Some mkv video not playing - thumbnails appearing in scrub, spinning status only

Plex Media Server
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1

Server Version#:1.23.0.4497-
Player Version#:

Weirdly - some recently added video files which are saved on the same Synology NAS as all our other media are refusing to play on Plex web here on the computer running the server where we play all our media (connected to the main TV).
The first frame displays, and if I hover over the timeline, all the thumbnails appear fine. I can’t scrub to anywhere in the timeline - same spinning icon stays up. I’ve left it for 15 minutes and nothing.
These same files play just fine in VLC on the same machine, as do other files in the library.
I’ve tried re-scanning the library, Analyzing the library, changing Secure Connections to: Disabled, Preferred, and Required; and of course rebooting the machine as well as restarting the server, and checking for updates.
I think it is an issue with these particular files as it’s only happening on a few of the files, for example:
MasterChef.Australia.S13E10.1080p.HDTV.H264-CBFM.mkv
MasterChef.Australia.S13E11.1080p.HDTV.H264-CBFM.mkv
MasterChef.Australia.S13E12.1080p.HDTV.H264-CBFM.mkv

but not
masterchef.australia.s13e15.720p.hdtv.x264-orenji.mkv

Here’s an associated .nfo file for the videos not playing:
Duration …: 49mn 17s
Size …: 1.91 GiB
Quality …: H264 25.000 FPS / 5 156 Kbps
Resolution …: 1920x1080
Audio …: AC-3 5.1
Bitrate …: 48.0 KHz / 384 Kbps

Whereas for the one that plays:
Series: MasterChef Australia
Episode: S13E15
Title:
Genre: Cooking Game Show
Date: 09 May 2021
Length: 1:12:57.000
Link:
Summary:
Notes: (CRF 20.0)

Any help greatly appreciated.
Rod

2

If you don’t have a problem with other media files of the same type (1080p AC-3 5.1 w/similar bitrates)

It’s something odd with Mr. CBFM

If other videos of that type also don’t play you might just have some server settings you need to change like quality or bitrate limits

Every once and a while I run into a few episodes or one particular season that in theory should play without a problem but don’t for some unknown reason

If you’re familiar with Handbrake or similar programs you can just re-encode those few episodes to the format that you know works without an issue or just find another source for those episodes

3

Thanks, I figured this is likely an issue with the combination of the Plex media player and this particular file, so that seems to be the case.
I could re-encode, or I can just play these files through VLC.

Is it worth letting the Plex team know about this for their next version(s) of the player? If so, what’s the best way?
Thanks again for your help.

4

If an employee sees this they might ask you to upload your log files when you try to play the episode to pinpoint the exact cause

If you’re sure it’s just these few episodes I personally wouldn’t go through the trouble of doing that

If this is happening with other media you have, then you want to find out what the problem is so this doesn’t become an ongoing headache

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