Can someone from plex team reset my account?

Plex Media Server NAS & Devices
1

After a reboot of my Nvidia shield the plex server was gone.
Trying to reinstall everything but now every video I play I get the error error code: h4 (not supported).

I have also added music but after scanning it is not added to my library.

When I open the details of a video it says
Video None
Audio None

when I unmatch the video it says

Video 1080p (HEVC Main 10)
Audio English (EAC3 5.1)

Then when i re-match the file the codec information stays and I can olay the file.

However it’s to tedious to do this with every file by hand
Whats the best aproach to fix this automaticly?

I seem to have a similar problem as mentioned here
https://www.reddit.com/r/PleX/comments/15r16cy/media_not_playable_when_added_missing_media/

the plex agent doesnt seem too get the correct media info of the files in the library and playback of files fails. If I use an external player like vlc the file plays fine

Ive tried the solutions mentioned in the link above. (the plex dance) tried reinstalling pms, I even tried rolling back to a previous version. noothing helped.

I believe my probleem lies somewhere on the cloud. Can someone from plex reset my account so I could do a complete fresh reinstall?

2

Try Analyze instead of Unmatch/Match.
This can be triggered on several items at once, using multi-selection. [HowTo] Selecting multiple items for edit, playlist, etc.

Media information is not stored in your account. There is nothing that could be reset.

3

I have tried, but it had no effect

4

To circle back to the title of the post. Can someone from plex please reset my account so I can start over fresh?

5

@OttoKerner please help

6

As I already mentioned: there is nothing to reset.

7

How are you files organised on the drive?

8

@OttoKerner @blackzwe

Movies\movie name\file.xxx
Tvshows\name\file.xxx
Music\artist\file.mp3

I don’t believe this is the problem.
I have installed plex server on my pc and when I add the same files everything is recognized and file info is available for every file.

This is no fix for me as I need to run this on my Nvidia shield as it’s always on unlike my pc

9

Can you take a screenshot as an example?

10

@blackzwe I don’t believe file name is the cause of my problems

image
image1095×457 64.4 KB

11

I hear you, nevertheless let’s try all we can to address an issue that maybe specifically unique to you at this juncture, that’s my thinking. After this we’ll try something else. The series file name should contain the year as well I believe. Your media drive is directly connected to your shield? Or via network I.e. is it mounted? Are you on the stable release? Your installation is on internal or external media. When you restarted from scratch the last time, was it a new database or did you restore an old one. Hopefully you won’t be annoyed, just trying to see all the ways in which we can troubleshoot. I have a shield too.

12

Hey @maartenvangrinsven there’s a new update to PMS for the shield. Seems to be fixing some of these bugs. Give the update a go and let us know how it goes.

13

@blackzwe I did the update but it didn’t change anything to my problems

14

@blackzwe
I have fixed the issue.
I believe it turned out to be a file permission problem
In the ples media server app settings I switched storage used to internal shared storage

1 Like
15

Glad it worked out. I did inquire on this before.

16

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