“Unable to find client profile” errors on LG Smart TVs, Long Pause Before Playback

Plex Players Smart TVs
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Server Version#: 1.14.1.5488, on QNAP
Player Version#: Plex for LG 3.86.1

“Unable to find client profile for device; platform=webOS, platformVersion=4.1.0, device=, model=OLED55B8SLC”

Also seeing on a LG 55SK8500PLA. Video takes a long time (30s or more) to buffer then eventually starts playing.

Error message repeats every 10 seconds throughout playback.

Also seeing this streaming from my other server running 1.15.0.659 on Synology.

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Don’t know who wrote one but a user did.

I can only suggest you search and find him.
I’m sure he’d be happy to share.

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Thanks @ChuckPa, I searched for a while and found loads of threads relating to DLNA but I’m not using DLNA (in fact it’s turned off in PMS). Are client profiles only necessary for DLNA clients?

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Can anyone shed some light on my query re. the client profile and DLNA above? Is it only necessary for DLNA or could it be part of this pause problem? FWIW I’m seeing the “Unable to find client profile for device” error in the logs on my local server, too, but not observing the pause issue with that server.

I’ve done some more testing with input from other users sharing the same server, “anemoi”. This behaviour has only begun recently, although I’m sad to say I can’t state exactly when, to align with any software version changes:

  • two LG TVs (55SK8500PLA and OLED55B8SLC) on my home network both pause for, on average, 40s ±3s between pressing play on a program or movie and playback beginning when streaming from one specific server on my remote enterprise network, “anemoi” (server is located on v.high bandwidth university network)
  • the TV screen displays the show/movie name with the busy “swirl” beneath it
  • these streams to my LG TVs are never transcoded (unless I deliberately set it to do so; the pause is still present if transcoding)
  • the pause is the same length, approximately 40s, whether streaming a 25mb/s 4k movie or an SD TV show, i.e. it does not appear to be dependent on the volume of data
  • if the stream is a high bitrate it will buffer for a short period before playback commences, but this is after the 40s pause, this is understandable and expected
  • there is no observable spike in CPU activity on the server during the ~40s pause
  • no other clients on my home network see this pause when accessing the remote server anemoi (tested: PMP on iOS, Android, PS4 and macOS, and Chrome browser on macOS)
  • none of my local clients observe a pause when accessing my local server (“diskstation”, 1.15.0.659 on Synology)
  • my LG TVs do not pause when playing content from any other remote servers (one tested Synology server is on the same university network as “anemoi”, two others (Synology and macOS) are on relatively low bandwidth domestic broadband connections with ~10mb/s upstream)
  • no other remote clients on other home networks observe a pause before playback when connecting to the server anemoi (tested Fire TV, PS4 and Rasplex)
  • all my clients and servers are IPv6 enabled, although I’ve tried disabling IPv6 on the server “anemoi” with no impact on the pausing issue
  • I’ve tried running 1.15.0.659 on “anemoi”, instead, and the problem remains

Debug level logging is enabled on both my servers and I’m happy to carry out further testing or provide logs upon request.

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Update: this is two different issues. I’ve solved the pause before playing issue but am still seeing “Unable to find client profile for device” errors every 10 seconds during playback.

The pause before playback issue was down to port 32400 on the firewall not being opened for IPv6 traffic (only IPv4). The TVs were trying to connect using IPv6 then failing back to IPv4. All my other clients were defaulting to IPv4 and none of the other servers I was accessing were using IPv6 (other than my local server were there was no firewall between server and clients). The “Remote Access” page in Settings still indicated “Fully accessible outside your network”, however, even though this was not the case. I’ll report this as a bug.

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Can anyone confirm if the client profile is used for regular playback with a Plex client or if it only applies to DLNA use, please?

I’m still seeing the “unable to find client profile for device” errors in my logs after the client upgrade to 3.88.0 and putting 1.15.1.707 on one of my servers.

