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Video Unavailable - "We're unable to play this video, make sure the server is running and ha

ohcalcuttaohcalcutta Members Posts: 11 ✭✭

I know people seem to be experiencing this a lot, but I can't seem to find any actual answers on it.

 

Log is attached, any info is appreciated.

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Comments

  • ljunkieljunkie Plex Dev Team Members, Plex Employee, Plex Pass, Plex Ninja Posts: 4,799 Plex Employee

    It looks like the transcoder is dying.

    Aug 16, 2014 11:26:08:438 [8608] ERROR - [Transcoder] The transcoder died.
    Aug 16, 2014 11:26:08:438 [9916] ERROR - [Transcoder] Exiting after failure.
    

     I am not well-versed with the PMS as I am the Roku, but let's see if we can get some more info.

    1. PMS version
    2. Roku client version
    3. Are you using the Universal Transcoder? (check Roku/Plex -> Preferences -> Advanced -> Transcoder
  • ohcalcuttaohcalcutta Members Posts: 11 ✭✭

    1. PMS Version: 0.9.9.14.531-7eef8c6

    2. Roku Client Version: 3.0.3

    3. Yes, I'm using the Universal Transcoder

    Thanks!

  • eeltoneelton Members Posts: 3

    Same problem.  The videos play fine in the browser on my PC, but not via the Roku.  Plex version 0.9.9.14.531-7eef8c6, Roku client version 3.0.3, universal transcoder.

    Log file attached.
     
     

  • j77novakj77novak Members, Plex Pass Posts: 10 Plex Pass

    I'm also experiencing this problem on Roku 2XS and Roku 3. Repeatable problem on PlexDev, PlexTest, and RarFlix. Tested on 0.9.9.14 and 0.9.8.14. Rebooted network and servers (Win7Pro).  Uninstalled Plex apps on Roku and reinstalled. Started to happen a few weeks ago, now consistently worse. 

    Any suggestions would be appreciated!

  • ljunkieljunkie Plex Dev Team Members, Plex Employee, Plex Pass, Plex Ninja Posts: 4,799 Plex Employee
    From the logs, it's stating you are not using the universal transcoder.

    Aug 16, 2014 11:26:05:245 [8608] DEBUG - Request: [192.168.1.2:50626] GET /video/:/transcode/segmented/session/13064eae-db45-4539-8e42-f88592116d14/7/index.m3u8?
    Aug 16, 2014 11:26:05:256 [8608] DEBUG - Job running: C:\Program Files (x86)\Plex\Plex Media Server\PlexTranscoder.exe
    
    Maybe you switched it after? Can you verify it's set to the universal transcoder and test again. Please include the logs again if it fails.


    ohcalcutta wrote on August 17 2014, 2:11 PM: »

    1. PMS Version: 0.9.9.14.531-7eef8c6
    2. Roku Client Version: 3.0.3
    3. Yes, I'm using the Universal Transcoder

    Thanks!

  • ljunkieljunkie Plex Dev Team Members, Plex Employee, Plex Pass, Plex Ninja Posts: 4,799 Plex Employee
    I see some errors here, so it's looking like this may be more related to the content or the transcoder. Including the errors I see for someone else more versed in the PMS to look over.

    Aug 17, 2014 11:09:13:283 [4772] ERROR - [Transcoder] [aac @ 024f8000] Number of bands (50) exceeds limit (47).
    Aug 17, 2014 11:09:13:283 [3308] ERROR - [Transcoder] Error while decoding stream #0:1: Error number -1 occurred
    Aug 17, 2014 11:09:13:283 [7344] ERROR - [Transcoder] [aac @ 024f8000] channel element 0.0 is not allocated
    Aug 17, 2014 11:09:13:283 [3308] ERROR - [Transcoder] Error while decoding stream #0:1: Error number -1 occurred
    Aug 17, 2014 11:09:13:283 [7344] ERROR - [Transcoder] [aac @ 024f8000] channel element 0.0 is not allocated
    Aug 17, 2014 11:09:13:283 [3308] ERROR - [Transcoder] Error while decoding stream #0:1: Error number -1 occurred
    Aug 17, 2014 11:09:13:283 [7344] ERROR - [Transcoder] [aac @ 024f8000] channel element 0.0 is not allocated
    Aug 17, 2014 11:09:13:283 [3308] ERROR - [Transcoder] Error while decoding stream #0:1: Error number -1 occurred
    Aug 17, 2014 11:09:13:283 [7344] ERROR - [Transcoder] [aac @ 024f8000] channel element 0.0 is not allocated
    Aug 17, 2014 11:09:13:298 [5780] ERROR - [Transcoder] Error while decoding stream #0:1: Error number -1 occurred
    Aug 17, 2014 11:09:13:298 [3308] ERROR - [Transcoder] [aac @ 024f8000] channel element 0.0 is not allocated
    Aug 17, 2014 11:09:13:298 [7344] ERROR - [Transcoder] Error while decoding stream #0:1: Error number -1 occurred
    Aug 17, 2014 11:09:13:298 [1816] ERROR - [Transcoder] [matroska,webm @ 024f1860] Read error at pos. 41948607 (0x28015bf)
    

    eelton wrote on August 17 2014, 4:55 PM: »

    Same problem. The videos play fine in the browser on my PC, but not via the Roku. Plex version 0.9.9.14.531-7eef8c6, Roku client version 3.0.3, universal transcoder.

    Log file attached.

