Subtitles Disappear on Samsung Tizen (50Q80A) - logs attached

Plex Players Smart TVs
1

Server Version#: 1.28.1.6104
Player Version#: 5.32.1

Simply put, subtitles disappear or get out of sync after a while, typically after pausing, fast forwarding, or resuming playback. This happens exclusively in Tizen.

I’m absolutely sure it’s a bug on the Samsung Plex App, since, for example, when subtitles disappear, I pause, I go to the Plex in the IPad app, and then resume. Subtitles reappear. Then I pause, go back to the Samsung tv, resume. No Subtitle. The only way I can it make appear again on Samsung tv, is “play from start”. Then when I fast forward to where I was, sometimes I have the subtitle working, sometimes it doesn’t.

Also, this happened with every single SRT language subtitle (I use bazarr, so I have dozens of subtitles always available). All of them work on the iPad, none of them work on Samsung tv when this happens.

There’s no way to absolutely reproduce the problem, I noticed that this only happened to me (but it’s probably a coincidence) while transcoding EAC3 and direct playing 4K HDR. Have no idea if it’s related.

Server logs attached. Please resolve the bug, I noticed that has been reported years ago, but never solved, and no response from Plex, so I’m hoping the main issue that prevents me from buying the Plex Pass, gets solved.

2

This is already reported couple of weeks ago, I’m having it too. They said it was fixed in the latest client release but it’s still there and there no news from Plex.

Keep your fingers crossed, PLEX and subtitles were never good friends unless you transcode them with video but would you want to loose quality unless you are forced by the connection quality.

3

Where was it reported?

I saw some similar threads but they were supposedly fixed.

4

I have the same issue. I made several tests and came down to this:
If the file playing has embedded .pgs subtitles , even if they are not selected , the file will direct stream the video and transcode the audio. When the transcoding happens(even if it sais it is the audio being transcoded and not the video as I would expect) the subtitles lose sync if you pause,skip forward/backward etc. I tried with enabling the pgs subtitles and with external/internal srt and the result is always the same.

1 Like
5

Still waiting a feedback for plex on this issue, posted on several threads with similar error, it’s being 15+ days now and no news from plex… client version 5.44.6 subtitles keep disappearing in a totally random behaviour.

1 Like
6

i believe it happens when pausing or stopping the stream. To get them to show again do like 5 second rewind.

7

I have version 5.45.3 now and all seems fine again

8

Still not fixed here. 55q80a ,latest versions pc client and tv app.

9

Same problem here on Samsung 55q74a. My subtitles reappear when I choose another quality (so when Plex transcodes). I am using a Synology NAS DSplay

10

Still not fixed here too…

11

Still not fixed on 50Q80A.

12

Tizen Client 5.45.3 and problem still remains. Subs disappear in the latter half of video. Workaround is to burn the subs into the video, but that causes load on server and slows down seeking

13

I believe I found the cause. I’ll be working on a fix.

3 Likes
14

Thanks, Please keep us posted.

15

That’s good to hear. Thank you for the good customer service. I have hearing damage and can’t view a movie without the subtitles, so they’re important to me. I really appreciate your help.

16

Thanks @sLumpy

Edit: I’ve noticed a new version was pushed 5.46.1 but the subs issue is still there…sadly I’m pretty sure it’s a nasty bug to iron out…anyway, thanks for keep trying…

1 Like
17

Hi!

I have the same issue. Samsung Q70A 2021, plex app Version is 5.46.1.
For me it seems like the problem only appears on HDR content. Or i’m just lucky with my non HDR content.

Do we have a status for this problem yet? Is it being worked on?

Regards.

18

This should now be fixed in 5.47.1

19

@sLumpy In my QA80A (2021 model) I still have available only the 5.32.1 in the Samsung store.

I have US regional settings.

Am undoing something wrong?

20

The store version number is the version is the packaged version. You can find the app version in the Settings → About menu