AppleTV4: "Error writing media: 10054 - An existing connection was forcibly closed by the remote"

General Discussions
1

Hi,

I have tried to resolve this issue, looking at the forums and on the internet. But have not found a fix yet. Hope you can help me or at least point me in the right direction.

I am using Version 0.9.12.19 of the Plex Server running on a Windows 10(64bit) machine Core i7-3770K with 16GB of Memory. My AppleTV4 is connected with a cable to the network.

I am experiencing playback problems. The playback stops after a while and does not resume. It is a bit random, can happen after 1 minute or 30 minutes or more. If press “menu” and then choose to resume the movie, it works a couple of minutes longer. I am not able to watch an entire movie, when I enable direct play on the apple TV4 Plex app.

I think it might be related to the error 10054 I see in the logs. If I switch to direct stream or transcoding (any bitrate) the problem disappears. Or at least visually on the television, I am unfortunately not a plex-log expert.

Note that I have tested all transcoding bitrates without being able to duplicate the problem.

I have tried with and without secure connections, without any difference to the behavior described above.

In order to debug further I have connected a WiFi Access Point to the same switch the Apple TV4 is connected to. I connected an iPhone6s to the Access Point, activated direct play and could watch the movie without any issues. The only difference in this setup is the last physical Ethernet cable. I.e. instead of ~50cm of cable between the switch and the AppleTV4, I use WiFi to the iPhone6s. The rest of the “path” in the network is the same.

I now connected the AppleTV4 to the Access Point via WiFi, activated direct play, and the problem is still there.

When I watch Movies via Netflix, iTunes or other apps on the Apple TV4, no such problems occur when connected via cable or WiFi. I guess it is safe to say the Apple TV4 network card is working as it should.

I have attached a log file.

Regards and looking forward to your reply,
Ricardo

2

@ricardo_duron said:
Hi,

I have tried to resolve this issue, looking at the forums and on the internet. But have not found a fix yet. Hope you can help me or at least point me in the right direction.

I am using Version 0.9.12.19 of the Plex Server running on a Windows 10(64bit) machine Core i7-3770K with 16GB of Memory. My AppleTV4 is connected with a cable to the network.

My problem is that I get the error 10054 when using direct play on the Apple TV4, I cannot see a movie using direct play. If I switch to direct stream or transcoding (any bitrate) the problem disappears. Or at least visually on the television, I am unfortunately not a plex-log expert.

Note that I have tested all transcoding bitrates without being able to duplicate the problem.

I have tried with and without secure connections, without any difference to the behavior described above.

In order to debug further I have connected a WiFi Access Point to the same switch the Apple TV4 is connected to. I connected an iPhone6s to the Access Point, activated direct play and could watch the movie without any issues. The only difference in this setup is the last physical Ethernet cable. I.e. instead of ~50cm of cable between the switch and the AppleTV4, I use WiFi to the iPhone6s. The rest of the “path” in the network is the same.

I now connected the AppleTV4 to the Access Point via WiFi, activated direct play, and the problem is still there.

When I watch Movies via Netflix, iTunes or other apps on the Apple TV4, no such problems occur when connected via cable or WiFi. I guess it is safe to say the Apple TV4 network card is working as it should.

I have attached a log file.

Regards and looking forward to your reply,
Ricardo

with problems like this it is often necessary to look at a problem from both sides so try and get logs from both the Apple TV app and Plex Media Server and also what is very important is to know exactly when the error appeared so that one can see what was happening in both logs. If the times are adrift between server and device - it is important to know what that is.

Was this error displayed on the Apple TV Plex app or is this just referring to what you see in the Plex Media Server.log?

The server log shows playing started at 10:40:07 with number of in progress direct play media file requests peaking at 16 requests being at 10:40:16. Timeline reporting from the Plex for Apple TV shows play was paused at 10:41:18 and i can see at same time a request for media taking 19.8 seconds to complete, May be the pause was due to the fact that the media was not received in time whilst it was buffering

This extract shows the log entries round that time - picking just the completion of requests logged entries and showing elapsed time in milliseconds (ms) and also timeline entries showing state of play state=xxxx

Nov 29, 2015 10:41:16:532 [8212] DEBUG - Completed: [192.168.1.55:49235] GET /:/timeline?duration=7025000&key=%2Flibrary%2Fmetadata%2F97971&playQueueItemID=23120&ratingKey=97971&state=playing&time=5951340 (13 live) TLS GZIP 36ms 203 bytes 200 (pipelined: 45)

