Can't do anything on Samsung Smart TV

Plex Players Smart TVs
1

Server Version#: 1.18.7.2438
Player Version#: 4.21.2
TV Model: UE55NU7442

I’ve been using Plex on this TV for a long time, but today I got “Plex is not reachable” error. Server is running, I can access it from other devices, and via web browser on same TV, I also see it as DLNA server on that TV, so being unreachable is not an issue. I guess it could for some reason remove static IP I’ve set, but I can’t even check, because despite three buttons (Retry, Go Home, Open Settings) being shown, application doesn’t react in any way, so I can’t go into settings.

What I tried:

  1. Using remote
  2. Using smarthone as remote via Smart Things
  3. Reinstalling application
  4. Restarting TV
  5. Reseting Smart Hub
  6. Restarting Server
  7. Updating server to latest version

Is there anything else I might even try? It looks as if player auto-updated, and latest version is broken.

2

I can’t test the new version against 1.18.6 until I get home; however, it might also be a server/client incompatibility issue.

Any chance you can try 1.18.6 by downgrading?

3

It seems there are no other versions than latest in downloads, and I don’t have any old packages stored (I host it on Synology NAS for what it’s worth). However, I highly doubt incompability, as I can’t see any attempt of establishing connection when I look at logs console, it’s like client doesn’t even try to scan network… I see obvious logs whenever I connect any other device. So looks like server is not involved at all in this issue.

Furthermore, I’ve just updated from 1.16.x, which worked, and there shouldn’t be any possible compability issues between 1.18.7 and 1.18.6, according to semver, patch version (third value) is supposed to be for backwards compatible bug fixes.

It’s possible that my issue is related to this one: Plex no longer available after tv firmware update

4

While this isn’t an answer/workaround, it does provide a lot of input and might just get you working for now.

Uninstall and reinstall the TV app.
Re-link it to your account.

If there are no networking problems, it will find the server.

1 Like
5

Reinstalling TV app didn’t help, I’ve even done factory reset but no change at all. I can’t even sign into my account, I can’t do anything because application is not responding to any input from remote, despite presenting me with 3 buttons (and as mentioned, there are no networking problems between devices, I can get into web interface via browser, it’s only application that doesn’t work)

At this moment I see it as a bug that should be fixed in a TV client update. Thankfully I can use other clients to access server, though TV was most convenient

6

I am having the exact same problem but with two of my three Samsung TV’s. Says that Plex can not connect to server but then won’t allow me to select the three options.

Plex bug?

7

Hi, I have a Samsung smart tv and I can`t use Plex, but if I connect my TV to the Iptv box I can use the app. What should I do to use it only on my tv because I don’t like using some more devices?
Maybe I don’t understand some specifications of my IPTV?
the full name is MAG420w1 Premium IPTV+OTT Set-Top Box / 4K and HEVC Support / Linux 4.4 OS / 512 MB RAM / Built-in Wi-Fi / CPU 1200 MHz / Ministra TV platform
the specifications u can see on https://www.switchonshop.com/en/linux-stb/mag420w1/
i will be very thankfull

8

May I see the server logs anyway?

Something is fundamentally wrong

  1. Restart Plex
  2. Wait 2 minutes
  3. Attempt to start the tv app again
  4. Wait another minute
  5. Then download the server logs and attach them here.

If there is evidence of the TV trying to connect, it will show.

9

image
image612×816 119 KB

I also cannot select the three buttons at the bottom.

