Welcome to our forums! Please take a few moments to read through our Community Guidelines (also conveniently linked in the header at the top of each page). There, you'll find guidelines on conduct, tips on getting the help you may be searching for, and more!

Sync error "there is an error with this item"

KeldinKeldin Members, Plex Pass Posts: 21 Plex Pass

Sync is still broken 3 months on even in latest release (android 5.4 and server1.3.3.3148)
When TV shows are set to sync only unwatched items it removes the watched items from the synced mobile but you can never delete the episode fromPlex server ever..
If you do so it changes the status of the show in Sync from Pending to "There is an error with this item" and will nop longer sync any more episodes.
Trying to sync without choosing unwatched items only is worse as then it simply never removes anything from the device and the first time you delete something you get stuck wth the same error again.
Any chance of getting some actual support for a paid for product from anyone?
Anyone?

«13

Answers

  • neounlimitedneounlimited Members, Plex Pass Posts: 6 Plex Pass

    Please Help. Same Problem started a week ago. I have a galaxy Tab S 10.1. plex server and app are fully updated . i have uninstalled and reinstalled the Plex app on the tablet. i have formated the memory card. i have even tried a factory reset and i still continue to get "there is an error with this item". everything works on my phone. only my tablet is having this problem. this is the main reason i have this service. i Fly all the time and i sync my content to my tablet. Please help.

  • KeldinKeldin Members, Plex Pass Posts: 21 Plex Pass

    I have managed to 'fix' this problem by downgrading server version to the earliest 1.x version I could find (1.0.0.2261) and the android app to the latest 4.x version (4.32.2.597).
    I'm was assuming that the changes made to the sync in version 5 of the app is their usual shoddy and untested update method and it seems I was right. This has solved my syncing problems. I don't know if this will work for you.
    You would think they would apply some of their time to maintaining their product instead of rushing to add new features.

  • KeldinKeldin Members, Plex Pass Posts: 21 Plex Pass

    Looks like this wasn't as good a fix as I thought. So still broken.

  • MovieFan.PlexMovieFan.Plex Members, Plex Pass, Plex Ninja Posts: 14,509 Plex Employee

    The 5.x version of the app introduced a newer version of how we handle syncing. You do need a recent version of PMS to take advantage of this. It's possible if you created a sync job on the older version, they may be some incompatibility issue you are running into. With both the server and app updated, have you tried deleting the sync job and recreating it. This will get everything up to the newer method and should be more stable. If that doesn't work, please provide the PMS and app logs after you see that error.

  • thenicnetthenicnet Members, Plex Pass Posts: 19 Plex Pass

    @MovieFan.Plex said:
    The 5.x version of the app introduced a newer version of how we handle syncing. You do need a recent version of PMS to take advantage of this. It's possible if you created a sync job on the older version, they may be some incompatibility issue you are running into. With both the server and app updated, have you tried deleting the sync job and recreating it. This will get everything up to the newer method and should be more stable. If that doesn't work, please provide the PMS and app logs after you see that error.

    Hello MovieFan.Plex,

    First off there seem to be multiple threads on this issue here is the longest one I've been a part of.

    Like I state in the other thread I'm now running an isolated Plex test server to see if updated versions of PMS are still broken when it comes to Syncing media. I'm currently running PMS Version 1.3.4.3285 on my test server. As of writing this Syncing media is still not functional failing with "This media was unable to be analyzed." in the Plex web GUI.

    Here are the logs that seem to correlate to the issue (from the old thread, I'm willing to send Plex Staff full logs):

    Jan 11, 2017 23:50:57.357 [0x80b071000] VERBOSE - Sync: saved new item 92746 in sync list 11126836 in state error with changestamp 6626364
    Jan 11, 2017 23:50:57.357 [0x80b071000] DEBUG - Sync: processed item 92746 for sync list 11126836, sync item 16498648: failure/mediaAnalysisError

    I will gather my most recent logs and message them to you.

    In order to regain Sync capabilites I had to roll back my "production" server to Version 1.1.4.2757. I know that Plex staff advocate having the newest Plex server and clients, but one my primary uses of the PMS is the Sync feature.

    It is worth noting that this issue is NOT limited to Android clients. This issue seems to be a server side transcoder issue. I am currently having failed synced media on multiple Android clients and Windows 10.

