Currently using PMS Beta 5063. On Beta and Stable versions, i often encounter conversion issues on Mobile Sync when HW transcoding is selected, usually “The transcoder encountered an error” or “The transcoder cannot process this media”. However, when i untick HW transcoding, the conversion will take longer, but usually will work fine. I would like to use HW transcoding, however i can’t seem to find any errors in my logs. Has anyone encountered the same issue?
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If you could provide a sample of the affected media, alongside some logs from when it occurs, that would be really helpful! 
Hi there, sorry for taking so long to reply. The below part of the PMS log is all i can identify as the source of the problem. There are no other TPU errors. I followed the conversion process in the web app with HW transcoding on, and there were no errors displayed. However, i received an error on the Android device i am syncing to saying “Unable to Process Media” and “The transcoder encountered an error”. I retried again with HW transcoding off, and the Sync happened successfully. I have attached an XML of the affected media.
My Plex Media Server V1.13.2.5102 is on a Shield (2017) 16GB running Shield Experience 6.3 which should be HW transcoding capable according to your support files.
May 30, 2018 09:16:52.674 [3378] DEBUG - MDE: analyzing media item 6977
May 30, 2018 09:16:52.674 [3378] DEBUG - MDE: E4 - Ghosts of Christmas Future: no direct play video profile exists for http/mkv/h264
May 30, 2018 09:16:52.674 [3378] DEBUG - MDE: E4 - Ghosts of Christmas Future: no direct play video profile exists for http/mkv/h264/eac3
May 30, 2018 09:16:52.674 [3378] DEBUG - MDE: E4 - Ghosts of Christmas Future: selected sidecar subtitle stream cannot be direct played
May 30, 2018 09:16:52.674 [3378] DEBUG - Ghosts of Christmas Future - video.width limitation applies: 1920 > 1280
May 30, 2018 09:16:52.674 [3378] DEBUG - MDE: E4 - Ghosts of Christmas Future: selected subtitle cannot be converted to a compatible format, burning into video stream
May 30, 2018 09:16:52.674 [3378] DEBUG - MDE: E4 - Ghosts of Christmas Future: avoiding video remux due to burned subtitle stream
May 30, 2018 09:16:52.674 [3378] DEBUG - MDE: E4 - Ghosts of Christmas Future: no remuxable profile found, so video stream will be transcoded
May 30, 2018 09:16:52.674 [3378] DEBUG - MDE: Cannot direct stream video stream due to profile or setting limitations
May 30, 2018 09:16:52.674 [3378] DEBUG - Scaled up video bitrate to 15891Kbps based on 1.500000x fudge factor.
May 30, 2018 09:16:52.674 [3378] DEBUG - Scaled maximum bitrate for resolution reduction to 7062Kbps.
May 30, 2018 09:16:52.674 [3378] DEBUG - MDE: Cannot direct stream audio stream due to codec eac3 when profile only allows aac
May 30, 2018 09:16:52.675 [3378] DEBUG - MDE: E4 - Ghosts of Christmas Future: selected media 0 / 6977
May 30, 2018 09:16:52.689 [3398] DEBUG - Downloaded stream from [127.0.0.1:32400/library/streams/13529?X-Plex-Token=xxxxxxxxxxxxxxxxxxxx] (codec: srt) to temporary file [/sdcard/Download/Transcode/Sessions/plex-transcode-07b39665-ab92-412e-9b6f-44133aebdac1-cac5d19c-89ef-4f16-9fd1-69a5a7b7a510/temp-0.srt]
May 30, 2018 09:16:52.690 [3398] DEBUG - TPU: hardware transcoding: zero-copy support not present
May 30, 2018 09:16:52.690 [3398] DEBUG - TPU: hardware transcoding: final decoder: mediacodecndk, final encoder: mediacodecndk
@philiptruong Would you be able to share a sample of the actual media file?
Any suggestion how to do this to retain the same file characteristics?
after reading this I thought I give optimisation on my shield another try while disabling hardware transcoding (optimising on shield newer worked): and voilà! success 
This is currently happening to me also and only started to occur in the last update both stable and beta. This is definitely and ongoing issue and I am struggling to figure out why. It also has no errors in the log.
Though I also apparently cannot upload anything to this forum at the moment either.
Any idea on a fix?
@DaveBinM i’ve cut a sample of the affected media: https://www.dropbox.com/s/ha080o024dhhwwn/Sample.mkv?dl=0
I tried to optimize it in PMS on my Shield, it stays stuck on Converting at 100%.
As @UncleGadget above mentions, i tried to optimize the affected media with HW transcoding ON, and the optimization fails. However, with HW transcoding OFF, the optimization completes.
I had a look in the logs and found this error: “TPU: hardware transcoding: enabled, but no hardware decode accelerator found”.
@philiptruong Thanks for the sample. I’ll try and reproduce on my side with my Shield. 
@philiptruong Thanks for the sample. We’ve been able to replicate on our side, and are investigating further.
@DaveBinM glad that you can replicate the issue. This is not the only file that is affected, i have the same problem with various files from different shows and programs. Right now, the only way i can use sync on my Shield is with HW transcoding OFF.
@philiptruong We’re tracking this internally now and will continue to investigate
@DaveBinM any results from your investigation?
@philiptruong I’ve passed it along to engineering now, so it’s just a matter of time and resourcing. Sorry I can’t provide anything further!
@philiptruong Can you upload your sample again? We were looking into this today, but found your sample was no longer there. Thanks!
Thank you!
no problem, hope you issue a fix soon!
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Anything? This has been going on for a couple of months now…
