# SHIELD hardware transcoding problem? **URL:** \ **Category:** Plex Pass Betas\ **Tags:** server-nvidia-shield\ **Created:** [May 21, 2018, 9:30am UTC](https://forums.plex.tv/t/shield-hardware-transcoding-problem/236267 "2018-05-21T09:30:20Z")\ **Posts on this page:** 20\ **Page:** 1
**Author:** ![philiptruong](https://avatars.discourse-cdn.com/v4/letter/p/f08c70/32.png) [@philiptruong](https://forums.plex.tv/u/philiptruong)\ **Post date:** [May 21, 2018, 9:30am UTC](https://forums.plex.tv/t/shield-hardware-transcoding-problem/236267/1 "2018-05-21T09:30:20Z")
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? ---
**Author:** ![DaveBinM](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/davebinm/32/9984_2.png) [@DaveBinM](https://forums.plex.tv/u/DaveBinM)\ **Post date:** [May 22, 2018, 12:46am UTC](https://forums.plex.tv/t/shield-hardware-transcoding-problem/236267/2 "2018-05-22T00:46:50Z")
If you could provide a sample of the affected media, alongside some logs from when it occurs, that would be really helpful! 🙂 ---
**Author:** ![philiptruong](https://avatars.discourse-cdn.com/v4/letter/p/f08c70/32.png) [@philiptruong](https://forums.plex.tv/u/philiptruong)\ **Post date:** [May 30, 2018, 3:15am UTC](https://forums.plex.tv/t/shield-hardware-transcoding-problem/236267/3 "2018-05-30T03:15:29Z")
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 ---
**Author:** ![DaveBinM](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/davebinm/32/9984_2.png) [@DaveBinM](https://forums.plex.tv/u/DaveBinM)\ **Post date:** [May 30, 2018, 4:37am UTC](https://forums.plex.tv/t/shield-hardware-transcoding-problem/236267/4 "2018-05-30T04:37:02Z")
@philiptruong Would you be able to share a sample of the actual media file? ---
**Author:** ![philiptruong](https://avatars.discourse-cdn.com/v4/letter/p/f08c70/32.png) [@philiptruong](https://forums.plex.tv/u/philiptruong)\ **Post date:** [May 30, 2018, 11:51am UTC](https://forums.plex.tv/t/shield-hardware-transcoding-problem/236267/5 "2018-05-30T11:51:56Z")
Any suggestion how to do this to retain the same file characteristics? ---
**Author:** ![DaveBinM](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/davebinm/32/9984_2.png) [@DaveBinM](https://forums.plex.tv/u/DaveBinM)\ **Post date:** [May 30, 2018, 1:21pm UTC](https://forums.plex.tv/t/shield-hardware-transcoding-problem/236267/6 "2018-05-30T13:21:16Z")
@philiptruong [Generating Sample Files from Media | Plex Support](https://support.plex.tv/articles/201035968-generating-sample-files-from-media/) 😉 ---
**Author:** ![UncleGadget](https://avatars.discourse-cdn.com/v4/letter/u/a88e57/32.png) [@UncleGadget](https://forums.plex.tv/u/UncleGadget)\ **Post date:** [May 30, 2018, 4:27pm UTC](https://forums.plex.tv/t/shield-hardware-transcoding-problem/236267/7 "2018-05-30T16:27:21Z")
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 😄 ---
**Author:** ![chibi\_russ](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/chibi_russ/32/23261_2.png) [@chibi\_russ](https://forums.plex.tv/u/chibi_russ)\ **Post date:** [May 30, 2018, 10:33pm UTC](https://forums.plex.tv/t/shield-hardware-transcoding-problem/236267/8 "2018-05-30T22:33:08Z")
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? ---
**Author:** ![philiptruong](https://avatars.discourse-cdn.com/v4/letter/p/f08c70/32.png) [@philiptruong](https://forums.plex.tv/u/philiptruong)\ **Post date:** [May 31, 2018, 12:27pm UTC](https://forums.plex.tv/t/shield-hardware-transcoding-problem/236267/9 "2018-05-31T12:27:45Z")
@DaveBinM i’ve cut a sample of the affected media: [https://www.dropbox.com/s/ha080o024dhhwwn/Sample.mkv?dl=0](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”. ---
**Author:** ![DaveBinM](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/davebinm/32/9984_2.png) [@DaveBinM](https://forums.plex.tv/u/DaveBinM)\ **Post date:** [May 31, 2018, 11:05pm UTC](https://forums.plex.tv/t/shield-hardware-transcoding-problem/236267/10 "2018-05-31T23:05:18Z")
@philiptruong Thanks for the sample. I’ll try and reproduce on my side with my Shield. 👍 ---