    Really glad we finally got a response to this issue.

  • KeldinKeldin Members, Plex Pass Posts: 21 Plex Pass

    Thanks for the response
    This happens even when the entire list of synced shows has been wiped so not caused by upgrading. I have wiped and retried this several times - the result is always the same.
    I have just repeated the process as follows:
    Wiped all sync data from the app
    Deleted the device from the lists of devices in server and wiped all data from Android app settings so I have to log in again and set up from scratch.
    Synced Season 6 of a Tv program that has just one episode on server - episode 11. it was unwatched and sync settings were unlimited files and unwatched only. Sync was set up from Android although setting up from server makes no difference as that will also produce the error.
    Synced - it converted to 720kbps and downloaded onto phone.
    Watched episode.
    Synced and it removed the local synced copy as it was watched.
    Status in sync on handset shows the TV show as Pending
    Status on server in Sync shows it with a question mark.
    Delete episode from server via browser.
    Download episode 12 to server and it scans the directory and adds it to TV section of the server.
    App on phone now shows "there is an error with this item" and on server question mark is now an exclamation mark
    Episode will not sync unless I wipe the show from sync and set the sync up again.
    I have attached the log files
    Thanks

  • MovieFan.PlexMovieFan.Plex Members, Plex Pass, Plex Ninja Posts: 14,509 Plex Employee

    @Keldin said:
    Status in sync on handset shows the TV show as Pending
    Status on server in Sync shows it with a question mark.
    Delete episode from server via browser.
    Download episode 12 to server and it scans the directory and adds it to TV section of the server.
    App on phone now shows "there is an error with this item" and on server question mark is now an exclamation mark

    Thanks for that description. Your scenario is actually a known bug that we are working on right now. Basically if you create a sync job that results in 0 items, the sync job gets into a stuck case. It doesn't handle an empty list well, so when you add the next item, it can't add an item to an empty list. At least for you, this will be addressed in a future PMS update. I don't know when though.

    @thenicnet said:
    Here are the logs that seem to correlate to the issue (from the old thread, I'm willing to send Plex Staff full logs):

    Jan 11, 2017 23:50:57.357 [0x80b071000] VERBOSE - Sync: saved new item 92746 in sync list 11126836 in state error with changestamp 6626364
    Jan 11, 2017 23:50:57.357 [0x80b071000] DEBUG - Sync: processed item 92746 for sync list 11126836, sync item 16498648: failure/mediaAnalysisError

    I will gather my most recent logs and message them to you.

    Please do send me the full log. That in state error might point to the problem if I can find what that error is.

  • jefferaijefferai Members, Plex Pass Posts: 9 Plex Pass

    @MovieFan.Plex I have the same issues and I am definitely not creating jobs that result in 0 items. On a client with no sync jobs, I created several jobs that all should have resulted in multiple episodes of various TV shows, e.g. sync only new, with at least 2-3 new items for each show. All failed.

    Syncing used to be reliable, but in the last 3-6 months it's just been fail city.

  • thenicnetthenicnet Members, Plex Pass Posts: 19 Plex Pass

    @jefferai said:
    @MovieFan.Plex I have the same issues and I am definitely not creating jobs that result in 0 items. On a client with no sync jobs, I created several jobs that all should have resulted in multiple episodes of various TV shows, e.g. sync only new, with at least 2-3 new items for each show. All failed.

    Syncing used to be reliable, but in the last 3-6 months it's just been fail city.

    When they fail what error are you getting in the web GUI. Can you dump your logs and send them to @MovieFan.Plex ?

  • AustinPowersISUAustinPowersISU Members, Plex Pass Posts: 15 Plex Pass

    Here are my logs I posted months ago in this thread:
    https://forums.plex.tv/discussion/226565/sync-randomly-fails-with-this-media-was-unable-to-be-analyzed

    I have since upgraded to FreeBSD11 (from scratch), no change. I cannot sync. You can see I'm getting a seg fault.