10

I can not get the requested until tonight but I checked my two TVs this morning to see if anything changed and here’s what I see in the log:

Feb 21, 2020 07:17:33.069 [0x7f0e90567700] DEBUG - NetworkServiceBrowser: SSDP departed after not being seen for 21.717075 seconds: 192.168.1.170 ([TV] Samsung 8 Series (65))
Feb 21, 2020 07:27:31.340 [0x7f0ec8de2700] DEBUG - NetworkServiceBrowser: Parsing SSDP schema for http://192.168.1.168:9119/screen_sharing
Feb 21, 2020 07:27:31.340 [0x7f0ec8de2700] DEBUG - HTTP requesting GET http://192.168.1.168:9119/screen_sharing
Feb 21, 2020 07:27:31.347 [0x7f0ec8de2700] DEBUG - HTTP 200 response from GET http://192.168.1.168:9119/screen_sharing
Feb 21, 2020 07:27:31.347 [0x7f0ec8de2700] DEBUG - NetworkServiceBrowser: found 1 SSDP devices via http://192.168.1.168:9119/screen_sharing
Feb 21, 2020 07:27:31.347 [0x7f0ec8de2700] DEBUG - NetworkServiceBrowser: SSDP arrived: 192.168.1.168 ([TV] Samsung 8 Series (55))

11

Sorry for taking time, just got back home.

Here are logs that ought to be relevant ones:

For reference, addresses:
TV in question is 192.168.1.11
My server is 192.168.1.12
Other devices are probably not really important.

For quick look - result of cat "Plex Media Server.log" | grep -B 3 -A 5 192.168.1.11 (with me launching app and restarting both app and TV few times)

