Apple TV - Video freezes but Audio still plays (logs included)

General Discussions
1

I’ve seen this issue littered around but havent seen anything substantial in terms of a fix.

Yesterday was watching a movie (Finding Dory), and at particular intervals (and for some reason high movement scenes) the video froze, but the audio kept going.

I had to pause the movie, give it a couple of seconds then press play again. Sometimes I would rewind 10 seconds, and then it would freeze in the exact same spot. It felt as it the freeze would happen every 5-10 mins.

Has anyone else seen this? I have attached logs - I have no idea how to interpret them so Im hoping some ninja person here could :slight_smile:

Apple TV (64GB) is connected via gigabit Ethernet - PMS is running off Mac Mini also connected via Gigabit Ethernet.

Thanks!!!

Mods I have posted this in the ATV forum, please delete that as I meant for it to be here in the Plex Pass forum as I assume this forum has better support?

2

Here are logs of it happening again for December 17th at these time marks it happen: (can confirm its DIRECT PLAY)

5:24pm
5:49pm-5:50pm roughly
5:58pm @ movie mark 47m:38s

Attached are logs, screenshot of media info for the file and also specs of the server. Late 2012 Mac Mini.

yiuzak4u8550.png748×466 105 KB

3

Have also tried our second ATV (also ethernet connected), with a different movie and the same thing happen (albeit only once in the film)

4

Bump devs / support anyone ?

Happening every time. Latest version of the app on ATV. And latest Plex Pass server version on Mac Mini server.

5

@katz Hi! and sorry for the late reply.

After some investigation it turns out it might be a problem on Apple’s side, but it’s hard to tell for sure. We are still investigating the issue. For now, until we find a workaround or Apple fixes their problem, if you ever encounter something similar, try to change the playback quality to something like 720p. Let us know if you have any more problems.

As a side note, I just want to assure you that we do pay close attention to our forums and we use feedback like yours to identify issues. We are very thankful for every piece of feedback that we get from you guys!
Keep in mind that we might not tackle issues right away, because of the way we prioritise them.

6

Soon one year later and this just happened to me.

-tvOS 11.2.5
-Plex app version 1.23 (8012)
-Plex Server 1.11.14760 running on macOS 10.13.3.

Playback was ”Direct Play ”. If I remember correctly I read somewhere here on the forum that disabling Direct Play in the server settings fixes this problem (not that it happens very often for me). But still kind of sad that the issue is lingering around. Apple’s fault you say? :smile:

Update:
Some good news related to this in the update log for Plex Server 1.11.3.4793. Let’s hope the problem is gone.