Synology running Plex will not even recognize .mkv files in my TV directory

Plex Media Server NAS & Devices
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Synology Version: DSM 6.2.3-25426 Update 2 Player Version: 4.12.3
Open Media Vault: 6.1.7-1 (Shaitan) Plex Version: Version 4.87.2

So we both have a TV show that 1280X720 23.98 FPS. Audio AAC LC AAC (avcodec) Bitrate 160 Stereo H.264.
The OMV Server Plex sees this video is cataloged and plays fine on this server yet the Synology version does not even see the file and catalog it nor can it be played. Is there some sort of Codec upgrade that is missing? Just as a test we converted the file to an .mp4 and it was seen and played fine. Anyone know what could be causing this ?

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The Syno server should have no problems recognizing mkv files. From your description it sounds like there might be a permission issue.

If you’re on DSM 6, make sure the Syno account Plex has access to those files (and don’t store your media in the Plex share).

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Only these files are a problem… there are other files in the same directory that work.

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Before digging deeper into this, you should seriously consider updating the Plex Media Server on your Syno. The version you have installed should be in the range of 1.18.3 to 1.18.5… those are 3 years old – that’s ancient when it comes to Plex…

Keep in mind: the upgrade will take some time as Plex needs to process updates to your database for through all those 3 years; the current-generation PMS will not let you do anything else with your server while it’s doing those updates (e.g. giving you a http error message that it’s busy).

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yes that is the first thing I told him but he is nervous out updating both Synology. I am hoping to convince him to upgrade at least his Plex.

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@psolimando

Between Tom and myself, we’ll get through any issues quick and easily.

May I ask approximately how many files (total amount) are indexed in PMS ?

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He said he has about 700 or 800. Thanks guys… my buddy called me for help because he knows I have been using Plex for quite a while… but I can’t figure this one out. So I am on his PC with Teamviewer looking around. Still scratching my head. I agree he needs to be up to date. Looks like he has a version 6.2.3 on his Synology so he can’t do an automatic Plex upgrade. He told me the last time he tried to upgrade Plex it never took. So I guess he downloaded it but looks like it never installed.

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Can you plex dance the files, upload the server logs, and then provide a screenshot of the file names?

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Just be aware this works fine on my Plex with the same exact names and files and folders.

Directory of Z:\The White Lotus\The.White.Lotus.S01.COMPLETE.720p.AMZN.WEBRip.x264-GalaxyTV[TGx]

01/11/2023 08:23 PM 449,763,704 The.White.Lotus.S01E01.720p.AMZN.WEBRip.x264-GalaxyTV.mkv
01/11/2023 08:25 PM 408,508,747 The.White.Lotus.S01E02.720p.AMZN.WEBRip.x264-GalaxyTV.mkv
01/11/2023 08:26 PM 510,245,074 The.White.Lotus.S01E03.720p.AMZN.WEBRip.x264-GalaxyTV.mkv
01/11/2023 08:27 PM 490,129,098 The.White.Lotus.S01E04.720p.AMZN.WEBRip.x264-GalaxyTV.mkv
01/11/2023 08:28 PM 449,505,377 The.White.Lotus.S01E05.720p.AMZN.WEBRip.x264-GalaxyTV.mkv
01/11/2023 08:28 PM 487,806,305 The.White.Lotus.S01E06.720p.AMZN.WEBRip.x264-GalaxyTV.mkv
6 File(s) 2,795,958,305 bytes

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That is only one part of what is asked for. The paths and Plex dance will also provide more information. It could be a permissions issue or something else. Which is why we ask for all 3 pieces of information. (the file names and path give us information that might be root cause, or just what to look for in the server logs) The server logs then can give us insight on what Plex is seeing/doing

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Right, understood, will have to get access to his Synology and get more information. Be aware however while I was in Teamviewer I looked at this by folder in Plex and the folder for these files and Plex was able to see the folder and I could access the folder but there were no files to be seen in Plex but Windows sees the files fine.

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That screams permissions issues then on the files. When you assign the permissions make sure you select the including subfolders and files

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May I comment on theses names?

 The.White.Lotus.S01E04.720p.AMZN.WEBRip.x264-GalaxyTV.mkv

The syntax is <Show Name>Delimiter<SxxExx>Delimiter<Optional Text>.EXT

What’s the show’s name? “The” ?

If this might have worked in the past – luck.

I’m going to recommend renaming ONE as a test

The White Lotus - S01E04 - [720p AMZN WEBRip x264 GalaxyTV].mkv

I don’t know what you use for a collection tool but I suspect it will allow you to specify naming rules.

I will help you with whatever is needed.

I use FileBot and Sonarr.
I also use the full Plex recommended structure

Series folder: {Series Title}
Season folder: Season {season:00} (2 digit seasons)
Episode: {Series Title} - S{season:00}E{episode:00} - {Episode Title}

Yes, these names with spaces are a pain to type at the command line because you have to quote everything but in a GUI? Even at the command line, Linux has "shell completion. I type part of the name, hit tab, and it fills in the rest for me. That’s a pretty neat trick IMO

If I sound harsh, I don’t mean to.

I am only speaking from experience.

Before I got all my naming in order, I had the SAME PROBLEMS . Drove me NUTS!

Since I automated the naming, per the rules, I don’t think twice and PMS NEVER MISSES

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Use Sonar but have not specified any naming rules…just usually take them as they are. So my buddy wanted this show and he got it but like I said earlier, works fine on my OMV server running docker and not his Synology running the Plex add-on, however like I told him a while ago. He has to try and keep up to date on the Plex and the Synology. He is afraid to update the Synology cause loss of data and he has his life on it :frowning: so I am still working on him about that.

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