Plex stops playing any kind of movies after the Plex firmware update on Sony TV

Plex Media Server NAS & Devices
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1

Before the recent update of Plex app all videos/movies from my QNAP NAS Plex Media Server v1.32.5 was running fine on the Sony TV Model#: KD-55X85J

Server Version#: 1.32.5.7349

Below a sample of a movie file:

Media

  • Duration 1:37:17
  • Bitrate 4862 kbps
  • Width 3840
  • Height 2160
  • Aspect Ratio 1.78
  • Video Resolution 4K
  • Container MKV
  • Video Frame Rate 24p
  • Audio Profile he-aac
  • Video Profile main 10

Part

  • Duration 1:37:17

  • File Venom.Let.There.Be.Carnage.2021.2160p.10bit.HDR.DV.BluRay.8CH.x265.HEVC-PSA.mkv

  • Size 3.31 GB

  • Audio Profile he-aac

  • Container MKV

  • Video Profile main 10

  • Codec HEVC

  • Bitrate 4562 kbps

  • D O V I B L Compat I D 1

  • D O V I B L Present true

  • D O V I Level 6

  • D O V I Present true

  • D O V I Profile 8

  • D O V I R P U Present true

  • D O V I Version 1.0

  • Bit Depth 10

Sony TV details:
Model#: KD-55X85J
BRAVIA VH2
9.29.1.3463
Plex for Android (TV)
BRAVIA 4K VH2

QNAP NAS:
Model:TS-453D
Current firmware version:QTS 5.1.1.2491

I have attached screenshot what happen when I click “Play” and it does not display any video on the TV?

IMG-2929
IMG-2929816×612 145 KB

May I know if there is some kind of settings that changed on the recent firmware update that stopped playing any kind of videos on the TV from my Plex Media Server ?

I have already tried the below steps:

Restarted my QNAP NAS
Restarted my home internet router
Restarted the Sony TV
Turned off the Sony TV from wall socket waited for an hour and turn back on and click on Plex app and still does not display any videos?
All previous settings on the Plex app is still the same, I have nothing changed since all was working fine before this recent update of Plex app

Thank you in advanced to resolve my issue!

PlexServer

2

@Plex Support Team, @dane22 @sa2000 can you please help on the above issue and any how to fix this issue?

3

I suggest installing the current versions and getting diagnostics from the Plex for Android app on the Sony TV and the Plex Media Server debug server logs and then we can start an investigation

At this moment

Run with debug server logging enabled
Do the playback for this video
Note down the time and get a screen photo again
Download the Plex for Android app logs - see Android, Android TV, Fire TV, Portal Logs | Plex Support
Download the Server Logs

Attach both sets here

(Note - if a later version of Plex Media Server gets released before you do the test, please use that instead of 1.32.5.7516)

4

Hi @sa2000

As requested:

  • The Plex Media Server Version 1.32.5.7516

  • Plex for Android TV app 9.31.0.3817

  • Video played at 09-23 10:31

  • See attached screenshot

    IMG-2944
    IMG-2944816×612 395 KB

  • Attached Android app logs and Server logs.

logging.txt (4.0 MB)

Plex Media Server Logs_2023-09-23_10-38-59.zip (3.3 MB)

Let me know if you need any further details.

Thank you.

5

Thank you for the logs

Are you able to give us zip of the mkv file - eg shared on google drive ? you can send me a link by Private Message

You mentioned that the issue arose after updating Plex firmware on the Sony TV - do you mean Sony TV Firmware or the Plex for Android app ? - any details ?

6

I meant when I updated Plex Media Server firmware and Plex app on TV somehow it broke to view video mkv files on the Sony TV.

PM you the google link.

7

There is no Plex Media Server firmware - do you mean the Plex Media Server on the QNAP NAS ? Do you recall after which version?

Do you recall which update of the Plex for Android app ? date / version?

Thank you - i am referring it to the Plex for Android development team

8

@sa2000
Yes Plex Media Server on the QNAP NAS
Sorry cant remember what versions was it before working fine, as it keeps changing whenever there is new update. I assume you would know which was the previous version for both Plex Media Server and Plex app for TV…

9

You mentioed version 1.32.5.7349 in your first post here

Prior to this version, we had the following public releases

1.32.5.7328
1.32.4.7195
1.32.3.7192

i will send you links for 1.32.5.7328 and 1.32.4.7195

Please try each of them and let me know if the problem remains with this video

10

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