    I have the same problems. Looks like I get a segmentation fault during analysis after transcode. I'm running on FreeBSD 10.2 in a jail.
    Dec 18, 2016 21:08:01.705 [0x80b84f400] DEBUG - It took 0.0 sec to serialize a list with 0 elements.
    Dec 18, 2016 21:08:01.705 [0x809408c00] DEBUG - Completed: [10.123.150.140:37429] 206 PUT /video/:/transcode/session/6ea1ee59-9819-4525-b557-62f49c293afd/progress?progress=100.0&size=2884466995&speed=12.9&remaining=0 (6 live) 0ms 326 byt
    es
    Dec 18, 2016 21:08:01.721 [0x80c4df800] DEBUG - Jobs: '/usr/local/share/plexmediaserver-plexpass/Plex Transcoder' exit code is 0
    Dec 18, 2016 21:08:01.721 [0x80c4df800] DEBUG - Cleaning old transcode directories.
    Dec 18, 2016 21:08:01.760 [0x809408c00] DEBUG - Auth: We found auth token (xxxxxxxxxxxxxxxxxxxx), enabling token-based authentication.
    Dec 18, 2016 21:08:01.760 [0x809408c00] DEBUG - Auth: authenticated user 1 as AustinPowersISU
    Dec 18, 2016 21:08:01.760 [0x809408c00] DEBUG - Auth: Came in with a super-token, authorization succeeded.
    Dec 18, 2016 21:08:01.760 [0x80b124000] DEBUG - Request: [10.123.150.100:51117 (Subnet)] GET /status/sessions/background (6 live) TLS GZIP Signed-in Token (AustinPowersISU)
    Dec 18, 2016 21:08:01.761 [0x80b124000] DEBUG - It took 0.0 sec to serialize a list with 1 elements.
    Dec 18, 2016 21:08:01.761 [0x809408c00] DEBUG - Completed: [10.123.150.100:51117] 200 GET /status/sessions/background (5 live) TLS GZIP 0ms 735 bytes (pipelined: 175)
    Dec 18, 2016 21:08:01.821 [0x80c4df800] DEBUG - Cleaning old transcode directory: /usr/local/plexdata-plexpass/Plex Media Server/Cache/Transcode/Sessions/plex-transcode-6ea1ee59-9819-4525-b557-62f49c293afd-2c838c5a-b23f-4350-9aee-5219647
    ec0d2
    Dec 18, 2016 21:08:01.821 [0x80c4df800] DEBUG - Whacked session 6ea1ee59-9819-4525-b557-62f49c293afd, 0 remaining.
    Dec 18, 2016 21:08:01.821 [0x80c4df800] DEBUG - TranscodeJobManager: [Running] job 6ea1ee59-9819-4525-b557-62f49c293afd complete - success / good
    Dec 18, 2016 21:08:01.821 [0x80c4dd400] DEBUG - BPQ: onAsynchronousJobComplete
    Dec 18, 2016 21:08:01.821 [0x80c4dd400] DEBUG - BPQ: completing transcode for sync metadata item 7904: success / good
    Dec 18, 2016 21:08:02.417 [0x80c4dd400] DEBUG - Added new metadata item () with ID 29604
    Dec 18, 2016 21:08:02.417 [0x80c4dd400] DEBUG - Updating metadata item (save) () with ID 29604
    Dec 18, 2016 21:08:02.566 [0x80c4dd400] DEBUG - Added new media item with ID=40101 ()
    Dec 18, 2016 21:08:02.696 [0x80c4dd400] DEBUG - Added new media part with ID=50986 [/usr/local/plexdata-plexpass/Plex Media Server/Cache/Transcode/Sync+/14754488/31/7904.mp4]
    Dec 18, 2016 21:08:02.709 [0x80c4dd400] DEBUG - Updating part with ID=50986 [/usr/local/plexdata-plexpass/Plex Media Server/Cache/Transcode/Sync+/14754488/31/7904.mp4]
    Dec 18, 2016 21:08:02.709 [0x80c4e0000] DEBUG - Media Analyzer: Performing on-the-fly analysis on 1 item.
    Dec 18, 2016 21:08:02.709 [0x80c4e0000] DEBUG - Job running: FFMPEG_EXTERNAL_LIBS='/usr/local/plexdata-plexpass/Plex\ Media\ Server/Codecs/c9ea179-1157-freebsd-x86_64/' X_PLEX_TOKEN='xxxxxxxxxxxxxxxxxxxx' '/usr/local/share/plexmediaserve
    r-plexpass/Plex Media Scanner' '--analyze' '--log-file-suffix' ' Analysis' '--item' '29604'
    Dec 18, 2016 21:08:02.785 [0x80940f400] ERROR - JobManager: child process killed by signal: 11 (Segmentation fault)
    Dec 18, 2016 21:08:02.785 [0x80c4e0000] DEBUG - Killing job.
    Dec 18, 2016 21:08:02.785 [0x80c4e0000] DEBUG - Signalling job ID 11592 with 9
    Dec 18, 2016 21:08:02.785 [0x80c4e0000] DEBUG - Jobs: '/usr/local/share/plexmediaserver-plexpass/Plex Media Scanner' exit code is -11
    Dec 18, 2016 21:08:02.785 [0x80c4e0000] DEBUG - Media Analyzer: Background analysis completed in 0.1 seconds, removing 1 IDs
    Dec 18, 2016 21:08:02.785 [0x80c4dd400] ERROR - Sync: media analysis failed
    Dec 18, 2016 21:08:02.785 [0x80c4dd400] ERROR - Sync: media analysis of success media failed for metadata item 7904
    Dec 18, 2016 21:08:02.852 [0x80c4dd400] DEBUG - Sync: processed item 7904 for sync list 14754488, sync item 16011494: failure/mediaAnalysisError
    Dec 18, 2016 21:08:02.852 [0x80c4dd400] DEBUG - BPQ: generator 6134 changed state: pending -> complete
    Dec 18, 2016 21:08:02.853 [0x80c4dd400] DEBUG - Sync: sync list 14754488, sync item 16011494 changed state from pending to complete
    Dec 18, 2016 21:08:02.853 [0x80c4dd400] DEBUG - Sync: sync list 14754488, sync item 16011494: complete/good with 1/0/1/0/0/0 item(s)

