Server Version#: 1.20.4.3517
Player Version#: 8.9.2.21619 (613cb8fd)
An error occurred while attempting to play this video. Please check your connection and try again.
Only happens on user accounts playing certain videos however on the same device the admin main account plays it fine.
Please provide the log from the Android app after recreating the error. Android, Android TV, Fire TV Logs | Plex Support
Ok. So your file has EAC3 audio and pass through is turned off. Android cannot decode EAC3 audio so it needs PMS to transcode it. It requests the transcoded file from PMS, but it never gets back anything. Seems like something on the server.
Can you get me your PMS logs if they still have the info for the same time period, else I’ll need you to recreate and get me new logs.
I’m seeing the same issue with EAC3 audio on files.User get error tying to play this video, please check your connection and try again. Logs attached. (File removed)
For reference, user is using the new google tv and pass through was disabled. Turning on pass through fixed the issue but it fell back to transcoding the audio after 1 min and the error occurred.
Right, EAC3 cannot be used without passthrough. I’ll need to check with the team to see if we need to disable the app from trying to actually decode EAC3.
Edit - I need the log from the app, not PMS. Android, Android TV, Fire TV Logs | Plex Support
The entire zip package would be best, but if you just want to share 1, I need the “Plex Media Server.log” file right after the client tries playing the file.
Ok, from your logs it appears that the user has chosen to burn in subtitles. You have hardware encoding enabled on your server. Hardware encoding isn’t used for the subtitle part, so it becomes a combination of hardware for the video and software for the subtitles. This is failing on your server. I would suggest turning off the hardware encoding and see if that helps.
any other options? I am getting this as well. will provide logs when able.
I have been getting this same error for a long time.
I don’t know if it is the server or the Fire TV cube.
Any help would be greatly appreciated.
I am also getting this issue it does not appear to have anything to do with subtitles.Plex Media Server Logs_2021-01-11_18-19-09.zip (6.3 MB)
please can someone help? from what i see in the logs it looks like its dropping the connection. This seems to only be android devices iOS and everything else is fine, I can even use Kodi on android.
You need to provide the log from the Android client. Android, Android TV, Fire TV Logs | Plex Support
Also, for server logs, turn off verbose logging. Only turn that on if specifically asked to by someone.
I’ve been getting the same error since the Plex update issued just prior to Christmas - I use an Nvidia Shield.
Until this issue is fixed is it possible to reinstall the pre-Christmas version of Plex Media Server for Window?
btw when I encounter this error most of the time I can cast the video to my Shield from my iPad. It sputters a bit (stop start, stop start) but most of the time it eventually plays.
Thanks
Here is the client log with the errors… FireTV Log 2021-01-11.txt (1.1 MB)
Were you playing LiveTV? That’s the playback I see at the end of your log.
It shows the app tried to playback the LiveTV stream but failed. The app was unable to determine the bitrates for the stream so it couldn’t configure the playback properly. It then asked PMS to transcode the stream, but that also failed. I will need your PMS logs for this. Please turn off the verbose logging, leave debug on, recreate the issue and provide me both logs so I can match them up.
This error happens while watching live TV or when watching recorded TV shows.
This exception is while watching Live TV.
Plex Media Server Logs_2021-01-12_23-34-45.zip (5.1 MB) FireTV Log 2021-01-12.txt (1.2 MB)
Thanks for your help!
Jan 12, 2021 23:31:57.727 [6360] ERROR - [Transcode] MDE: No part decision to choose from
Jan 12, 2021 23:31:57.727 [6360] ERROR - [Transcode] Streaming Resource: Cannot make a decision because either the file is unplayable or the client provided bad data
Jan 12, 2021 23:31:57.727 [6360] WARN - [Transcode] Failed to obtain a streaming resource for transcode of key /tv.plex.providers.epg.cloud:5/metadata/plex%3A%2F%2Fepisode%2F5fecd91339d122002d7c10e8
PMS could not read the input stream to figure out what to transcode to.
What would typically cause this and how can I fix it?
Possibly the source is bad. Check the HDHomeRun app when you see this and check if that has trouble tuning to that channel too.
Thanks, will check next time I get the error while watching live tv.
But what about when watching recorded tv? The show length would indicate that the entire show was recorded but yet I would still get the error?
Just because the file has a duration does not mean the video is good for the entire time.
