Plex not playing 4K from Google Pixel XL 2 but plays from GoPro and UHD BluRay rips

server-nvidia-shield

#1

All of my family members are having issues on their Shield playing 4K videos that I uploaded to my server, recorded from a Google Pixel XL 2 set to 4k UHD. Only these 4K videos do not play. Other 4k videos from GoPro and 4K Blu-ray rips in MKV container work. I can't figure out why only these videos from this phone are unplayable.

The error they receive is "Playback has stopped because the connection to Plex Media Server has been lost."

Server is a Dell PowerEdge with Xeon e5 processor and 64GB ram hosted on a gig fiber connection. One client is on gig fiber, same ISP, the other is on 300mbps coax. The PMS version is 1.13.2.5102

Update: The issue exists when trying to play the same media on a Shield on the same local network as the server. Shield client version 6.17.0.4824 (b2e10411)

Below is the media details of the file:
<MediaContainer size="1" allowSync="1" identifier="com.plexapp.plugins.library" librarySectionID="9" librarySectionTitle="Adelyn" librarySectionUUID="3d3de722-6d05-4412-bae5-8c55a8e16663" mediaTagPrefix="/system/bundle/media/flags/" mediaTagVersion="1527159020">
<Video ratingKey="1203488" key="/library/metadata/1203488" guid="com.plexapp.agents.none://2e46938302e0eda782005d6ef51883fde2a2ba4e?lang=xn" librarySectionTitle="Adelyn" librarySectionID="9" librarySectionKey="/library/sections/9" type="movie" title="VID_20180512_131912" summary="" year="2018" thumb="/library/metadata/1203488/thumb/1527469418" art="/library/metadata/1203488/art/1527469418" duration="146946" originallyAvailableAt="2018-05-12" addedAt="1527468927" updatedAt="1527469418" createdAtAccuracy="epoch,local" createdAtTZOffset="0">
<Media videoResolution="4k" id="2400139" duration="146946" bitrate="48127" width="3840" height="2160" aspectRatio="1.78" audioChannels="1" audioCodec="aac" videoCodec="h264" container="mp4" videoFrameRate="NTSC" optimizedForStreaming="1" audioProfile="lc" has64bitOffsets="0" videoProfile="high">
<Part accessible="1" exists="1" id="2400149" key="/library/parts/2400149/1526152752/file.mp4" duration="146946" file="\\NETWORKSTORAGE\Video\Adelyn\VID_20180512_131912.mp4" size="884014821" audioProfile="lc" container="mp4" has64bitOffsets="0" indexes="sd" optimizedForStreaming="1" videoProfile="high">
<Stream id="4307050" streamType="1" default="1" codec="h264" index="0" bitrate="48010" language="English" languageCode="eng" bitDepth="8" chromaLocation="left" chromaSubsampling="4:2:0" colorPrimaries="smpte170m" colorRange="pc" colorSpace="smpte170m" colorTrc="smpte170m" frameRate="30.025" hasScalingMatrix="0" height="2160" level="51" profile="high" refFrames="1" streamIdentifier="1" width="3840" displayTitle="English (H.264 High)"/>
<Stream id="4307051" streamType="2" selected="1" default="1" codec="aac" index="1" channels="1" bitrate="117" language="English" languageCode="eng" audioChannelLayout="mono" profile="lc" samplingRate="48000" streamIdentifier="2" displayTitle="English (AAC Mono)"/>
</Part>
</Media>
<Extras size="0"></Extras>
</Video>
</MediaContainer>


#2

The only difference between the XML of the Google Pixel XL 2 and the GoPro is that the GoPro videos have:
Web Optimized No
Color Primaries bt709
Color Space bt709
Color Trc bt709
Channels Stereo
Audio Channel Layout stereo

Here is the XML of the working GoPro video:
<MediaContainer size="1" allowSync="1" identifier="com.plexapp.plugins.library" librarySectionID="9" librarySectionTitle="Adelyn" librarySectionUUID="3d3de722-6d05-4412-bae5-8c55a8e16663" mediaTagPrefix="/system/bundle/media/flags/" mediaTagVersion="1527159020">
<Video ratingKey="1203490" key="/library/metadata/1203490" guid="com.plexapp.agents.none://9ce59046f1d5816252be1b442a22ddaf34e5f1bb?lang=xn" librarySectionTitle="Adelyn" librarySectionID="9" librarySectionKey="/library/sections/9" type="movie" title="GOPR0242_1526322612762_high" summary="" year="2018" thumb="/library/metadata/1203490/thumb/1527469388" art="/library/metadata/1203490/art/1527469388" duration="147080" originallyAvailableAt="2018-05-14" addedAt="1527469375" updatedAt="1527469388" createdAtAccuracy="epoch,local" createdAtTZOffset="0">
<Media videoResolution="4k" id="2400141" duration="147080" bitrate="60120" width="3840" height="2160" aspectRatio="1.78" audioChannels="2" audioCodec="aac" videoCodec="h264" container="mp4" videoFrameRate="NTSC" optimizedForStreaming="0" audioProfile="lc" has64bitOffsets="0" videoProfile="high">
<Part accessible="1" exists="1" id="2400151" key="/library/parts/2400151/1526323265/file.MP4" duration="147080" file="\\NETWORKSTORAGE\Video\Adelyn\GOPR0242_1526322612762_high.MP4" size="1105310489" audioProfile="lc" container="mp4" has64bitOffsets="0" indexes="sd" optimizedForStreaming="0" videoProfile="high">
<Stream id="4307054" streamType="1" default="1" codec="h264" index="0" bitrate="59934" language="English" languageCode="eng" bitDepth="8" chromaLocation="left" chromaSubsampling="4:2:0" colorPrimaries="bt709" colorRange="pc" colorSpace="bt709" colorTrc="bt709" frameRate="29.970" hasScalingMatrix="0" height="2160" level="51" profile="high" refFrames="1" streamIdentifier="1" width="3840" displayTitle="English (H.264 High)"/>
<Stream id="4307055" streamType="2" selected="1" default="1" codec="aac" index="1" channels="2" bitrate="138" language="English" languageCode="eng" audioChannelLayout="stereo" profile="lc" samplingRate="48000" streamIdentifier="2" displayTitle="English (AAC Stereo)"/>
</Part>
</Media>
<Extras size="0"></Extras>
</Video>
</MediaContainer>


#3

A side note, but different all of my 4k content won't play on any devices except for my shield on my local network using direct play. I used to be able to play them all via Web/Phone/Console and more. But now nothing plays... Maybe problem with latest server update?


#4

That's interesting. I am able to play all my 4k content on all devices, (shield, Android, iOS) but only the videos from the Google Pixel XL 2 won't play on the shield. They play everywhere else on direct play, locally or outside of network with no issues.

I can force transcoding and it works on the shield but I can have 8 streams at once during peak times and a 4k transcode kills the CPU, so I need direct play to work on the shield.


#5

Issue no longer exists after upgrading the shield to v 7.0.1.