Feb 20, 2020 21:47:20.667 [0x7f05144d8700] DEBUG - HTTP 200 response from GET http://192.168.1.12:5000/ssdp/desc-DSM-eth0.xml
Feb 20, 2020 21:47:20.667 [0x7f05144d8700] DEBUG - NetworkServiceBrowser: found 1 SSDP devices via http://192.168.1.12:5000/ssdp/desc-DSM-eth0.xml
Feb 20, 2020 21:47:20.667 [0x7f05144d8700] DEBUG - NetworkServiceBrowser: SSDP arrived: 192.168.1.12 (Synology_Server (DS918+))
Feb 20, 2020 21:47:20.668 [0x7f05144d8700] DEBUG - NetworkServiceBrowser: Parsing SSDP schema for http://192.168.1.11:9119/screen_sharing
Feb 20, 2020 21:47:20.668 [0x7f05144d8700] DEBUG - HTTP requesting GET http://192.168.1.11:9119/screen_sharing
Feb 20, 2020 21:47:20.687 [0x7f05144d8700] DEBUG - HTTP 200 response from GET http://192.168.1.11:9119/screen_sharing
Feb 20, 2020 21:47:20.687 [0x7f05144d8700] DEBUG - NetworkServiceBrowser: found 1 SSDP devices via http://192.168.1.11:9119/screen_sharing
Feb 20, 2020 21:47:20.687 [0x7f05144d8700] DEBUG - NetworkServiceBrowser: SSDP arrived: 192.168.1.11 ([TV] Samsung 7 Series (55))
Feb 20, 2020 21:47:20.687 [0x7f05144d8700] DEBUG - NetworkServiceBrowser: Parsing SSDP schema for http://192.168.1.200:80/desc.xml
Feb 20, 2020 21:47:20.687 [0x7f05144d8700] DEBUG - HTTP requesting GET http://192.168.1.200:80/desc.xml
Feb 20, 2020 21:47:20.697 [0x7f05144d8700] DEBUG - HTTP 200 response from GET http://192.168.1.200:80/desc.xml
Feb 20, 2020 21:47:20.697 [0x7f05144d8700] DEBUG - NetworkServiceBrowser: found 3 SSDP devices via http://192.168.1.200:80/desc.xml
Feb 20, 2020 21:47:20.697 [0x7f05144d8700] DEBUG - NetworkServiceBrowser: SSDP arrived: 192.168.1.200 (D-Link DI Series)
--
Feb 21, 2020 01:17:54.098 [0x7f0516b3d700] DEBUG - Completed: [192.168.1.9:56465] 200 GET /player/proxy/poll?deviceClass=pc&protocolVersion=3&protocolCapabilities=timeline%2Cplayback%2Cnavigation%2Cmirror%2Cplayqueues&timeout=1 (2 live) GZIP 20000ms 5 bytes (pipelined: 480)
Feb 21, 2020 01:17:54.218 [0x7f0516561700] DEBUG - Request: [192.168.1.9:56465 (Allowed Network (Subnet))] GET /player/proxy/poll?deviceClass=pc&protocolVersion=3&protocolCapabilities=timeline%2Cplayback%2Cnavigation%2Cmirror%2Cplayqueues&timeout=1 (2 live) GZIP Signed-in
Feb 21, 2020 01:17:54.218 [0x7f0516561700] DEBUG - Content-Length is -1 (of total: -1).
Feb 21, 2020 01:18:02.878 [0x7f04dbfff700] DEBUG - NetworkServiceBrowser: SSDP departed after not being seen for 21.999547 seconds: 192.168.1.11 ([TV] Samsung 7 Series (55))
Feb 21, 2020 01:18:14.219 [0x7f0516e2b700] DEBUG - Completed: [192.168.1.9:56465] 200 GET /player/proxy/poll?deviceClass=pc&protocolVersion=3&protocolCapabilities=timeline%2Cplayback%2Cnavigation%2Cmirror%2Cplayqueues&timeout=1 (2 live) GZIP 20000ms 5 bytes (pipelined: 481)
Feb 21, 2020 01:18:14.356 [0x7f0516561700] DEBUG - Request: [192.168.1.9:56465 (Allowed Network (Subnet))] GET /player/proxy/poll?deviceClass=pc&protocolVersion=3&protocolCapabilities=timeline%2Cplayback%2Cnavigation%2Cmirror%2Cplayqueues&timeout=1 (2 live) GZIP Signed-in
Feb 21, 2020 01:18:14.356 [0x7f0516561700] DEBUG - Content-Length is -1 (of total: -1).
Feb 21, 2020 01:18:34.356 [0x7f0516b3d700] DEBUG - Completed: [192.168.1.9:56465] 200 GET /player/proxy/poll?deviceClass=pc&protocolVersion=3&protocolCapabilities=timeline%2Cplayback%2Cnavigation%2Cmirror%2Cplayqueues&timeout=1 (2 live) GZIP 20000ms 5 bytes (pipelined: 482)
Feb 21, 2020 01:18:34.499 [0x7f0516561700] DEBUG - Request: [192.168.1.9:56465 (Allowed Network (Subnet))] GET /player/proxy/poll?deviceClass=pc&protocolVersion=3&protocolCapabilities=timeline%2Cplayback%2Cnavigation%2Cmirror%2Cplayqueues&timeout=1 (2 live) GZIP Signed-in
