Subtitles not working if there are multiple versions of one movie

[mphslaats]

Hi, I am using Plex for a couple of years now, and recently ran into a problem.

I have one user who wants their movies with Dutch subtitles and one who wants them in English. Both accounts audio and subtitle settings are as follows:

• Preferred audio language: English
• Preferred subtitle language: Dutch for user 1 and English for user 2
• Auto select subtitle mode: always enabled
• Hearing impaired subtitle: prefer non hearing impaired subtitles
• Forced subtitle searches: prefer forced subtitles

If I or the other user plays a movie de subtitles are automatically downloaded from the internet and added to the movie, respecting their preferred language.

However, I do have a couple of movies who are available in two versions: 4K and 1080P. If I or the second user play this movie, the subtitles are not showing/downloading automatically.
If I select subtitles manually, they are not showing. I also tried fixing it by downloading subtitles and uploading them but that does not work either.
If I delete the 4K version for example, and “scan the library files” of the movie library, and go to the movie the subtitles are working fine.

Is there a way to have two versions of a movie while the subtitles are working similarly to the movies which have only one version?

[nydave69]

Are there 4K subtitles actually available.
If you can download the subtitle name it like the 4K version of the movie.

[mphslaats]

That is not the problem, if I start a movie ; click settings ; click subtitles ; and select search, it shows me a list of available subtitles as shown below. However, if I select one of the subtitles it does not show the content on screen.

However If I move either the either the 4K or the 1080P version from my library, the movie only has one version available. If i repeat the steps to add a subtitle file while playing the movie, it suddenly works