Sound problems with TCL TV

Hi,

I use the application till several months now without problems.
I’ve placed all my multimedia files on a NAS server « netgear » and use PC, TV Samsung (2x), Android phone to listen music and watch video.
All application installed are on the lastest version.
I’ve just purchased a new tv to be placed in my office (TCL 40EZ500) and I’ve some troubles to watch my video.
The application was downloaded from the google store and well installed.
I have access to all my libraries.
But in some cases, I can see a film with music & sound but no dialog are audible.
The problem doesn’t exist if I use DLNA, that’s why I suspect a misfunctionning of your application and not from the TV but I cannot be sure.
Do you have an idea on how to solve the problem, it could be great.
Thanks

Go into the settings and turn off the new player. See if that helps.

Hi, was tested but without success.
For the same film on my NAS, no problem on my 2 PC’s, nor on my 2 Samsung TV’s, nor on my Android Phone. On TCL TV works fine with DLMA, Plex and Archos.
I use the last version of Plex and TV is also to the last version. First time I met a problem with Plex till I use it (more than 1 year)

I’ll need to see the log from the app.

  • restart app
  • play video
  • let it play for 1 minute
  • stop playback
  • get logs

Plex Media Server Logs_2020-01-07_21-19-23.zip (4.3 MB)
That’s what I have. Thanks a lot for your help.

An other one with the same problem
Works fine on my PC, TV Samsung, Huawei P30 Lite with the same version
Plex Media Server Logs_2020-01-07_21-38-21.zip (4.4 MB)

That’s the server logs. I need the log from the Android TV. https://support.plex.tv/articles/201573117-android-android-tv-fire-tv-logs/

Hi,
That’s what I found for the test made today Morning.
Hoping that it will help you.
Log_Jan_08.zip (25.2 KB)
Thanks for your help

At the end the complete file from the TV.Complete TCL.zip (163.0 KB)

Your log indicate you are trying to play 5.1 AC3 audio and your TV is reporting that it supports that audio, so Plex is just sending the TV that audio stream untouched. If your TV can’t play it, there is something wrong on the TV. It could be reporting it’s capabilities incorrectly, which I’ve seen before from other devices. It could also be the audio is in a specific form of AC3 that is not supported. Can you provide me the XML from PMS for that movie? https://support.plex.tv/articles/201998867-investigate-media-information-and-formats/

Here follow
XML.zip (3.4 KB)

For your information, works perfectly well with other software like PLC, … and also in DLNA. on the same TV.
Works well on Samsung, PC, Phone in Wi-Fi.
I’m fan of your product and I have plenty of time to inform you. Always at your service.

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That XML you provided is not the file you were playing before.

These apps probably bypass the hardware decoder and use their own software decoder so it avoids these issues.

Sorry,Rambo.zip (3.6 KB)

The audio appears to be fine. Check your TV’s main audio settings and turn off any surround sound settings. This should get PMS to stop using AC3 5.1 for that TV.

We have a TCL as well and experience the same situations from time to time.
We have to check which audio is coming thru as it does not support the best choice.
I believe it is the 5.1 option.
We also have the same problem when playing some files from a flash drive directly connected to the TV.

Hi, Don’t you think the problem could be corrected when a new release will be issued.
I’ve passed more than one year to have all my multimedia at the same place and accessible from anywhere, at home and on the way with Wi-Fi and also 4G. I Don’t want to use an additional software and in this case I will sell this TV and buy an other one. Thanks in advance for your answer.

Some others products on the market are also working fine! Stupid to start again on a new way but no choice. Thanks for your answer.

Hi, works again perfectly well without any troubles with the new firmware VER 2.34 of TCL.

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I could solve this issue on my TCL 55EP640 with firmware located at the following link:

http://www.mediacenter.tcl.eu/uploads/common/RT51_Android%20P_V252.zip.
I updated the firmware thought USB, and now everything works fine.

Best Regards