  • KeldinKeldin Members, Plex Pass Posts: 21 Plex Pass

    @MovieFan.Plex said:

    Thanks for that description. Your scenario is actually a known bug that we are working on right now. Basically if you create a sync job that results in 0 items, the sync job gets into a stuck case. It doesn't handle an empty list well, so when you add the next item, it can't add an item to an empty list. At least for you, this will be addressed in a future PMS update. I don't know when though.

    It''s good that it is at least a known bug but no idea when it will be fixed is a concern. This has been happening for months and managing syncs in this way was not an issue before so a 0 item list after you delete all watched episodes never broke the sync previously. Months of a known bug going unfixed when there are multiple updates to server and app each week with multiple new features makes me worry that new shiny features are of more interest than a stable working product.

    How do I track the progress of this bugfix - is it listed anywhere?

    Thanks

  • MovieFan.PlexMovieFan.Plex Members, Plex Pass, Plex Ninja Posts: 14,509 Plex Employee

    We only found the bug recently. Bugs are typically fixed pretty quickly, once we identify the cause. The hard part is finding the cause.

  • Ben/80Ben/80 Members, Plex Pass Posts: 5 Plex Pass

    Looking at my own logs I have a slightly different cause (media analysis times out), but the same error message in the UI. I'm running PMS on a Synology DS, syncing to an iPhone 7. I can sync MP4 files without issue, and MKVs smaller than ~450MB, but larger MKVs trigger the error.