Nov 29, 2015 10:41:16:735 [8212] DEBUG - Completed: [192.168.1.55:49385] GET /library/parts/97244/file.mp4 (14 live) TLS 12ms 65536 bytes 200 (pipelined: 4)
Nov 29, 2015 10:41:17:017 [8212] DEBUG - Completed: [192.168.1.55:49385] GET /library/parts/97244/file.mp4 (14 live) TLS 5ms 65536 bytes 200 (pipelined: 5)
Nov 29, 2015 10:41:17:142 [8212] DEBUG - Completed: [192.168.1.55:49380] GET /library/parts/97244/file.mp4 (14 live) TLS 11844ms 30294016 bytes 200
Nov 29, 2015 10:41:17:392 [8212] DEBUG - Completed: [192.168.1.55:49385] GET /library/parts/97244/file.mp4 (13 live) TLS 5ms 65536 bytes 200 (pipelined: 6)
Nov 29, 2015 10:41:17:392 [8212] DEBUG - Completed: [192.168.1.55:49383] GET /library/parts/97244/file.mp4 (13 live) TLS 5267ms 37863424 bytes 200

Nov 29, 2015 10:41:17:532 [8324] DEBUG - Completed: [192.168.1.55:49235] GET /:/timeline?duration=7025000&key=%2Flibrary%2Fmetadata%2F97971&playQueueItemID=23120&ratingKey=97971&state=buffering&time=5952346 (12 live) TLS GZIP 28ms 203 bytes 200 (pipelined: 46)

Nov 29, 2015 10:41:17:673 [8212] DEBUG - Completed: [192.168.1.55:49384] GET /library/parts/97244/file.mp4 (12 live) TLS 2390ms 3014656 bytes 200
Nov 29, 2015 10:41:17:751 [8212] DEBUG - Completed: [192.168.1.55:49385] GET /library/parts/97244/file.mp4 (11 live) TLS 5ms 65536 bytes 200 (pipelined: 7)
Nov 29, 2015 10:41:17:798 [8212] DEBUG - Completed: [192.168.1.55:49386] GET /library/parts/97244/file.mp4 (11 live) TLS 2223ms 409600 bytes 200

Nov 29, 2015 10:41:17:861 [8324] DEBUG - Completed: [192.168.1.55:49235] GET /:/timeline?duration=7025000&key=%2Flibrary%2Fmetadata%2F97971&playQueueItemID=23120&ratingKey=97971&state=buffering&time=5952674 (10 live) TLS GZIP 30ms 203 bytes 200 (pipelined: 47)
Nov 29, 2015 10:41:18:204 [8212] DEBUG - Completed: [192.168.1.55:49235] GET /:/timeline?duration=7025000&key=%2Flibrary%2Fmetadata%2F97971&playQueueItemID=23120&ratingKey=97971&state=buffering&time=5953008 (10 live) TLS GZIP 26ms 203 bytes 200 (pipelined: 48)

Nov 29, 2015 10:41:18:407 [8324] DEBUG - Completed: [192.168.1.55:49235] GET /:/timeline?duration=7025000&key=%2Flibrary%2Fmetadata%2F97971&playQueueItemID=23120&ratingKey=97971&state=paused&time=5953052 (11 live) TLS GZIP 34ms 203 bytes 200 (pipelined: 49)

Nov 29, 2015 10:41:18:470 [8324] DEBUG - Completed: [192.168.1.55:49367] GET /library/parts/97244/file.mp4 (11 live) TLS 19808ms 12025856 bytes 200

Nov 29, 2015 10:41:18:564 [8212] DEBUG - Completed: [192.168.1.55:49389] GET /library/parts/97244/file.mp4 (10 live) TLS 7ms 65536 bytes 200

