Computer crashes with black screen after Plex transcode

JDubbedN · Jul 9, 2023

Hello,

Problem:
I've been dealing with an issue for some time now where my computer that runs Plex just stops producing video output and the computer crashes. Meaning no video output, cannot remotely connect to it and can't ping it. No BSOD is presented on the screen but instead the screen just goes blank. The computer stays powered but the only way to access it is to hold down the power button and reboot. And BSOD logs don't seem to be created. However, when windows 10 was installed windows event logs would show a critical error of windows shutting down unexpectedly. Now with windows 11 installed I don't get that event anymore but instead I get others.

How do I reproduce the issue?:
If anyone watches Plex media from the server and Plex has to transcode it (for example if the device trying to watch it doesn't support the native video or sound format) then there is a very good chance that the computer will crash. I already spent over a month talking with higher tier Plex techs via direct messages and after submitting logs after logs they claim Plex isn't responsible and that it is my computer. But the problem didn't start happening until after I upgraded to Plex version 1.3. Plex version 1.29 or earlier never had this issue. And I can go between the 2 versions and I can show that 1.29 has no issues and 1.3 has the crashing issue. And Plex transcoding is the only action that crashes the computer.

What have I done so far to attempt to fix it?
Well I tried Plex support. I posted on Windows Ten Forums and it lead to a very confusing thread and ultimately no fix. That is when the server had Windows 10 on it. I installed Windows 11 recently to see if that would fix it and it didn't. I've run things like memtest and hd tune pro with no issues detected. I believe I also ran sfc /scann and other variants of checking the Windows system files that I was instructed to do so long ago by a VIP member of the Windows 10 Forum as well as testing drivers.

I am hoping 3rd time is a charm to see if I can have someone guide me through steps to finding the issue. I'd greatly appreciate it.

JDubbedN · Jul 28, 2023

It's been about 3 weeks and no reply from anyone. Can anyone help?

JDubbedN · Jul 28, 2023

Here is the V2 log collector. Sorry forgot to post it. V2 Log

glasskuter · Jul 29, 2023

Hello,I just saw your post and didn't want you to think you are being ignored. Sorry no one has answered but other regulars here may not run a Plex server. I know I have not seen any threads on this forum where it has been discussed.
I do run a Plex server but not from my Windows 11 machine so am unable to give you any answers. It's in Windows 10 and is running version 1.3.0.7349. I have experienced no issues with it.
@zbook do you see anything in his log or have any suggestions for this poster?

zbook · Jul 29, 2023

JDubbedN said:
Hello,

Problem:
I've been dealing with an issue for some time now where my computer that runs Plex just stops producing video output and the computer crashes. Meaning no video output, cannot remotely connect to it and can't ping it. No BSOD is presented on the screen but instead the screen just goes blank. The computer stays powered but the only way to access it is to hold down the power button and reboot. And BSOD logs don't seem to be created. However, when windows 10 was installed windows event logs would show a critical error of windows shutting down unexpectedly. Now with windows 11 installed I don't get that event anymore but instead I get others.

Windows 11 log files also displayed multiple unexpected shutdowns and restarts.

These error messages are seen with manual power offs and when there are spontaneous unexpected shutdowns.

There were no BSOD seen in the collected log files (since the installation of Windows 11 on 07/02/2023)

JDubbedN said:
How do I reproduce the issue?:
If anyone watches Plex media from the server and Plex has to transcode it (for example if the device trying to watch it doesn't support the native video or sound format) then there is a very good chance that the computer will crash. I already spent over a month talking with higher tier Plex techs via direct messages and after submitting logs after logs they claim Plex isn't responsible and that it is my computer. But the problem didn't start happening until after I upgraded to Plex version 1.3. Plex version 1.29 or earlier never had this issue. And I can go between the 2 versions and I can show that 1.29 has no issues and 1.3 has the crashing issue. And Plex transcoding is the only action that crashes the computer.

