Problems with Direct Play when using subtitles on a variety of devices

Plex Players Streaming Devices
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Plex Media Server: 1.32.5.7349 (Docker via Ubuntu 22.04)
Hardware Transcoding: Intel GPU & Software tested

Currently, on a variety of clients where the media actually works in Direct Play, I’m having the problems that as soon as subtitles are enabled, the video either quits right at the beginning or just in the middle (not always) with an error. When I play the video without subtitles it works, as well as when it is transcoded.

The problem occurs not only with this file, also with others, this is just an example.

The following log output is generated for this purpose:

Aug 10, 2023 13:30:03.521 [140098200496952] Fehler — [Req#559644] Unable to find client profile for device; platform=webOS, platformVersion=5.4.3, device=webOS 5.4.3, model=OLED65CX3LA
Aug 10, 2023 13:30:07.867 [140098274954040] Info — [Req#5596ce] [Plex for LG] [XXX:XXX]   videoStream: {
  "id": 1666128,
  "streamType": 1,
  "default": true,
  "codec": "hevc",
  "index": 0,
  "bitrate": 7519,
  "bitDepth": 10,
  "chromaLocation": "left",
  "chromaSubsampling": "4:2:0",
  "codedHeight": 808,
  "codedWidth": 1920,
  "colorPrimaries": "bt709",
  "colorRange": "tv",
  "colorSpace": "bt709",
  "colorTrc": "bt709",
  "frameRate": 23.976,
  "height": 802,
  "level": 123,
  "profile": "main 10",
  "refFrames": 1,
  "width": 1918,
  "displayTitle": "1080p (HEVC Main 10)",
  "extendedDisplayTitle": "1080p (HEVC Main 10)"
}
Aug 10, 2023 13:30:07.867 [140098274954040] Info — [Req#5596ce] [Plex for LG] [XXX:XXX]   audioStream: {
  "id": 1666129,
  "streamType": 2,
  "selected": true,
  "default": true,
  "codec": "eac3",
  "index": 1,
  "channels": 6,
  "bitrate": 256,
  "language": "Deutsch",
  "languageTag": "de",
  "languageCode": "deu",
  "audioChannelLayout": "5.1(side)",
  "samplingRate": 48000,
  "title": "German",
  "displayTitle": "Deutsch (EAC3 5.1)",
  "extendedDisplayTitle": "German (Deutsch EAC3 5.1)"
}
Aug 10, 2023 13:30:07.867 [140098274954040] Info — [Req#5596ce] [Plex for LG] [XXX:XXX]   subtitleStream: {
  "id": 1666131,
  "streamType": 3,
  "selected": true,
  "codec": "srt",
  "index": 3,
  "bitrate": 0,
  "language": "Deutsch",
  "languageTag": "de",
  "languageCode": "deu",
  "title": "German (Forced)",
  "displayTitle": "Deutsch (SRT)",
  "extendedDisplayTitle": "German (Forced) (Deutsch SRT)"
}
Aug 10, 2023 13:30:14.926 [140098211531576] Error — [Req#5597f8] [Plex for LG] [XXX:XXX] [Subtitles: Connection Monitor] An unknown error ocurred: <html><head><title>Bad Request</title></head><body><h1>400 Bad Request</h1></body></html>

The “Bad Request” occurs three times, then the stream stops.

If I set “Burn in subtitles” to “Always”, it works of course, as it then transcodes.

Does anyone have an idea how to solve this problem or is this a general problem with the client or the current server software?

Conversion failed playback error when subtitles are over (usually at the end)
2

It seems that there is a problem with the transcoder, even though it is “Direct Play”:

“Jobs: ‘/usr/lib/plexmediaserver/Plex Transcoder’ exit code for process 3562 is -11 (signal: Segmentation fault)”.

The whole thing happens also under the current beta (1.32.6.7371)

I did a downgrade and found that the problem did not exist in “1.31.2.6810”.

4

Update: I was able to isolate the problem. The problem has arisen from version “1.32.1.6999-91e1e2e2c” to “1.32.2.7100-248a2daf0”. (Plex Media Server - #580 by chris_decker08)

@OttoKerner @chris_decker08 Can you help address the problem to the right team?

5

Thanks for the feedback

1 Like
6

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