Transcode error when playing trailers on my synology

Plex Media Server NAS & Devices
1

Server Version#: 1.14.1.5488
Player Version#: 3.77.4
I was told to make a new topic regarding my problem and attaching the zip file.
I hope the pler version i put down was correct as i got it from the web client version.

At the moment i seem to be having problems with playing the trailers the movies play fine its just the trailer im having a problem with .

I always get the " Conversion failed. the transcoder exited due to an error."

I have tried to play trailers on all my other devices and its still the same thing.
The server is running on a Synology Nas DS918+ i have never had the problem until now.

Hope you would be able to help me thank you and hope to hear from you soon.Plex Media Server Logs_2019-01-27_14-09-58.zip (4.9 MB)

2

Thanks for supplying the log files when you created the thread. It saves us a great deal of time.

  1. You can turn off IPv6 in PMS. It’s not used on your LAN which is IPv4.

  2. In both cases “Beverly Hills Ninja” failed to play. Do other movies play?

  3. That particular file has many different languages in it. You might want to clean out what you don’t need. It will greatly improve start time.

  4. I am a bit concerned in that you have a HW transcoding capable Synology and a PlexPass but it was not found when it tried to look.

  5. Please turn off IPv6

  6. Restart DSM

  7. Attempt to play a different file.

  8. If this does not resolve it, I would like you to switch the ethernet cable to the other adapter (eth0) if possible. It’s currently plugged in as eth1. If you’re using DHCP from the modem/router (automatic IP assignment), you will want to do this by powering off the Syno first, switching cables, then powering back up to acquire an address properly.

3

Hi ChuckPA,

Thank you fer getting back to me.

I have tried what you said and i still get the same problem.
The movies play perfectly fine when i want to watch it even on all my other devices they play fine its just i cannot play the trailers for the movies doesnt matter which movie i select or which device i use. It was just something that just happened not sure why.

4

The HW transcoding not being detected is a problem.
I’ve written the startup routine to make sure HW transcoding is configured but something seems to have gone awry with yours.

Would you be kind enough to:

Control Panel - Users - Plex : See which groups it is a member of?

It should look like this:

Screenshot%20from%202019-01-26%2023-39-00
Screenshot from 2019-01-26 23-39-00.png924×231 17.9 KB

5

What is the HW transcoding because sometime when im watching a movie it will say transcoding(hw).

I have gone into the control panel and checked the settings and this is what it shows.

plex%20screenshot
plex screenshot.jpg910×520 39.1 KB

6

Thanks. I wanted to make certain that wasn’t getting in the way. The log file was showing me entries which didn’t make sense but if you see transcoding(hw) then all is good.

HW transcoding is when the ASIC in the CPU does all the work instead of the CPU trying to slug its way through it. It makes the difference between smooth playback of multiple streams concurrently and stuttering every 5 seconds with 20 second pauses while it tries to catch up… not pretty.

Having had time to go over your log again. It looks like the trailers themselves are not coming in cleanly. I don’t have an explanation for this. Being the weekend, there is nobody I can ask.

Do you mind if I ask when everyone is back in the office?

7

Hi ChuckPA,

Thank you for your help, Yeah that is fine i can understand being the weekend i will wait until hopefully you can find a solution :slight_smile: thank you.

8

Hi ChuckPA,

Just wondering if you happened to find out anything from anyone back at the office on how to fix the issue?

9

This topic was automatically closed 90 days after the last reply. New replies are no longer allowed.