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plexinc / plex-media-player

Next generation Plex Desktop/Embedded Client
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PMP 4.38.2 only plays AAC-movies (no AC3, DTS5.1 etc) #977

Open Dr1ve4 opened 4 years ago

Dr1ve4 commented 4 years ago

Test environment

PMS Version 4.38.2: PMP Version: 1.19.5.3112 W10 Pro, Update 2004

Steps to reproduce

  1. Watching movies with AAC sound codec works fine. Trouble starts when trying to watch movies with other sound codecs such as AC3, E-AC3 5.1 DTS5.1, MP3.

Current behavior

  1. When starting a movie with any of the faulty audio-codecs, the loading circle appears and just spins without anything happening. Sometimes, randomly, a fault message appears with a message about the codec (don't remember exactly what it said, and I'm not able to replicate it). No movie is being played.

Expected behavior

  1. Play a movie Plex Media Server Logs_2020-07-28_16-08-55.zip
mseeley commented 4 years ago

Please, from the issue template:

  - include a sample media file or media file information when applicable.
    - Generating samples: https://support.plex.tv/articles/201035968-generating-sample-files-from-media/.
    - Retrieving XML media information: https://support.plex.tv/articles/201998867-investigate-media-information-and-formats/. Please attach within zip.
  - be accompanied by _clean_ logs.
    - PMP logs can be found here: https://support.plex.tv/articles/207338748-plex-media-player-logs/
    - Clean log instructions: Clear your logs; reproduce the issue; attach logs in a .zip file.
Dr1ve4 commented 4 years ago

I don't have any sample files. Logs should have been added to the original post

mseeley commented 4 years ago

Those are the Plex Media Server logs. It's a separate application. The log files here are the key: https://support.plex.tv/articles/windows-mac-app-logs/.

The logs are really only useful if you can recreate the issue on demand. If the last time you saw the issue was recent then there's a good chance it's still in one of the rotated log files.

If the answer isn't in the log and you don't have a sample file to provide or give us the XML for then our means of debugging are severely limited.

Dr1ve4 commented 4 years ago

Here are the logs from %:\user\AppData\local\PlexMediaServer\Logs Please give me feedback if these are the logs you need.

I exited the server, moved all the logs into a sub-folder and restarted the server. I then opened Plex in Chrome and started a movie with AC3 5.1 audio. I waited ~20 to 30 seconds at the film loading screen. Left-clicked in the mouse, the loading screen paused and then exited giving me an error (pic attatched). Logs were then saved and now uploaded.

Plex DLNA Server Neptune.zip Plex error

Dr1ve4 commented 4 years ago

Here is the XML from "get info" on the same movie as above. Again, please give me a feedback if I'm doing this the correct way. Beware of carXML.zip

Dr1ve4 commented 4 years ago

Ok, now I opened the Plex app in windows and started logging. The process is the same; I started the same movie, it is loading but nothing is happening. After a while an error message appeared (picture attached) Diagnostics.zip Plex app error 2

More info about my setup: Plex Media Server is installed on my desktop / home cinema unit which the testing/logging has been performed from. Most movies are stored on a Synology Server on the local network. When starting a video through Plex, I normally hear the server discs spool up and I can hear the discs searching or accessing files. Now I only hear the former; the discs spooling , but no sounds of accessing.

mseeley commented 4 years ago

Seeing the same error happens in Chrome was super helpful. Look at the Plex Media Server.log in the Plex.DLNA.Server.Neptune.zip file. Notice the ERROR statements messages. We can see the transcoder die.

I'll ask some colleagues to review those logs.

mseeley commented 4 years ago

@Dr1ve4 is hardware accelerated transcoding enabled for your server? If so, will you please confirm disable hardware accelerated transcoding and try playing the video again?

See 2. Enable hardware acceleration at https://support.plex.tv/articles/115002178853-using-hardware-accelerated-streaming/

Dr1ve4 commented 4 years ago

Hardware accelerated transcoding is activated. Give me 10 minutes and I will try to deactivate it

Dr1ve4 commented 4 years ago

Hardware accelerated transcoding was enabled. I deactivated it and was able to play /some/ movies for a second before the transcoder failed. This was tested at a remote location, on a LG android TV and my Android phone.

I can try some more testing when I get back home, and try to pull new logs for you. Screenshot_20200731-234737 IMG_20200731_234607

Dr1ve4 commented 4 years ago

Diagnostics Plex app aug 01.zip Plex Media Server logs aug 01.zip Skjermbilde Skjermbilde1 Horrible bosses XML.zip

Here are fresh logs from a test run without hardware acceleration transcoding.

Dr1ve4 commented 4 years ago

Any updates on the issue?

RyuuSlayer commented 3 years ago

Sadly have the same issue. This beeing worked on?

Dr1ve4 commented 3 years ago

Mine was solved by downloading a newer version of the Media Server from the Plex website. Somehow the "check for updates" function didn't work either, that I found out after checking the version on the website was suddenly newer than the one I had.

Now it works fine.

man. 30. nov. 2020, 16:39 skrev RyuuM3gum1n notifications@github.com:

Sadly have the same issue. This beeing worked on?

— You are receiving this because you were mentioned. Reply to this email directly, view it on GitHub https://github.com/plexinc/plex-media-player/issues/977#issuecomment-735862835, or unsubscribe https://github.com/notifications/unsubscribe-auth/AQNYAVWE4WYAOTSN72RI4TDSSO4BTANCNFSM4PKSM6NA .