Nov 29, 2015 10:41:18:642 [8212] DEBUG - Completed: [192.168.1.55:49235] GET /:/timeline?duration=7025000&key=%2Flibrary%2Fmetadata%2F97971&playQueueItemID=23120&ratingKey=97971&state=paused&time=5953052 (10 live) TLS GZIP 32ms 203 bytes 200 (pipelined: 50)
Nov 29, 2015 10:41:18:861 [8212] DEBUG - Completed: [192.168.1.55:49235] GET /:/timeline?duration=7025000&key=%2Flibrary%2Fmetadata%2F97971&playQueueItemID=23120&ratingKey=97971&state=paused&time=5953052 (10 live) TLS GZIP 29ms 203 bytes 200 (pipelined: 51)
Nov 29, 2015 10:41:18:923 [8324] DEBUG - Completed: [192.168.1.55:49235] GET /:/timeline?duration=7025000&key=%2Flibrary%2Fmetadata%2F97971&playQueueItemID=23120&ratingKey=97971&state=paused&time=5953052 (11 live) TLS GZIP 25ms 203 bytes 200 (pipelined: 52)
Nov 29, 2015 10:41:19:001 [8324] DEBUG - Completed: [192.168.1.55:49235] GET /:/timeline?duration=7025000&key=%2Flibrary%2Fmetadata%2F97971&playQueueItemID=23120&ratingKey=97971&state=paused&time=5953052 (11 live) TLS GZIP 23ms 203 bytes 200 (pipelined: 53)

Nov 29, 2015 10:41:19:204 [8324] DEBUG - Completed: [192.168.1.55:49389] GET /library/parts/97244/file.mp4 (13 live) TLS 370ms 524288 bytes 200 (pipelined: 2)

Nov 29, 2015 10:41:19:298 [8324] DEBUG - Completed: [192.168.1.55:49235] GET /:/timeline?duration=7025000&key=%2Flibrary%2Fmetadata%2F97971&playQueueItemID=23120&ratingKey=97971&state=paused&time=5953052 (13 live) TLS GZIP 22ms 203 bytes 200 (pipelined: 54)

Nov 29, 2015 10:41:19:345 [8324] DEBUG - Completed: [192.168.1.55:49235] GET /:/timeline?duration=7025000&key=%2Flibrary%2Fmetadata%2F97971&playQueueItemID=23120&ratingKey=97971&state=playing&time=5953046 (13 live) TLS GZIP 23ms 203 bytes 200 (pipelined: 55)

Nov 29, 2015 10:41:19:876 [8324] DEBUG - Completed: [192.168.1.55:49368] GET /library/parts/97244/file.mp4 (13 live) TLS 19022ms 2850816 bytes 200 (pipelined: 2)
Nov 29, 2015 10:41:20:595 [8324] DEBUG - Completed: [192.168.1.55:49377] GET /library/parts/97244/file.mp4 (12 live) TLS 19022ms 1327104 bytes 200 (pipelined: 2)

So play resumed at 10:41:19

Play was paused later again - but it is not obvious why. Whether you paused play or it paused because of an issue,
Extract from time of state=playing up to pause

Nov 29, 2015 10:41:55:959 [8212] DEBUG - Completed: [192.168.1.55:49235] GET /:/timeline?duration=7025000&key=%2Flibrary%2Fmetadata%2F97971&playQueueItemID=23120&ratingKey=97971&state=playing&time=5989651 (10 live) TLS GZIP 28ms 203 bytes 200 (pipelined: 62)

Nov 29, 2015 10:41:56:240 [8212] DEBUG - Completed: [192.168.1.55:49428] GET /library/parts/97244/file.mp4 (10 live) TLS 4585ms 28934144 bytes 200
Nov 29, 2015 10:41:57:131 [8212] DEBUG - Completed: [192.168.1.55:49431] GET /library/parts/97244/file.mp4 (11 live) TLS 459ms 6291456 bytes 200
Nov 29, 2015 10:41:57:397 [8324] DEBUG - Completed: [192.168.1.55:49432] GET /library/parts/97244/file.mp4 (12 live) TLS 244ms 3735552 bytes 200
Nov 29, 2015 10:41:57:725 [8212] DEBUG - Completed: [192.168.1.55:49432] GET /library/parts/97244/file.mp4 (13 live) TLS 5ms 65536 bytes 200 (pipelined: 2)
Nov 29, 2015 10:41:57:756 [8324] DEBUG - Completed: [192.168.1.55:49433] GET /library/parts/97244/file.mp4 (13 live) TLS 250ms 3817472 bytes 200
Nov 29, 2015 10:41:58:147 [8324] DEBUG - Completed: [192.168.1.55:49432] GET /library/parts/97244/file.mp4 (13 live) TLS 13ms 65536 bytes 200 (pipelined: 3)

