Server Version#: 1.23.0.4497 (I upgrade as soon as a new one is available)
Player Version#: latest (upgraded after first error occured, saturday evening)
Hello !
Since this saturday evening, I’ve got a problem : some Movies that previously play perfectly on my Android TV box (Freebox Pop) now can’t be played and display “an error occured while trying to play this video. Please check connectivity and retry.” (litteral translation from French). The error just display after few seconds of loading, right after I select the “play” action on the movie interface.
Previously (until saturday evening, was OK in saturday afternoon) all was OK.
Any idea what goes wrong here, please ?
Regards,
Settings → Transcode → Disabled Transcoding.
If that option is checked, Uncheck it.
Hello @CostaHT,
Thanks for your answer.
I have no option like this, but I try to find one which mean the same things. You’re talking about player settings, right ?
But there’s sometings that disapoint me about it :
- my TV and my box can read the original format of the concerned video;
- it works previously and I didn’t change anything on the settings;
I let you know if I find some settings abut transcoding.
Not a player setting. Once you click on Settings, scroll down the menu on the left.
OK thanks @CostaHT !
Already unchecked, sadly :’(.
Then enabled logs on your player and also debug (not Verbose) on your server. Play something to get the error and then share the logs with us
Hello !
Here we go !
Find the logs attached.
Plex Media Server Logs_2021-05-18_07-37-11.zip (2,9 Mo)
EDIT : for complete log including the player’s one, see here
Any news about this, please ? Anyone ?
You need to enable debug log from the player to the server - in the settings on the player app…
Hello ! Thanks for your anwer.
Already done… but if you ask me for it, I guess it means it doesn’t work, right :s ?
Have your network changed?
May 16, 2021 20:24:58.430 [0x7fa6626ffb38] ERROR - getaddrinfo(192-168-1-2.abcdefghijklmnopqrstuvwxyz012345.plex.direct) failed: -2
Can’t see any info from the client in the logs, just:
May 16, 2021 19:27:54.010 [0x7fa6636b2b38] DEBUG - Failed to stream media, client probably disconnected after 819200 bytes: 104 - Connection reset by peer
and:
May 16, 2021 19:28:01.446 [0x7fa66368fb38] DEBUG - CERT: incomplete TLS handshake: Connection reset by peer
I think not : my NAS (Synology DS1019+) is on 192.168.1.2 and my player (Freebox Pop) on 192.168.1.3.
I’ve just checked it and this is my network config since months.
I can see that there’s is something going on about TLS in the latest updates… Plex Media Server - #427 by gbooker02
You are on the beta channel as far as I can see - maybe go to production channel and try if that works - or you cold try forcing unsecure network…
I’ll try this as soon as I’ll be home, thanks !
But, is it normal that some movies are OK and some others are not if it is connexion related ?
No, not if it is the same movies that failes. That sounds more codec / transcoder related…
OK, thansk for all those informations.
I let you know what’s going on about it after few more tests.
Just to notice : right before exporting the debug logs, I’ve tried to play a movie that fail, did you see it in logs, please ? Keyword to find it : “gladiator”.
I see it…
May 18, 2021 07:35:43.523 [0x7f8937ea9b38] DEBUG - [Transcode] MDE: Gladiator (2000): Direct Play is disabled
May 18, 2021 07:35:43.523 [0x7f8937ea9b38] DEBUG - [Transcode] MDE: Gladiator (2000): media must be transcoded in order to use the hls protocol
May 18, 2021 07:35:43.523 [0x7f8937ea9b38] DEBUG - [Transcode] MDE: Gladiator (2000): no direct play video profile exists for http/mkv/hevc
May 18, 2021 07:35:43.523 [0x7f8937ea9b38] DEBUG - [Transcode] MDE: Gladiator (2000): no direct play video profile exists for http/mkv/hevc/dca
May 18, 2021 07:35:43.523 [0x7f8937ea9b38] DEBUG - [Transcode] MDE: Gladiator (2000): no direct play video profile exists for http/mkv/hevc/dca
May 18, 2021 07:35:43.523 [0x7f8937ea9b38] DEBUG - [Transcode] MDE: Gladiator (2000): selected media 0 / 590596
It won’t direct play because it contains DTS. but it start to transcode as it should but then:
May 18, 2021 07:35:45.165 [0x7f89393f0b38] DEBUG - Failed to stream media, client probably disconnected after 1507328 bytes: 104 - Connection reset by peer
I don’t think I will be able to help you further - I’m just a Noob user and I can’t really see where to find the reason for the disconnnecting client if client logs is enabled 
NP, anyway you already help and I’ll test to enable unsecure network to see if it change anything :).
Thanks !
Lets hope that some others could help fixing it.
EDIT : I think I didn’t do the needed about the player logs. I find this article “Android, Android TV, Fire TV, Portal Logs | Plex Support”, I’ll try to follow it and we will see if it give more elements.
Hello !
If I get it right, you can’t play videos anymore, that’s true ?
On my side there are videos I still can play without problem, and others that I can’t play anymore (while I could few days ago). For me the problem started on saturday afternoon (CEST).
