# Videos not playing **URL:** \ **Category:** Plex Media Server\ **Tags:** server-nvidia-shield, roku\ **Created:** [December 14, 2022, 3:08pm UTC](https://forums.plex.tv/t/videos-not-playing/822873 "2022-12-14T15:08:28Z")\ **Posts on this page:** 19\ **Page:** 1
**Author:** ![hbbs](https://avatars.discourse-cdn.com/v4/letter/h/e9a140/32.png) [@hbbs](https://forums.plex.tv/u/hbbs)\ **Post date:** [December 14, 2022, 3:08pm UTC](https://forums.plex.tv/t/videos-not-playing/822873/1 "2022-12-14T15:08:28Z")
Is not fixed. I just tested with the newest beta plex server: **1.30.1.6494** The clients that I’ve used were Roku 3 and a FireTV Stick that doesn’t support HEVC 10bit. On the Roku it tried to initiate HW transcoding but it stalled at 33% and then fails On the Fire TV Stick side it didn’t even tried to use hardware transcoding. @anon18523487 [Plex Media Server.zip](https://forums.plex.tv/uploads/short-url/bLCN8vvDUsSNwUoYh6FMpw95six.zip) (94.4 KB) ---
**Author:** ![hbbs](https://avatars.discourse-cdn.com/v4/letter/h/e9a140/32.png) [@hbbs](https://forums.plex.tv/u/hbbs)\ **Post date:** [December 14, 2022, 3:54pm UTC](https://forums.plex.tv/t/videos-not-playing/822873/2 "2022-12-14T15:54:48Z")
I’ve updated the previous post in order to provide logs. Used the same files. On both devices mentioned previously. Hope it helps. @anon18523487 ---
**Author:** ![anon18523487](https://avatars.discourse-cdn.com/v4/letter/a/49beb7/32.png) [@anon18523487](https://forums.plex.tv/u/anon18523487)\ **Post date:** [December 14, 2022, 8:01pm UTC](https://forums.plex.tv/t/videos-not-playing/822873/3 "2022-12-14T20:01:31Z")
Do you have tone mapping enabled? The Shield can’t handle that so make sure it’s off. Edit - Ignore ^^. Looking at your logs, it shows HW transcoding is working. > Dec 14, 2022 10:20:39.898 [14172] DEBUG - [Req#11c/Transcode/81fc06a7-973a-4ff4-a6f6-f12553b94075-19] TPU: hardware transcoding: final decoder: mediacodecndk, final encoder: mediacodecndk I’ll need the [Roku logs](https://support.plex.tv/articles/201377603-roku-logs/) to check. Edit 2 - ^^ was for Pirates. Looks like you stopped the playback attempt and switched to Tenet, which is AV1. The Shield does not HW transcode AV1 so it decodes in software and encodes to h264 in hardware. > Dec 14, 2022 10:23:35.670 [14721] DEBUG - [Req#5ce/Transcode/81fc06a7-973a-4ff4-a6f6-f12553b94075-39] TPU: hardware transcoding: final decoder: , final encoder: mediacodecndk Then you go back to Pirates about 10 minutes later. It tries to use HW again, but fails and fallsback to software. This is expected. Need to look into why it failed. I see you’ve enabled subtitles and those are getting burned in. Can you turn off the subtitles and see if you get the same result? If this still doesn’t play, I’m going to need a sample to try and reproduce. ---
**Author:** ![hbbs](https://avatars.discourse-cdn.com/v4/letter/h/e9a140/32.png) [@hbbs](https://forums.plex.tv/u/hbbs)\ **Post date:** [December 15, 2022, 3:52am UTC](https://forums.plex.tv/t/videos-not-playing/822873/4 "2022-12-15T03:52:24Z")
> [@anon18523487](#): > > Edit 2 - ^^ was for Pirates. Looks like you stopped the playback attempt and switched to Tenet, which is AV1. The Shield does not HW transcode AV1 so it decodes in software and encodes to h264 in hardware. I didn’t stopped. It ended with a playback error like this one. ![IMG_20221215_003434609](https://global.discourse-cdn.com/plex/original/4X/0/e/2/0e2f27de88a34d55e431a6360feac9acc06b15c5.jpeg) I just exited. This time around I’ve disabled all subtitles and used three different files. Being the last one. A PBS Special in HEVC 8 bit. I only tested on the Roku 3. You didn’t mentioned the Fire TV Stick I can tell you that all attempts ended with same behavior. It loaded until 33%. Then ended with a playback error message. Here’s is the [Roku Logs](https://support.plex.tv/articles/201377603-roku-logs/) you asked me [Roku-Logs.zip](https://forums.plex.tv/uploads/short-url/aBb43ZwpagbFt8Wn7l2aHcSCZ8g.zip) (20.3 KB) About the sample your also asked me. That will be a little bit complicated since at this very moment I’m without a PC/LAPTOP but I’ll tell more about it over private message The last file is a pretty ordinary one. Hope that helps ---
