Plex on Shield Not Playing 7.1 Files

Plex Media Server NAS & Devices
1

Hey There,

I had a file with x265 10b 7.1 and it was absolutely refusing to play on my Shield TV. It would sit at the loading circle forever and then it crashes my Plex app every single time. It will play on everything else (Plex for Android, VLC, Xbox One etc) but not the Shield itself.

I then noticed now any file I have with 7.1 is doing the same thing. If it helps, I noticed that if I change to a secondary audio (For example, commentary track AAC) the file boots right up and plays fine.

Version 1.13.4.5271

Thank you for your help.

2

What audio device do you have? Try enabling/disabling pass through audio in the advanced settings.

3

Have a 5.1 Vizio Soundbar. Tried disabling passthrough, didn’t do anything. Worth noting I’ve been using bluetooth headphones a lot lately but this wasn’t an issue as recently as like two weeks ago.

4

It could be an issue with your TV/Soundbar configuration if you are using HDMI ARC, this only supports 5.1 channel audio. When connecting your Shield directly to the TV via HDMI without the soundbar do you have the same issue?

5

My Soundbar isn’t through HDMI. It’s through optical. Also tried good old fashioned red and white cables, still won’t load the file and still crashes my Plex client.

6

Optical does not support 7.1 audio. You need to ensure the shield, Plex and TV settings are correct for your hardware, then there shouldn’t be any issues with playback

7

Right, but this isn’t even booting the video file, and it worked as recently as two weeks ago and has always worked with all my 7.1 files with no issues.

8

Also worth noting if I boot it up in another player such as MX Player, it plays the file completely fine, so it’s a Plex Client issue.

9

Can you post your logs?

10

New PMS update for Shield TV seems to have fixed this issue entirely. Thank you for your help however, @umaradam

11

@umaradam Spoke too soon. It’s broken again. I apologize as I’m new to this so I’m posting some logs. Please let me know if they’re incorrect or I need to upload other ones.

Plex Media Server.log (4.0 KB)
Plex Media Server.1.log (22.5 KB)
Plex Media Server.3.log (4.8 KB)
Plex Transcoder Statistics.5.log (5.0 KB)
Plex Transcoder Statistics.4.log (6.3 KB)
Plex Transcoder Statistics.2.log (3.0 KB)
Plex Transcoder Statistics.3.log (2.6 KB)
Plex Media Server.2.log (38.0 KB)
Plex Transcoder Statistics.1.log (13.5 KB)

12

Go to your library, select a few of the movies which are having this issue and select ‘Analyze’.

Wait for the process to finish, refresh your library and see if the issue persists.

13

Just tried, no dice. These files are now crashing any Plex app I play them on. Web browser, Android app, etc.

I will say I just got a 7.1 film to load fine, but the other two 7.1 files (one I’ve had for over a year, the other hasn’t worked since I added it about a week ago) will not open at all and will crash anything. They will open on VLC on my PC no problem.

14

Can you provide the XML for the file that worked and one that did not. not all 7.1 is the same. Is one dolby trueHD and other other DTSMA or similar?

15

Whilst video is trying to play. Press Stop and then play again immediate after.
Does it solve your problem.

16

No, unfortunately it doesn’t solve it.

I do keep getting this message on both these files

“Conversion failed. The transcoder exited due to an error.”

Here is the 7.1 XML that IS working

Here are the XMLs of the two giving me trouble.

and

17

I removed those links they had a token in them. please when hover on a movie poster click the ellipses on bottom right and choose Get info. in the window that open scroll a bit and you will see on the right column the audio info for the track

It will looks like this

Codec DCA
Channels 7.1
Bitrate 768 kbps
Language English
Audio Channel Layout 7.1
Bit Depth 24
Profile ma
Sampling Rate 48000 Hz
Display Title English (DTS-HD MA 7.1)

or click the view XML link on bottom left of that window and copy the contents of the page not the URL

18

Understood. Apologies on the noob move.

Here is the file that is working:
Codec HEVC
Bitrate 2816 kbps
Bit Depth 10
Chroma Subsampling 4:2:0
Color Range tv
Frame Rate 23.976 fps
Height 808
Level 4.0
Profile main 10
Ref Frames 1
Width 1920
Display Title Unknown (HEVC Main 10)
Codec AAC
Channels 7.1
Language English
Audio Channel Layout 7.1
Profile he-aac
Sampling Rate 48000 Hz
Display Title English (AAC 7.1)
Codec SRT
Language English
Title ENG
Display Title ENG (SRT)
Codec SRT
Language English
Title ENG SDH
Display Title ENG SDH (SRT)

Here is the first file that is not:
Codec HEVC
Bitrate 5128 kbps
Bit Depth 10
Chroma Subsampling 4:2:0
Color Range tv
Frame Rate 23.976 fps
Height 804
Level 4.0
Profile main 10
Ref Frames 1
Width 1920
Display Title Unknown (HEVC Main 10)
Codec AAC
Channels 7.1
Bitrate 606 kbps
Language English
Audio Channel Layout 7.1
Profile lc
Sampling Rate 48000 Hz
Display Title English (AAC 7.1)
Codec AAC
Channels Stereo
Bitrate 66 kbps
Language English
Audio Channel Layout stereo
Profile he-aac
Sampling Rate 48000 Hz
Title Commentary
Display Title Commentary (English AAC Stereo)

Here is the second file that is not:
Codec HEVC
Bitrate 4414 kbps
Bit Depth 10
Chroma Subsampling 4:2:0
Color Range tv
Frame Rate 23.976 fps
Height 800
Level 4.0
Profile main 10
Ref Frames 1
Width 1920
Display Title Unknown (HEVC Main 10)
Codec AAC
Channels 7.1
Bitrate 571 kbps
Language English
Audio Channel Layout 7.1
Profile lc
Sampling Rate 48000 Hz
Display Title English (AAC 7.1)
Codec AAC
Channels Stereo
Bitrate 66 kbps
Language English
Audio Channel Layout stereo
Profile he-aac
Sampling Rate 48000 Hz
Title Commentary
Display Title Commentary (English AAC Stereo)

19

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