Nov 29, 2015 10:41:59:335 [8324] DEBUG - Completed: [192.168.1.55:49235] GET /:/timeline?duration=7025000&key=%2Flibrary%2Fmetadata%2F97971&playQueueItemID=23120&ratingKey=97971&state=paused&time=5992957 (16 live) TLS GZIP 31ms 203 bytes 200 (pipelined: 63)
Nov 29, 2015 10:41:59:850 [8212] DEBUG - Completed: [192.168.1.55:49235] GET /:/timeline?duration=7025000&key=%2Flibrary%2Fmetadata%2F97971&playQueueItemID=23120&ratingKey=97971&state=paused&time=5992957 (16 live) TLS GZIP 36ms 203 bytes 200 (pipelined: 64)

Nov 29, 2015 10:41:59:897 [8212] DEBUG - Completed: [192.168.1.55:49235] GET /:/timeline?duration=7025000&key=%2Flibrary%2Fmetadata%2F97971&playQueueItemID=23120&ratingKey=97971&state=playing&time=5992951 (16 live) TLS GZIP 24ms 203 bytes 200 (pipelined: 65)

Nov 29, 2015 10:42:01:163 [8212] DEBUG - Completed: [192.168.1.55:49435] GET /library/parts/97244/file.mp4 (16 live) TLS 2302ms 1523712 bytes 200

and again later

Nov 29, 2015 10:42:35:933 [8324] DEBUG - Completed: [192.168.1.55:49235] GET /:/timeline?duration=7025000&key=%2Flibrary%2Fmetadata%2F97971&playQueueItemID=23120&ratingKey=97971&state=playing&time=6029006 (13 live) TLS GZIP 32ms 203 bytes 200 (pipelined: 72)

Nov 29, 2015 10:42:37:293 [8212] DEBUG - Completed: [192.168.1.55:49459] GET /library/parts/97244/file.mp4 (13 live) TLS 1529ms 18743296 bytes 200
Nov 29, 2015 10:42:39:152 [8212] DEBUG - Completed: [192.168.1.55:49453] GET /library/parts/97244/file.mp4 (13 live) TLS 9432ms 1474560 bytes 200

Nov 29, 2015 10:42:39:168 [8324] DEBUG - Completed: [192.168.1.55:49235] GET /:/timeline?duration=7025000&key=%2Flibrary%2Fmetadata%2F97971&playQueueItemID=23120&ratingKey=97971&state=paused&time=6032222 (12 live) TLS GZIP 36ms 203 bytes 200 (pipelined: 73)
Nov 29, 2015 10:42:39:215 [8212] DEBUG - Completed: [192.168.1.55:49235] GET /:/timeline?duration=7025000&key=%2Flibrary%2Fmetadata%2F97971&playQueueItemID=23120&ratingKey=97971&state=paused&time=6032222 (12 live) TLS GZIP 25ms 203 bytes 200 (pipelined: 74)
Nov 29, 2015 10:42:39:262 [8324] DEBUG - Completed: [192.168.1.55:49235] GET /:/timeline?duration=7025000&key=%2Flibrary%2Fmetadata%2F97971&playQueueItemID=23120&ratingKey=97971&state=paused&time=6032222 (12 live) TLS GZIP 30ms 203 bytes 200 (pipelined: 75)
Nov 29, 2015 10:42:39:309 [8212] DEBUG - Completed: [192.168.1.55:49235] GET /:/timeline?duration=7025000&key=%2Flibrary%2Fmetadata%2F97971&playQueueItemID=23120&ratingKey=97971&state=paused&time=6032222 (12 live) TLS GZIP 25ms 203 bytes 200 (pipelined: 76)

