I have a MKV HEVC 10bit depth with AC3 and AAC audio tracks movie and I want to sync it to my phone.
Streaming the movie works fine, but whenever I try to sync it, plex says that there is an error (“The transcoder found an error”) and it stops there.
I don’t really care if the movie can be played without transcoding the video/audio, or if Plex should first transcode it so whatever codecs my phone supports. I just want the movie to sync to my phone (and I don’t really think I’m asking for much).
Is that possible or not? And if “yes”, how?
EDIT: Forgot to mention, I’m running Plex server 1.13.4.5271 on Synology
This is happening with ~30 files from different sources. I really don’t think the 30 files are damaged or not encoded correctly.
Also, as I said, the file plays correctly via streaming. So definitely the file is OK and my phone is able to play it. So why Plex won’t sync it?
Is there a way I can send this file via a private message of some sort. I had a quick look at the logs and there is quite some sensitive information in there that I really don’t feel comfortable posting in public (email addresses, device name, path folders, etc…)
I just sent you the zip with the logs
But how is that possible? It plays just fine if I stream it.
Also, hold on… “Jul 22, 2018 17:53:40”. That doesn’t seem quite right. I tried this like 10 minutes ago, so it should say “18:40”. (Yes, the timezone in my Synology is correct).
@trumpy81 I really don’t understand the entire remuxing/re-encoding/timecode problem. But it really seems like a bug in Plex, rather than my file.
My point of view:
My TV is able to play the file.
My phone is able to play the file.
My tablet is able to play the file.
My PS4 is able to play the file.
Why Plex can’t sync the file to my phone? Going even further down the question: If the file really needs a re-encode, why plex can’t handle that? I mean, it will have to re-encode it anyway in order to sync it to my device, so why it can’t handle that problem? (like Handbrake would do, according to your prev reply).
Ok, but even if the issue is my file, why can’t Plex handle this? I’m quite sure HEVC can be transcoded via software instead of hardware (obviously, it will take more time). Also, I really don’t think Handbrake is able to transcode HEVC via hardware on my computer, since my CPU is quite old (Macbook Pro 2013).
I have Handbrake transcoding the HEVC file on my Macbook Pro 2013, in front of my eyes. Which means that HEVC can be transcoded via software. Which means that my Synology could do it too. Which means that Plex can actually handle this case and fix the problem on it’s own, instead of making me transcode the file using 3rd party software.
@trumpy81 Please read carefully what I’m saying.
I’m saying that my Macbook Pro (not my Synology) is transcoding the file (with Handbrake).
If I may step in?
May I see the XML of the file in question?
(Hover over the item, Click the ellipsis. Click “Get Info”. In the popup, click ‘View XML’.
Copy/paste that entire block of text which is displayed in the new Plex/web window here for me to see.
@ChuckPa
<MediaContainer size="1" allowSync="1" identifier="com.plexapp.plugins.library" librarySectionID="2" librarySectionTitle="Series de TV" librarySectionUUID="ea6c3d81-a0cc-4b89-a840-af2575940cef" mediaTagPrefix="/system/bundle/media/flags/" mediaTagVersion="1531970186">
<Video ratingKey="32563" key="/library/metadata/32563" parentRatingKey="32558" grandparentRatingKey="32460" guid="com.plexapp.agents.thetvdb://321239/2/5?lang=es" librarySectionTitle="Series de TV" librarySectionID="2" librarySectionKey="/library/sections/2" type="episode" title="Simientes" grandparentKey="/library/metadata/32460" parentKey="/library/metadata/32558" grandparentTitle="El cuento de la criada" parentTitle="Temporada 2" contentRating="TV-MA" summary="Defred crece mientras una ceremonia de Gilead arruina su relación con Nick. Janine intenta adaptarse a la vida en las colonias, poniendo en peligro su amistad con Emily." index="5" parentIndex="2" rating="10.0" year="2018" thumb="/library/metadata/32563/thumb/1531767263" art="/library/metadata/32460/art/1531767266" parentThumb="/library/metadata/32558/thumb/1531767266" grandparentThumb="/library/metadata/32460/thumb/1531767266" grandparentArt="/library/metadata/32460/art/1531767266" grandparentTheme="/library/metadata/32460/theme/1531767266" duration="3108737" originallyAvailableAt="2018-05-16" addedAt="1531766989" updatedAt="1531767263" chapterSource="media">
