Unable to find client profile for device; platform=webOS, platformVersion=7.3.1

Plex Players Smart TVs
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1

Server Version#: 1.32.5.7516
Player Version#: WebOS 7.3.1

Hi, I got an error while playing a movie yesterday:

“Conversion failed. The transcoder exited due to an error”

The error occured several times at the last 30 minutes of the movie. Below you can find a debug log. The significant message in my opinion is “Unable to find client profile for device; platform=webOS, platformVersion=7.3.1, device=webOS 7.3.1, model=OLED77C28LB”

Sep 19, 2023 22:23:16.900 [23163699256120] DEBUG - Using X-Forwarded-For: 99.99.99.999 as remote address
Sep 19, 2023 22:23:16.900 [23163699256120] DEBUG - Auth: authenticated user 99999999 as xxxxxx
Sep 19, 2023 22:23:16.901 [23163548207928] DEBUG - Request: [99.99.99.999:38244 (WAN)] GET /:/timeline?key=%2Flibrary%2Fmetadata%2F694273&ratingKey=694273&state=playing&time=5964107&duration=7475360&playbackTime=6294920&playQueueItemID=123677&context=source%3Ahub.movie.by.actor.or.director&row=4&col=0 (4 live) #5e08d TLS GZIP Signed-in Token (xxxxxx)
Sep 19, 2023 22:23:16.901 [23163548207928] DEBUG - [Req#5e08d] Client [i3wm6dh6koa2dlf2zjym0ak2] reporting timeline state playing, progress of 5964107/7475360ms for guid=, playbackTime=6294920ms ratingKey=694273 url=, key=/library/metadata/694273, containerKey=, metadataId=694273, source=
Sep 19, 2023 22:23:16.904 [23163548207928] DEBUG - [Req#5e08d] Play progress on 694273 'Allied - Vertraute Fremde' - got played 5964107 ms by account 99999999 !
Sep 19, 2023 22:23:16.904 [23163548207928] DEBUG - [Req#5e08d] [Now] User is xxxxx(ID: 99999999 )
Sep 19, 2023 22:23:16.904 [23163548207928] DEBUG - [Req#5e08d] [Now] Device is webOS (LG OLED77C28LB).
Sep 19, 2023 22:23:16.912 [23163548207928] ERROR - [Req#5e08d] Unable to find client profile for device; platform=webOS, platformVersion=7.3.1, device=webOS 7.3.1, model=OLED77C28LB
Sep 19, 2023 22:23:16.912 [23163548207928] DEBUG - [Req#5e08d] [Now] Updated play state for /library/metadata/694273.
Sep 19, 2023 22:23:16.913 [23163548207928] DEBUG - [Req#5e08d] Statistics: (i3wm6dh6koa2dlf2zjym0ak2) Reporting active playback in state 0 of type 1 (scrobble: 0) for account 99999999 
Sep 19, 2023 22:23:16.913 [23163548207928] DEBUG - [Req#5e08d] Cleaning directory for session 0fhk81cik64ofogrrp3bavmg (/transcode/Transcode/Sessions/plex-transcode-0fhk81cik64ofogrrp3bavmg-de9970b2-3d20-443d-9fee-260f9d7f82e2)
Sep 19, 2023 22:23:16.914 [23163697146680] DEBUG - Completed: [99.99.99.999:38244] 200 GET /:/timeline?key=%2Flibrary%2Fmetadata%2F694273&ratingKey=694273&state=playing&time=5964107&duration=7475360&playbackTime=6294920&playQueueItemID=123677&context=source%3Ahub.movie.by.actor.or.director&row=4&col=0 (4 live) #5e08d TLS GZIP 13ms 670 bytes
Sep 19, 2023 22:23:16.917 [23163572460344] DEBUG - Request: [99.99.99.999:60718 (Subnet)] GET /status/sessions (4 live) #5e098 GZIP Signed-in Token (JOFL1X) (6350cd0d1e1a (Tautulli))
Sep 19, 2023 22:23:16.917 [23163572460344] DEBUG - [Req#5e098] [Now] Adding 2 sessions.
Sep 19, 2023 22:23:16.919 [23163697146680] DEBUG - Completed: [99.99.99.999:60718] 200 GET /status/sessions (4 live) #5e098 GZIP 1ms 7177 bytes (pipelined: 1)
Sep 19, 2023 22:23:17.009 [23163697146680] DEBUG - Failed to stream media, client probably disconnected after 2061254656 bytes: 104 - Connection reset by peer
