Subtitle Search Stopped Producing Any Results After Upgrade To Plex Pass

[poorlex]

Server Version#: 1.24.4.5081 (Comp 1 - Ubuntu Desktop 20.04)
Player Version#:

• 4.68.0 (Firefox 93.0 on Comp 1 - Ubuntu Desktop 20.04 - Same physical machine as server)
• 4.68.0 (Firefox 93.0 on Comp 2 - Windows 10 Laptop)
• 4.68.0 (Chrome 94.0.460681 on Comp 2 - Windows 10 Laptop)
• 4.68.0 (Firefox 93.0 on Comp 3 - Windows 10 Laptop)
• 4.68.0 (Edge 95.0.1020.30 on Comp 3 - Windows 10 Laptop)
• 8.24.1.28493 (Android App)
• 2.82.3.70 (XBOX One App)

I recently upgraded to the lifetime Plex Pass, I also recently updated the Plex Server to the most recent version. What I have noticed is that the subtitle search function no longer produces any results in the browser-based player or the Android App, however it does work on the XBOX one.

Up until that change I was able to search for subtitles or add SRT files to the directory where the media was stored. If I was searching Plex would auto-populate the search box with the name of the media file that I was searching for. I was then presented results in a list, from which I could make my selection.

After the change when I search for subtitles on the browser nothing auto-populates in the search box, it’s hard to see from the screenshots, but the text is greyed out as if it were a suggestion, not actual search term in the box. Nothing at all will return in the search results, no matter what terms I search for:

I have tried this in 3 browsers across 2 operating systems and 3 machines.

In the Android app it gives me a generic error which does not clear no matter how many times I tap “retry”:

The operation does work on the XBOX one player, and the subtitles procured from this method do persist in the other browsers, so they are saved in the blob DB as they used to be:

I did make a few changes to the settings after things were unlocked due to the Plex Pass upgrade, but after checking the self-service documentation I can’t see any reason why I would stop getting results on some Players, but not all.

I can provide the settings if necessary. Additionally, I have attached the server logs (not verbose) in case that helps.

I really hope that this can be resolved because it’s very bad customer experience for something to stop working the very minute you pay for it. I held off for years buying a Plex Pass and now after this trouble I wish I had just not bothered at all.

Plex Media Server Logs_2021-10-25_20-13-34.zip (7.0 MB)

[ChuckPa]

If I may?

1. It’s a holiday weekend. How about granting a little slack?

2. It’s after hours for me (i shouldn’t even be here) but will do what I can.

3. Upgrading to PlexPass doesn’t change subtitle searching or any of your settings.

Your logs are full with playback activity only.

I don’t see any subtitle activity.

Would you please do the following?

1. Restart Plex
2. Let it stabilize for a minute
3. Attempt the subtitle search
4. Download the logs ZIP file and attach
5. Also please share the exact file names & matched movie/episode you want it to fnd subtitles for

[poorlex]

Exact filenames were included in the screenshots. Here are the transcriptions:

Tried on 25 October 2021:

• Stargate SG-1 S04E10 Beneath The Surface (2000) [480p].mkv
• Dune (2021) [1080p].mkv
• Foundation S01E06 Death and the Maiden (2021) [1080p].mkv

Tried 26 November 2021 (after your reply):

• Central Intelligence (2016) [1080p]/Central Intelligence (2016) [1080p].mkv
• Daredevil S01 (2015)/Daredevil S01E01 Into the Ring (2015) [720p].mkv

On Ubuntu I used systemctl stop plexmediaserver.service and confirmed via browser and systemctl status plexmediaserver.service that it was no longer running. After which I used systemctl start plexmediaserver.service using browser and systemctl status plexmediaserver.service to confirm that it has restarted. Waited 5 minutes then I tried searching for subtitles again on the above files with the same results:

Have attached logs via the Settings>Manage>Troubleshooting>Download Logs button:

Plex Media Server Logs_2021-11-26_22-39-48.zip (6.0 MB)

[poorlex]

@drzoidberg33 / @ChuckPa it seems that there are similarities in my OP to this post that was closed w/out resolution in September 2021:

https://forums.plex.tv/t/a-post-in-subtitle-search-stopped-producing-any-results-after-upgrade-to-plex-pass-requires-staff-attention/760348

Is this a known issue/bug? Has there been any update on a fix?

[poorlex]

@drzoidberg33 / @ChuckPa

@ChuckPa

If I may?

1. It’s a holiday weekend. How about granting a little slack?
2. It’s after hours for me (i shouldn’t even be here) but will do what I can.
3. Upgrading to PlexPass doesn’t change subtitle searching or any of your settings.

Now it’s my turn for an “if I may”:

1. The holiday weekend in question was 1 month after my original post, this is now nearly 1 month after that response. We’re heading into yet another holiday weekend. When, exactly do you think I can expect a response? I only ask because these threads automatically close after 3 months of no responses, and at this rate unless I make lots of noise at my 1 month interval, I get no response.
2. Other than your initial response asking for more info, I haven’t seen if you’ve been able to do anything
3. I didn’t say that PlexPass upgrade caused my problems, only that they started occurring after I upgraded. I’m not saying A caused B. There is, however, some correlation between A and B, namely, timing.