Transcode=2003,File is unplayable. DoVi (Profile 5) color space is not supported

[bradgoddard]

Server Version#: 1.32.8.7639
Player Version#:Plex Web 4.122.0 (Also on Samsung TV and Chromecast)

Hi Team,

I have just started getting an error stating DoVi (Profile 5) color space is not supported for some shows. This is happening across multiple Plex players including Web, Samsung TV and Chromecast.

The server is running on a Synology NAS (RS2421+) running DSM 7.2.1-69057 Update 1.

The console entry when I try and start is as follows:

[Req#abb6d0/Transcode] Streaming Resource: Reached Decision id=83390 codes=(General=2000,Neither direct play nor conversion is available. Direct Play=3000,App cannot direct play this item. Direct play is disabled. Transcode=2003,File is unplayable. DoVi (Profile 5) color space is not supported.) media=(id=223180 part=(id=225227 decision=none container=mp4 protocol=dash streams=(Video=(id=520104 decision=transcode bitrate=2147483647 encoder=libx264 width=1920 height=1080) Audio=(id=520105 decision=transcode bitrate=256 encoder=aac channels=2 rate=48000) Subtitle=(id=520116 decision=transcode bitrate=2147483647 encoder=ass languageCode=eng location=sidecar))))

Any thoughts on the issue?

[FordGuy61]

Plex does not have a license from Dolby to transcode or tone map Dolby Vision video.

DV Profile 5 contains no HDR10 compatibility layer.

If the media cannot be direct played or direct streamed, playback fails with the “color space not supported” error message.

This is expected for Samsung TVs as they do not support Dolby Vision video.

It will happen with Plex Web when using an SDR display. Not sure when using a DV compatible display.

In the log entry you can see decision=transcode for the video, audio, and subtitles.

You’ll need to figure out why Plex wants to transcode the video.

You might try turning off the subtitles. If that does not help, then look for other reasons such as bandwidth limitations (if remote), screen size limitations (playing 4k on 1080p screen), etc.