Sep 19, 2023 22:23:17.009 [23163697146680] DEBUG - Completed after connection close: [99.99.99.999:46352] 206 GET /library/parts/1338266/1489571688/file.mkv?Accept=application%2Fjson&Accept-Language=de (3 live) #55983 TLS 2608918ms 2061254656 bytes (range: bytes=2932683374-) 
Sep 19, 2023 22:23:17.139 [23163699256120] DEBUG - Using X-Forwarded-For: 99.99.99.999 as remote address
Sep 19, 2023 22:23:17.140 [23163699256120] DEBUG - Auth: authenticated user 999999999 as thest1
Sep 19, 2023 22:23:17.140 [23163697146680] DEBUG - Using X-Forwarded-For: 99.99.99.999 as remote address
Sep 19, 2023 22:23:17.140 [23163697146680] DEBUG - Auth: authenticated user 99999999  as xxxxx
Sep 19, 2023 22:23:17.141 [23163498650424] DEBUG - Request: [99.99.99.999:38256 (WAN)] GET /:/timeline?audioStreamID=3036024&bufferedTime=164738&duration=2521845&guid=plex%3A%2F%2Fepisode%2F5d9c127e2df347001e41c8dd&key=%2Flibrary%2Fmetadata%2F711854&playbackTime=2122345&playQueueItemID=123644&ratingKey=711854&state=playing&time=2122302&token=xxxxxxxxxxxxxxxxxxxx (4 live) #5e0a3 TLS GZIP Signed-in Token (thest1)
Sep 19, 2023 22:23:17.142 [23163548207928] DEBUG - Request: [99.99.99.999:38252 (WAN)] GET /:/timeline?key=%2Flibrary%2Fmetadata%2F694273&ratingKey=694273&state=stopped&time=5964107&duration=7475360&playbackTime=6295056&playQueueItemID=123677&context=source%3Ahub.movie.by.actor.or.director&row=4&col=0&continuing=0 (4 live) #5e09f TLS GZIP Signed-in Token (xxxxxx)
Sep 19, 2023 22:23:17.142 [23163498650424] DEBUG - [Req#5e0a3] Client [b7d89a79a43e531f-com-plexapp-android] reporting timeline state playing, progress of 2122302/2521845ms for guid=plex://episode/5d9c127e2df347001e41c8dd, playbackTime=2122345ms ratingKey=711854 url=, key=/library/metadata/711854, containerKey=, metadataId=711854, source=
Sep 19, 2023 22:23:17.143 [23163548207928] DEBUG - [Req#5e09f] Client [i3wm6dh6koa2dlf2zjym0ak2] reporting timeline state stopped, progress of 5964107/7475360ms for guid=, playbackTime=6295056ms ratingKey=694273 url=, key=/library/metadata/694273, containerKey=, metadataId=694273, source=

Any thoughts?

2

Looks like a network issue

3

Even this message is after the error message? Isn’t it the result of the previous error?

4

I see this with my TV too, the no profile error can be ignored.

5

Ok

What was strange was that the error always occurred in the last half hour of the film.

6

Is this the only affected rip? Try re-ripping it.

7

Yes, it just occurs with this rip. I am on the way to re-rip.

Maybe it has something to do with subtiles, because I have srt files which are converted to ass.

8

Do you only get the error when you have subtitles enabled? If yes, then this could be two different bugs.

If you get the error after the last subtitle line (usually at the end of files, but in your case it could be earlier) then it’s the bug “(Transcoder) Unexpected behavior when subtitles ended before the end of video (#14426)” which is fixed in server version 1.32.6.7468.

But if you get the error after seeking/jumping in the file then it’s the bug that I reported here: LG C9 TV: Conversion failed. The transcoder exited due to an error happening occasionally - #68 by cremor
If that is the case, then please post there with details of your setup.

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9

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