Video freezes on LG CX, but plays perfectly on every other device (w/ logs)

Plex Players Smart TVs
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Server Version#: 1.25.7.5604-980a13e02
Player Version#: Client version 5.33.1

Frasier XML info.zip (1.8 KB)
Plex Media Server Logs_2022-03-20_15-56-11.zip (2.9 MB)

Hi. I’ve never had a single problem playing any hevc file on my LG CX, including 4k remuxes with massive bitrates. I have Plex Pass and hardware transcoding enabled with a Pascal Titan X (but never need to use it myself). I have gigabit ethernet. Here’s my problem…

For some reason, only when I play episodes of Frasier, at specific parts of certain episodes, the video will freeze while the audio continues playing. After 10-15 seconds, the video goes into hyper speed mode and speeds up super quick to catch up to the audio. This only happens at specific parts of certain episodes, and is completely repeatable in every instance. The file is mkv, hevc, 720p, 5.3 mbps, ac3. Nothing about this is unsupported on the LG CX. I’ve never had a problem with any other video. I only direct play files. The file is not transcoding.

This same file plays perfectly fine (direct play) on every other Plex app on every other device I have. It works on my iphone, my macbook air, my PC, and on VLC - zero problems. It’s only on the LG CX.

I can get it to not get this freezing problem on the CX by manually making the video transcode, by changing it from original 720p 5.5 mbps, to 720p 4 mbps. The video then transcodes from mkv to mpgets, hevc to h264, ac3 to aac.

Again, every other device direct plays this fine. My CX direct plays every other video I have that is hevc and ac3 with no problem.

What could I do to fix this? I uploaded my logs and the show’s XML file. In the logs, the problem begins (local time) at about 3:55:08 and continues until about 3:55:19.

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Try running it through MKVToolNix Remux, takes seconds.

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I have MKVtoolnix downloaded but have never used it - would this just be adding it as the input file, and start multiplexing, or is there some other process I should look up? Thanks!

Edit: I did just throw it into MKVtoolnix and used the start multiplexing option. I threw that new file into my Plex folder, and checked one of the scenes that would always freeze and it didn’t freeze this time. I’m hoping that fixed it and I can just do this to each episode! I can’t say I really understand what it would fix that would cause it to work on the CX even though it worked on every other device, but I appreciate the help greatly!

1 Like
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I personally don’t understand why it works, but a few years ago there were a lot of badly formed files namely HEVC that created havoc to Plex users. MKVToolNix did the job.

I mostly just use Remuxing, great for adding or removing default subtitles. There was a time avi files were an issue on some clients so putting it in a mkv container was the way to go.

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