Unable to play HEVC

greenlantern82 · July 23, 2021, 10:49am

Server Version#: 1.23.6.4810
Player Version#: 4.59.2

Hi!
Im no longer avaible to play any HEVC files.
It seems that the codecs is not avaible in the directory where they should be:

Jul 23, 2021 05:38:15.394 [0x7f3c15122700] DEBUG - [Transcode] MDE: Räven och tomten (2019): Direct Play is disabled
Jul 23, 2021 05:38:15.394 [0x7f3c15122700] DEBUG - [Transcode] MDE: Räven och tomten (2019): media must be transcoded in order to use the dash protocol
Jul 23, 2021 05:38:15.394 [0x7f3c15122700] DEBUG - [Transcode] MDE: Räven och tomten (2019): selected audio stream is not the first audio stream and direct play stream selection is not enabled
Jul 23, 2021 05:38:15.394 [0x7f3c15122700] DEBUG - [Transcode] MDE: Räven och tomten (2019): no direct play video profile exists for http/mkv/HEVC
Jul 23, 2021 05:38:15.394 [0x7f3c15122700] DEBUG - [Transcode] MDE: Räven och tomten (2019): no direct play video profile exists for http/mkv/HEVC/aac
Jul 23, 2021 05:38:15.394 [0x7f3c15122700] DEBUG - [Transcode] MDE: Räven och tomten (2019): no direct play video profile exists for http/mkv/HEVC/vorbis
Jul 23, 2021 05:38:15.394 [0x7f3c15122700] DEBUG - [Transcode] MDE: Räven och tomten (2019): no remuxable profile found, so video stream will be transcoded
Jul 23, 2021 05:38:15.394 [0x7f3c15122700] DEBUG - [Transcode] MDE: Cannot direct stream video stream due to profile or setting limitations
Jul 23, 2021 05:38:15.394 [0x7f3c15122700] DEBUG - [Transcode] Scaled up video bitrate to 1252Kbps based on 1.500000x fudge factor.
Jul 23, 2021 05:38:15.394 [0x7f3c15122700] DEBUG - [Transcode] MDE: Cannot direct stream audio stream due to codec vorbis when profile only allows aac
Jul 23, 2021 05:38:15.394 [0x7f3c15122700] DEBUG - [Transcode] MDE: Räven och tomten (2019): selected media 0 / 209805
Jul 23, 2021 05:38:15.394 [0x7f3c15122700] ERROR - [Transcode] Streaming Resource: Cannot make a decision because either the file is unplayable or the client provided bad data
Jul 23, 2021 05:38:15.395 [0x7f3c15122700] DEBUG - [Transcode] Streaming Resource: Reached Decision id=144280 codes=(General=2000,Neither direct play nor conversion is available. Direct Play=3000,App cannot direct play this item. Direct play is disabled. Transcode=4007,Cannot convert this item. Implementation for video decoder 'HEVC' not found.) media=(id=209805 part=(id=215484 decision=none container=mp4 protocol=dash streams=(Video=(id=637565 decision=transcode bitrate=1252 encoder=h264_vaapi width=1920 height=1080) Audio=(id=637567 decision=transcode bitrate=256 encoder=aac channels=2 rate=48000) Subtitle=(id=637568 decision=transcode bitrate=2147483647 encoder=ass languageCode=swe location=sidecar))))
Jul 23, 2021 05:38:15.395 [0x7f3c1e40d700] DEBUG - Completed: [85.30.178.196:9866] 200 GET /video/:/transcode/universal/decision?hasMDE=1&path=%2Flibrary%2Fmetadata%2F144280&mediaIndex=0&partIndex=0&protocol=dash&fastSeek=1&directPlay=0&directStream=1&subtitleSize=100&audioBoost=100&location=wan&addDebugOverlay=0&autoAdjustQuality=0&directStreamAudio=1&mediaBufferSize=102400&session=zuxgd1xyw4fcez4zngtbcax5&subtitles=auto&Accept-Language=sv (12 live) TLS GZIP 8ms 901 bytes (pipelined: 3)
Jul 23, 2021 05:38:15.422 [0x7f3c1dc0c700] DEBUG - Auth: authenticated user 1 as MakeMyDayMedia
Jul 23, 2021 05:38:15.422 [0x7f3b077f6700] DEBUG - Request: [85.30.178.196:9866 (WAN)] GET /:/timeline?ratingKey=144280&key=%2Flibrary%2Fmetadata%2F144280&playbackTime=0&playQueueItemID=24580&state=playing&hasMDE=1&time=0&duration=515000 (12 live) TLS GZIP Signed-in Token (MakeMyDayMedia)
Jul 23, 2021 05:38:15.423 [0x7f3b077f6700] DEBUG - Client [4e6ohif53spx1vrt0i0lwbh4] reporting timeline state playing, progress of 0/515000ms for guid=, playbackTime=0ms ratingKey=144280 url=, key=/library/metadata/144280, containerKey=, metadataId=144280, source=
Jul 23, 2021 05:38:15.613 [0x7f3c1dc0c700] DEBUG - Auth: authenticated user 1 as MakeMyDayMedia
Jul 23, 2021 05:38:15.613 [0x7f3b737fe700] DEBUG - Request: [85.30.178.196:9868 (WAN)] GET /:/timeline?ratingKey=144280&key=%2Flibrary%2Fmetadata%2F144280&playbackTime=0&playQueueItemID=24580&state=error&hasMDE=1&time=0&duration=515000 (13 live) TLS GZIP Signed-in Token (MakeMyDayMedia)
Jul 23, 2021 05:38:15.614 [0x7f3b737fe700] DEBUG - Client [4e6ohif53spx1vrt0i0lwbh4] reporting timeline state error, progress of 0/515000ms for guid=, playbackTime=0ms ratingKey=144280 url=, key=/library/metadata/144280, containerKey=, metadataId=144280, source=