    Feb 08, 2017 11:11:53.877 [0x2f3fe400] DEBUG - Completed: [83.71.160.234:25995] 200 GET /hubs/home/recentlyAdded?type=1 (7 live) TLS GZIP Page 0-15 686ms 6508 bytes (pipelined: 4)
    Feb 08, 2017 11:11:53.896 [0x2f3fe400] DEBUG - Completed: [83.71.160.234:26170] 200 GET /hubs/home/recentlyAdded?type=2 (7 live) TLS GZIP Page 0-15 1477ms 6193 bytes
    Feb 08, 2017 11:11:53.992 [0x317c8400] DEBUG - It took 70.000000 ms to retrieve 13 items.
    Feb 08, 2017 11:11:54.005 [0x354db400] DEBUG - It took 60.000000 ms to retrieve 13 items.
    Feb 08, 2017 11:11:54.223 [0x2f0be400] DEBUG - Auth: We found auth token (xxxxxxxxxxxxxxxxxxxx), enabling token-based authentication.
    Feb 08, 2017 11:11:54.224 [0x2f0be400] DEBUG - Auth: authenticated user 1 as Ben/80
    Feb 08, 2017 11:11:54.224 [0x2f0be400] DEBUG - Auth: Came in with a super-token, authorization succeeded.
    Feb 08, 2017 11:11:54.225 [0x31eed400] DEBUG - Request: [83.71.160.234:25995 (WAN)] GET /hubs/home/recentlyAdded?type=1&personal=1 (7 live) TLS Page 0-11 GZIP Signed-in Token (Ben/80)
    Feb 08, 2017 11:11:54.227 [0x2f3fe400] DEBUG - Auth: We found auth token (xxxxxxxxxxxxxxxxxxxx), enabling token-based authentication.
    Feb 08, 2017 11:11:54.227 [0x2f3fe400] DEBUG - Auth: authenticated user 1 as Ben/80
    Feb 08, 2017 11:11:54.227 [0x2f3fe400] DEBUG - Auth: Came in with a super-token, authorization succeeded.
    Feb 08, 2017 11:11:54.230 [0x330ce400] DEBUG - Request: [83.71.160.234:26170 (WAN)] GET /hubs/home/recentlyAdded?type=8 (7 live) TLS Page 0-11 GZIP Signed-in Token (Ben/80)
    Feb 08, 2017 11:11:54.234 [0x31eed400] DEBUG - Setting container serialization range to [0, 11] (total=-1)
    Feb 08, 2017 11:11:54.246 [0x330ce400] DEBUG - Setting container serialization range to [0, 11] (total=-1)
    Feb 08, 2017 11:11:54.266 [0x31eed400] DEBUG - Setting container serialization range to [0, 11] (total=0)
    Feb 08, 2017 11:11:54.267 [0x31eed400] DEBUG - It took 0.0 sec to serialize a list with 0 elements.
    Feb 08, 2017 11:11:54.276 [0x2f3fe400] DEBUG - Completed: [83.71.160.234:25995] 200 GET /hubs/home/recentlyAdded?type=1&personal=1 (7 live) TLS GZIP Page 0-11 51ms 561 bytes (pipelined: 5)
    Feb 08, 2017 11:11:54.284 [0x330ce400] DEBUG - Setting container serialization range to [0, 11] (total=0)
    Feb 08, 2017 11:11:54.285 [0x330ce400] DEBUG - It took 0.0 sec to serialize a list with 0 elements.
    Feb 08, 2017 11:11:54.290 [0x2f3fe400] DEBUG - Completed: [83.71.160.234:26170] 200 GET /hubs/home/recentlyAdded?type=8 (7 live) TLS GZIP Page 0-11 62ms 561 bytes (pipelined: 2)
    Feb 08, 2017 11:11:54.461 [0x354db400] DEBUG - Setting container serialization range to [0, 15] (total=-1)
    Feb 08, 2017 11:11:54.466 [0x317c8400] DEBUG - Setting container serialization range to [0, 11] (total=-1)
    Feb 08, 2017 11:11:54.469 [0x317c8400] DEBUG - It took 0.0 sec to serialize a partial list with 3 elements (3 total).
    Feb 08, 2017 11:11:54.480 [0x2f3fe400] DEBUG - Completed: [83.71.160.234:26169] 200 GET /hubs/home/continueWatching (7 live) TLS GZIP Page 0-11 2072ms 2182 bytes
    Feb 08, 2017 11:11:54.486 [0x354db400] DEBUG - We're going to try to auto-select an audio stream for account 1.
    Feb 08, 2017 11:11:54.487 [0x354db400] DEBUG - Selecting best audio stream for part ID 16182 (autoselect: 0 language: en)
    Feb 08, 2017 11:11:54.489 [0x354db400] DEBUG - Audio Stream: 32555, Subtitle Stream: -1
    Feb 08, 2017 11:11:54.493 [0x354db400] DEBUG - We're going to try to auto-select an audio stream for account 1.
    Feb 08, 2017 11:11:54.493 [0x354db400] DEBUG - Selecting best audio stream for part ID 18017 (autoselect: 0 language: en)
    Feb 08, 2017 11:11:54.496 [0x354db400] DEBUG - Audio Stream: 34670, Subtitle Stream: -1
    Feb 08, 2017 11:11:54.502 [0x354db400] DEBUG - We're going to try to auto-select an audio stream for account 1.
    Feb 08, 2017 11:11:54.502 [0x354db400] DEBUG - Selecting best audio stream for part ID 3545 (autoselect: 0 language: en)
    Feb 08, 2017 11:11:54.505 [0x354db400] DEBUG - Audio Stream: 7165, Subtitle Stream: -1
    Feb 08, 2017 11:11:54.508 [0x354db400] DEBUG - It took 0.1 sec to serialize a partial list with 16 elements (16 total).
    Feb 08, 2017 11:11:54.532 [0x2f3fe400] DEBUG - Completed: [83.71.160.234:26171] 200 GET /hubs/home/onDeck (7 live) TLS GZIP Page 0-15 2123ms 7864 bytes
    Feb 08, 2017 11:12:21.963 [0x2f3fe400] DEBUG - Auth: We found auth token (xxxxxxxxxxxxxxxxxxxx), enabling token-based authentication.
    Feb 08, 2017 11:12:21.964 [0x2f3fe400] DEBUG - Auth: Came in with the master token, authorization succeeded.
    Feb 08, 2017 11:12:21.964 [0x354db400] DEBUG - Request: [127.0.0.1:50952 (Loopback)] GET /library/changestamp (3 live) GZIP Signed-in Token (Ben/80)
    Feb 08, 2017 11:12:21.988 [0x354db400] DEBUG - It took 0.0 sec to serialize a list with 0 elements.
    Feb 08, 2017 11:12:21.990 [0x2f3fe400] DEBUG - Completed: [127.0.0.1:50952] 200 GET /library/changestamp (3 live) GZIP 26ms 469 bytes
    Feb 08, 2017 11:12:39.974 [0x382bb400] DEBUG - Killing job.
    Feb 08, 2017 11:12:39.974 [0x382bb400] DEBUG - Signalling job ID 24022 with 9
    Feb 08, 2017 11:12:39.974 [0x382bb400] DEBUG - Media Analyzer: Background analysis completed in 60.0 seconds, removing 1 IDs
    Feb 08, 2017 11:12:39.975 [0x3373b400] ERROR - Sync: media analysis timed out
    Feb 08, 2017 11:12:39.975 [0x3373b400] ERROR - Sync: media analysis of success media failed for metadata item 7266
    Feb 08, 2017 11:12:39.985 [0x2e9ed400] ERROR - JobManager: child process killed by signal: 9 (Killed)
    
