Server Version#: 1.19.5.3112
Player Version#:multiple
I am experiencing a rather odd problem from a recent addition to my Plex library. I am running server version 1.19.5.3112 on a Synology NAS, and though I am not getting an error in line with the recent issues that have arisen with this server and certain clients, I am receiving the following issue whenever I play any of the shows from this series. The show once open to play will show a rotating cursor as it it is loading, but never gets past that point. I have tried different players from the iOS app to many different browsers on iOS. It also happens when I use the player on my nvidia shield as well.
So with that said here are some of the details of the files;
Video frame rate - pal
Bitrate - 3066 kbps
Aspect ratio - 1.78
Resolution- 1080p
MKV container
Video profile - main 10 (this I have not seen before in my library)
Codec - hevc
Frame rate - 25 FPS
Any assistance would be greatly appreciated, thanks.
So to confirm (BTW I am on a Synology NAS), and the rights are in place appropriately. Also like i previously mentioned I can access all other files at the same folder level.
Additionally I can play the video directly in Media Player Classic on Windows, or even on my iPad with File Explorer. The audio does not create any problems.
Yes that show does not work regardless of the player used, however this is a one off and does not represent the source of any other content. That still leaves the original series that initiated this request which happens to be a British series.
Ok I am not drawing conclusions, sorry if that is how it is coming across. I am pointing out what I am seeing. i agree that there are a few other files exhibiting errors when I look into the media scanner and deep media scanner logs. However within those logs I see no references to the specific show I originally posted this issue on. For that series and was not able to play any of the episodes under Plex, but was able to using a different media player.
Again not drawing any conclusions, just presenting all the information that I have
Ok… Then maybe I am missing the point here, as I don’t know what the outcome will be. I believe I was paying attention, but lets see…
I posted on the behavior of a specific tv series which was identified in the XML file I uploaded
I also uploaded Plex logs but nowhere in those logs were there any references to the above mentioned series
I did see other files in those logs in the log files you referenced that were generating errors, however these files are actual problems which I can address on my own
Since I cannot play the files referenced in the log files within or outside of Plex, I understand those problems
What has not been addressed (or as you stated I am not getting it), is the series that I provide you the XML for. THe logs make no reference to the files from that series, yet I can play the same files outside of PLex using any other media player.
Please forgive me if I am being dense here but I don’t understand what it is I am not getting. From my perspective you found some errors that I acknowledge, and agree they are causing issues because of the files themselves. However where was the files that i had the issues with addressed? That I am not getting… Unless you are saying that the problem files are causing random issues with other files. Please be more specific.
Interestingly enough, during our dialog today, I closed out the Plex Windows client and went back into same app and received an update message to Version 1.15.1.1358-43550df5 which I applied. This version apparently now works with the files that I posted my issue on without me doing anything other than updating the client.
At the same time the Plex Web client Version 4.34.3 still does not work with the files in question. Again not sure what you are saying that I am missing.
Ok I will say now with confidence that the assumption you made below is flawed, as I did nothing other than to update a client with one that became available today that fixed the problem. The issue still presents itself in another one of the PLex clients that have not been updated.
Do you still believe that the issue is with the series that has been the focus of my attention, and not the Plex clients?
“Since your logs show how and why playback has failed for a good number of files, then it is not unreasonable to assume that at least one of those errors pertains to the file you played, is it not?”
OK, I give up, I see that you are putting your focus on assumptions without specific evidence rather than fact. You reference errors in the server logs that do not contain the files in question, but other files that are not in scope on the issue I raised. However because you found other issues you have lumped all issues into the same basket.
I have a problem with your logic, as I was able to solve the specific issue I raised with an updated client, and that is all. I am sure the errors will still be on the server logs for the other files, and they will not wok with the updated client, but I will say with confidence that the issue I raised was a client issue and not a file issue regardless of how much error correction is employed in the client, or whatever other bad files I may have on y server. That error correction in the updated client did not solve the problem for the other files which I agreed with you are legitimate issues.
“Yes, because your logs demonstrate that.”
No! My logs demonstrate there are issues with some of my files, not the ones at issue.
“The Windows Plex app contains error correction routines that the server does not”
I am sure it does if you say so, but the update fixed the files in question why were the other files that actually appeared in the log not corrected also? if you are going to bucket them all together the issue I posted should still be an issue?
“so your issue still exists, whether you see it or not”
This now makes absolutely no sense. The issue I opened was resolved because of a client update, the actual items in the log, still an issue because the files are broken (got that).
So how then can an issue that is visual (as in whether a tv show is played or not) can still exist whether I see it or not? The standard of success here is does the show play or not. It wasn’t before the client update, it does now after the client update… so what do you think is the issue that still prevails regarding the issue that I raised about the files indicated in the XML code? I would truly be interested in hearing the issue that relates to those files. I guarantee you that are you able to show me in logs or real data that those files relevant to the issue I raised suffer from the problem that the other files listed in the log are one in the same… I will personally deem you the Plex demigod of support, and herald your skills whenever I am engaged.
By the way this is not a fight, just a conflict of logic and I still have respect for your role.
Lots of good information and insight here… I applaud your pragmatism.
Ok so you have made your point Schrodinger… Now let me ask a question to that said point? You are not confirming it’s not in the logs (the show in question), So then what was the purpose of having me try loading the show for about 5 mins, then downloading the logs? Was it to get feedback on the specific show in question? To see what errors it was generating? If that was not the case then why?
No i am not overlooking reasonable to assume, but the opposite is just as valid.
As for my issue I opened being resolved, I will split the difference with you on this because if I only had access to one client and that was it, and by updating it worked then as far as I am concerned my issue is resolved. Your point that it still exist in other clients mean the issue is not resolved (at least from those clients perspective) and that I give you.
Now direct play vs trans-coding I get as it relates to the resolution or appearance of resolution to the issue. So from a platform perspective the issue may still be an issue, however from a user perspective, the ability to play the show can also be construed as resolution (from a user’s perspective).
Therefore lets get back to workflow in order to determine the facts around the specific issue. So as I asked earlier, what was the purpose of having me play about 5 mins of the show prior to downloading the logs?
trumpy81, it was fun going through this exercise, as it was respectful, and it also gave me a better perspective of the tools at my availability in order to do some level of diagnostics before dropping them on this forum. I am a wee bit wiser from this experience.
