Server Version#: 4.116.1
Player Version#: 5.74.0
I have a video file which I’ve tried re-encoding via Plex Server and Handbreak, but for love nor money it will not play! Can someone help?
Plex Media Server Logs_2024-01-02_18-06-31.zip (5.8 MB)
Jan 02, 2024 14:49:30.969 [140487548447544] DEBUG - Scanner: Processing directory /volume1/PlexMediaServer/Movies/The Holdovers (2023) [1080p] [WEBRip] [x265] [10bit] [5.1] [YTS.MX]/Subs (parent: yes)
Move all of your media out of the /PlexMediaServer shared directory.
There are messages in six languages stating, “Please do not put any media files here.”
Then:
- Stop / start Plex Media Server
- Re-create the problem.
- Pull & post a new set of log files.
- Also post the XML Info for the problematic file.
Save the info as a .txt file or zip it.
The forum does not permit XML attachments.
Plex Media Server Logs_2024-01-03_12-16-01.zip (181.3 KB)
xml.zip (3.1 KB)
Thanks for the response @FordGuy61 fresh logs and zipped xml attached. Love to hear your thoughts! 
Jan 03, 2024 12:15:47.247 [139655048371000] DEBUG - Content-Length of /volume1/PlexMediaServer/Movies/Rush - Time Machine Live In Cleveland 2011 BluRay 1080p DTS-HD/Rush_ Time Machine 2011_ Live in Cleveland (2011).mp4 is 25078306318 (of total: 25086711310).
Relocate Media
As previously mentioned, you must relocate your media out of the /PlexMediaServer directory.
- Stop Plex.
- Move all your media out of the /PlexMediaServer shared directory.
- Start Plex
- Adjust library paths accordingly.
- Scan all libraries, empty trash, clean bundles (see pic below).
Scheduled Tasks
After you have moved your media out of restricted locations:
- Go to Settings → Scheduled Tasks
- Make sure the following are enabled:
- Update all libraries during maintenance
- Upgrade media analysis during maintenance
- Perform extensive media analysis during maintenance
- Leave the NAS and Plex Media Server running so that the tasks run during the Scheduled Tasks window (some people shutdown their NAS when not in use).
Make sure both Direct Play and Direct Stream are enabled.
Tried all this also, the issue is directly related to this specific media file. One slight difference now is that the client no longer locks up, instead the client reports a playback error, an unexpected playback problem occurred. 
Actually scratch that, after performing the above steps it’s locking up again
Storing media files in the /PlexMediaServer shared folder can cause problems with Plex. That is why there are messages in six languages stating, “Please do not place any media files here.”
Step 1 is to permanently relocate all your media files to another location.
This should be done irrespective of the problem playing the Rush video.
You can move the files almost anywhere. You should avoid using the Synology Videos folder, as DSM has been known to reset file permissions causing access issues for Plex. The same applies to placing them in a user’s home directory.
Many users create a /media shared folder, then subfolders for movies, tv shows, etc.
These documents can assist:
- Installation & Setup of Plex Media Server on Synology
- Synology FAQ - Questions, Answers, and a few How-To’s
As the problem is specific to the one Rush video. You may want to try re-ripping / re-transcoding the video.
If you have access to the disc, rip it with MakeMKV and load the MKV file directly into a Plex library. MakeMKV does not alter the video or audio tracks. It just decrypts the files and transfers them to your local drive. MakeMKV is free, but you must use an activation key to rip Blu-ray discs.
The XML info looks OK (thanks for uploading). It is H.264 8-bit, High@4.0, with AAC 5.1 audio.
I’m not sure why it will not play on the Xbox.
This is a guess, but the Xbox may not like AAC 5.1 audio at 768 kbps. If you run the video through Handbrake, as a test, try AC3 5.1 audio. You don’t have to encode the whole file, just a minute or two, then load it into a “other videos” library.
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