What have I done so far to attempt to fix it?
Well I tried Plex support. I posted on Windows Ten Forums and it lead to a very confusing thread and ultimately no fix.

Please post a link into this thread.

(the computer had had a memory dump more than one month ago)

JDubbedN said:
That is when the server had Windows 10 on it. I installed Windows 11 recently to see if that would fix it and it didn't. I've run things like memtest and hd tune pro with no issues detected. I believe I also ran sfc /scann and other variants of checking the Windows system files that I was instructed to do so long ago by a VIP member of the Windows 10 Forum as well as testing drivers.

I am hoping 3rd time is a charm to see if I can have someone guide me through steps to finding the issue. I'd greatly appreciate it.

1) Run: Tuneup plus > post a share link into this thread using one drive, drop box, or google drive

https://www.tenforums.com/attachments/bsod-crashes-debugging/360139d1645183596-batch-files-use-bsod-debugging-tuneup_plus_log.zip

2) Suggestion: Document whether the computer is or is not having spontaneous shutdowns and restarts (when the Plex software is no longer present)

If possible, uninstall all Plex software > run the computer for a full week or more (the longer the continuous testing period the better the testing conditions) > monitor the computer using reliability monitor > play games and / or use the computer to stress the CPU, GPU, RM, etc.) Do no perform any manual power offs > if you have to power off then record the day and time > post a new V2 share link into the newest post fter the week or more of monitoring

View Reliability History in Windows 11 Tutorial

This tutorial will show you how to view reliability history for your Windows 11 device. The Reliability Monitor provides a system stability overview and details about events that impact reliability. It calculates the Stability Index shown in the System Stability Chart. Reliability Monitor...

www.elevenforum.com

Code:

Event[1561]
  Log Name: System
  Source: EventLog
  Date: 2023-07-09T20:54:52.5240000Z
  Event ID: 6008
  Task: N/A
  Level: Error
  Opcode: N/A
  Keyword: Classic,
  User: N/A
  User Name: N/A
  Computer: EntertainmentR
  Description:
The previous system shutdown at 8:45:21 PM on ?7/?9/?2023 was unexpected.

Code:

Event[1573]
  Log Name: System
  Source: Microsoft-Windows-Kernel-Power
  Date: 2023-07-09T20:54:45.9030000Z
  Event ID: 41
  Task: N/A
  Level: Critical
  Opcode: Info  a
  Keyword: N/A
  User: S-1-5-18
  User Name: NT AUTHORITY\SYSTEM
  Computer: EntertainmentR
  Description:
The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly.

JDubbedN · Jul 30, 2023

Please post a link into this thread.

(the computer had had a memory dump more than one month ago)

I believe this dump file will be specific to when I updated the motherboard BIOS which was a step given to me by Plex support. After the BIOS updated the computer showed odd graphical pixelation and then it showed a BSOD screen. But after a reboot the problem seem to fix itself because the computer now boots fine and has been for some time now. I've also attached 2 pictures that I took when I had updated the BIOS just in case you find it relevant.

Picture 1
Picture 2

MEMORY.DMP

1) Run: Tuneup plus > post a share link into this thread using one drive, drop box, or google drive

Please see link. Tuneup.log

2) Suggestion: Document whether the computer is or is not having spontaneous shutdowns and restarts (when the Plex software is no longer present)

I can confirm according to months worth of observation since the problem started happening back in the 4th quarter of 2022, that the spontaneous shutdowns only occur when someone watches a video from my Plex server and only happens when the media's audio, video or both needs to be transcoded. It however doesn't happen every time with all transcodes immediately. Sometimes it can take several minutes of watching the media before the problem actually happens or it can happen within a matter of seconds. I can also confirm this by using Plex Dash and Tautulli, which are pieces of software that tell me detailed information about the Plex server including what's being watched, who's watching it and if the media is being transcoded or not.