  • mcbridermcbrider Members, Plex Pass Posts: 8 Plex Pass

    Any update on the progress of identifying and fixing this Sync bug? Its really frustrating not being able to sync movies, and this issue has been hanging around since early December.

  • dandrzejewskidandrzejewski Members, Plex Pass Posts: 3 Plex Pass

    I am also experiencing this issue. This really should "just work." Same segfault.

  • jefferaijefferai Members, Plex Pass Posts: 9 Plex Pass

    @thenicnet said:
    When they fail what error are you getting in the web GUI. Can you dump your logs and send them to @MovieFan.Plex ?

    I'm out of town but when I get back I can get logs.

  • andras_timandras_tim Members, Plex Pass Posts: 3 Plex Pass
    edited February 14

    I have this problem w/ Plex 1.3.4.3285 and 1.4.1.3362 :(

  • mcbridermcbrider Members, Plex Pass Posts: 8 Plex Pass
    via Email
    I installed the latest plex server release last night and tried the syncing on a movie that kept failing. It worked this time. Had anyone else tested this yet?
  • noone942noone942 Members, Plex Pass Posts: 23 Plex Pass

    I just installed the newest version myself and movies are still failing. However Tv shows work so it may be isolated to either longer files or ones from a specific directory or even possibly a certain file type.

  • Ben/80Ben/80 Members, Plex Pass Posts: 5 Plex Pass

    Updated to 1.4.1.3362 still have the same old problem with the same old files. This is getting silly.

    Starting to wonder what the point of paying for Plex Pass is? Support is woeful and the product doesn't work as advertised. Why did they get rid of Zendesk? There doesn't seem to be any formal way to report a bug other than hope a developer sees the problem. Feels more like the support I'd expect for a free service. Sorry for the rant.

«13
Sign In or Register to comment.