<Media videoResolution="1080" id="232439" duration="3108737" bitrate="2062" width="1920" height="1080" aspectRatio="1.78" audioChannels="6" audioCodec="ac3" videoCodec="hevc" container="mkv" videoFrameRate="24p" videoProfile="main 10">
<Part accessible="1" exists="1" id="232932" key="/library/parts/232932/1531766763/file.mkv" duration="3108737" file="/volume1/video/Series/Handmaid's tale/T2/2x05 - The Handmaid's Tale [x265].mkv" size="801340693" container="mkv" deepAnalysisVersion="2" hasThumbnail="1" requiredBandwidths="2147483647,2147483647,2147483647,2147483647,2147483647,2147483647,2147483647,2147483647" videoProfile="main 10">
<Stream id="472122" streamType="1" default="1" codec="hevc" index="0" bitrate="1678" bitDepth="10" chromaSubsampling="4:2:0" colorRange="tv" frameRate="23.976" height="1080" level="120" profile="main 10" refFrames="1" requiredBandwidths="7029,4588,3747,2375,1851,1851,1851,1851" width="1920" displayTitle="Desconocido (HEVC Main 10)"/>
<Stream id="472123" streamType="2" default="1" codec="ac3" index="1" channels="6" bitrate="384" language="Español" languageCode="spa" audioChannelLayout="5.1(side)" requiredBandwidths="384,384,384,384,384,384,384,384" samplingRate="48000" displayTitle="Español (AC3 5.1(side))"/>
<Stream id="472124" streamType="2" selected="1" codec="aac" index="2" channels="2" bitrate="64" language="English" languageCode="eng" audioChannelLayout="stereo" profile="he-aac" requiredBandwidths="64,64,64,64,64,64,64,64" samplingRate="48000" displayTitle="English (AAC Stereo)"/>
<Stream id="472125" streamType="3" codec="srt" index="3" bitrate="0" language="Español" languageCode="spa" requiredBandwidths="1,1,1,1,1,1,1,1" displayTitle="Español (SRT)"/>
<Stream id="472126" streamType="3" codec="srt" index="4" bitrate="0" language="English" languageCode="eng" requiredBandwidths="1,1,1,1,1,1,1,1" displayTitle="English (SRT)"/>
</Part>
</Media>
<Director id="24090" filter="director=24090" tag="Mike Barker"/>
<Writer id="24087" filter="writer=24087" tag="Bruce Miller"/>
<Extras size="0"></Extras>
</Video>
</MediaContainer>
That’s a lot of processing already to have shrunk something down to that low a bitrate and 800 MB. Personally, it hardly seems worth trying to carry the HDR tag. There is nothing to be gained by wasting file space on color bits but discarding primary video resolution at 1.67 Mbps.
Before continuing, may I also see the ZIP logfile of where this failure was captured.
I request:
- Verify DEBUG logging on (Settings - Server - General)
- Start playback / the task
- 30 second after the failure, terminate whatever is being attempted (Sync or playback)
- Wait other ~15 for everything to clean up and get to the log files
- Settings - Server - Help - Download Logs.
- Please attach the ZIP file it gives you here with your next post. I will examine it
@ChuckPa I just sent you two zips via private message.
Regarding the quality/compression of the file, that really is not the point here.
No, it’s not, but you do have a DS916+ and its processor is not capable of decoding HEVC in hardware. Adding HDR to that CPU load only compounds the issue. My only reason for mentioning it up front was purely consideration of your time and resources with regard to media and its management
Would you please comply with my request for DEBUG logging only? VERBOSE OFF
Jul 22, 2018 19:48:05.706 [0x7f2e2afff700] VERBOSE - Auth: Came in with the master token, authorization succeeded.
