Alexa Starting Episode Without Sound using beta Apple TV Video Player

Plex Players Player Betas
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Server Version#: 1.14.0.5468
Player Version#: 1.36

I bought an Echo the other day and enabled the Plex skill to control the Plex app on my Apple TV. Noticed something odd today. I wanted to continue watching something that was in my “Continue Watching” section so I told Alexa to continue watching. It told me I have something already and do I want to pick up, I said yes. It starts playing but there is no audio stream in the playback properties and no sound on the TV show. I used the Apple TV remote and exited out then started the show again using the remote. This time I have sound and it recognizes the audio stream.

No idea why Alexa is starting the playback without sound. I can reproduce this every time but only with the show that’s in my “Continue Watching” section. I told Alexa to start a random movie and that worked fine.

UPDATE: Multiple shows are doing this. ONLY happens with the experimental media player in the latest TestFlight build. Playing manually works fine, but not via Alexa.

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I’ll ask the Apple TV team.

EDIT: The team has opened an internal issue to track this. Thanks for reporting!

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Please @KnightRdr23 give the latest build a try and see if it works now. Thank you!

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Latest beta is even worse. Alexa tries to play the episode but I get no video or audio now, just a blank screen. If I wait long enough I finally get an image on the screen but it looks like the whole thing is frozen up. I can’t even hit the menu key to exit the playback. I have to hit the screen button to exit and then my whole Apple TV is sluggish until I swipe up on Plex.

But then again, this new problem isn’t specific to Alexa. Manual playback is much worse too. I have sound but no video.

Had to turn off the experimental player. Totally non functional now.

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I’m seeing the same thing as the op’s initial post on the current beta as well. I get video, but no audio stream is present.

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I just posted this in the ATV beta forum as well. This seems to be a common issue and I’m guessing it’s an issue with the new beta player.

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Please try the last beta v1.36 (10914) and let me know. If it still happens, I need logs and the XML media info of the file, because I tried to reproduce the issue here and I couldn’t :cry:

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Will try later tonight when I get home and post further information if it’s still an issue. Thank you!

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Latest release is back to the original issue. TV shows started using Alexa have no audio track available. Playing the same show manually with the Apple remote works.

I noticed a movie does not have this problem, just TV shows.

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Sorry @KnightRdr23 but I need more info about this: media info XML files, app logs and server logs right after reproducing the bug should be enough (I hope) to understand what’s wrong.

All the info to gather those are in the announcement post of the new player.

Thank you!

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I sent you a private message with the info you requested.

Thanks

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Thanks!! They’re very useful, and the screenshot even more! :smiley:

I think I know where the problem lies around but not exactly where it is or coming from. In any case this helped to narrow it down.

Out of curiosity, do you have an iPhone/iPad where you can also test this? iPhone/iPad Plex apps should also allow commands from Alexa. Please give that a try, it might be easier for me to send you special iOS builds to tests as I progress with this problem :sweat_smile:

Thanks again!

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Just requested access to iOS beta. Previously only had tvOS beta. Please grant me access :slight_smile:

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Same issue with iOS beta app and experimental player.

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That’s perfect, thank you @KnightRdr23

I’ll probably contact you soon with a special build with some additional logs to understand what’s going wrong there :crossed_fingers:

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Ok @KnightRdr23 I just sent you a special build number 15879

Before you do anything, very important: make sure you’re not running any other Plex app in your iOS device before you open this build. Otherwise they will conflict between them and Alexa won’t be able to start playback in it at all.

Then just reproduce the issue, and one you have playback with no sound, stop playback and share the logs with me. Instructions for that last part: iOS Logs | Plex Support

Looking forward to your reply. Thanks in advance!! :smile:

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Ok I managed to reproduce the issue! I’m surprised it even works with the old player :neutral_face:

Not sure when I’ll have a fix for it but I’m hoping it’ll be soon :crossed_fingers:

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Fixed! It’ll be out with 5.9, not in the current beta, sorry and thanks a lot for the help!

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