Subtitles and audio out of sync since the last Samsung Plex update

Plex Players Smart TVs
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41

I did some research on this and found this

https://support.plex.tv/articles/203810286-what-media-formats-are-supported/

Basically the Plex App on Samsung TV will not support files with over 30 streams. (video/audio/subtitles). Its worked for me up until a month or so ago, but this is what it says now.

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This still has nothing to do with how many subtitle tracks there are in a file, for me at least.
The issue pops up anytime Plex has to start transcoding the video file, mostly due to incompatible audio codecs.

I got DTS working on my Samsung set, my soundbar supports it, but stuff like TRUEHD 7.1 is still causing the tearing, which results in audio being out of sync.

Is there any way to contact the Plex support team for this?
I feel like we’re just flailing our arms here without anyone from Plex registering that we’re all having issues since an update they pushed out
 :confused:

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The links says at the bottom “Last modified on: February 3, 2022”, but this issue started just a couple months ago.

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Version : 5.51.1
Platforms : Samsung 2016 to 2022 Televisions (Tizen 2.4, 3.0, 4.0, 5.0, 5.5, 6.0, 6.5)

FIXED:

  • Fixed items row being incorrectly positioned when there was only one visible
  • Fixed times shown at top of Live TV grid being displayed as UTC instead of local time
  • Fixed settings items showing Plex badge or theme colors
  • Increase photo library delay to 10 seconds before showing buffering indication
  • Remove check for library “Includes adult content” for Discover Credits
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@markus101 @sLumpy

Hi, guys, can you please give us an update on this issue?

It’s been almost 6 months.

2 Likes
46

I love this new feature where I have to set my subtitles to Always burn, so that means that around 93% of playback the video buffers for a while and sometimes my CPU goes to a 100% usage and then the video playback fails and I have to start the episode all over again and seek forward almost to the end because the Resume option is no longer available.

Yeah, good times.

1 Like
47

Same issue, i’ll get to the end of a episode and it locks up and I have to start the episode over. Neither @markus or @slumpy have replied to any messages sent. Honestly its brilliant that they have absolutely no support or support ticket system. Makes their job much easier, screws the customer.

1 Like
48

I still don’t get the lack of response, it’s not a minor bug.

49

So I have the same problem; Playing a video with subtitles glitches the video and/or puts the audio out of sync. If subtitles are turned off, no problems.

This started happening in mid-september 2022 out of nowhere, I watched new episodes of two shows as they released, halfway through the seasons for both shows this glitch started appearing with no explanation.
Solution: I either had to watch without subtitles, or burn them in.

Sometime in December I think, I randomly tried to play one of the shows again with subtitles and it suddenly worked. I tried the other show but that still doesn’t work.

Now I’ve found this thread and the comment about a maximum of 30 subtitle tracks, so I decided to try and remove the subtitle tracks so that it was under 30, and what do you know, now it works.

That is great and all, but could a developer please give us an explanation to why this random limit suddenly appeared at all?

EDIT:
So I went back and figured out when exactly it started happening to me, sometime between September 19th and September 23rd.
There is one update that happened during this time:

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New version but still broken

Version : 5.53.5
Platforms : Samsung 2016 to 2022 Televisions (Tizen 2.4, 3.0, 4.0, 5.0, 5.5, 6.0, 6.5)

NEW:

  • Change Settings screen to use Streaming Services modal instead of embedded list

FIXED:

  • Remove library type & add seasons/episodes count to “Watch from these locations” row
  • Search: Fixed disabling “More Ways to Watch” not disabling “Popular Searches on Plex” row
  • Search: Left-align heading regardless of search history
51

This is still broken. Really this is annoying. It feels like you don’t want more customers. You intentionally push updates that break stuff and after that don’t fix them.

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Hey, at least now you can rate Shows and Movies with stars. :face_with_symbols_over_mouth:

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@markus @slumpy

Anything guys? Any news or answer at all?

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Keeping the thread alive.

Got a PM from @slumpy that he’s back.

Hope this gets fixed soon, since subtitles is core functionality.

55

Any news would be great :frowning:

Plex on Samsung is basically unusable now.

1 Like
56

still broken. mkvs with many subtitle tracks make the sound stutter. remux the file and remove most subtitle tracks → everything plays fine.

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We should keep issues separated. This thread is only for the subtitle desync from the audio. Unfortunately it hasnt been solced and it looks like Plex are not wanting to do anything to solve it.

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@slumpy anything?

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I’m looking at this now, and I am not getting issues of playback on my end. I’ve watched multiple movies of multiple formats with multiple subtitles and everything plays fine here. I’m going to need a lot more info before I can track down the problem. Whoever is affected, please provide this info below, even if someone else already provided it. Sometimes Samsung devices are silly and decides to not work because of the smallest details. Also, please ensure you’re on the latest version of the app and PMS.

  • Logs
    • Enable Log to Server in the Samsung app, and download them after the issue has been reproduced on the TV
    • Timestamp of when issue starts to occur would be helpful as well
  • TV Year & Model number
  • ffprobe/MediaInfo/xml of files having issues
  • Samsung app settings. Specifically:
    • Advanced → Allow Insecure Connections & Prefer Insecure Connections
    • Manual Servers (if any)
    • Audio/Video/Subtitle Burn settings
  • PMS Network & Transcoder settings
    • Feel free to redact any IPs but do let me know if it’s an internal/external IP
  • PMS device CPU/GPU

Please DM me the info instead of posting in thread here.

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Hi, has anyone sent what sLumpy asked for?