--
Feb 21, 2020 20:34:09.817 [0x7f05144d8700] DEBUG - NetworkServiceBrowser: SSDP arrived: 192.168.1.49 (MIBOX4)
Feb 21, 2020 20:37:11.420 [0x7f04d96fb700] DEBUG - Checking if time for scheduled update
Feb 21, 2020 20:42:11.421 [0x7f04eeb7d700] DEBUG - Checking if time for scheduled update
Feb 21, 2020 20:46:09.584 [0x7f05144d8700] DEBUG - NetworkServiceBrowser: Parsing SSDP schema for http://192.168.1.11:9119/screen_sharing
Feb 21, 2020 20:46:09.584 [0x7f05144d8700] DEBUG - HTTP requesting GET http://192.168.1.11:9119/screen_sharing
Feb 21, 2020 20:46:09.590 [0x7f05144d8700] DEBUG - HTTP 200 response from GET http://192.168.1.11:9119/screen_sharing
Feb 21, 2020 20:46:09.590 [0x7f05144d8700] DEBUG - NetworkServiceBrowser: found 1 SSDP devices via http://192.168.1.11:9119/screen_sharing
Feb 21, 2020 20:46:09.590 [0x7f05144d8700] DEBUG - NetworkServiceBrowser: SSDP arrived: 192.168.1.11 ([TV] Samsung 7 Series (55))
Feb 21, 2020 20:47:05.929 [0x7f0515f85700] DEBUG - Sync: uploadStatus
Feb 21, 2020 20:47:11.166 [0x7f04eeb7d700] ERROR - getaddrinfo(172-17-0-1.abcdefghijklmnopqrstuvwxyz012345.plex.direct) failed: -5
Feb 21, 2020 20:47:11.166 [0x7f04eeb7d700] DEBUG - Network: 172-17-0-1.abcdefghijklmnopqrstuvwxyz012345.plex.direct failed to resolve to 172.17.0.1 but instead yielded ""
Feb 21, 2020 20:47:11.226 [0x7f04ee88f700] DEBUG - Request: [192.168.1.45:63347 (Allowed Network (Subnet))] GET /web/index.html (2 live) GZIP Signed-in
Feb 21, 2020 20:47:11.226 [0x7f04ee88f700] DEBUG - Final path: "/volume1/@appstore/Plex Media Server/Resources/Plug-ins-f342a5a43/WebClient.bundle/Contents/Resources/index.html"
--
Feb 21, 2020 21:00:17.777 [0x7f04ecb60700] DEBUG - Statistics: Flushing 2 expired bandwidth entries, 0 expired media entries.
Feb 21, 2020 21:02:11.447 [0x7f04ecb60700] DEBUG - Checking if time for scheduled update
Feb 21, 2020 21:02:20.649 [0x7f04ecb60700] DEBUG - NetworkServiceBrowser: PLAYER departed after not being seen for 182.006023 seconds: 127.0.0.1
Feb 21, 2020 21:03:11.598 [0x7f04dba23700] DEBUG - NetworkServiceBrowser: SSDP departed after not being seen for 21.999622 seconds: 192.168.1.11 ([TV] Samsung 7 Series (55))
Feb 21, 2020 21:06:59.603 [0x7f05144d8700] DEBUG - NetworkServiceBrowser: Parsing SSDP schema for http://192.168.1.11:9119/screen_sharing
Feb 21, 2020 21:06:59.603 [0x7f05144d8700] DEBUG - HTTP requesting GET http://192.168.1.11:9119/screen_sharing
Feb 21, 2020 21:06:59.605 [0x7f05144d8700] DEBUG - HTTP 200 response from GET http://192.168.1.11:9119/screen_sharing
Feb 21, 2020 21:06:59.605 [0x7f05144d8700] DEBUG - NetworkServiceBrowser: found 1 SSDP devices via http://192.168.1.11:9119/screen_sharing
Feb 21, 2020 21:06:59.605 [0x7f05144d8700] DEBUG - NetworkServiceBrowser: SSDP arrived: 192.168.1.11 ([TV] Samsung 7 Series (55))
Feb 21, 2020 21:07:11.447 [0x7f04dba23700] DEBUG - Checking if time for scheduled update
Feb 21, 2020 21:07:11.753 [0x7f05144d8700] DEBUG - NetworkServiceBrowser: Parsing SSDP schema for http://192.168.1.49:8008/ssdp/device-desc.xml
Feb 21, 2020 21:07:11.753 [0x7f05144d8700] DEBUG - HTTP requesting GET http://192.168.1.49:8008/ssdp/device-desc.xml
Feb 21, 2020 21:07:11.805 [0x7f05144d8700] DEBUG - HTTP 200 response from GET http://192.168.1.49:8008/ssdp/device-desc.xml
Feb 21, 2020 21:07:11.805 [0x7f05144d8700] DEBUG - NetworkServiceBrowser: found 1 SSDP devices via http://192.168.1.49:8008/ssdp/device-desc.xml

