PLEX Media Server On QNAP Server Cannot Stream To Remote Users With Updated Software

Plex Media Server NAS & Devices
1

Server Version#: Anything above “1.14.1.5488” will not work for remote user access.
Player Version#: Does not matter
I have found that anything above “1.14.1.5488” will NOT work on my QNAP TVS-671 server for my remote users.
I also found that “1.14.1.5488” or any update above it will NOT work with QNAP’s latest “4.3.6.0895” firmware.
I had to step back to the prior release of “4.3.6.0867” firmware.

My QNAP TVS-671 server has an Intel i7 with 16 GB of memory.
I had been happily upgrading my PLEX server software along with my QNAP firmware for years with no issues.
If I upgrade to any of the 1.15 updates my remote users get a green screen but can hear the audio. I think that this is related to the software that transcodes my MKV files for my remote users devices. One was a ROKU and another was an Apple TV.
It is important to note that I can play in my home network with the latest updates from both QNAP and PLEX but my remote users absolutely cannot.
QNAP helped me remove some Malware earlier today.
Do I need to do a clean install of PLEX?
If I do, how do I preserve all of my user data?
I spent a lot of time setting up all of my users.
Thanks to anyone that can give me some insight as to what can be causing this.

2

Hi,
I understand from some of my colleagues you asked them for help?

Being able to play locally but not remote tells me a lot. It tells me the basics are working.
It also tells me we should now focus on the port forwarding through your modem/router’s firewall into the QNAP. Are you using any QNAP firewall software in addition to the modem ?

3

No, QNAP added Malware Remover yesterday but it is working with my current PLX verison - “PlexMediaServer_1.14.1.5488-cc260c476_x86_64.qpkg”.

Anything above this release will green screen for my remote users.

“TVS-X71_20190328-4.3.6.0895” QNAP’s latest firmware is incompatible with my current PLEX version and all of your 1.15 releases - I tried all 3.

I have also enabled Port Trunking which is supported by my HP switch within my QNAP server - please see attachment.

I have given my QNAP server a static IP address.

I have not enabled VLAN (802.1Q)

For My PLEX Media Server I have it select bond0 (102.168.86.38) within PLEX.

For the Transcoder I have selected “use hardware acceleration when available”

Remote users can read my movie menus and then get audio but there is a green screen for the video once I upgrade to 1.15.

There is something in these new 1.15 qpkg files that affects the transcoding for remote users.

I am using 4K MKV files and some 1080p MKV files.

I would really love to get a sense of what could be causing it.

Thank you for your help on this.

MODERATOR EDIT: Image removed for personal privacy.

5

I should add that I am using 4K H.265 10 bit via DVDfab for my Movies.
It has worked well for me for some time.

I don’t know if that is difficult to transcode?

I do know that whenever I try to Optimize within PLEX that it fails.

6

You have an issue which should be resolved first.

  1. By selecting bond0 on that address, there is no remote connection.
  2. You should have Bond0 be the 192.168.x.x address.
  3. Bond0, being on your LAN, will then go out through your router.

Regarding transcoding problem, I will need to see the logs:

Please create a test case for me.

  1. Settings - Server - General - DEBUG logging on - VERBOSE logging off - SAVE
  2. Start Playback
  3. Play 30 seconds or until failure
  4. Wait 30 seconds
  5. Settings - Server - Troubleshooting - Download Logs
  6. Attach the ZIP file it gives you here with your next post.
1 Like
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For the Network Bond0 (192.168.x.x) is correct - I had a typo when I entered 102.168.
The only other option is Any.
The Bond0 address that it is selecting is the static IP of my PLEX server.
I will update my PLEX Server software and then ask a user to try it remotely.Plex Media Server Logs_2019-04-16_17-25-53.zip (2.5 MB)

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The previous log file should show 2 people that had green screened. One offered that there was pix elating.

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One remote user can watch an older movie that was encoded in H.264 with your latest PLEX Server code. What did you change with the new releases that would affect an H.265 10 bit encoded movie? 1.14 can play it without issues.

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Kindly do it again and please follow my instructions.

VERBOSE logging OFF.