Nov 29, 2015 10:42:39:824 [8212] DEBUG - Completed: [192.168.1.55:49460] GET /library/parts/97244/file.mp4 (12 live) TLS 2215ms 1556480 bytes 200
Nov 29, 2015 10:42:40:137 [8212] DEBUG - Completed: [192.168.1.55:49458] GET /library/parts/97244/file.mp4 (11 live) TLS 6182ms 21348352 bytes 200
Nov 29, 2015 10:42:40:700 [8212] DEBUG - Completed: [192.168.1.55:49452] GET /library/parts/97244/file.mp4 (10 live) TLS 10882ms 18743296 bytes 200 (pipelined: 2)
Nov 29, 2015 10:42:42:121 [8212] DEBUG - Completed: [192.168.1.55:49446] GET /library/parts/97244/file.mp4 (9 live) TLS 20642ms 21004288 bytes 200 (pipelined: 2)
Nov 29, 2015 10:42:42:950 [8212] DEBUG - Completed: [192.168.1.55:49454] GET /library/parts/97244/file.mp4 (8 live) TLS 9570ms 3162112 bytes 200 (pipelined: 2)
Nov 29, 2015 10:42:43:106 [8212] DEBUG - Completed: [192.168.1.55:49456] GET /library/parts/97244/file.mp4 (7 live) TLS 9450ms 1589248 bytes 200
Nov 29, 2015 10:42:43:247 [8212] DEBUG - Completed: [192.168.1.55:49457] GET /library/parts/97244/file.mp4 (6 live) TLS 9442ms 1589248 bytes 200
Nov 29, 2015 10:42:44:294 [8212] DEBUG - Completed: [192.168.1.55:49448] GET /library/parts/97244/file.mp4 (5 live) TLS 19104ms 3260416 bytes 200 (pipelined: 2)
Nov 29, 2015 10:42:44:434 [8212] DEBUG - Completed: [192.168.1.55:49450] GET /library/parts/97244/file.mp4 (4 live) TLS 19037ms 1425408 bytes 200

May be with logs from both sides one can see an issue clearer and also to know exactly when the issue arose in relation to the time on the server and the apple tv

As you are PlexPASS subscriber you could upgrade to 0.9.14.4 by download Plex PASS version from http://plex.tv/downloads and see if that makes a difference. Also best to get diagnostics with 0.9.14.4 rather than 0.9.12.19

3

Thanks. I will upgrade to latest and attach logs from the latest server version. May I ask how do I get the logs from Apple TV4 app? And I will collect them as well.

4

@ricardo_duron said:
Thanks. I will upgrade to latest and attach logs from the latest server version. May I ask how do I get the logs from Apple TV4 app? And I will collect them as well.

Look into the methods outlined for console logs on the support page i linked to earlier:
https://support.plex.tv/hc/en-us/articles/212639598-Apple-TV-Logs

5

This is the forum topic about diagnostics
https://forums.plex.tv/discussion/190577/reporting-apple-tv-issues

6

Hi again,

I have now installed the latest Version 0.9.14.4 from the link you provided. I run again and got the same error.

Sending Network logs from Apple TV4 should be activated.

New logs from Server are attached.

This test was run around 4:05 PM CET. Time right now is right now 4:12 PM CET.

I will try to get console logs as well. (I am reading the diagnostics link you provided).

Regards
Ricardo

7

@ricardo_duron said:
Hi again,

I have now installed the latest Version 0.9.14.4 from the link you provided. I run again and got the same error.

Sending Network logs from Apple TV4 should be activated.

New logs from Server are attached.

This test was run around 4:05 PM CET. Time right now is right now 4:12 PM CET.

I will try to get console logs as well. (I am reading the diagnostics link you provided).

Regards
Ricardo

what time was the error and where did the error appear?

8

It was around 2 minutes after I started the movie. The playback froze. It was around 4.07 PM CET.

9

@ricardo_duron said:
It was around 2 minutes after I started the movie. The playback froze. It was around 4.07 PM CET.

so no error - just a freeze?

10

the error in the log
Nov 29, 2015 16:07:24:640 [9428] ERROR - Error writing media: 10054 - En befintlig anslutning tvingades att stänga av fjärrvärddatorn

11

I will need to borrow a laptop in order to get the console logs of the Apple TV4. I will post the Apple TV4 console logs as soon as I find a laptop…

12

@ricardo_duron said:
the error in the log
Nov 29, 2015 16:07:24:640 [9428] ERROR - Error writing media: 10054 - En befintlig anslutning tvingades att stänga av fjärrvärddatorn

Yes but that was before you actually started streaming. Such errors are common and could be to do with extra pipelining connections that do not actually get used.

Are you actually saying it freezes right at the beginning ? From the log my understanding is that the issue is later after starting - and the log suggests the real problem was at 16:07:33 and 16:07:51 when the state turned from playing to paused

I will put some extracts from the log below. But first want to understand your setup.
You have two sets of Program Files (x86) directory structure. One on D:\ and one on F:\
The Plex Media Server program files are on the F:\ drive. Can you tell me if this is a local drive?

