Dear Plex,
I am lifetime plex pass user and while I usually love plex I have an issue that has been bothering me.
If I use plex from a website client (i have plex server on my ubuntu server proliant gen8 microserver) after a while i loose my subtitles on the screen. After i refresh the page the subtitles get back. But its annoying as I have to do this every 30ish minutes.
Is there a way to fix this and have others had a similar issue?
thanks in advance!
In order to diagnose this issue, the developers need log files from an affected system.
Both web app logs and server logs, downloaded right after the issue has occured.
Please enable debug logs both on server and web client before starting playback!
(DON’T enable “verbose” logging.)
It also helps if you include the Plex XML info of the played video.
Hi thanks for your reply. The files are included here.
Interestingly enough (might help you out) what happened is that I first waited for some time to be sure that subtitles aren’t appearing and after that I wanted to do a screenshot to confirm to you guys that subtitles aren’t there. As soon as I did the screenshot (windows shift s full screen snip) the subtitles immediately appeared which means it could be some kind of render issue which refreshed or something as I took the snip?
In any case in posting files in the attachment if you could help me out I would be very thankful.
Thanks!
client.log (43.1 KB)
Plex Media Server Logs_2021-11-20_18-04-53.zip (1.0 MB)
video.txt (7.1 KB)
The bitrate of the selected subtitle stream is suspiciously low.
Can you extract this stream and send it to me as a separate file? It certainly looks like like it’s actually a “forced” subtitle stream with just a few lines in it.
Its a srt file. How to get it to you I am not sure when i google it it says
“Where are subtitles saved? Subtitles are temporarily saved in a blob database. Downloaded subtitles are not intended to be user-accessible.”
How do i get it for you? But its just a srt file
It is not a SRT file.
It is also not a downloaded file.
As far as I can discern, it is muxed in to the MKV file together with the video and the audio streams.
So you need to “un-mux” it.
Depending on your operating system, you can use various software tools to achieve this.
On Windows, I use MKVtoolnix in combination with MKVcleaver MKVcleaver : GUI for mkvextract with batch support v 0.7.0.2 - Doom9's Forum
Once you have the single .SRT file, zip it and attach it to a personal message to me.
Hi when I download an opensubtitles subtitle the same thing happens
and F5 fixes is. Does plex server mux the subtitles into the videostream directly?
What I mean to say is that even if i download from opensubtitles the same thing happens so it was definitely not in MKV unless this is something that plex does.
Please tell me how to proceed. Ive just used a different SRT than before and still the same thing. Do you need some more info from this SRT? It seems that the same thing happens whatever I choose from opensubtitles
I have forwarded your report and those logs to the developers.
This might be a cleaner situtation. The same thing happened now but I have downloaded the subtitle in the attachment and used it. Can you check it that subtitle was used or something else?
After F5 it all worked
client.txt (52.1 KB)
Plex Media Server Logs_2021-11-20_20-12-45.zip (1.3 MB)
See.S01E04.The.River.1080p.WEB-DL.DD5.1.H264-CasStudio.srt.txt (34.5 KB)
videoxml.txt (16.0 KB)
I am having the exact same issue on my files that have the subtitles muxed into the MKV file. Even if I download new subs from opensubtitles it will not show. Only thing I can add that might help the devs find a solution is on my computer the subtitles show up perfectly for anything the is muxed into the MKV file. On android the subtitles show on some of my devices but not all (all running 8.25.1.28703). On my one IOS device (iPad running IOS 12.5.5 and app version 3.8.2) subs show fine. On my SheildTV that is running the PMS the subtitles will not show.
Ok so on the ShieldTV under the setting in Plex I found a setting for “Burn subtitles” that was set to “Automatic”, I set that to “Always” and I now have my subtitles back on the Plex App on the ShieldTV. So I checked this setting on my one Android device which is a Samsung A52 running the same App version as my Essential PH-1 (both phones are on Android 11) which on the PH-1 shows the Subtitles just fine no matter what the “Burn subtitles” setting is set to and I also had to set the Samsung A52 “Burn subtitles” setting to “Always” which then gave me back Subtitles on the Samsung A52. So now I have subtitles on all my devices. Not sure what changed to make this happen but I hope it helps the engineers to fix it and I hope it helps others on their devices that Subtitles are not showing.
Hi is there some kind of resolution for this? Its been happening all the time for me. Doesn’t matter if I update or anything.
I’m a lifetime member so should have all features unlocked
best
ika
Is this still happening in the web client?
Or on other client types?
yes i will make another ticket
This topic was automatically closed 90 days after the last reply. New replies are no longer allowed.