If possible, uninstall all Plex software > run the computer for a full week or more...

Unfortunately this step is going to prove to be more difficult to perform. I can uninstall Plex but doing so for a week will prevent several users from using Plex. I will need to coordinate a time to make this happen. But I assume this step is to attempt to rule out Plex as being the culprit behind the problem. Which I understand. However, months of observation and the problem only occurring with Plex server v1.3 and higher causing the issue but v1.29 and below does not seems to point towards Plex IMHO. However, I will try to make this happen. In the meantime, I did check the reliability logs and I am seeing multiple applications stop working including the unexpected shutdowns. Here is the XML file.

ReliabilityReport.XML

zbook · Jul 30, 2023

When available please post a link for the prior thread.

Tuneup plus results were unremarkable.

The computer settings are now optimally reconfigured for creating memory dump files.

Make sure that if they occur and are posted that they are zipped or compressed before posting separate share links.

Reliability monitor > post images or share links as needed
(Most of what I'll need are in the collected V2 logs)
(Posting the images or share links may be useful for other eleven forum members)

When possible monitor the computer for one week or more without the Plex software.
(For any unexpected shutdowns and restarts during this time period > post a new V2 share link into the newest post)

JDubbedN · Jul 30, 2023

When available please post a link for the prior thread.

Computer restarting unexpectedly. Possible BSOD. - Windows 10 Help Forums

And here was the recent
Believe to be BSOD on Windows 10 - Windows 10 Help Forums

When possible monitor the computer for one week or more without the Plex software.
(For any unexpected shutdowns and restarts during this time period > post a new V2 share link into the newest post)

Will do.

hsehestedt · Jul 30, 2023

I don't know if you have looked into this or not, but I seem to recall that Plex has an option to use your GPU for transcoding. Try flipping the current state to see if that makes any difference. In other words, if transcoding is set to use the GPU, turn it off. On the other hand, if it is not set to use the GPU, turn it on.

JDubbedN · Jul 30, 2023

hsehestedt said:
I don't know if you have looked into this or not, but I seem to recall that Plex has an option to use your GPU for transcoding. Try flipping the current state to see if that makes any difference. In other words, if transcoding is set to use the GPU, turn it off. On the other hand, if it is not set to use the GPU, turn it on.

I have looked into this. I had also read about the hardware-accelartion causing Plex to crash for others. But it would only crash Plex, not the entire computer. However, I have toggled the option before for testing and the problem persists whether the feature is enabled or not.

JDubbedN · Jul 30, 2023

@zbook

Another crash occurred. It happened as soon as someone tried to watch media on Plex and it required transcoding. I have not yet been able to coordinate shutting down Plex for a week. No new memory dump was found in C:\Windows.

v2 log here. ENTERTAINMENTR-(2023-07-30_14-28-26).zip

Screenshot of Reliability Monitor. Computer TechEZ Remote Support_CTEZ Server_2023-07-30_1.png

Dru2 · Jul 30, 2023

glasskuter said:
I know I have not seen any threads on this forum where it has been discussed.

I actually run a Plex server but for music only. I don't stream videos so I can't speak there. Mine is run off a NAS setup. Zero issues.

With that the only suggestions I can offer is check that the PC is able handle the server traffic. The OP might also check the Plex forums.

hsehestedt · Jul 30, 2023

I've been running a Plex server serving both video and music for years. It has to do a lot of transcoding both for video and audio on the videos and it's just plain rock stable. In fact, it's so stable that I forget what the whole GUI even looks like sometimes because I just never have to touch it

.

The only thing I have to do on occasion is migrate it to different hardware, but I run it all in a VM so it's super easy to transport. All the media is on external drives so that doesn't have to be recopied when moving the VM.

zbook · Jul 31, 2023

There were no BSOD seen in the log files.

So far the crashes have been unexpected shutdowns and restarts.