How can i get this codecs?

greenlantern82 · July 25, 2021, 4:16pm

Anyone have a solution to this??

greenlantern82 · August 20, 2021, 4:39am

Please! How do i get help on this?
Have i not given the necessary information? I cant be the only one with this error?
The Plex team does not offer any support what i know off…

Kehkou · August 20, 2021, 4:51am

Have you tried reinstalling the free HVEC codec “Windows 10 HEVC Video Extensions from Device Manufacturer”?

ChuckPa · August 20, 2021, 5:29am

Log fragments are not useful in this case.

The full ZIP, capturing the start of playback until you know it’s not doing as expected, are best.

Is this Linux or Windows?

greenlantern82 · August 20, 2021, 5:39am

That will be difficult. My Plex server is on an Seedbox.

greenlantern82 · August 20, 2021, 5:40am

Sure!
Heres my log file.
The movie is called “Räven och tomten”

ChuckPa · August 20, 2021, 6:17am

Future reference: PLEASE turn VERBOSE logging back off. It wastes all the log space. When in Verbose mode, we only get 2 minutes max. In DEBUG mode, we get everything we need (about 20-30 minutes worth) on a normal system

Thanks for the logs.

You have an I7-3770 CPU
Analysis of the media and decision – SW transcode

media,indirect-media / X-Plex-Incomplete-Segments => 1 / X-Plex-Language => sv / X-Plex-Model => bundled / X-Plex-Platform => Firefox / X-Plex-Platform-Version => 91.0 / X-Plex-Product => Plex Web / X-Plex-Session-Identifier => txpmp98pi2hqch2oyczvphju / X-Plex-Sync-Version => 2 / X-Plex-Token => xxxxxxxxxxxxxxxxxxxx / X-Plex-Version => 4.59.2
Aug 20, 2021 07:38:34.776 [0x7fb4d38deb38] DEBUG - [Transcode] Found session GUID of pynm9tqlihlix6rqgsf3qkp3 in session start.
Aug 20, 2021 07:38:34.778 [0x7fb4d38deb38] DEBUG - [Transcode] TranscodeUniversalRequest: using augmented profile Firefox
Aug 20, 2021 07:38:34.778 [0x7fb4d38deb38] DEBUG - [Transcode] Downloading document http://127.0.0.1:32400/library/metadata/144280?includeBandwidths=1&offset=-1&X-Plex-Incomplete-Segments=1&X-Plex-Session-Identifier=txpmp98pi2hqch2oyczvphju
Aug 20, 2021 07:38:34.778 [0x7fb4d38deb38] VERBOSE - [Transcode] Auth: We found auth token (xxxxxxxxxxxxxxxxxxxx), enabling token-based authentication.
Aug 20, 2021 07:38:34.778 [0x7fb4d38deb38] DEBUG - [Transcode] Auth: authenticated user 1 as MakeMyDayMedia
Aug 20, 2021 07:38:34.778 [0x7fb4d38deb38] VERBOSE - [Transcode] Auth: Came in with a super-token, authorization succeeded.
Aug 20, 2021 07:38:34.783 [0x7fb4d38deb38] DEBUG - [Transcode] Audio Stream: 637566, Subtitle Stream: 0
Aug 20, 2021 07:38:34.783 [0x7fb4d38deb38] VERBOSE - [Transcode] It took 0.0 sec to serialize a list with 1 elements.
Aug 20, 2021 07:38:34.785 [0x7fb4d38deb38] DEBUG - [Transcode] Scaled up video bitrate to 1252Kbps based on 1.500000x fudge factor.
Aug 20, 2021 07:38:34.786 [0x7fb4d38deb38] DEBUG - [Transcode] MDE: Selected protocol dash; container: mp4
Aug 20, 2021 07:38:34.786 [0x7fb4d38deb38] DEBUG - [Transcode] MDE: analyzing media item 209805
Aug 20, 2021 07:38:34.786 [0x7fb4d38deb38] DEBUG - [Transcode] MDE: Räven och tomten (2019): Direct Play is disabled
Aug 20, 2021 07:38:34.786 [0x7fb4d38deb38] DEBUG - [Transcode] MDE: Räven och tomten (2019): media must be transcoded in order to use the dash protocol