The Plex Media Server appdata and database is within the D:\Program Files (x86) structure - why? and again - is this a local drive?
Is this known to windows as a Program Files directory structure - or is it just in name?

Some info on versions and environment:
Server

Nov 29, 2015 16:05:28:359 [2488] INFO - Plex Media Server v0.9.14.4.1556-a10e3c2 - Microsoft PC  - build: windows-i386 english
Nov 29, 2015 16:05:28:360 [2488] INFO - Windows version: 10.0 (Build 10240), language sv-SE
Nov 29, 2015 16:05:28:360 [2488] INFO - 8 3503 MHz processor(s): Architecture=0, Level=6, Revision=14857 Processor Identifier=Intel64 Family 6 Model 58 Stepping 9,

and program area

Nov 29, 2015 16:05:28:360 [2488] DEBUG - "F:\Program Files (x86)\Plex\Plex Media Server\Plex Media Server.exe"

and App data

D:\Program Files (x86)\PlexData\Plex Media Server\

Apple TV

Nov 29, 2015 16:07:51:797 [6188] VERBOSE -  * X-Plex-Client-Platform => tvOS
Nov 29, 2015 16:07:51:797 [6188] VERBOSE -  * X-Plex-Device => Apple TV
Nov 29, 2015 16:07:51:797 [6188] VERBOSE -  * X-Plex-Device-Name => Apple TV4
Nov 29, 2015 16:07:51:797 [6188] VERBOSE -  * X-Plex-Device-Screen-Density => 1
Nov 29, 2015 16:07:51:797 [6188] VERBOSE -  * X-Plex-Device-Screen-Resolution => 1080x1920
Nov 29, 2015 16:07:51:797 [6188] VERBOSE -  * X-Plex-Model => 5,3
Nov 29, 2015 16:07:51:798 [6188] VERBOSE -  * X-Plex-Platform => tvOS
Nov 29, 2015 16:07:51:798 [6188] VERBOSE -  * X-Plex-Platform-Version => 9.0.1
Nov 29, 2015 16:07:51:798 [6188] VERBOSE -  * X-Plex-Product => Plex for Apple TV
Nov 29, 2015 16:07:51:798 [6188] VERBOSE -  * X-Plex-Provides => client,player
Nov 29, 2015 16:07:51:798 [6188] VERBOSE -  * X-Plex-Sync-Version => 2
Nov 29, 2015 16:07:51:798 [6188] VERBOSE -  * X-Plex-Version => 1.0.3

Looking at the pause at 16:07:33 analysis of the server log shows a number of outstanding requests at that time. So may be server is not coping with the way parallel media part requests are made or may be a network issue.

There were 12 outstanding requests and looking at these requests i give below when they got picked up and when they actually completed
The extract here shows 3 columns: time request completed, time request processed, the actual request

