Subtitles stop working after several minutes of no dialogue on Xbox app

[zachariabishop_gmail_com]

Hello. PMS is on a Windows 10 desktop, playback issue occurs on the Xbox Series X Plex app.

Issue: When watching videos with the mkv format and subtitles enabled, if there is 4-5 minutes of no dialogue, the subtitles will stop displaying after the first line after the break. I.e. there is talking and subtitles work, then 3-4 minutes of no talking, the first line of dialogue will have a subtitle then the rest will not. Temporarily fixed by either switching subtitle file or restarting movie and fast-forwarding to where I left off.

Have tried downloading the subtitles (always .srt) and also using the plex app search for subtitles feature from opensubtitle.org. Only happens on mkv movies, no issue with other file formats that I have seen. I’ve had this happen very consistently with mkv, 8-9 times at least.

I played the movie I had the issue with last night in the background while at work in Chrome and checked in on it every once in a while and it seemed to always have subtitles. It did not transcode for either playback.

I can test other playback devices if that is needed, roku tv or through a different web browser.

Any common issue/config error that I can correct to fix this? Is there a bug with the Xbox app? Let me know if I need to include any logs.

Server Version#: 1.24.3.5033
Player Version#:

[zachariabishop_gmail_com]

After switching to using the Roku TV app, I have not had this problem at all. Tried it on Xbox again yesterday, happened again. I also tried reinstalling the app on my Xbox, no luck. There is something broken with subtitles on the Xbox Plex app when viewing videos in the mkv format.

[zachariabishop_gmail_com]

Tried this last night on a friend’s Xbox, same thing happened, but I’m not sure if stretches of silence mattered or if it would just stop working every 30ish minutes. Again, only on the Xbox app have I experienced this issue and now its been on multiple Xboxs.

I even have upgraded the device my plex server was hosted on and got the same issue. Multiple server hosts, multiple Xboxs, one potentially broken app and 0 support after a month. Would appreciate some kind of guidance or response from a Plex person.

[zachariabishop_gmail_com]

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