Some causes of unexpected shutdowns and restarts are:

a) Overclocking
b) Overheating
c) Malfunctioning hardware
d) Power supply problem
e) Power interruption problem
etc.

JDubbedN · Jul 31, 2023

zbook said:
There were no BSOD seen in the log files.

So far the crashes have been unexpected shutdowns and restarts.

Some causes of unexpected shutdowns and restarts are:

a) Overclocking
b) Overheating
c) Malfunctioning hardware
d) Power supply problem
e) Power interruption problem
etc.

a. No overclocking is being done. The motherboard doesn't even allow/offer/support it and no software is installed to overclock it that I am aware of. Maybe the graphics software, AMD, supports some software overclocking but I don't have any of that enabled to my knowledge.

b. No overheating issues that I have observed. I've watched the temperature while triggering the crash and I rarely see it get higher than 50c while transcoding. 45c or under while idling.

c. I guess this is always an option. But I have tested all the hardware that I could using PC Doctor that I own a version of. Also benchmarked the samsung nvme with it's samsung magic software. I've tested the ram with memtest. I am not sure what other tools to use to test.

d. Since this is a mini pc, I cannot replace the power supply because it is soldered onto the mobo. However, I guess I could try a different power plug.

e. It is plugged up to a UPS. I will try plugging it directly into an outlet.

But as I have mentioned, this problem only started happening after I installed Plex Media Server version 1.3 and higher. If I revert back to PMS 1.29 or earlier, the problem goes away and it works fine. So for whatever reason, the problem happens only on PMS 1.3 and above. Why? I don't know. Even the Plex engineers who looked at it scratched their head. But they had no problem saying it wasn't their software and it was something faulty with my computer. Even though there wasn't any clear evidence to support that.

JDubbedN · Jul 31, 2023

Here is what the Plex engineer said to me. Maybe this will spark some troubleshooting ideas.

I have discussed these issues as well with our development team and the thought is that this is a system issue and not Plex - could be bios, graphics driver, GPU
You could also in addition to my earlier suggestions, try to disable the GPU and see if there is a difference.

19/05/2023 14:44:47
Microsoft-Windows-LoadPerf
1001
Recursion too deep; the stack overflowed.

I suggest you investigate this logged System Event Log entry,

Follow up on the Recursion too deep; the stack overflowed windows error
Follow up on the ConanSandbox Ran out of memory errors
Uninstall the games that were logging this memory shortage error
Find out why it was logging that
Remove the R Drive and have whole memory available to windows to use
Disable the GPU
Update GPU Graphics Card Driver
Check for any updates to the BIOS
Log and monitor CPU temperature
Look into memory usage through Resource Monitor and any other tools
More and more system checks
Seek help elsewhere on what is a System / PC issue - Apps do not cause system lock ups. Hardware issues/bugs in OS/Kernel/BIOS/Drivers lead to that

zbook · Aug 1, 2023

JDubbedN said:
But I have tested all the hardware that I could using PC Doctor that I own a version of.

Software stress tests unfortunately display false negatives.

zbook · Aug 1, 2023

JDubbedN said:
But as I have mentioned, this problem only started happening after I installed Plex Media Server version 1.3 and higher. If I revert back to PMS 1.29 or earlier, the problem goes away and it works fine. So for whatever reason, the problem happens only on PMS 1.3 and above. Why? I don't know.

When available let's document this or find it in error.

The log files can be scanned during one or more weeks without the software.

In addition new software stress tests can be performed (also known to have false negatives)

JDubbedN · Aug 1, 2023

zbook said:
In addition new software stress tests can be performed (also known to have false negatives)

What software would you recommend that I use to stress test?

Dru2 · Aug 1, 2023

Just a thought, but do you not have another PC to test Plex out on?

And I gave you a suggestion to look to the Plex forums. Did you not do that??? They are far more qualified to deal with Plex issues than most here. If you're not having any other issues with the PC other than Plex, I'd think the issue more Plex related than PC.

Good luck.