Plex subtitles not working with new agent

Hi guys
I have a problem with the last version of Plex and the new movie agent scraper.
I have my movie collection set for years, and now my movies “lose” the subtitles
for example
I have the movie
Movie <-- Directory
Out For Justice (1991) <-- Directory
Out For Justice (1991).es.srt. <-- Subtitle file
Out For Justice (1991).mp4. <-- movie file
when I play this on my appleTv 4 last iOS version and last Plex app the file show no subtitle
Same with Roku last version

I did a refresh all metadata (for more than 6000 movies)
most all my files are mp4 container or mkv (the mp4 have NO metadata inside)

The movie library are set:
Scanner : Plex Movie
Agent: Plex Movie

I don’t now what else to do can some one help me with this ?

The PMS version is 1.20.0.3181-0800642ec
Br

But the subtitle is there
A4117F79-4C9B-4A61-957D-4834106B0D81

I have more than 6000 movies, for years, this stop working now and is really annoying .
Can please some one tell me how to fix this ?

I also have this problem which makes the new agent unusable when it comes to movies with subtitles.

Only solution ATM is to move the library back using the legacy plex agent.

Could you refresh metadata for that item and then send me your logs? (Settings -> Troubleshooting -> Download Logs)

@drzoidberg33 In the interest of helping I have moved my movie library back over to the new agent and refreshed all the data.

What I done is the following to hopefully get you a clean set of logs …

  • upgrade movie library to use new agent
  • scanned library and refreshed all meta data
  • stopped plex server deleted logs and started plex again
  • scanned library and refreshed all meta data (again just to be sure)

problem reproduced again where some movies would defect my eng.srt files and others would not. So I then

  • manually refreshed a movie which correctly detected the srt files (The Old Guard (2020).mp4 & The Old Guard (2020).eng.srt)
  • manually refreshed a movie which is not detecting the srt files (Dawn of the Planet of the Apes (2014).mp4 & Dawn of the Planet of the Apes (2014).eng.srt)

logs attached below for reference. Let me know if you need anything else.

Plex Media Server Logs_2020-08-13_13-33-50.zip (2.3 MB)

BTW… this is really painful to manual fix after this happens as all movies with srt need to be manually set again once switching back to the legacy agent.

Thank you for the effort!

I can see the subtitles getting picked up and saved to the media bundle so it must be something else causing it - would you mind sending me a DM with a copy of your database?

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Sure – tried sending the db via DM but it won’t upload – guess its too big.

fyi… keeping this thread updated – I have successfully uploaded a new set of logs and my db to @drzoidberg33 directly so hopefully the issue can be identified.

Sorry about the delay here are my logs and DB dump
Hope that helps
Plex Media Server Databases_2018-07-11_15-15-16.zip (22 Bytes) Plex Media Server Logs_2020-08-16_21-54-15.zip (1.6 MB)

again
D44C5858-2F25-4286-9BCB-0E57AFB7391E
This goin to the point to be Plex useless


I think instead to add “new features” Plex should do the basic thing wright
play a movie or tv show, pickup the subtitle and transcode if needed
The rest I don’t care
What’s the point to normalise file names put all in place if the system fail ???
Hope you can fix this
Br

Thanks for the reports - @anon5074910 sent me database and logs last week and I’ve tracked down the issue. Will try and get this fix in for the next beta.

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Here are additional logs if helpful. I’m having the same issue.

Plex Media Server Logs_2020-08-18_15-43-46.zip (6.0 MB)

Thanks, your logs show that this is the same issue which has been addressed in 1.20.1 - essentially the movie file has changed at some point between originally being scanned into your library and now but we never updated the hash in our database.

With 1.20.1 we’ll ensure the hash gets updated during analysis - so with these movies you’ll just need to run an analyze and possibly refresh the metadata afterwards or you could analyze the entire library to ensure all hashes are updated.

Will that change something related to the Unknown subtitle issue?

Unknown subtitle shows when we cannot determine the language - you should have subtitles named exactly like the movie with the language code at the end like:

/mnt/movies/The Movie (2020)/The Movie (2020).mkv
/mnt/movies/The Movie (2020)/The Movie (2020).en.srt
or
/mnt/movies/The Movie (2020)/The Movie (2020).eng.srt
or
/mnt/movies/The Movie (2020)/The Movie (2020).en.forced.srt

I have all my movies and TV-show with subtitles in that format for years.
An now stop to work, please fix that
Plex need to be work as expected
then you can show all the feature that you want.
I can’t understand how you can explore and analyse a directory see a file movie.mp4 and you can’t see the other file movie.es.srt.
Please fix this

And again
Note the info show the subtitle, and Plex say there is no subtitle

CD5EA01A-F19A-4D99-826C-5C9AD629E896

He said it is fixed in 1.20.1. That should be out in the next few days.

{edited out incorrect info)

@BigWheel that won’t work yet - only in 1.20.1.

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oh ok