An error occurred while attempting to play this video check the connection and try again

Plex Players Streaming Devices
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Anyone try this? First of all, let me say I don’t have a MyCloud Home device and I run my PMS off a Nvidia Shield Pro 2019 with media on a USB attached MyBook. When I manually updated the PMS app (not the Plex player app) on Shield through the Google Play store it resolved this issue.
I don’t know why PMS app doesn’t automatically update like all the other apps I have on Shield, including the PLEX player, are configured to do.

But I am so annoyed at the lack of support provided by Plex for this issue I dug into some of the WD blogs to find a resolution for all the MyCloud Home people. Please let me know if the following post from the 2018 WD Community titled “Updating Plex Media Server” is of any help:

QUESTION:

  • New user here, thanks in advance for your patience and advice.

I followed the install instructions on my EX4100 and activated the version of Plex already on the NAS, instead of downloading from plex.tv .

My Plex player is now telling me that I should update my Media Server to v1.14.1.5488 and I’ve downloaded a .bin file to a PC on my network.

Am I OK to update PMS using this .bin file? If so, how do I do it - is it just a question of using “install an app manually” from the app page?*

RESPONSE:

The procedure to do this has been given many times in the forums. Just a few days ago a WD support person wrote:

You can follow the steps given below to update the plex manually on your My Cloud EX2 device.

Open your My Cloud User Interface.
Navigate to the Apps Page.
Select “Add a new App” (the small box with a “+” on the lower left.)
Select “Manually add a new App.”
Navigate to where you downloaded the update file (.bin).*
*Select the .bin update.
Follow instructions from there.

END OF POST

To me it looks you download the PMS update from the Plex website and use the instructions to manually update the app with the .bin file.

Finally, as Plex is expanding its services it is about time they allocate resources for a formal customer service department with phone support. If you agree, please let them know as I already did. The CEO is Keith Vallory and one of their biggest advertisers is Lon Seidman (lon.tv on Youtube) so let them know about these issues too.

Barry - PLEX Lifetime Subscriber

@TalalZiad @Laney6112 @iviso @nathan_ramey00_yahoo_com @oleroc

182

It’s impossible and not possible on the WD home edition… the apps aren’t aggiornable or add!!!

1 Like
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Sorry to hear that. Please advocate for a more formal customer service department at Plex to help resolve these and other issues in a more timely fashion. See my last paragraph.

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Hi.
Thanks for the post. As others mentioned earlier. WD does not allow you to update your PMS, or to add new one. :frowning:

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I did just restore service to my FireTV 4K stick - by restarting PMS.
I probably won’t disable security measures.

The FireTV App is trashed with Blurred/Changing/Loading/Popping in backgrounds - and is basically unusable, so Herculean measures to get it back in service aren’t really necessary, but it does, at least work… for now.

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FIX for nVidia Users

For anyone having this issue on Android devices with PMS running on an nVidia Shield -
I fixed this issue by manually updating PMS!

In the Google Play Store on your Shield search for ‘Plex’ and scroll down to Related Results (since Plex Media Server doesn’t seem to find it for some reason). There should be an option to update. I did not have to change secure connections (currently set to Never) nor did that have any effect.

I went from version 1.20.1.3252 to version 1.23.3.4707. Hope this helps

2 Likes
187

Thank you, it appears that the 1.23.3 has resolved my issue as well.

:metal:

1 Like
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Thanks for your efforts Barry. As RIC67 said, the WD Home is a different beast with a very minimal user interface. As I understand it we are at WD’s mercy to push updates to the WD app, and they simply aren’t - they say it is a plex issue, which I don’t understand. Why would you sell a device with 3rd party software, and then refuse to provide updates? The updates are available, they are just not giving them to us.

For WD Home users - in the app there is a ‘feedback’ link on the left hand side menu where you can quickly submit a comment, and it also has a link to their support contact form, which is a bit more effort, but if we all try…?

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glad to hear it brotha!

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Thanks for this! I was updating Plex on the Shield but still not working but didn’t realise the PMS is a separate update to be found in “Related Results”. It has fixed my problem on the Shield and Fire TV.

1 Like
191

I had the same problem with PMS installed on WD My Cloud Home. When I disabled the Secure connections it started working again.

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I updated my windows Plex server to the latest version, and it fixed the problem.

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Had jump to the web interface to download and manually install PMS onto the QNAP. Note sure why 1.23.3 doesn’t show up in the QNAP appcenter. Thanks!

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I updated my PMS manually to 1.23.3 and this seemed to fix the issue with our Sony Bravia Tv Plex client and OP error message.

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How did you upgrade, because when i try to upgrade Plex on QNAP NAS it breaks down.
Any PMS version above 1.21.1 breaks during install

None of my PLEX-Player apps (Samsung S8 Phone, Samsung A7 Tablet, Android Media player) work anymore. Using the chrome webbrowser, it works fine…

but any Plex-player app reports: An error occurred while attempting to play this video check the connection and try again

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That sounds like a bigger issue. Are you sure you are installing the correct package?

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Download the qpkg from the plex website: Media Server Downloads | Plex Media Server for Windows, Mac, Linux, FreeBSD and More. Make sure to download the correct qpkg depending on your QNAP processor/model. And then install the qpkg manually.

1 Like
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My reply from WD support:

Please be informed that the Plex tool is a 3rd party software and Western Digital Technical Support does not provide installation, configuration, or troubleshooting for 3rd Party software.

Please be informed that if you are having problems with Plex or Media Streaming we request you to post your issue to the Plex Community Forums.

Please refer to the link below:

Title: Plex Community Forums
Link: https://forums.plex.tv/categories/western-digital [OP edit - this link does not work - " That page doesn’t exist or is private"]

Please be informed that the Plex version included with My Cloud Home is the version that is tested to work with the device. We have notified the proper groups of your concern regarding the version of Plex available on My Cloud Home.

Any resolution or fix would be delivered in the form of a future device, mobile app, software, or firmware update.

Unfortunately, we cannot provide a schedule as to when a release will occur or if a resolution or fix, will or will not be included in a specific release version.

We appreciate your patience and understanding and apologize for any inconvenience this issue has caused.

If you experience any issues further or require any type of assistance, please feel free to reply to this email.

Thank you for choosing Western Digital Support. Have a nice day.

:roll_eyes:

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Yup, so we are still stuck with a 1 year old WD device which was bought solely for using with Plex which is pretty much bricked.

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I only bought mine a month ago - Officeworks still sell them. A $375 brick!