App on iphone does not play downloaded files

Plex Players Mobile Devices
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1

Server Version#: 1.27.1.5916-6b0e31a64
Player Version#: 8.4 on iphone X ios 15.5

download of files works - but the app on the iphone does not play them. not at all. the loading circle is spinning forever and nothing happens.

anyone has the same issue or ideoa what to do.

best
m

2

Anything specific about the files you downloaded?
Have you configured download to use the original files or set it to transcode them to a certain quality?

I’ve been on a train for hours over the weekend and had no issues watching downloaded episodes on my phone.

3

Hoi - as example
file1: 1.5gb mkv
file2: 250mb mkv

settings: video and audio quality - original -
download format: maximum capability.

its downlaoding fine - at least it shows the donwloade episode - it just want stat.

4

I’ve had similar issues using the download feature on my phone as well as Tablet. Both android based. What I’ve found is that the device has to be connected to the internet to start playing and once it starts playing then it’s OK. That has been my experience. There are other times that I have issues and had to restart the plex app or restart my device but there are issues with playing downloaded content. I don’t use the feature that much so I haven’t spent time posting about it.

5

well - its also not working despite being online - that said - thats a weird think - i downlaoded it to my mobile - it should work without being connected to my server.

tahnks to.

6

I am looking into downloads issues. There have been a number of bug fixes. For any remaining issues when running on the current versions of the Plex app and Plex Media Server, please provide screenshots and logs. If the problem relates to offline playback of downloaded media, the app logs plus screenshots of any errors would be sufficient for me to start an investigation

For mobile app logs - they are available through Settings / Help & Support / Debugging / Share Debugging Data

For debug Server logs see the linked article
Make sure you have not disabled debug logging if providing logs covering failure to download

Thanks

7

if you guide me where to look on an iphone - ios 15.5 - for logs etc. i will provide them

  • screenshots etc. not sure if they help - as there are non. its just loading and loading without any progress… (so the orange circle spins and spins.)
8

For Plex for iOS logs, after you go online, within the Plex for iOS app, go to settings / help & support / debugging / share debugging data / and email the logs zip to yourself and then attach here together with details of the issue, what the sequence of steps was and what time was

Does this happen with all downloads ?

May also need to get debug server logs covering the time of doing the actual download - again would need to know when it was and what media file it was.

Support articles relating to diagnostics
https://support.plex.tv/articles/201636593-ios-logs/
https://support.plex.tv/articles/200250417-plex-media-server-log-files/
and to ensure debug logging enabled on the server
https://support.plex.tv/articles/201643703-reporting-issues-with-plex-media-server/

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