**Author:** ![DaveBinM](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/davebinm/32/9984_2.png) [@DaveBinM](https://forums.plex.tv/u/DaveBinM)\ **Post date:** [June 3, 2018, 9:44pm UTC](https://forums.plex.tv/t/shield-hardware-transcoding-problem/236267/11 "2018-06-03T21:44:09Z")
@philiptruong Thanks for the sample. We’ve been able to replicate on our side, and are investigating further. ---
**Author:** ![philiptruong](https://avatars.discourse-cdn.com/v4/letter/p/f08c70/32.png) [@philiptruong](https://forums.plex.tv/u/philiptruong)\ **Post date:** [June 4, 2018, 5:20am UTC](https://forums.plex.tv/t/shield-hardware-transcoding-problem/236267/12 "2018-06-04T05:20:32Z")
@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. ---
**Author:** ![DaveBinM](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/davebinm/32/9984_2.png) [@DaveBinM](https://forums.plex.tv/u/DaveBinM)\ **Post date:** [June 5, 2018, 10:44pm UTC](https://forums.plex.tv/t/shield-hardware-transcoding-problem/236267/13 "2018-06-05T22:44:40Z")
@philiptruong We’re tracking this internally now and will continue to investigate 🙂 ---
**Author:** ![philiptruong](https://avatars.discourse-cdn.com/v4/letter/p/f08c70/32.png) [@philiptruong](https://forums.plex.tv/u/philiptruong)\ **Post date:** [July 4, 2018, 12:58am UTC](https://forums.plex.tv/t/shield-hardware-transcoding-problem/236267/14 "2018-07-04T00:58:19Z")
@DaveBinM any results from your investigation? ---
**Author:** ![DaveBinM](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/davebinm/32/9984_2.png) [@DaveBinM](https://forums.plex.tv/u/DaveBinM)\ **Post date:** [July 4, 2018, 1:10am UTC](https://forums.plex.tv/t/shield-hardware-transcoding-problem/236267/15 "2018-07-04T01:10:25Z")
@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! 🙂 ---
**Author:** ![DaveBinM](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/davebinm/32/9984_2.png) [@DaveBinM](https://forums.plex.tv/u/DaveBinM)\ **Post date:** [August 29, 2018, 11:03pm UTC](https://forums.plex.tv/t/shield-hardware-transcoding-problem/236267/16 "2018-08-29T23:03:49Z")
@philiptruong Can you upload your sample again? We were looking into this today, but found your sample was no longer there. Thanks! ---
**Author:** ![philiptruong](https://avatars.discourse-cdn.com/v4/letter/p/f08c70/32.png) [@philiptruong](https://forums.plex.tv/u/philiptruong)\ **Post date:** [August 30, 2018, 4:44am UTC](https://forums.plex.tv/t/shield-hardware-transcoding-problem/236267/17 "2018-08-30T04:44:19Z")
Here you go [https://www.dropbox.com/s/9g0ogmcidycb5ky/SEAL%20Team%20-%20S01E04%20-%20Ghosts%20of%20Christmas%20Future%20WEBDL-1080p%20(Split)-001.mkv?dl=0](https://www.dropbox.com/s/9g0ogmcidycb5ky/SEAL%20Team%20-%20S01E04%20-%20Ghosts%20of%20Christmas%20Future%20WEBDL-1080p%20%28Split%29-001.mkv?dl=0) ---
**Author:** ![DaveBinM](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/davebinm/32/9984_2.png) [@DaveBinM](https://forums.plex.tv/u/DaveBinM)\ **Post date:** [August 30, 2018, 10:30pm UTC](https://forums.plex.tv/t/shield-hardware-transcoding-problem/236267/18 "2018-08-30T22:30:00Z")
Thank you! ---
**Author:** ![philiptruong](https://avatars.discourse-cdn.com/v4/letter/p/f08c70/32.png) [@philiptruong](https://forums.plex.tv/u/philiptruong)\ **Post date:** [August 31, 2018, 5:55am UTC](https://forums.plex.tv/t/shield-hardware-transcoding-problem/236267/19 "2018-08-31T05:55:58Z")
no problem, hope you issue a fix soon! ---
**Author:** ![chibi\_russ](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/chibi_russ/32/23261_2.png) [@chibi\_russ](https://forums.plex.tv/u/chibi_russ)\ **Post date:** [September 19, 2018, 7:19pm UTC](https://forums.plex.tv/t/shield-hardware-transcoding-problem/236267/20 "2018-09-19T19:19:48Z")
Anything? This has been going on for a couple of months now… [Next page](https://forums.plex.tv/t/shield-hardware-transcoding-problem/236267.md?page=2)