When playing some video files, it starts of fine, but after a while the video just stops with an error saying; “We’re having trouble playing this video. Please check your playback setup”. This happens on both my computer and my Win10 phone. The server is up to date.
The video works fine in the Web Player and in Plex Home Theater.
I have a log for this, but I can’t attach them right now for some reason?
You can grab it here meanwhile:
https://1drv.ms/f/s!ArgY2TSO5SbanIsf-Qnn0ZMFvxrvNw
One thing to know is that UWP apps cannot play DTS audio directly, so we ask the server for an audio transcode. The fact that you mention that the playback stops after a while seems to indicate that the server thinks that the player is no longer playing the file and just terminates the session after 3 minutes (although there’s no evidence of this on the server log). I’d need to see your Windows app logs to try to determine what is happening.
Of course! Where can I find those?
They are normally located at %LOCALAPPDATA%\Packages\CAF9E577.Plex_aam28m9va5cke\LocalState\Logs. The general support article for logging is this one.
There is definitely something going on. I checked the Task Manager today while starting the same video I’ve had issues with before, and I could see that the PlexTranscoder starts off at around 25% CPU usage but drops to 1-2% after about 10-30 seconds, which I guess means that either it’s idling or not transcoding fast enough.
I’ve reinstalled Windows since last we spoke due to an unrelated issue and this bug (or whatever it might be) is still present.
I am also still not able to attach the logs here so you can grab it on the OneDrive link:
https://1drv.ms/f/s!ArgY2TSO5SbanIsf-Qnn0ZMFvxrvNw
(it’s the one called “Plex.log”)
Edit: I have also uploaded a new log from the server which is from the same time as the Windows app one
Bug is still there in the update from today, but I’m leaning towards it being something with the server. What do you think?
Heeelloooo? 
@johanruda: sorry for the silence, we’re in the middle of a lot of work to get the Windows 10 Mobile release out the door.
I looked a bit in more depth to the logs, but unfortunately the server log ends too early compared to the client log, so I can’t see if the reason that the playback stopped had something to do with the server logic.
This is what I see in the server log:
Aug 18, 2016 04:45:04.278: Playback started
Aug 18, 2016 04:46:00.026: Playback stopped by the client (not sure of the reason, since the client log doesn't show data for this time)
Aug 18, 2016 04:46:17.269: Playback started
Aug 18, 2016 04:47:35.751: Playback stopped by the client (not sure of the reason, since the client log doesn't show data for this time)
Aug 18, 2016 04:50:17.500: Playback started (no further data is shown in the server log)
Aug 18, 2016 04:51:13:9330: Client starts buffering
Aug 18, 2016 04:51:17:8864: Buffer underflow message is displayed
Aug 18, 2016 04:51:44:6179: Play/pause button is clicked
Aug 18, 2016 04:51:46:4358: Status changes to Paused
Aug 18, 2016 04:51:46:6734: Application is suspended
As you can see, this does not allow taking any conclusions regarding why playback stopped. It would be great if you could get log files that contain the whole sequence both for the player and the server. That should allow us to determine what is going wrong.
No worries!
I’m in the process of moving right now so I will get back to you with logs as soon as I’m done. In a week or so!
