By playing a movie (regular player, not experimental) with added subtitles from opensubtitles.org the Plex App for Apple TV crashes almost every time.
After the movie ends, the cursor at the ends spins for about a second or so. Then it switches to the movie thumbnail with the yellow “play from beginning” icon in the middle for about a second. Then the app crashes and tvOS returns to the home screen.
The App remains opened in the background and usually after closing the previous profile and entering the PIN it keeps the “played” position.
Not a tragedy but it’s quite a bit annoying!
Edit: I’ve tried already to uninstall and re-install the ATV app. I’ve also removed the device from “allowed devices” and re-linked it via plex.tv/link but no luck!
Server Version#: 1.19.1.2701 on a DS218+ with DSM DSM 6.2.2-24922 Update 4
Player Version#: 2.16 on ATV 4K with tvOS 13.4 (17L256)
Update April 28: the crash also happens with App version 2.17
Hey, thank you for helping me!
I’ ve tried to reproduce the crash by playing movies to the end but unfortunately I couldn’t bring the app on there knees!
Anyway I’ve attached the logs, maybe you can see if something weird is going on with my A-TV.
I’m now on DSM DSM 6.2.3-25426
Plex 1.19.3.2852
Plex App on A-TV 7.0
tvOS: 13.4.5
It happened every once in a awhile but with the last updates it seems to happens less often.
Unfortunately it is hard to reproduce.
BTW: Can I keep logging in Apple TV alway on (non-verbose) and grab the logs of the last 20 minutes after the app would crash or does this turn automatically off after a while?
Thank you! What is turned off is just the port 32500 that you use to download the logs. But you can just wait until it crashes, then reopen the app, turn logging on, grab the logs and turn it off again.
Oh and I’d prefer if you sent me the logging.zip file you download so I can see all the files at once more easily Feel free to DM me the zip when you can reproduce it if you don’t want to share the logs here
After watching the movie “Trance (2013)” the app just crashed. So I’ve grabbed the A-TV logs and attached them.
I’ve activated these german SRT Opensubtitles on the menu (not external SRT subtitles stored on the NAS).
The symptoms where pretty the same as in post #1. After the movie finished, it showed the yellow “play again” button and crashed after about 3 seconds or so and returned to the apple tv home screen (Plex was running in the background so I could reopen it after double tap the upper right “tv” button on the A-TV remote control and swipe to the Plex app).
I also added the xml file just in case. 851.xml.zip (14.4 KB)
I hope these information are useful.
Oh, and sorry about the file chaos in my first post. I thought I was submitting a zip file instead of the non compressed folder.
I see how playback finishes correctly and it tries to get to the post-play screen. You say you see the post-play screen for about a second and then it crashes, which is interesting…
I don’t see any crash report coming from you to our crash report platform, do you have “Send Crash Reports” option enabled in the app Privacy settings?
If you do, then it means that type of crash is not sent, but only stored in your device. You can find them in the tvOS settings -> General -> Privacy -> Analytics Data
There you will find some Plex files with a date. You only need to find the ones that match the dates/times of the crashes, export them and share them with me.
Thanks for those! I’m currently looking into that crash but I can’t reproduce it and I have no idea why it happens.
If you’re interested, I can share a special build of the app with you that just logs some useful stuff to debug this problem. You would only need to install that build I send you, reproduce the crash again, and send me the logs (but not the PlexBlahBlah.ips files from tvOS settings, those aren’t needed anymore).
If you want to do this, just send me your email address via DM and I’ll send the build to you
Nope, I think you’re missing this part Once it happens I need you to share the (non-verbose) logs with me, that’s where I’ll see the new info I need to debug this nightmare problem
OK, I get it. That would be too easy. I admit I’m a lazy bone!
I hope I’ve chosen the right logs and haven’t downloaded a file twice. The list of app analyses data is pretty long already.
Yes, that’s perfect, thank you!! However I don’t see the info I was looking for. Which means my assumptions were wrong about this crash. I will take a look and see what else could be, and I will probably have a special build for you if you’re still willing to give it a try
Small update for good:
Over the last two weeks I’ve played a lot of movies and I wasn’t able to crash the app again! I’ve tried it with tv shows, movies or personal movies, also with playlists and enabled PreRolls and it ran like a champ without any problems. Even the beta Plex App for A-TV worked flawlessly.
I’ve added some logs of the A-TV (just in case) but I would say: problem solved. Thanks again!
Feel free to DM me the zip when you can reproduce it if you don’t want to share the logs here 
part 
Once it happens I need you to share the (non-verbose) logs with me, that’s where I’ll see the new info I need to debug this 
Thanks again!
You sent me the ips files, I need the “logging.zip” you get when you follow these instructions: 
I’ve tried it with tv shows, movies or personal movies, also with playlists and enabled PreRolls and it ran like a champ without any problems. Even the beta Plex App for A-TV worked flawlessly.
Thanks again! 