Sporadic subtitle issues on certain titles

Plex Players Smart TVs
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Server Version#: 1.24.1.4931-7000
Player Version#: 5.22.1 / 5.2.3 (LG 43UN70006LA) / 5.22.1 / 6.1.0 (LG 43NANO756PA) / 5.22.1 / .5.2.3 (LG 55CX5LB)

I’m having issues with a few films I’ve added to my library recently that I’ve manually added subtitle files to. I thought it would be the subtitle file that was at fault but then it works on certain devices.

LG TVs (multiple models) - I get a “Conversion failed. The transcoder exited due to an error” message.
PLEX Web Browser player (using Chrome) - I get a “Conversion failed. The transcoder exited due to an error” message.
PLEX Android app - This works perfectly fine
Chromecast Ultra via PLEX Android app - I get a “Conversion failed. The transcoder exited due to an error” message.

It’s only on certain films though, and the film plays fine if I deselect the subtitle file. The films I’m having issues with are The Forever Purge and Coda. An example of a film that works fine on all of the above devices is A Quiet Place II.
Also, a friend has access to my Plex library. They’re using a Nvidia shield and were able to play Coda fine with the subtitles.

I’ve tried all 3 sub options (Always, Automatic, and Only Image) and get the errors whatever i choose.
The films are 1080p and both audio and video is set to direct play, so there is no transcoding going on as far as I’m aware.

I’ve attached the sub files in a zip. If there is anything else you’d like me to do/add, please let me know :slight_smile:
Thank you

Subtitles.zip (19.1 KB)

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I’ve tried all 3 options (Always / Automatic / Only Image) but get the same error. The odd thing is that it’s only on select films, others with SRT files work fine.

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Hmm, maybe, but I find it odd that it’s only impacting certain films. They’re all x265/AAC, be it the ones that do work with subs or that ones that don’t.
This may be a red herring, but I’ve noticed the issue is only with films I’ve added to my library since upgrading my Synology NAS to DSM 7. All films added prior to the update still work. Those added since don’t.

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