You already have logs from me. Check the forum. And, Surround sound audio + Passthrough + Transcoder problem hasn’t been fixed. We keep hearing lots of excuses for why the problems aren’t fixed. Instead, you need to provide fixes. It seems like Plex can’t fix the bugs, and it’s making up excuses, instead of owning up to their mistakes. It literally seems like the Plex team is stalling.
This helped me out; Thank you. I spent hours trying to fix this situation. Everything worked fine a few weeks ago but yesterday I was able to play one movie and then nothing after that. I tried several of the fixes discussed on the forum but none except this one worked.
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True, and it’s crazy that they promote the New Player for Plex Pass users when it clearly isn’t ready for prime time! We pay them!
I am also concerned about the functionality of the new player on the Android platform, in my case Android TV. I have a post elsewhere in this forum about the New player not working on Shield with Live TV. Plex please prioritize this issue and resolve quickly.
It seems like Plex replys only to say we haven’t given them enough info, or to deflect blame. However, I’ve provided everything they asked for, and they still can’t resolve the errors. WTF is going on at Plex? They need to be transparent with us. This thread is over 200 posts long. It’s clear that Plex can’t or won’t fix this issue in a timely manor. Just wait until they decide to remove the Old Player. Plex will become unusable!
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Having this issue also and just paid for Plex Pass a couple months ago? Please address this - All I have in the house is Fire TV’s
You’ll notice that they seem to ignore the many complaints, but tend to comment when they find a post to excuse why they can’t help. It’s so frustrating. And I’m sick of being nice about this. They comment just to say they can’t help!!
All the stuff I have read on here - Disabling the New Player, h264 moved to disabled, everything I have tried - I still lock up about every 20 mins - this needs addressed ASAP been going on long enough, No more asking for Logs, you have plenty, fix it
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I’ve been having this issue for weeks now, exactly after the new player released on my Fire Stick and my Roku, Desktop and Android device never have issues. So I looked deeper into the logs and saw and Error due to the client not able to play the file because no direct play video profile is available. And there are error codes. Maybe this can be helpful in understanding what is going on with the new player?
Mar 28, 2020 22:34:18.441 [6420] DEBUG - HTTP 200 response from GET http://127.0.0.1:32400/library/metadata/80240?X-Plex-Token=xxxxxxxxxxxxxxxxxxxx&includeBandwidths=1&offset=-1&X-Plex-Incomplete-Segments=1&X-Plex-Session-Identifier=token%3Dn73zyxusrBoUbfegyj3_
Mar 28, 2020 22:34:18.442 [6420] WARN - Streaming Resource: Bandwidth exceeded: 15926 kbps > 3562 kbps
Mar 28, 2020 22:34:18.442 [6420] DEBUG - MDE: received PLEX_PROTOCOL_ANY from client, but could not determine best protocol. Defaulting to HTTP
Mar 28, 2020 22:34:18.442 [6420] DEBUG - MDE: analyzing media item 120411
Mar 28, 2020 22:34:18.442 [6420] DEBUG - MDE: E2 - Canvassing: Direct Playing due to no transcode profile
Mar 28, 2020 22:34:18.442 [6420] DEBUG - MDE: E2 - Canvassing: no direct play video profile exists for http/mkv/h264
Mar 28, 2020 22:34:18.442 [6420] DEBUG - MDE: E2 - Canvassing: no direct play video profile exists for http/mkv/h264/eac3
Mar 28, 2020 22:34:18.442 [6420] DEBUG - MDE: Parks and Recreation - S1 E2 - Canvassing: selected media 0 / 120411
Mar 28, 2020 22:34:18.442 [6420] ERROR - Streaming Resource: Cannot make a decision because either the file is unplayable or the client provided bad data
Mar 28, 2020 22:34:18.443 [6420] DEBUG - Streaming Resource: Reached Decision id=80240 codes=(General=2000,Neither direct play nor conversion is available. Direct Play=3000,App cannot direct play this item. No direct play video profile exists for protocol http, with container mkv, and video codec h264. Transcode=4005,Cannot convert this item. No conversion profile found for protocol http.) media=(id=120411 part=(id=126619 decision=none protocol=http streams=(Video=(id=253708 decision= width=1920 height=1080) Audio=(id=253710 decision= channels=6 rate=48000))))
Plex is gonna comment just to say they can’t help, and that you haven’t given them enough info. LOL!
Just want to say thanks to everyone in this thread. I had to disable the new player on my shield and use VLC as an external player on my Android phone (Pixel 4).
My annual Plex Pass is up for renewal soon. I have been paying it for years, even though I don’t use any of the premium features. The only reason I pay is to support the developers. I really hope they fix this very soon, because its gone on for way too long. Please don’t make me cancel my subscription.
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Disabling the new player didnt work for me, and im unable to provide client logs from my Philips 65oled903 android tv, but this is very frustrating, i have a movie where i can trigger this 100% of the time, will provide server logs asap.
but i also have movies where i can just keep pressing play, this error comes, press play again , error, and do this like … 10 times, then suddently… it plays
Plex… I don’t know what your development team is doing right now??? I have been watching this thread for several weeks. I have waited out some bugs in the past, but breaking basic functionality of both server and app is ridiculous. Do you have a Firestick or any other Android device to test your software on before going live??? There is no way the most recent Android app versions were thoroughly tested prior to sending it out. Free software is one thing, but I have been a longtime paying customer… try to strive for better quality control! Sorry for the rant, but what you are doing is NOT OK!
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Don’t be sorry. They’re doing themselves a major disservice. They deserve the angry comments.
Even when we find and identify, and fix the issues, it still needs to get into a release build too. It won’t be instant, and sometimes we need more information, or can’t reproduce ourselves. Can you provide some more recent logs, with the time you saw the issue, please?
If you’re seeing the same issue on both old and new player, can you please post some client and server logs, please?
@tmar89 Can you provide the full logs, please?
@Terpz Why can’t you provide the client logs? https://support.plex.tv/articles/201573117-android-android-tv-fire-tv-logs/
@tmar89 Can you provide the full logs, please?
Sure, only seeing this issues on the new player
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I’ll need an email address to send to please. PM me
You can just PM them to me here. No need to email 
