Specific show/file has incorrect resolution/aspect ratio

Plex Players
1

Server Version#: 1.40.4.8679
Player Version#: Roku: 7.22.9.9360-c3f590b75-Plex, Web: 4.134.2

On the Roku, a specific 1080p show has a weird aspect ratio. If I force it to transcode specifically to the 12mbps version, it shows up correctly (oddly the 20mbps option still shows the aspect ratio). I have 2 TVs both with Rokus running the same Plex player version - both have the same experience. Pictures attached. Other shows/movies in different resolutions all work as expected, as well - its very specifically this show using direct play.

The stream info shows as video of 1080p (H.264), with format HLS.

Weird aspect
Weird aspect816×612 70.7 KB

Available formats
Available formats816×612 108 KB

Transcoded working
Transcoded working816×612 120 KB

The web client and playing it directly on VLC on my Windows device both work fine.

2

Drag the file into MKVtoolnix
Verify the aspect ratio setting. It should be set to either 1920x1080 pixel or 16:9
If it isn’t, pick 16:9, then “Start Muxing”
Replace the file in your Plex library with the one produced by MKVtoolnix.
Make sure to “Scan Library”, followed by “Analyze” of the movie.
See if the issue persists.

3

Hi there -

Thanks for the response - the file is set to 16:9 ratio and 1920x1080 already. Attached of the file metadata XML that Plex sees.
6933.txt (5.4 KB)

4

Could you create a sample file?

5

Done! Confirmed this file also exhibits the same behavior.

Plex XML info. Link to file.

6933.txt (5.4 KB)

7

Thank you for the sample file. I have created a bug report.

8

Thank you! Is there a way for me to see/track the bug report?

9

No, there isn’t.

10

The developers are having trouble to recreate the issue.
Could you try and perform the Plex Dance with the file?

11

Hi there -

I did all the steps in that KB. The issue is still occurring. One thing to note is that Plex saved my viewing history for the show and indicated I had watched the episode.

What logs should I provide?

12

That is expected.

If you already have “debug” logging enabled on your server, fetch the server logs please.

Do you have “Upgrade media analysis during maintenance” and “Perform extensive media analysis during maintenance” enabled under
Settings - Server - Scheduled Tasks
?
If not, enable these and monitor the issue for a few weeks.

13

I did have “debug” logging on, but not verbose logging. Here are the debug logs.
Plex Media Server Logs_2024-07-24_07-05-33.zip (3.7 MB)

These were already enabled in Scheduled Tasks

14

@mrsamypnw, I have tried investigating this issue, but I am unable to reproduce the bug.
Can you recheck the file you shared to see if the issue was fixed? Generating the sample might’ve fixed the issue.

Just to compare and contrast, could you share the original file (different from the generated sample file). Thanks.

15

Hi there -

Yes, the sample file still exhibits the same issue. I tested by renaming the original file with .old, renamed the test file to the original files name, and had Plex analyze before trying to play on the Roku Plex app. Issue still occurred.

I’ll message you with a link to the file and the related XML.

16

I had a pending Plex server update, which I did. Even after server update, both the sample file and actual file still exhibit the behavior.

18

@mrsamypnw, I still can’t repro the issue with the original file you shared. I’ll ask my colleague to check as well, then let you know.

Could you also provide the following details:

  1. Roku Model
  2. Roku OS version
  3. PMS version

Thanks.

19

@voka71:

  1. Roku Model is a 4802X - Roku Ultra
  2. Roku OS version is 13.1.4 build 1510-C2
  3. Roku Plex client version is 7.24 build 8
  4. PMS version is 1.40.5.8897

I have two TVs that have the same versions… Both experience the issue.

Please let me know if I can provide any other information.

20

Nice. Could you include the app logs as well? Thanks.

21

Here are the PMS logs. Not sure how to fetch them from Roku. Are there instructions for that?
Plex Media Server Logs_2024-08-28_07-35-36.zip (4.0 MB)

22

For Roku logs, you’ll usually have to do the following:

  • open the roku app settings and then select Advanced
    and then select Logging
    and then select Remote & Local

Then you can use http://papertrailapp.com/ to grab the network logs. Alternatively, you can go to http://ip-of-roku:8324/logs

Replacing ip-of-roku with your device’s IP address.