I continue to see channels crashing on the Apple TV Live TV feature. I witnessed it again this morning and enabled my network logging. The crash was logged at 6:43am BST and my username is pdplexvideo. It seems that BBC channels are fine and after another comment by a user saying that they thought it seem to be an issue with streams of 720p or lower I would tend to agree as the BBC channels seem to be coming through at a lot higher quality.
Looks like the same issue:
Yes, but after tweeting Plex to try and get a response I was asked to log the fault under DVR and Live TV.
and…? What is the result?
I am waiting in anticipation… but not holding my breath.
@pdplexvideo said:
I continue to see channels crashing on the Apple TV Live TV feature. I witnessed it again this morning and enabled my network logging. The crash was logged at 6:43am BST and my username is pdplexvideo. It seems that BBC channels are fine and after another comment by a user saying that they thought it seem to be an issue with streams of 720p or lower I would tend to agree as the BBC channels seem to be coming through at a lot higher quality.
I am sorry to ask you to repeat this. Could I have both the server logs and the network logging for the Apple TV
First ensure the server has debug logging enabled
See https://support.plex.tv/hc/en-us/articles/201643703-Reporting-issues-with-Plex-Media-Server
and restart the server to get fresh logs created
and then enable network logging on the Apple TV
reproduce the problem
and capture the Plex Media Server logs
See https://support.plex.tv/hc/en-us/articles/200250417-Plex-Media-Server-Log-Files
and attach the zipped logs here together with time of failure and what the failure symptoms were
I can adjust here also that in Germany, if desired.
The more information Plex can get the better I would guess. I will upload my logs later today.
@pdplexvideo said:
The more information Plex can get the better I would guess. I will upload my logs later today.
Thank you. The server and client app logs need to correspond and remember the network logging is only for 20 minutes once enabled and every restart it gets reset and disabled
I have just ran the test as you requested. 19:04 BST User account is pdplexvideo. Here are my server logs also.
Edited to remove logs zip
@pdplexvideo said:
I have just ran the test as you requested. 19:04 BST User account is pdplexvideo. Here are my server logs also.
I am sorry but i do need corresponding logs.
06:54 am is the last Apple TV network logging i can see for your account
Remember Network Logging is not permanent - it is only for a short period after you enable it
Each test you need to enable it again
http://forums.plex.tv/discussion/comment/1498692/#Comment_1498692
I need to match what the Apple TV is complaining about to what the server shows in its logs
And please disable token logging on the server - settings / server / general / show advanced
Steps to follow
- Disable token logging. Leaving debug logging and verbose logging enabled
- restart the server to get fresh logs created
- enable network logging on the Apple TV
- reproduce the problem
- note down the time and what the symptom is - what error etc
- capture the Plex Media Server logs
and attach the zipped logs here together with time of failure and what the failure symptoms were
Re-run as requested between 23:14 and 23:16 BST. I tried two channels that crashed. The first one I tried to reopen and got a transcode error.
@pdplexvideo said:
Re-run as requested between 23:14 and 23:16 BST. I tried two channels that crashed. The first one I tried to reopen and got a transcode error.
Thanks for the corresponding logs. There was an AVPlayer error.
Could you please try the same with an iOS device (iPhone / iPad) and tell me if you get the same issue. Suspect is is specific to tvos 10 which is an area that is being looked into
I can confirm that this issue is only with TVOS. IOS works well.
Identical situation with mine as well. Lots of crashes on tvos 10 with Live TV (sometimes within 10seconds of starting to watch a Live channel other times a couple of minutes later).
iOS clients play Live TV fine.
@pdplexvideo said:
I can confirm that this issue is only with TVOS. IOS works well.
@jayz78 said:
Identical situation with mine as well. Lots of crashes on tvos 10 with Live TV (sometimes within 10seconds of starting to watch a Live channel other times a couple of minutes later).iOS clients play Live TV fine.
Thank you for checking this. I will discuss with the development team on Monday
@pdplexvideo said:
I can confirm that this issue is only with TVOS. IOS works well.
@jayz78 said:
Identical situation with mine as well. Lots of crashes on tvos 10 with Live TV (sometimes within 10seconds of starting to watch a Live channel other times a couple of minutes later).iOS clients play Live TV fine.
I have discussed the AVPlayer errors with the development team and with your feedback that iOS is ok, it is now believed that the issue is the bug that Apple has fixed in tvOS 11. So if you have access to the beta you could try it. The current version of Plex for Apple TV whilst not officially supporting tvOS 11, should work - there may be niggles with some UI / sleep which still need to be addressed
So I assume by your statement that there are no plans to fix this issue for tvOS 10? I don’t have access to the beta. So this feature is useless to a lot of plex users until tvOS 11 is released and even then it’s not guaranteed to be fixed. It is only believed to be fixed in this version. Do you not have someone who can test this?
Seems a bit poor that Plex is pushing this new feature that people can’t get working and who are spending additional money to get this feature and we have to wait for an unknown amount of time for an update that may or may not fix the issue.
Hi @pdplexvideo!
Sorry you’re experiencing these issues with Live TV. Our internal tests showed very few cases where we could reliably reproduce the playback issue, and we spent quite a bit of time investigating it to see what could be done about it.
This particular issue seems to affect only tvOS 10, as it cannot be reproduced on iOS or tvOS 11. There’s not much we can do since Apple’s code is obviously not accessible to us.
If you want, you can upgrade your Apple TV to tvOS 11 at https://beta.apple.com/. It’s free to sign up, no developer account required, and you’ll get access to Apple’s public betas for iOS, tvOS and macOS.
Once again, sorry this is happening to you! We love Plex and use it ourselves every day. We feel your pain and want everyone to have the best possible experience!
– Hugo
I have updated my ATV to TVOS 11 and it certainly seems to have resolved this issue, from the testing I have done so far.
Thanks
