle appeared, and I’m still experiencing subtitle issues (I.E: Subtitles disappear at random intervals, on multiple different players like plex web, chromecast etc., and it happens on different video files as well, not isolated to just 1 ). These issues are not present in Plex 1.8.x

I’ve been searching the plex forums; Is there any general statement from the Plex people about this?Like for instance, is there a special type of subtitle they don’t support after plex 1.9 and up and do they ever expect to fix these bugs permanently?

Thanks :slight_smile:

2 Likes
311

Same, between this and the sync bugs it’s real disappointing and I regret buying plex pass.

312

This is a fairly major issue without any real progress. This makes me very suspicious of the continued longevity of Plex, and is the major reason I still haven’t purchased Plex Pass. When developers stop fixing issues, it usually means the beginning of the end.

1 Like
313

What is important for any such issue is for Plex team and development team to reproduce the problem and investigate and this can be done if exact details are provided and a media sample file is provided to be used to replicate the problem

Advice given earlier still holds

Saying there is a problem does not help in getting it addressed

314

glad i found this YEAR OLD THREAD with the same problem still rife across most if not all plex platforms.
Also glad i never wasted my money on a plex pass.

xbox one x app. Problem still exists every time (forced english) and i have to skip back each time the language is herdy flerdy. Even then, subs stop randomly seconds later.

Honestly, soooo sooo glad, i very nearly got a pass a couple of months back, £100+ i would want perfection. After all, all plex does is add metadata, and blatently keep track of all our stolen films and tv. One day the global powers that be will cotton on and shut the whole lot down anyway.

315

I have this issue on Xbox One X but this issue has only transpired within the last couple of months so I suspect a change has caused this as I’ve not changed any settings in the interim.

I have a plex pass and very happy with it. Think it was around £79 when I bought it around 5 years ago, bargain.

316

only last couple of months? then explain why this thread has over 300 replies since it started late 2017, plus there are many more threads covering same subject, that led me here, so i am pretty sure it is an ongoing issue for way longer. £79 bargain, i wonder what universe that is in. I think the brown nose fanboy “nothing wrong here” comments, here and everywhere, are not helpful and totally pointless.

317

A number of bugs that gave rise to loss of subtitles were investigated and fixed. Each one needed diagnostic information and logs and media samples to recreate the problems and find the bugs. These got fixed

There may be other causes that have not been investigated that give rise to loss of subtitles or there may be new bugs that crept in within the last few months

Whatever is the cause, diagnostics would be needed to investigate

See my last post Plex losing subtitle while playing

1 Like
318

I just want to add to the discussion. I had the same issue using unraid plex docker and xbox one client. I changed my transcoder quality settings from make my cpu hurt to automatic and it fixed the issue.

319

IM not sure if this mentioned yet. But for me the subtitles disappear when i switch to other subtitle on my Shield. I have to open the movie again every time i change the sub. How can a basic thing like this fail on a media server?

320

I have tried this and it was ok for the media files i tested with. I did have to press Play again but that just resumed from where it was at

Could you get me some diagnostics and if you can let me have a short clip that brings the problem on so we can try and reproduce the problem

Was the Shield used as player as well as server?

Could you get me media info xml of the video used to bring the problem
See https://support.plex.tv/articles/201998867-investigate-media-information-and-formats/
Copy the xml to a text file

and logs after you lose the subtitles and please indicate what time the subtitles were switched and what the outcome was

For logs ensure beforehand that the server debug logging is enabled
See https://support.plex.tv/articles/201643703-reporting-issues-with-plex-media-server/
and that network logging is enabled on the shield
Enable Network Logging See
https://support.plex.tv/articles/201573117-android-android-tv-fire-tv-logs/

and when the issue arises, note down the time and what was switched and on what video and collect the logs

For nVidia Shield Plex App see
https://support.plex.tv/articles/201573117-android-android-tv-fire-tv-logs/
For Plex Media Server logs see
https://support.plex.tv/articles/200250417-plex-media-server-log-files/

322

The shield is running latest version from google play. The server is running on a windows 10 machine.

Here are the logs
Plex Media Server Logs_2018-09-16_08-44-43.zip (3.8 MB)

I just played Jurassic world movie. The movie start with subtitle when I click on the cog icon and switch to different subtitle the subtitle will disappear and it feels like the button stopped working at all. The subtitles are in art format. Switching subtitles has never ever worked for me on plex.