Aug 20, 2021 07:38:34.786 [0x7fb4d38deb38] DEBUG - [Transcode] MDE: Räven och tomten (2019): no direct play video profile exists for http/mkv/HEVC
Aug 20, 2021 07:38:34.787 [0x7fb4d38deb38] DEBUG - [Transcode] MDE: Räven och tomten (2019): no direct play video profile exists for http/mkv/HEVC/aac
Aug 20, 2021 07:38:34.787 [0x7fb4d38deb38] DEBUG - [Transcode] MDE: Räven och tomten (2019): no direct play video profile exists for http/mkv/HEVC/vorbis
Aug 20, 2021 07:38:34.787 [0x7fb4d38deb38] DEBUG - [Transcode] MDE: Räven och tomten (2019): no remuxable profile found, so video stream will be transcoded
Aug 20, 2021 07:38:34.787 [0x7fb4d38deb38] DEBUG - [Transcode] MDE: Cannot direct stream video stream due to profile or setting limitations
Aug 20, 2021 07:38:34.787 [0x7fb4d38deb38] DEBUG - [Transcode] Scaled up video bitrate to 1252Kbps based on 1.500000x fudge factor.
Aug 20, 2021 07:38:34.787 [0x7fb4d38deb38] DEBUG - [Transcode] MDE: Räven och tomten (2019): selected media 0 / 209805
Aug 20, 2021 07:38:34.787 [0x7fb4d38deb38] ERROR - [Transcode] Streaming Resource: Cannot make a decision because either the file is unplayable or the client provided bad data
Aug 20, 2021 07:38:34.787 [0x7fb4d38deb38] DEBUG - [Transcode] Streaming Resource: Reached Decision id=144280 codes=(General=2000,Neither direct play nor conversion is available. Direct Play=3000,App cannot direct play this item. Direct play is disabled. Transcode=4007,Cannot convert this item. Implementation for video decoder 'HEVC' not found.) media=(id=209805 part=(id=215484 decision=none container=mp4 protocol=dash streams=(Video=(id=637565 decision=transcode bitrate=1252 encoder=h264_vaapi width=1920 height=1080) Audio=(id=637566 decision=copy channels=2 rate=48000))))
Aug 20, 2021 07:38:34.788 [0x7fb4d38deb38] VERBOSE - It took 0.0 sec to serialize a list with 0 elements.

It can’t find the HEVC codec.

/var/lib/plexmediaserver/Library/Application Support/Plex Media Server/Codecs

Stop Plex
Delete everything you see in the Codecs directory EXCEPT .device_id . that’s the server’s codec license.
Restart Plex
Now, as you try to play again, it will download fresh codecs on demand for all the different codecs you need that first time and be local after that.

greenlantern82 · August 20, 2021, 6:46am

Thanks for helping me!!
I have already try to delete the codec folder and restarted Plex. But the error is still there. I have tried this several times. But i deleted also .device_id Is this the reason it doesnt work?

ChuckPa · August 20, 2021, 7:40am

One last possibility then I’m off for the night.

Stop Plex
sudo chown -R plex:plex /var/lib/plexmediaserver (or the userid you run it as)
Start
retest

greenlantern82 · August 20, 2021, 7:52am

Supid question, but is it user:user? I dont understand the term?

OttoKerner · August 20, 2021, 8:57am

AFAIR it’s group:user
But don’t quote me on it, as I’m primarily a Windows guy.

ChuckPa · August 20, 2021, 1:59pm

sudo chown -R user:group starting directory

man chown shows the electronic manual

system · November 18, 2021, 2:00pm

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

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Unable to play HEVC

Sure! Heres my log file. The movie is called “Räven och tomten”

Related topics

Sure!
Heres my log file.
The movie is called “Räven och tomten”