Can't load EPG - Unable to fetch Guide settings

Live TV & DVR
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Server Version#: 1.18.9.2578
Player Version#: n/a
Tuner Make/Model: HDHomerun Quattro
Guide/Lineup name: UK Freeview (postcode LS17)
Using XMLTV?: No
Channel number/Name: All

My guide had started showing no info for channels on my synology nas plex media server.
I decided to totally remove plex and try install it again.

Now I can’t get past entering a postcode for the guide. I’d usually just put in the first part of my postcode and get a guide, but now any UK postcode just returns the error " Unable to fetch Guide settings" I’m not sure how to progress. Any ideas?

edit
Just come across another post where other users are also using three mobile broadband as their provider which I also am and they are also having this issue… :frowning:

2

Would need server logs to see if there are network errors / internet requests failing

See

So please ensure debug logging enabled
restart the Plex Media Server
And repeat the test and get a screenshot and the server logs

3

Plex Media Server Logs_2020-04-13_15-04-55.zip (4.5 MB)

Here’s the server logs when it failed. 15:03 approx in the logs.

5

ok this is a three broadband provider issue (as trying another provider it worked)

Anyone know what server call / port etc is used to get this data (so I can inform my broadband provider). Searching by postcode to set up the DVR seems blocked as does any tv guide update?

6

I do recall seeing references to “Three” recently but can’t find the post

The url is https://epg.provider.plex.tv

7

Perfect thanks, I get a 429 (too many requests) so I guess it’s something to do with how they are managing requests.

8

There was no evidence of many requests in your logs.
may be the 429 is new issue because of repeated attempts to use the url

The requests go to Cloudflare and may be it is coming back from them - is your WAN IP Address shared with others ? Do you have many systems?

Generally with 429s, stopping for an hour should clear it

9

Remote access via three mobile on iOS is hideous. What’s up with that?

10

Hi Andrew - did you get a resolution on this, I have the same setup as you including 3 mobile broadband and am experiencing same problem in fetching guide settings, although problem has only manifested in last few days, following two PMS updates?

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Hi. I’m having the same issue. Three home broadband, I get as far as entering the post code and then nothing happens until I get the message “Unable to fetch guide settings.” Has this been resolved for anyone?

12

Have you or anyone else contacted Three tech support

I have just posted this Postcode not working in Live TV and DVR setup - #17 by sa2000

need to talk to someone technical in Three customer service and they need to investigate

The requests go to this domain https://epg.provider.plex.tv

13

I’ve contacted Three now, but they aren’t yet able to sort anything out. I gave them this domain “https://epg.provider.plex.tv”, but that didn’t seem to help.

14

They would need to do a traceroute - also see if they are blocking specific url’s

The actual url’s that timeout would be in the server logs

15

Are the server logs something Three has? or are they something I need to access on my end?

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You can look for the Plex Media Server.log and search it for that url and see which requests time out

https://support.plex.tv/articles/201643703-reporting-issues-with-plex-media-server/

https://support.plex.tv/articles/200250417-plex-media-server-log-files/

17

It finally loaded the local epg (took about 30 minutes once it started), but then after locating the epg for Scotland, it said it was unable to load channels now, so now I’m back at square one and it’s giving me the message that it can’t fetch the guide.

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I’m trying start a new post so that I can upload my log, but I don’t see how I can start a new post.

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