Jul 22, 2018 19:48:05.706 [0x7f2e1be6b700] DEBUG - Request: [::ffff:127.0.0.1:60995 (Loopback)] GET /:/metadata/updateProgressMessage?message=Scanning%20How%20I%20Met%20Your%20Mother%2FT6 (5 live) GZIP Signed-in Token (alexandernst)
Jul 22, 2018 19:48:05.706 [0x7f2e1be6b700] VERBOSE - * User-Agent => Mozilla/5.0 (Windows NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/47.0.2526.106 Safari/537.36
Jul 22, 2018 19:48:05.706 [0x7f2e1be6b700] VERBOSE - * Host => 127.0.0.1:32400
Jul 22, 2018 19:48:05.706 [0x7f2e1be6b700] VERBOSE - * Accept => */*
Jul 22, 2018 19:48:05.706 [0x7f2e1be6b700] VERBOSE - * Accept-Encoding => gzip
Jul 22, 2018 19:48:05.706 [0x7f2e1be6b700] VERBOSE - * X-Plex-Token => xxxxxxxxxxxxxxxxxxxx
Jul 22, 2018 19:48:05.706 [0x7f2e1be6b700] VERBOSE - * message => Scanning How I Met Your Mother/T6
Jul 22, 2018 19:48:05.707 [0x7f2e2afff700] DEBUG - Completed: [::ffff:127.0.0.1:60995] 200 GET /:/metadata/updateProgressMessage?message=Scanning%20How%20I%20Met%20Your%20Mother%2FT6 (4 live) GZIP 1ms 166 bytes
Jul 22, 2018 19:48:05.717 [0x7f2e2ad11700] VERBOSE - Auth: We found auth token (xxxxxxxxxxxxxxxxxxxx), enabling token-based authentication.
Jul 22, 2018 19:48:05.718 [0x7f2e2ad11700] VERBOSE - Auth: Came in with the master token, authorization succeeded.
Jul 22, 2018 19:48:05.718 [0x7f2e212b3700] DEBUG - Request: [::ffff:127.0.0.1:60996 (Loopback)] GET /:/metadata/updateProgressMessage?message=Scanning%20How%20I%20Met%20Your%20Mother%2FT5 (4 live) GZIP Signed-in Token (alexandernst)
Jul 22, 2018 19:48:05.718 [0x7f2e212b3700] VERBOSE - * User-Agent =>
Ah, I see your point. Well, I know it would be better if my files could be transcoded via hardware by my Synology, but in this particular case I really don’t mind waiting a couple of days, or maybe even a week. I just want it to work without me having to transcode by hand those files.
Also, about the debug-only. I turned verbose off, but I guess the verbose parts that were already logged won’t go away from the logs. I turned off verbose logging at around 8pm.
Thank you. Further down your logs, your DS916+'s CPU rejects PMS request for HEVC HDR setup
Jul 22, 2018 20:10:46.569 [0x7f2e2ad11700] DEBUG - Completed: [::ffff:127.0.0.1:39003] 206 PUT /video/:/transcode/session/eae2c6b6-3d36-425e-9a72-a6d101019744/6a3c7d9c-aae7-4bd3-af50-5afce273a3a5/progress?duration=3826.603000 (21 live) 1ms 326 bytes (range: bytes=0-)
Jul 22, 2018 20:10:46.573 [0x7f2e20cd7700] ERROR - [Transcoder] [hevc @ 0x32a1c40] Failed setup for format vaapi_vld: hwaccel initialisation returned error.
Jul 22, 2018 20:10:46.576 [0x7f2e2afff700] DEBUG - Auth: authenticated user 1 as alexandernst
Jul 22, 2018 20:10:46.577 [0x7f2e155b8700] DEBUG - Request: [::ffff:192.168.1.100:63050 (Allowed Network)] GET /status/sessions/background (20 live) TLS GZIP Signed-in Token (alexandernst)
Jul 22, 2018 20:10:46.579 [0x7f2e2afff700] DEBUG - Completed: [::ffff:192.168.1.100:63050] 200 GET /status/sessions/background (20 live) TLS GZIP 2ms 645 bytes (pipelined: 23)
Jul 22, 2018 20:10:46.641 [0x7f2e2ad11700] DEBUG - Auth: authenticated user 1 as alexandernst
