Subtitles on UNC cannot be found

Plex Media Server
1

Server Version#: 1.20.2.3402
Player Version#: 4.44.1
Since a few weeks my PMS has trouble opening SRT files located on a UNC path next to the movie files. It seems the translation from the file path goes wrong and it messes up the UNC path, see the logs below of an example:

Oct 08, 2020 09:50:43.996 [0008] DEBUG - [Transcode] Found session GUID of 5978C342-A2A3-488C-86E5-D25FC8C93307 in session start.
Oct 08, 2020 09:50:43.996 [0008] DEBUG - [Transcode] Starting a transcode session 5978C342-A2A3-488C-86E5-D25FC8C93307 at offset -1.0 (state=3)
Oct 08, 2020 09:50:43.997 [0008] DEBUG - [Transcode] TPU: hardware transcoding: using hardware decode accelerator nvdec
Oct 08, 2020 09:50:43.997 [0008] DEBUG - [Transcode] TPU: hardware transcoding: zero-copy support not present
Oct 08, 2020 09:50:43.998 [0008] DEBUG - [Transcode] [Universal] Using local file path instead of URL: \192.168.178.37\Movies\Twister (1996)\Twister 1996.mkv
Oct 08, 2020 09:50:43.998 [0008] DEBUG - [Transcode] HTTP requesting GET http://127.0.0.1:32400/library/streams/152800?X-Plex-Token=xxxxxxxxxxxxxxxxxxxx
Oct 08, 2020 09:50:44.003 [2200] DEBUG - Completed: [84.241.200.20:43685] 200 GET /photo/:/transcode?height=2&minSize=1&url=http%3A%2F%2F127.0.0.1%3A32400%2Flibrary%2Fmetadata%2F36898%2Fthumb%2F1602143440&width=960 (25 live) TLS GZIP 190ms 104278 bytes (pipelined: 4)
Oct 08, 2020 09:50:44.022 [13400] DEBUG - Request: [127.0.0.1:64270 (Loopback)] GET /library/streams/152800 (25 live) GZIP Signed-in Token (durpsjek)
Oct 08, 2020 09:50:44.025 [13400] DEBUG - Calculated media file path for path [file://192.168.178.37/Movies/Twister%20(1996)/Twister%201996.nl.srt]: [“192.168.178.37/Movies/Twister (1996)/Twister 1996.nl.srt”]
Oct 08, 2020 09:50:44.025 [13400] ERROR - Couldn’t find the file to stream: 192.168.178.37\Movies\Twister (1996)\Twister 1996.nl.srt
Oct 08, 2020 09:50:44.026 [2200] DEBUG - Completed: [127.0.0.1:64270] 404 GET /library/streams/152800 (25 live) GZIP 3ms 331 bytes
Oct 08, 2020 09:50:44.026 [0008] DEBUG - [Transcode] HTTP 404 response from GET http://127.0.0.1:32400/library/streams/152800?X-Plex-Token=xxxxxxxxxxxxxxxxxxxx
Oct 08, 2020 09:50:44.026 [0008] ERROR - [Transcode] Error configuring transcoder: TPU: Failed to download sub-stream to temporary file
Oct 08, 2020 09:50:44.026 [0008] DEBUG - [Transcode] Streaming Resource: Terminating session 0xd68d130:C395569C-ED7D-4EB9-8B44-0C15E7E5D771 which is using 1982kbps of WAN bandwidth. Used is now 0kbps
Oct 08, 2020 09:50:44.026 [0008] DEBUG - [Transcode] Streaming Resource: Terminating session 0xd68d130:C395569C-ED7D-4EB9-8B44-0C15E7E5D771 which is using transcoder slot. Used slots is now 1
Oct 08, 2020 09:50:44.026 [0008] DEBUG - [Transcode] Streaming Resource: Terminated session 0xd68d130:C395569C-ED7D-4EB9-8B44-0C15E7E5D771 with reason Conversion failed. The transcoder failed to start up.
Oct 08, 2020 09:50:44.026 [12624] DEBUG - [Transcode] Killing job.

Anyone seen this before? As you can see, especially this line is what worries me:
Couldn’t find the file to stream: 192.168.178.37\Movies\Twister (1996)\Twister 1996.nl.srt

It seems to be missing the \ for the UNC path. I’ve searched through the forums and came across a lot of external subtitle issues. I also changed the agent to use local media assets, but no luck.
The error message when starting such a video is: Conversion failed. The transcoder failed to start up.

Any input is appreciated…

2

Workaround is to map to a drive letter.

1 Like
3

Which Plex client is used?
Is it Plex Player for Windows?
What happens if a different clien type is used?

4

There is a fix for this coming in the next beta release (1.20.4) which should be available in a few weeks.

5

I tried several different players, Edge, iOS, Chrome…all face the same issue.

6

Sounds good, we’ll have to sit tight for a possible fix. For now, I deleted all *.srt files on my disks, at least now everything starts playing automatically again.

7

So you break it, then we have to wait a few weeks for it to be fixed.

Awesome.

8

I just hit the same issue tonight. New TV episodes that I added recently will error out when trying to play with their SRT subtitle files.

I see the same error message “ERROR - Couldn’t find the file to stream”, where the “//” is missing from the UNC file path for the SRT files. Plex dance, refresh metadata, analyze, etc does not fix the issue.

Never seen this issue in the past, and previously added videos with SRTs don’t seem to have the issue, so I’m guessing this is a recent bug with the metadata scanning?

Hopefully the upcoming build mentioned by drzoidberg33 fixes it. Thanks.

9

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