**Author:** ![anon18523487](https://avatars.discourse-cdn.com/v4/letter/a/49beb7/32.png) [@anon18523487](https://forums.plex.tv/u/anon18523487)\ **Post date:** [December 15, 2022, 4:51am UTC](https://forums.plex.tv/t/videos-not-playing/822873/5 "2022-12-15T04:51:23Z")
Please don’t change videos when providing logs. They don’t line up that way. Pick a video and stick to that. Please reproduce again with whatever video you pick and provide both the roku and [server logs.](https://support.plex.tv/articles/200250417-plex-media-server-log-files/) I didn’t mention the FireTv because it’s easier to check 1 device at a time. Checking multiples gets confusing. Once I have a theory we can then check the Fire TV to see if it’s the same issue. ---
**Author:** ![hbbs](https://avatars.discourse-cdn.com/v4/letter/h/e9a140/32.png) [@hbbs](https://forums.plex.tv/u/hbbs)\ **Post date:** [December 15, 2022, 5:18am UTC](https://forums.plex.tv/t/videos-not-playing/822873/6 "2022-12-15T05:18:47Z")
Here it is. Only used one file. Without subtitles. Waited until a playback message error appeared and then collected the logs. [logs.zip](https://forums.plex.tv/uploads/short-url/vq1O7G7c6A4PsTTyAPYwTogojmh.zip) (278.2 KB) ---
**Author:** ![anon18523487](https://avatars.discourse-cdn.com/v4/letter/a/49beb7/32.png) [@anon18523487](https://forums.plex.tv/u/anon18523487)\ **Post date:** [December 15, 2022, 5:32am UTC](https://forums.plex.tv/t/videos-not-playing/822873/7 "2022-12-15T05:32:38Z")
I do see something odd. Can you get me the [xml info](https://support.plex.tv/hc/en-us/articles/201998867-Investigate-Media-Information-and-Formats) for that video? ---
**Author:** ![anon18523487](https://avatars.discourse-cdn.com/v4/letter/a/49beb7/32.png) [@anon18523487](https://forums.plex.tv/u/anon18523487)\ **Post date:** [December 15, 2022, 5:39am UTC](https://forums.plex.tv/t/videos-not-playing/822873/8 "2022-12-15T05:39:54Z")
Nope, was looking at the wrong thing. Still can’t tell what’s wrong. Are you streaming from a remote location? i.e. The Roku is not in your house. Your logs are about 1 hour apart. Are the Roku and your server in the same time zone? I also see your Roku accessing your server through a remote connection. ---
**Author:** ![hbbs](https://avatars.discourse-cdn.com/v4/letter/h/e9a140/32.png) [@hbbs](https://forums.plex.tv/u/hbbs)\ **Post date:** [December 15, 2022, 5:51am UTC](https://forums.plex.tv/t/videos-not-playing/822873/9 "2022-12-15T05:51:37Z")
I’m accessing locally. The reason that they have different times is because my Roku is using a different timezone (CT) from my NSTV that is running PMS (ET) I’ve always used this way btw. Back when Plex hardware transcoding was working I also have a PMS running on a VPS. It’s probably that you’re seeing. ---
**Author:** ![hbbs](https://avatars.discourse-cdn.com/v4/letter/h/e9a140/32.png) [@hbbs](https://forums.plex.tv/u/hbbs)\ **Post date:** [December 15, 2022, 6:01am UTC](https://forums.plex.tv/t/videos-not-playing/822873/10 "2022-12-15T06:01:56Z")
Just to be clear. Do you still want the [XML info](https://support.plex.tv/hc/en-us/articles/201998867-Investigate-Media-Information-and-Formats) from the file? I have done it. Just in case. But this issue is happening with all files that need to be transcoded. It doesn’t matter if it’s 10bit or 8bit (HEVC) [Movie.zip](https://forums.plex.tv/uploads/short-url/qSYB67zEj9uCyYhKwXUf8bs4mWZ.zip) (15.1 KB) ---
**Author:** ![hbbs](https://avatars.discourse-cdn.com/v4/letter/h/e9a140/32.png) [@hbbs](https://forums.plex.tv/u/hbbs)\ **Post date:** [December 15, 2022, 6:08am UTC](https://forums.plex.tv/t/videos-not-playing/822873/11 "2022-12-15T06:08:33Z")
I just received a new version of PMS on my NSTV : 1.30.1.6497 Should I install it or do you need something else from this version I’m running? ---
