An error occurred while attempting to play this video. Please check your connection and try again (Philips / Android TV)

[blackpaw]

Server Version#: 1.21.4.4079 (Windows)
Server Version#: 1.21.4.4079 (Linux)
Player Version#: 8.13.2.23227 (d17acce8)

Hi, Plex forums

I am encountering a weird error since a few weeks for a few file types
It seems to be related to H.265 files in mkv containers (see mediainfo.txt for file details)

It happens on Android TV on either Windows and Linux server, no difference, same error.

On the PS4 client I can play back without problems (tested local) from both servers

Also on AppleTV I can play back fine (tested remotely) from both servers

could this be the end of the TV client / H.265 just being too CPU intensive? but then… why does transcoding not work? something is weird here…

log files do not show any (obvious) errors. (Attached)

I disabled passthrough and force-closed / cleared the cache of the app (as read in other posts) but this did not change anything.

thanks for any insight, if I can provide any logs / checks please let me know. For the moment I playback HEVC via PS4

thanks

Andreas

mediainfo.txt (21.9 KB) server_linux.txt (123.9 KB) server_windows.txt (59.6 KB)

[zwigoose]

Hate to be “that guy” but I’m having this issue too. I’m using the new chromecast devices with “Google TV” built in. I fall asleep to a playlist of tv shows running (like 7 days of content) and I will always wake up to this error or the standard chromecast screensaver pictures, plex no longer running. Since it’s a playlist (not played directly from the show library itself) it should just play forever instead of stopping after a handful of episodes.

What I can add as an additional oddity is that when I wake up and the error is on the screen, if I hit OK, shortly after, the entire chromecast device just freezes, crashes, and reboots itself. Clearing app cache doesn’t do anything - I’ve tried clearing it each night before starting up the playlist as I get into bed but it will still happen.

Interestingly enough, it wasn’t always like this. This is maybe a ~1month old issue.

[fto_nuno7_hotmail_com]

This has also started happening to me also. We can’t be the only ones

[The_donald1]

Having the same issue… It started about a week ago

[wadeashover]

I have to also. Strangely I can cast from plex app on my phone to the same Chromecast but the native plex app won’t play any files.

[denis_jacquemin]

Try update your plex server to the latest version

[plexshielddjohan_outlook_com]

Any update? Having the same issue, official Android app displays this error, activating external player I am able to play my files through VLC

[ChuckPa]

Folks,

I see you’re having issues:

1. Please verify server DEBUG logging enabled, VERBOSE disabled, SAVE.
2. Please also see this article for specifics about your player
   Log Files | Plex Support

I request:

1. Recreate the problem
2. Let it quiesce for 20 seconds after
3. Capture the player logs while the app is open
4. Download the server logs.
5. Attach both here please.

[Jbcn80]

Same issue since last 5 days. Some help or solution? I’ve also tried everything, reinstalled server, etc…I can’t play any movie in Plex for Android neither in Plex for Smart Tv Fire Stick.

Plex works fine in WEB - windows desktop program. So problem is basiclly on Smart Tv, Fire Stick and Android App

[CaptainMamba]

Same thing is happening to me. I have an Nvidia shield with an external hard drive bay attached. I’m getting the same error message when I attempt to play a movie through the client. This is what the log showed me

[blackpaw]

Greetings, ChuckPa

attached please find the player (network) logs from AndroidTV/Philips

The full server log dump contains… it’s too big to attach - I’ll send you a DM with a download link from my nextcloud, that ok for you?
EDIT: seems you received too many DMs Can you provide an upload link, maybe?

thank you
kind regards

Andreas

plex_player_logs_philips_TV_anonymized.txt (1.6 MB)

[ChuckPa]

DM sent

[wadeashover]

Server update to latest version fixed my issues. Working fine now. Thanks

[Jbcn80]

Some lights on this error? An error occurred while attempting to play this video. Please check your connection and try again (Philips / Android TV)

[mdart]

Same issue here only on chrome cast I’m using synology nas to host Plex and see any updates for server

[blackpaw]

UPDATE/SOLUTION: I stopped using the built-in plex player and bought an Amazon Fire TV 4K stick. It plays everything back without a problem. Rarely ever needs transcoding.

Now saving for a Shield.

[calamityjames]

Sorry but the above post shouldn’t count as a solution, I’ve got the same issue with a Chromecast with Google TV.

Sure it works fine if I cast from my phone to the device but the whole reason I spent extra money on a Chromecast with a remote was to not need to cast stuff from my phone, and it’s been working fine for a long time before this.

I’m assuming this issue lies with the version of the Plex app for TV devices, and I’m happy to provide logs to anyone who needs them at Plex!

[blackpaw]

well it works for me
but I agree, this is probably related to the Android/built in player
but Samsung/Tizen really provides better support for built-in apps and their smart devices in general. Philips (or Signify as they are called now) really don’t seem to care as much. Also the power of the built-in android box is really limited. I wonder if this ever will improve.

As for Chromecast… that should work really well. But you probably should open a new thread for that.

good luck!

Andreas