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IPv6 is not fully supported by Plex, so I would recommend disabling it on your router/dchp provider to make sure that isn’t causing any special issues.

Please see here for how to get dump client logs:

Attach them to this thread along with the corresponding server log.

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Thanks for taking the time to reply and investigate further, @MwC_Trexx, it’s appreciated.

FYI the IPv6 issues and long delays are now resolved (it was a missing firewall rule) in case that wasn’t clear further up in the thread.

However, I’ve disabled IPv6 on PMS while I was capturing logs to rule that out. I will not disable IPv6 on my router or server as all other IPv6 capable applications and clients on my LAN are operating perfectly well and in constant use.

Here are the requested logs:
gary_parker_client_profile_error.zip (1.0 MB)

At 09:11:33 local time I played the file whose XML info is attached and got repeating “Unable to find client profile for device” errors in my PMS logs. This happens for any file played from my local (1.15.1.710) or remote (1.14.1.5488) PMS libraries and is observed when playing from my LG OLED55B8SLC and 55SK8500PLA sets, both running the LG Plex client 3.88.0

Playback doesn’t seem to be affected but the error is logged every 10 seconds throughout playback. Sometimes the TVs incorrectly have the “HTML TV App” profile applied by PMS and transcoding occurs, but this is remedied by a restart of the Plex app.

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Thanks Gary for the logs. I will try and get some time to look at them tonight.

My gut feel from your description is that is a SW glitch error, but doesn’t seem to be harming things.
I will look at the logs and then likely send them over to the developers so they can check into why it is happening.

1 Like
10

FYI, I have the same issue with my 65" LGC8. (I’m forced to use the app built into the TV bc the Xbox One X app is so bad with 4K right now.) I see the following message repeated very often in logs:

ERROR - Unable to find client profile for device; platform=webOS, platformVersion=4.1.0, device=, model=OLED65C8PUA

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@tixetsal From what the developers are telling me, that is a “false” error message as the WebOS client now polls the TV directly for capabilities and no longer uses “profiles”. The error can be ignored.

3 Likes
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That’s great, thanks for letting us know :+1:t2:

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I haven’t/hadn’t noticed any degradation which could be attributed anything related to the message. Appreciate the data!

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Hey @gary_parker. I was seeing the same error on my server 1.15.1.710. However the user was reporting that playback kept freezing for him on his LG C7 but never for anyone else and they where all doing Direct Play.

Anyway, I have updated to Version 1.15.2.793 which got realised today and now the client profile message seems to have disappeared and now shows profile is HTML TV App.

I suggest downloading the latest PMS for your server from https://www.plex.tv/media-server-downloads and giving it another try :slight_smile:

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This “issue” appears to be resolved in the latest update to PMS. Kudos for the fast fix, devs!

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Not entirely. I’m on 1.15.4.919 (fully up to date) and am still seeing the client profile errors.

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I got this as well but when I turned Direct Play off on the LG Plex Payer it fixed the problem.

1 Like
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Also get this error.
Apr 26, 2019 21:00:10.394 [0x7f2503735700] ERROR - Unable to find client profile for device; platform=webOS, platformVersion=4.1.0, device=, model=65UK6300PLB

All is latest. Why LG app is too old? Version from 2016, no update… Some movies playing, but some is not - seems like buffering, but dashboard is empty - looks like playback is not started.

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That’s not true.
Without modifying the profile I am unable to play formats that are supported by the TV without transcoding, for instance H.265 4k HDR10.

Server version 1.15.4.993.
I also get this error:
Apr 27, 2019 14:37:24.822 [0x7fd3737fe700] ERROR - Unable to find client profile for device; platform=webOS, platformVersion=3.8.0, device=, model=OLED65B7V-Z

I have to fix the profiles files myself to get this working, which is a shame.

1 Like
20

My log gets flooded with the same error too.

Server Version: 1.15.4.993
ERROR - Unable to find client profile for device; platform=webOS, platformVersion=3.3.0, device=, model=55UH615V-ZB