Server Version#: 1.21.2.3943 (Running on an Intel NUC Ubuntu 20.04)
Player Version#: 4.51.1
Hi,
I noticed when I play HEVC files on Safari (M1 Mac mini with the latest Big Sur version) image freeze time to time. I tried with Firefox and I can’t reproduce the same issue. Seems to be a Safari issue only.
Any thoughts?
Need DEBUG log files ZIP, which capture the start of the playback, to see what’s happening.
Logs.zip (3.3 MB)
Thanks for your reply
Does this happen with every HEVC or only this one?
Your logs show me what looks like either:
All 5 of your logs are filled with:
Feb 02, 2021 23:07:36.055 [0x7f73f4ff9700] ERROR - [Transcoder] [Parsed_aresample_0 @ 0x1ed07c0] [SWR @ 0x1f6ed80] Failed to compensate for timestamp delta of 3671.020167
Feb 02, 2021 23:07:36.056 [0x7f73f4ff9700] ERROR - [Transcoder] [Parsed_aresample_0 @ 0x1ed07c0] [SWR @ 0x1f6ed80] Failed to compensate for timestamp delta of 3671.127500
Feb 02, 2021 23:07:36.057 [0x7f73f4ff9700] ERROR - [Transcoder] [Parsed_aresample_0 @ 0x1ed07c0] [SWR @ 0x1f6ed80] Failed to compensate for timestamp delta of 3671.234833
Feb 02, 2021 23:07:36.057 [0x7f73f4ff9700] ERROR - [Transcoder] [Parsed_aresample_0 @ 0x1ed07c0] [SWR @ 0x1f6ed80] Failed to compensate for timestamp delta of 3671.342167
Feb 02, 2021 23:07:36.058 [0x7f73f4ff9700] ERROR - [Transcoder] [Parsed_aresample_0 @ 0x1ed07c0] [SWR @ 0x1f6ed80] Failed to compensate for timestamp delta of 3671.449500
Feb 02, 2021 23:07:36.059 [0x7f73f4ff9700] ERROR - [Transcoder] [Parsed_aresample_0 @ 0x10c1100] [SWR @ 0x1fb2dc0] Failed to compensate for timestamp delta of 3670.204500
Feb 02, 2021 23:07:36.060 [0x7f73f4ff9700] ERROR - [Transcoder] [Parsed_aresample_0 @ 0x10c1100] [SWR @ 0x1fb2dc0] Failed to compensate for timestamp delta of 3670.311833
Feb 02, 2021 23:07:36.061 [0x7f73f4ff9700] ERROR - [Transcoder] [Parsed_aresample_0 @ 0x10c1100] [SWR @ 0x1fb2dc0] Failed to compensate for timestamp delta of 3670.419167
Feb 02, 2021 23:07:36.062 [0x7f73f4ff9700] ERROR - [Transcoder] [Parsed_aresample_0 @ 0x10c1100] [SWR @ 0x1fb2dc0] Failed to compensate for timestamp delta of 3670.526167
Feb 02, 2021 23:07:36.062 [0x7f73f4ff9700] ERROR - [Transcoder] [Parsed_aresample_0 @ 0x10c1100] [SWR @ 0x1fb2dc0] Failed to compensate for timestamp delta of 3670.633500
Feb 02, 2021 23:07:36.063 [0x7f73f4ff9700] ERROR - [Transcoder] [Parsed_aresample_0 @ 0x10c1100] [SWR @ 0x1fb2dc0] Failed to compensate for timestamp delta of 3670.740833
Feb 02, 2021 23:07:36.064 [0x7f73f4ff9700] ERROR - [Transcoder] [Parsed_aresample_0 @ 0x10c1100] [SWR @ 0x1fb2dc0] Failed to compensate for timestamp delta of 3670.848167
Feb 02, 2021 23:07:36.065 [0x7f73f4ff9700] ERROR - [Transcoder] [Parsed_aresample_0 @ 0x10c1100] [SWR @ 0x1fb2dc0] Failed to compensate for timestamp delta of 3670.955500
every HEVC and only with Safari browser. 
This will definitely need further & deeper debugging.
I am using MacOS 10.14 , in a VM, playing HEVC.
Playing full 57 Mbps is a bit jumpy because it is in a VM
Playing at 20 Mbps is completely smooth.
Can you enable Plex/web (the player) DEBUG logging,
Start the playback,
Let it hang/freeze
stop playback,
Download the logs ZIP from Plex itself
Download the logs from Plex/web (from within the plex/web app)
Plex Media Server Logs_2021-02-03_20-25-09.zip (3.9 MB)
Logs.zip (4.0 MB)
Thanks for that but I also need the Plex/Web logs.
You’ll see them as a page of text when you click this button:
Please copy & paste the entire block to a text file and then attach that file here,.
web.txt (72.1 KB)
Thank you.
That gives me what I need to forward to the Plex/Web team.
I’ve had a chat with the web team.
The steps to get us going in the right direction are:
If the container is MP4, Play the file directly in Safari and see what happens. It should not freeze.
If not a MP4,
a. Start Playback in Plex/web
b. Immediately lower the bit rate to force transcoding.
c. Observe the results.
Started the playback in Plex/web, forced transcoding and no more freeze. Why can’t I play original quality then?
Would you mind recreating the logs for me?
Just play for a minute or two from each (full quality and lowered bitrate)
then attach the logs zip?
I would like to take them to the plex/web team for a look at them
Hey, I’m having the same issue in Safari when playing HEVC content from Plex Web. The video will play fine for a minute and then freeze. Audio will still be playing but the image is frozen. The picture will eventually catch up to the audio but will run into the same video freeze after a minute. Forcing the media to transcode will fix the video freezing issue. I am using a 2017 Macbook Pro. Safari 14.0.3, Big sur 11.2.1. Plex server is version 1.21.3.4014. This issue started after the Plex web 4.47.3 ‘Safari supports direct stream HEVC and direct play’ feature was rolled into Plex server update 1.21.1.3795.
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