Apr 16, 2019 17:25:52.296 [0x7f839ce31700] VERBOSE -  * User-Agent => Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/73.0.3683.103 Safari/537.36
Apr 16, 2019 17:25:52.296 [0x7f839ce31700] VERBOSE -  * Accept => text/html,application/xhtml+xml,application/xml;q=0.9,image/webp,image/apng,*/*;q=0.8,application/signed-exchange;v=b3
Apr 16, 2019 17:25:52.296 [0x7f839ce31700] VERBOSE -  * Referer => http://192.168.86.38:32400/web/index.html
Apr 16, 2019 17:25:52.296 [0x7f839ce31700] VERBOSE -  * Accept-Encoding => gzip, deflate, br
Apr 16, 2019 17:25:52.296 [0x7f839ce31700] VERBOSE -  * Accept-Language => en-US,en;q=0.9
Apr 16, 2019 17:25:52.296 [0x7f839ce31700] VERBOSE -  * X-Plex-Token => xxxxxxxxxxxxxxxxxxxx
Apr 16, 2019 17:25:52.296 [0x7f839ce31700] VERBOSE -  * X-Plex-Token => xxxxxxxxxxxxxxxxxxxx
Apr 16, 2019 17:25:52.296 [0x7f839ce31700] DEBUG - Diagnostics: Building logfile zip
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OK maybe I did not hot save.
How do I clear the log data?

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Here is the non Verbose log file - sorry for the large one.Plex Media Server Logs_2019-04-16_17-55-08.zip (2.8 MB)

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Your i7 processor is an older one i7-4790s.
It will not HW transcode HEVC.

It appears 1.15.4 is not falling back to SW transcoding. That CPU will be hard pressed to handle HEVC in software too.

Do you have PMS 1.14.1.5488 on your system somewhere? If so, Install it on top of the existing (overwrite 1.15.4)

Apr 16, 2019 17:54:05.572 [0x7f82de4f6700] DEBUG - Started session successfully: 9056f2a4-34b2-4cdb-9760-8bd0398b286f-1
Apr 16, 2019 17:54:05.572 [0x7f83c7250700] DEBUG - Completed: [127.0.0.1:57390] 204 PUT /video/:/transcode/session/9056f2a4-34b2-4cdb-9760-8bd0398b286f-1/60ceb7cb-9c2f-4471-8911-0b5d5359ae85/progress?duration=7774.048000 (29 live) 0ms 174 bytes (range: bytes=0-) 
Apr 16, 2019 17:54:05.574 [0x7f82dd362700] ERROR - [Transcoder] [hevc @ 0x1b0be00] No support for codec hevc profile 2.
Apr 16, 2019 17:54:05.575 [0x7f839f735700] ERROR - [Transcoder] [hevc @ 0x1b0be00] Failed setup for format vaapi_vld: hwaccel initialisation returned error.
Apr 16, 2019 17:54:05.575 [0x7f83c458e700] DEBUG - [TranscodeOutputStream] Input processing thread started at offset 0 for -1 bytes.
Apr 16, 2019 17:54:05.579 [0x7f83c6f62700] DEBUG - Auth: authenticated user 1 as bwarner95073
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Yes I do.
This is the version that has been working for me.
I have gone back to it.
Does that mean that I should NOT use H.265 and go back to H.264?

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You cannot HW transcode HEVC on that NAS. It has no HW support for it.
It can do software, just not hardware.

There is a bug, which I’ve submitted.

PMS should automatically detect the CPU can’t do HEVC in Hardware and switch to Software.
It is not doing so in this version. This is the bug and why I wrote it up

16

OK thank you for your help!
I don’t know if I can get a newer processor for that machine.
I had upgraded to the one that I have been using.
Do you know what i7 I would need for hardware transcoding?

I don’t believe that I have a graphic card upgrade path either.
Thank you again for your help.

17

Your i7-4xxx is good for H.264 HW transcoding. It’s a pretty good one.

You would need a TVS-1282 for an i7-7700
or
a TS-453Be (which is good except it isn’t an i7 and struggles with subtitles)

You need to be careful about what you’re loading into it. Stick with H.264 and you will be ok regardless what PMS does

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