Server Version#: 1.25.2.5319
Player Version#: latest
Hey there
So I’ve been having issues reproducing the latest Matrix movie in 4K HDR HEVC 18.5Mbps on my Apple TV 4K, when I try to play it, it stuck at the spinning wheel forever and it will start playing just the audio of the movie, while still at the spinning wheel.
In the dashboard the movie is in direct play, not transcoding, and I can play it fine on both my Ipad Pro and on my Iphone 12 Pro and PC (although if I skip or scrub, the image of the movie “crashes” and then it’s only audio untill I restart the stream).
I cannot send logs now due to problems in Plex API now, I cannot log in in the Plex tv app to get the logs. Bellow you find the plex file info.
I’ve already tried to use the old player, and changing to several apple TV picture settings (4K, 4K HDR, 4K Dobly Vision, etc), neither of them works.
I’ve found another file that this happens also, this time a TV show, same 4K HDR, but it was a MKV container. The first file I’ve had problems, was MP4, but this time is mkv, since this is only the container, I guess that it should be a problem with the codec or something. We need someone from Plex to take a look
I’ve been having the same issue for a good while now, with .mp4 files on the latest Apple TV 4k. They aren’t 4k content, but when I play them, I get audio and just a black screen with a spinning wheel. If I switch it to “Convert Automatically” instead of playing direct, it will then play fine.
I’ve tried a bunch of settings on both Apple and Plex but nothing has changed the behavior. The same videos play fine on other players/devices with no issue.