**Author:** ![anon18523487](https://avatars.discourse-cdn.com/v4/letter/a/49beb7/32.png) [@anon18523487](https://forums.plex.tv/u/anon18523487)\ **Post date:** [December 15, 2022, 3:52pm UTC](https://forums.plex.tv/t/videos-not-playing/822873/12 "2022-12-15T15:52:38Z")
I moved this out to it’s own topic since the initial thread it was in was about HW transcoding, which does appear to be working. I’ll need to check with the devs on this. Your [Roku logs](https://support.plex.tv/articles/201377603-roku-logs/) showed it got at least 32 segments from the server, but none of it played. ---
**Author:** ![hbbs](https://avatars.discourse-cdn.com/v4/letter/h/e9a140/32.png) [@hbbs](https://forums.plex.tv/u/hbbs)\ **Post date:** [December 15, 2022, 4:18pm UTC](https://forums.plex.tv/t/videos-not-playing/822873/13 "2022-12-15T16:18:09Z")
That’s alright I’m here to help. Feel free to ask me to do more tests. When I try to play something that needs transcoding the Hardware icon appears on Plex Dash. ![Screenshot_20221214-122129](https://global.discourse-cdn.com/plex/original/4X/8/e/b/8eb6705f44b1e17fe064474037593d9fbc5e2558.png) But it never really starts out. The curious thing if that when I do that on the Fire TV Stick (2018) model that doesn’t support HEVC 10 bit it goes straight to software decoding (and a lot of buffering pauses) ---
**Author:** ![hbbs](https://avatars.discourse-cdn.com/v4/letter/h/e9a140/32.png) [@hbbs](https://forums.plex.tv/u/hbbs)\ **Post date:** [December 15, 2022, 4:20pm UTC](https://forums.plex.tv/t/videos-not-playing/822873/14 "2022-12-15T16:20:13Z")
Another thing. It’s ok if I update now to the latest Plex Beta Server on my NSTV? ---
**Author:** ![anon18523487](https://avatars.discourse-cdn.com/v4/letter/a/49beb7/32.png) [@anon18523487](https://forums.plex.tv/u/anon18523487)\ **Post date:** [December 15, 2022, 4:43pm UTC](https://forums.plex.tv/t/videos-not-playing/822873/15 "2022-12-15T16:43:48Z")
Can I get logs from the Fire TV and server for that situation? Yes, it’s safe to upgrade to the latest version of PMS. ---
**Author:** ![hbbs](https://avatars.discourse-cdn.com/v4/letter/h/e9a140/32.png) [@hbbs](https://forums.plex.tv/u/hbbs)\ **Post date:** [December 15, 2022, 5:13pm UTC](https://forums.plex.tv/t/videos-not-playing/822873/16 "2022-12-15T17:13:11Z")
![Screenshot_20221215-140344](https://global.discourse-cdn.com/plex/original/4X/c/6/c/c6c5f3a67102053c7e361792da79d87c05366ab9.png) Here it is: [Fire TV Stick-PMS.zip](https://forums.plex.tv/uploads/short-url/1B5AncsF3KVFxOCdSXzFloZW4FR.zip) (35.9 KB) ---
**Author:** ![hbbs](https://avatars.discourse-cdn.com/v4/letter/h/e9a140/32.png) [@hbbs](https://forums.plex.tv/u/hbbs)\ **Post date:** [December 15, 2022, 5:30pm UTC](https://forums.plex.tv/t/videos-not-playing/822873/17 "2022-12-15T17:30:19Z")
If it weren’t for the situation with Plex For Kodi I would be able to provide debugging with one more device. In that case a Raspberry Pi. Unfortunately @panni is missing as I already told you over PM. But that’s already a lot for the moment. 😊 ---
**Author:** ![anon18523487](https://avatars.discourse-cdn.com/v4/letter/a/49beb7/32.png) [@anon18523487](https://forums.plex.tv/u/anon18523487)\ **Post date:** [December 15, 2022, 7:36pm UTC](https://forums.plex.tv/t/videos-not-playing/822873/18 "2022-12-15T19:36:15Z")
Looks like it first tried to direct play the file and couldn’t, then tried a transcode. The Shield did initiate hw transcoding, but the playback failed so PMS went to cpu transcoding. With the issue on both Roku and the Fire TV, it does point to the server. Although, I’m not experiencing this with my Shield. I’ll do more digging to see what’s going on. ---
**Author:** ![system](https://global.discourse-cdn.com/plex/original/3X/2/a/2acb9765406f63293d357b4ec509ec39aa28f2ad.png) [@system](https://forums.plex.tv/u/system)\ **Post date:** [March 15, 2023, 7:36pm UTC](https://forums.plex.tv/t/videos-not-playing/822873/19 "2023-03-15T19:36:50Z")
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