Completed	        Requested	Request
16:07:49	       16:07:27	Nov 29, 2015 16:07:27:225 [8120] DEBUG - Request: [192.168.1.55:50875] GET /library/parts/97244/file.mp4?X-Plex-Client-Identifier=5D448F21-B919-4DE8-AB05-B8E8B56530D9&X-Plex-Client-Platform=tvOS&X-Plex-Device=Apple%20TV&X-Plex-Device-Name=Apple%20TV4&X-Plex-Device-Screen-Density=1&X-Plex-Device-Scre
16:07:49	       16:07:30	Nov 29, 2015 16:07:30:597 [6188] DEBUG - Request: [192.168.1.55:50879] GET /library/parts/97244/file.mp4?X-Plex-Client-Identifier=5D448F21-B919-4DE8-AB05-B8E8B56530D9&X-Plex-Client-Platform=tvOS&X-Plex-Device=Apple%20TV&X-Plex-Device-Name=Apple%20TV4&X-Plex-Device-Screen-Density=1&X-Plex-Device-Scre
16:07:50	      16:07:30	Nov 29, 2015 16:07:30:904 [10440] DEBUG - Request: [192.168.1.55:50880] GET /library/parts/97244/file.mp4?X-Plex-Client-Identifier=5D448F21-B919-4DE8-AB05-B8E8B56530D9&X-Plex-Client-Platform=tvOS&X-Plex-Device=Apple%20TV&X-Plex-Device-Name=Apple%20TV4&X-Plex-Device-Screen-Density=1&X-Plex-Device-Scr
16:07:50	      16:07:31	Nov 29, 2015 16:07:31:121 [11852] DEBUG - Request: [192.168.1.55:50876] GET /library/parts/97244/file.mp4?X-Plex-Client-Identifier=5D448F21-B919-4DE8-AB05-B8E8B56530D9&X-Plex-Client-Platform=tvOS&X-Plex-Device=Apple%20TV&X-Plex-Device-Name=Apple%20TV4&X-Plex-Device-Screen-Density=1&X-Plex-Device-Scr
16:07:50	      16:07:31	Nov 29, 2015 16:07:31:427 [8120] DEBUG - Request: [192.168.1.55:50881] GET /library/parts/97244/file.mp4?X-Plex-Client-Identifier=5D448F21-B919-4DE8-AB05-B8E8B56530D9&X-Plex-Client-Platform=tvOS&X-Plex-Device=Apple%20TV&X-Plex-Device-Name=Apple%20TV4&X-Plex-Device-Screen-Density=1&X-Plex-Device-Scre
16:07:50	      16:07:31	Nov 29, 2015 16:07:31:550 [6188] DEBUG - Request: [192.168.1.55:50882] GET /library/parts/97244/file.mp4?X-Plex-Client-Identifier=5D448F21-B919-4DE8-AB05-B8E8B56530D9&X-Plex-Client-Platform=tvOS&X-Plex-Device=Apple%20TV&X-Plex-Device-Name=Apple%20TV4&X-Plex-Device-Screen-Density=1&X-Plex-Device-Scre
16:07:51	      16:07:31	Nov 29, 2015 16:07:31:880 [10440] DEBUG - Request: [192.168.1.55:50883] GET /library/parts/97244/file.mp4?X-Plex-Client-Identifier=5D448F21-B919-4DE8-AB05-B8E8B56530D9&X-Plex-Client-Platform=tvOS&X-Plex-Device=Apple%20TV&X-Plex-Device-Name=Apple%20TV4&X-Plex-Device-Screen-Density=1&X-Plex-Device-Scr
16:07:34	     16:07:32	Nov 29, 2015 16:07:32:219 [6188] DEBUG - Request: [192.168.1.55:50884] GET /library/parts/97244/file.mp4?X-Plex-Client-Identifier=5D448F21-B919-4DE8-AB05-B8E8B56530D9&X-Plex-Client-Platform=tvOS&X-Plex-Device=Apple%20TV&X-Plex-Device-Name=Apple%20TV4&X-Plex-Device-Screen-Density=1&X-Plex-Device-Scre
16:07:51	     16:07:32	Nov 29, 2015 16:07:32:515 [6188] DEBUG - Request: [192.168.1.55:50886] GET /library/parts/97244/file.mp4?X-Plex-Client-Identifier=5D448F21-B919-4DE8-AB05-B8E8B56530D9&X-Plex-Client-Platform=tvOS&X-Plex-Device=Apple%20TV&X-Plex-Device-Name=Apple%20TV4&X-Plex-Device-Screen-Density=1&X-Plex-Device-Scre
16:07:52	     16:07:32	Nov 29, 2015 16:07:32:984 [10440] DEBUG - Request: [192.168.1.55:50888] GET /library/parts/97244/file.mp4?X-Plex-Client-Identifier=5D448F21-B919-4DE8-AB05-B8E8B56530D9&X-Plex-Client-Platform=tvOS&X-Plex-Device=Apple%20TV&X-Plex-Device-Name=Apple%20TV4&X-Plex-Device-Screen-Density=1&X-Plex-Device-Scr
16:07:52	     16:07:33	Nov 29, 2015 16:07:33:350 [6188] DEBUG - Request: [192.168.1.55:50889] GET /library/parts/97244/file.mp4?X-Plex-Client-Identifier=5D448F21-B919-4DE8-AB05-B8E8B56530D9&X-Plex-Client-Platform=tvOS&X-Plex-Device=Apple%20TV&X-Plex-Device-Name=Apple%20TV4&X-Plex-Device-Screen-Density=1&X-Plex-Device-Scre
16:07:33	     16:07:33	Nov 29, 2015 16:07:33:631 [10440] DEBUG - Request: [192.168.1.55:50890] GET /library/parts/97244/file.mp4?X-Plex-Client-Identifier=5D448F21-B919-4DE8-AB05-B8E8B56530D9&X-Plex-Client-Platform=tvOS&X-Plex-Device=Apple%20TV&X-Plex-Device-Name=Apple%20TV4&X-Plex-Device-Screen-Density=1&X-Plex-Device-Scr
16:07:52	     16:07:33	Nov 29, 2015 16:07:33:693 [6188] DEBUG - Request: [192.168.1.55:50891] GET /library/parts/97244/file.mp4?X-Plex-Client-Identifier=5D448F21-B919-4DE8-AB05-B8E8B56530D9&X-Plex-Client-Platform=tvOS&X-Plex-Device=Apple%20TV&X-Plex-Device-Name=Apple%20TV4&X-Plex-Device-Screen-Density=1&X-Plex-Device-Scre

