Samsung tv

Plex Players Smart TVs
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I have 5 Samsung TVs. One will not play files on a Synology NAS. The other 4 do. The one that will not play is neither the oldest or newest - circa 2019. Plex app is latest. Server app is latest. Plex GUI shows up but when I hit play it goes to black screen. Any ideas? Thx

2

We need a lot more info here in order to help you

  • Model of Samsung, as well as player version?
  • PMS Logs in debug mode only, right after reproducing
3

Thanks for the reply.

Samsung TV:

Model: QA75Q7FNAW

TYPE No: QA75Q7FNA

Model Code: QA75Q7FNAWXXY

Version No:DA01/QNQ7F

Serial No: 05773NJK700123R

Plex Version: 4.92.0

Plex Media Server Version: 1.29.0.6244-7000

Just ran Plex on this TV. ~ around 13:50 local time.

Runs very slow compared to other screens if that is relevant.

Tried to open Westworld S02E02 which I watched on Plex on a different Samsung screen last night.

Logs downloaded immediately after and attached

Historically I have deleted and reinstalled the Samsung Plex app several times.

I have unplugged the TV several times as another net based solution

I am running a Synology DS918+

DSM 7.1-42661 Update 4

4x6GB drives

Network: 1000 Mbps, Full duplex, MTU 1500
Plex Media Server Logs_2022-10-05_13-51-18.zip (5.2 MB)

4

Any response?
Do you need any further info?

5

Sorry, we where away on a company conference :wink:

From your log:

Streaming Resource: Calculated bandwidth of 271kbps exceeds bandwidth limit. Changing decision parameters provided by client to fit bandwidth limit of 256kbps

So what is the bandwidth set to on both the client and the server?

6

Hi

Thanks for the reply - sorry didn’t mean to hassle you. Didn’t know you were out :slight_smile:

Sorry not sure where to look for Bandwidth.

On the dashboard < ‘Plex Web Quality’- the video quality is set at 2Mbps, 720p - is that it?
On the Synology - can’t see anything obvious that indicates bandwidth - I have External, Access, Network, Security and Terminal & SNMP options on the Connectivity tab on the dashboard but nothing under any of them has any bandwidth measure that I recognise.
I tried Bandwidth and Streaming Resource in the dashboard search but had no hits.
There is a ‘Speed Limit’ tab under ‘Resource Monitor’ but nothing listed regarding Bandwidth.

Sorry that is not much help but happy to poke around some more if you can give me some direction.

A

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In the TV App…

Settings/Video

Set both local to Original

Then restart TV

8

Ok - both set to original.
Restarted TV.

I drilled down into a variety of files.
It seems to be some files , in some folders will not play rather than library wide.
So is it a file format issue?
Comparing a file that does play - with a file that doesn’t play - in the same folder doesn’t show any difference to me however I am open to any suggestions.

Thanks again.
A

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although they all play on other Samsung screens and also in the web app with no trouble.

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I need xml from the media
Ref: https://support.plex.tv/articles/201998867-investigate-media-information-and-formats/

I also need a debug PMS Log right after you played first from a working Sammy, and then from a Non-Working Sammy

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Hi

Thanks for the follow up.

So I chose a file that works on all screens except the problem one.

Attached is working sammy time: 10:41
and non working sammy: 10:44

If you’re asked to share the XML information, you can save that browser page and share the document.

So not absolutely clear on that howerer url is:
https://60-240-246-156.0f2f0eebd6604c91bd843f81cef8ed53.plex.direct:11779/library/metadata/101655?checkFiles=1&includeAllConcerts=1&includeBandwidths=1&includeChapters=1&includeChildren=1&includeConcerts=1&includeExtras=1&includeFields=1&includeGeolocation=1&includeLoudnessRamps=1&includeMarkers=1&includeOnDeck=1&includePopularLeaves=1&includePreferences=1&includeRelated=1&includeRelatedCount=1&includeReviews=1&includeStations=1&X-Plex-Token=XXXYYYZZZZ

if that counts as a ‘share’
Otherwise I copied it and put it into the attached txt
xml file for Boys 201.txt (20.7 KB)
file.

Have other files - working/non working if required.

Thanks

A

MOD Edit: Scrambled token from URL. Never EVER post your token

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Plex Media Server Logs_2022-10-23_10-44-11.zip (4.8 MB)
Plex Media Server Logs_2022-10-23_10-41-13.zip (4.7 MB)

13

Hi
any further thoughts on this?
thanks

14

Hi

I’m sure you are busy but been 3 weeks since my reply to your request for data.
Can you advise if this is something you think can be fixed?