  • ljunkieljunkie Plex Dev Team Members, Plex Employee, Plex Pass, Plex Ninja Posts: 4,799 Plex Employee
    The errors I posted recently do explain the transcoder dying. Can you provide a sample of the media for us to test? https://support.plex.tv/hc/en-us/articles/201035968-Generating-Sample-Files-from-Media

    eelton wrote on August 17 2014, 4:55 PM: »

    Same problem. The videos play fine in the browser on my PC, but not via the Roku. Plex version 0.9.9.14.531-7eef8c6, Roku client version 3.0.3, universal transcoder.

    Log file attached.

  • eeltoneelton Members Posts: 3
    edited August 2014
    ljunkie wrote on August 17 2014, 9:38 PM: »

    I created the sample, but 50 MB is too big to upload. Is there another way to send it?


    Edit: I believe my problem was with the source file, as another version of it works OK on the Roku.
  • ljunkieljunkie Plex Dev Team Members, Plex Employee, Plex Pass, Plex Ninja Posts: 4,799 Plex Employee
    edited August 2014
    Right. 99% sure it's the source, but we'd like to be 100%, and possible fix it if we haven't already. Drop box or any other option could work to share the file.
  • eeltoneelton Members Posts: 3
    ljunkie wrote on August 18 2014, 2:50 AM: »

    Right. 99% sure it's the source, but we'd like to be 100%, and possible fix it if we haven't already. Drop box or any other option could work to share the file.

    https://dl.dropboxusercontent.com/u/12002087/Orange%20Is%20the%20New%20Black%20sample.mkv

  • jeffbatesjeffbates Members, Plex Pass Posts: 1 Plex Pass

    I recently started experiencing this issue after up my client updated to 3.0.3 on my Roku 3. All other devices/browsers tested did not exhibit the issue. My buddy's Roku 3 with client version 3.0.3 was able to play movies without issue.

    After trying removing and re-adding the client, updating and rolling back PMS versions on my Synology without any success, I did a full reset of my Roku. I pushed the reset button with a paperclip for 10 seconds and after the Roku came back up, and everything reloaded, everything was working again.

  • caspersghostcaspersghost Members Posts: 3

    Just another suggestion... was having the exactly the same problem after the last update. For some reason the update removed Plex's 'Run As Administrator' priviledges, and as such wasn't able to acess the transcoder. I just ticked the box in it's properties and it was back to working fine. Found out that was all it was for after days of searching for a solution. Might work for you...

  • johnny121bjohnny121b Members, Plex Pass Posts: 44 Plex Pass

    I was having the "video unavailable' problem on my Roku UNTIL I changed my transcoder from LEGACY to UNIVERSAL (in the advanced options menu).  I was using the LEGACY option because it plays certain hi-def movies without stuttering.  Really hoping the performance of the UNIVERSAL transcoder option can be brought up to match that of the LEGACY selection.

  • LittlebudhaLittlebudha Members, Plex Pass Posts: 3 Plex Pass

    Having the same Problem.  Movie Cuts off unexpectedly in the middle while playing on roku, but plays fine on iphone and Desktop.  Have the latest Plex server and Roku app.  Logs are attached

  • drdwridavdrdwridav Members Posts: 20 ✭✭
    I only get this message on the syfy channel on now tv. Doesn't matter which version of plex is installed , can't get any videos to start . All other channels work fine. Anyone else experiencing this ???
  • jdh8668jdh8668 Members, Plex Pass Posts: 4 Plex Pass
    It knocks my Plex server offline and then I get the message. Happened three times when I was changing Itunes songs.
  • ardenkingardenking Members, Plex Pass Posts: 49 Plex Pass
    edited August 2014
    Having the same problem here mkv playing fine but avi dropping out

    Having better luck with avi on legacy transcoder but still doing it
  • MallyFamilyMallyFamily Members, Plex Pass Posts: 21 Plex Pass
    edited October 2014

    [attachment=36982:roku logs.txt]Hello,

    I was wondering if a solution had been found to this problem?

    Everything was working fine for us until this morning.

    This morning, I received the video unavailable error on the roku (video unavailable we're unable to play this video, make sure he server is running and has access to this video)

    I rebooted the computer, the router, and the roku...no luck. I analyzed the media on the PMS...no luck

    Transcoder is set to universal and last Roku software update was in August (no new software available).  I have tried changing the transcoder to legacy and tried all the available playback options, but the problem persists

    Plex still works perfectly fine when watching through the media player, through Plex on my laptop, and on my Samsung smart TV.

    No settings were changed between last night (when it worked) and this morning.

    Any ideas? Thank you.

    Natacha

    UPDATE 1: After looking further into this, I have noticed the problem only exists with Avi files.  The roku plays the mp4 files without issues.  So maybe the problem didn't happen overnight as I do not remember when the last time was that we played avi files.  But all formats did play before and they still do all play on my other clients.

    Roku model number : 2450X  Software version 5.5, build 433

    I have added the logs from the Roku.  I tried 2 different avi files with different playback methods/transcoders. All fail to play the file. Then I played a file (mp4) that does work..just to show that my system is set up right :-)

    Hope this helps

  • Drazk911Drazk911 Members, Plex Pass Posts: 21

    Admin sent me to this page andI did this and it seemed to fix it.  I also took out the  servers bundle because the admin guy told me to.  Had one hiccup the next day, but unplugged and replugged in the roku and it worked fine.  Its been fine since.

    https://support.plex.tv/hc/en-us/articles/201119258-Resetting-System-and-Framework-bundles

  • MallyFamilyMallyFamily Members, Plex Pass Posts: 21 Plex Pass

    Thank you, Drazk911!

    I did what was described in that link you posted.  It did not work out of the box, but after I deleted those packages and then did a repair on the software, it worked again!

    Thanks for sharing this solution..I have happy kiddos again :-)

    Natacha

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