All these were made before the pause and did not complete till sometime after the 16:07:33 pause

The pause at 16:07:51 was more severe
At 16:07:51 there were 65 outstanding requests for download of media parts. These did not all complete till 16:08:08

I will try and get the Plex Team to have a look

13

Sorry If I am not clear in my answers. You are correct that the movie starts playing and, in this particular case, after 2 minutes the playback freezes and does not resume. This can happen at any time during playback. (But only when Direct Play is enabled). As a workaround I use Direct Stream enabled and Direct Play disabled. Then I don’t see this problem at all. At least the playback never freezes.

If I understand the difference it is only the container that is “transcoded” in direct stream, the actual video/audio data are left untouched? If so, then it leaves me puzzled on what the problem may be behind the movie freezing…? Especially since this works perfectly on my iPhone6s and iPad Air2. (with Direct Play enabled).

C: is my system drive, this is where windows is stored and a programs that need to be installed on the system drive.
D: is my Storage drive, i.e. all logs, movies, pictures, etc, are stored.
F: is my program drive. I.e. a drive where I install all programs.

All are local drives. (internal hard drives, no USB drives).

Plex program is installed on (F:), the folder structure is just to keep naming convention from (C:). Logs are stored on D:\Program Files (x86)\PlexData\Plex Media Server\Logs (again just to keep naming convention).
Movies are stored on D:\Movies

I will be able to borrow a laptop from my neighbor in a couple of hours and I re-create this scenario in order to get logs from Server and Apple TV4 so that you are able to match them.

14

I have referred this to the Plex Team. Will have to wait - in the mean time avoid direct play.

These support pages give some info on Direct Play and Direct Streaming and Transcoding
https://support.plex.tv/hc/en-us/articles/200250387-Streaming-Media-Direct-Play-and-Direct-Stream
https://support.plex.tv/hc/en-us/articles/201566396-How-are-Direct-Play-Direct-Stream-and-Transcoding-different-

The issue could be to do with the number of concurrent Direct Play requests that get made by the Plex for Apple TV app. We had issues reported on Samsung TVs where the server was getting hundreds of requests overloading the server. In the case of the Apple TV it was in the 10s and not 100s but may be that is an issue. Will have to wait and see. It was noticed on the samsung tv case that when transcoding is done the server handled it ok as it was one request one response back and not many parallel requests -

i am linking to the other topic even though it is not exactly the same https://forums.plex.tv/discussion/174909/thousands-of-tls-connection-too-many-open-files-errors-and-eventual-server-crash/

15

Thank you for your support. Really appreciate it.

16

Hi - i have some feedback from the Plex Devs for you

Could you have another try with Direct Play but this time with this setting changed on the server:

Settings / Server / Network / Show Advanced
Enable HTTP Pipelining disabled
Save changes
Restart server
And test

Capture logs as before just in case

17

I disabled HTP Pipelining and restarted the server.

Still the same problem. I attach Server logs. The movie froze at 8:08 PM CET.

Network logs are still activated in the apple TV.

18

Thank you. I have analysed the log and passed the details to the Plex team

19

@ricardo_duron

Hi - We do need a console log from the Apple TV to see what the device is doing.

Could you set Verbose Logging within the Plex for Apple TV app
and try and reproduce - this time getting console log from the Apple TV and corresponding PMS log. Please zip and send to me by Private Message.

Would be also good to try multiple mp4 files

Thanks

20

Hi - I have capture the logs you requested and sent them to you in a private message.