Thanks

15

Huge thanks for your patience here…

I looked into the logs, and did see some things:

From the working TV:
Oct 23, 2022 10:31:50.426 [0x7f7aab599b00] DEBUG - [Req#86530/Transcode] Streaming Resource: Reached Decision id=101655 codes=(General=1001,Direct play not available; Conversion OK. Direct Play=3000,App cannot direct play this item. Direct play is disabled. Transcode=1001,Direct play not available; Conversion OK.) media=(id=113566 part=(id=119371 decision=transcode container=mp4 protocol=dash streams=(Video=(id=148747 decision=copy width=1248 height=520) Audio=(id=148748 decision=copy channels=6 rate=48000))))

Note in above, that the audio stream is set to copy

In the NON-Working TV:
Oct 23, 2022 10:38:28.606 [0x7f7aac864b00] DEBUG - [Req#87144/Transcode] Streaming Resource: Reached Decision id=101655 codes=(General=1001,Direct play not available; Conversion OK. Direct Play=3000,App cannot direct play this item. Direct play is disabled. Transcode=1001,Direct play not available; Conversion OK.) media=(id=113566 part=(id=119371 decision=transcode container=mp4 protocol=dash streams=(Video=(id=148747 decision=copy width=1248 height=520) Audio=(id=148748 decision=transcode bitrate=774 encoder=aac channels=6 rate=48000))))

Here the Audio stream needs to be transcoded, due to:
Oct 23, 2022 10:38:28.605 [0x7f7aac864b00] DEBUG - [Req#87144/Transcode] MDE: Cannot direct stream audio stream due to codec eac3 when profile only allows aac

So your TV is telling the Plex Client, that Audio is not supported, and needs to be transcoded

Looking further in the logs, it looks like a transcode is starting up, and then canceled right away?
Your Synology DS918+ should be able to transcode the audio, if not busy with other stuff

I suggest you for a small test try and manually remux the audio stream into ac3 instead of eac3 for a small test, using like Handbrake

I also did notice in the logs the following:

  • Slow database
    • Are you shutting your Synology box down every night, since if so, the scheduled tasks to optimize the database will not run
    • I suggest you do a manual optimize of the database for now
  • Your clients are connecting via WAN, and not LAN
    • Server is on 192.168.1.x
    • Samsung TV’s connect via WAN address 60.240.246.x
    • Suggest you look into your Network Setup
  • Bad naming?
    • You have an episode file as: /volume1/MEDIA/TV shows ONE/The Boys/season 2/TBYS 0201 720p/The.Boys.S02E01.The.Big.Ride.720p.AMZN.WEB-DL.DDP5.1.H.264-NTb.mkv
    • I assume your Show library is pointing towards: /volume1/MEDIA/TV shows ONE ?
    • If so, then naming should be: /volume1/MEDIA/TV shows ONE/The Boys/season 02/The.Boys.S02E01.The.Big.Ride.720p.AMZN.WEB-DL.DDP5.1.H.264-NTb.mkv
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Thank you for your detailed reply. I will get onto your suggestions at the weekend and see how I go.

Best

1 Like
17

Thanks for your help with this.
With regard to your latest advice here are the results:

I suggest you for a small test try and manually remux the audio stream into ac3 instead of eac3 for a small test, using like Handbrake

Changed The.Boys.S02E02 as a test

I also did notice in the logs the following:

Slow database

Are you shutting your Synology box down every night, since if so, the scheduled tasks to optimize the database will not run

I suggest you do a manual optimize of the database for now

Synology runs 24/7/365. No option to manually optimise Synology – nothing shows up on DSM search. It is a scheduled task. I have optimised the database in Plex PC app.

Your clients are connecting via WAN, and not LAN

Server is on 192.168.1.x

Samsung TV’s connect via WAN address 60.240.246.x

Suggest you look into your Network Setup

Reviewed the rogue tv network settings on TV and it is connected via LAN – only wired or wireless options. Settings on Plex TV app are not active on any TV[?]. Settings on Plex PC app give no IP options under ‘Network’ except for ‘List of IP addresses and networks that are allowed without auth.’

Bad naming?

You have an episode file as: /volume1/MEDIA/TV shows ONE/The Boys/season 2/TBYS 0201 720p/The.Boys.S02E01.The.Big.Ride.720p.AMZN.WEB-DL.DDP5.1.H.264-NTb.mkv

I assume your Show library is pointing towards: /volume1/MEDIA/TV shows ONE ?

Yes show library is pointed at /volume1/MEDIA/TV shows ONE

If so, then naming should be: /volume1/MEDIA/TV shows ONE/The Boys/season 02/The.Boys.S02E01.The.Big.Ride.720p.AMZN.WEB-DL.DDP5.1.H.264-NTb.mkv

Changed all seasons from seasons 1, 2, 3 To seasons 01, 02, 03 ETC

Unfortunately – using The Boys S02E02 as a test file – it is still not working on this TV.

Should I delete and reload plex on this TV perhaps?

Any further advice much appreciated.

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Regarding Network, no further ideas, with the limited info provided, sorry. But it could be a game changer for you, since WAN has a different setup in the Samsung App regarding bandwidth
(Set to original for both WAN and LAN is recommended)

So did you also take out

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Thanks for all your efforts. I called Samsung support and they claim there are no WAN settings on the TV! The only network options on the TV are wired/Wireless back to the router which has the 60.240.246.x IP address back to the ISP.
It is an odd one that it is just this TV and only some files! Anyway, I think I will just delete Plex and use DNLA or the native Synology app on this rogue TV. Shame to lose the rich Plex environment.
Again thanks for the support.

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