And obviously, full log in attachment, in case I didn’t cut it properly

From what I see there is an attempt to discover device, but still, I don’t care about discovery, it would be fine if application worked properly and let me open settings, I would just input IP myself (I do it on my PS4, because it also couldn’t discover it), but TV app is broken and doesn’t let me click anything.

Plex Media Server.log (8.8 MB)

12

Even after uninstalling the TV app, Turning TV off and back on, and then installing and linking, it does not find the server?

If it does not, can you please provide a photo of what the TV does show?

I will take it directly to the Web-TV team.

1 Like
13

After each of following:

  1. Reinstalling app
  2. Uninstalling app, turning TV off and on, installing app
  3. Resetting Smart Hub and installing app
  4. Factory Reset of TV and installing app

It’s stuck on this screen right after launching app (and as said, I can’t open setting, these buttons don’t even highlight), so I couldn’t log in.

IMG_20200221_224919
IMG_20200221_224919816×612 144 KB

Thank you for forwarding it to Web-TV team! I’ll be happy if they just fix problem with buttons so I can input server IP manually.

14

I just tried the same scenario and get the same exact screen as you and same with the button unavailability.

Frustrating to say the least.

15

So I can “check all the boxes”.

  1. Settings will not open
  2. You were not able to “link” it to your account ?

For a piece of technical data,
may I have the IP address of the TV and of the Plex server ?

16

I’ve done some testing here on my 2016, 2017, 2018, and 2019 devices, and none of them have the issue. Our QA never saw issues and Samsung’s QA never saw issues either during submissions. I’m quite at a loss at what the cause could be. Some questions to try help narrow this down:

  • Did this happen immediately after the app updated to 4.21?
  • Was the app already linked prior to the update, and working?
  • Do you have PiHole or something similar setup on the network?
  • Can you grab some device information? (Support -> Settings -> About this TV)
    • Model Code
    • Software Version
    • Anything under “Event Logs” that stand out? (scroll with arrow buttons, only on 2019 devices I believe)
  • What region are you in?

Thanks

1 Like
18

TV#1
Model #: UN65H7150AF
Software: 2210 (up to date per tv screen)
IP: 192.168.1.198

TV#2
Model #: UN55NU8000F
Software: 1290 (up to date per tv screen)
IP: 192.168.1.168

com.plexapp.system.log (171.8 KB) Plex DLNA Server.log (2.4 KB) Plex Media Server.2.log (1.5 MB) Plex Tuner Service.2.log (3.0 KB)

19

I’m having the same issue. It appears it can’t connect to the my account and the server anymore and the four buttons are not accessible with the remote.

This tv used to connect to a local address (shown on the screen) but I have since moved my server Outside of my network.

Everything was working fine up until today.

Here are a few details that might help:

  • the tv can’t connect to my remote server but other plex players can.
  • buttons are not accessible on the tv GUI
  • if I turn my old local server back on I can start the player, it connects but can’t access any content (spinning wheels on all the channels) and the user menu isn’t responding. Could be a version compatibility problem…
  • there is no way to wipe old connection information on my tv to try and connect to a plex account again: uninstall the app, reset the tv.

image
image816×612 108 KB

20

Welcome to the “Unfortunate” club. I worked on this today and actually deleted all the Plex apps on my TV’s and then reinstalled them. At the same time I deleted Plex from my server, reinstalled and reverted back to Plex Version 1.18.3.2111. All the TVs had the same exact response except one. The one actually began to allow me to enter the link code but then the code on the tv screen disappeared and would not allow me to refresh for a new link code. I am at a loss of what this could be but Plex is now 99% useless to me as I only used it on my TVs and a little on my iPhone (which still works perfectly).

21

It happened after my TV forced me to reinstall Plex app, due to some strange error that basically said my Plex app is no longer available and I need to remove it. So I had to download latest version (4.21) and then this problem with buttons. App was linked and working, for months up to this moment.

TV info:
Model Code: UE55NU7442
Software Version: T-KTM2DEUC-1290.4, BT - S (No updates available)
No Event Log
Region: Poland

There is nothing like PiHole in network, it’s simple setup with router that also acts as DHCP server. Server and TV are both connected to same switch.

If it helps with reproducing error: interface is broken (can’t highlight buttons) even when server is turned off, so you should be able to reproduce it by simply removing any Plex Servers from network.