Server Version#: 1.27.2.5929 (running on Shield)
Player Version#: 9.5.0.33736 (Shield)
I recently bought a Nvidia Shield TV Pro 2019 (9.1.0), all my files are on an external NAS which is mounted as a network storage on the Shield. I configured the PMS on the Shield and added my media libraries. No .MP4 files can be played in the Plex Client on the Shield (or any other client, web, android), I get the following message: “Something went wrong”. MKVs files are playing fine. Kodi which is also installed on the Shield has no problem playing MP4s.
I removed PMS, deleted it from my devices and reinstalled it but I still got the problem… Does anybody have an idea what is going on?
Sorry for the late answer, I was on holidays. With a MP4 file, I can’t even display information about the movie (and even less play it because I get an error before the play button is displayed). My father who also owns the same Nvidia Shield as me has no problem with MP4 files (but his PMS version is 1.25.x while mine is 1.27.x). shield-plex-client-network-logs.zip (173.9 KB)
The last video indicated in your log is an mkv file. Double check your file and see if it maybe is named mp4 by mistake and the file is actually an mkv file. Having the wrong extension can cause issues.
I’ve checked the type of the files with MediaInfo, one is “Matroska” and the other one is “MPEG-4 (Base Media)”. Like I said in my previous message, I can’t even start playing a MP4 file: when I click on the poster, I get a loading screen which fails after a few seconds (“Something went wrong”), so I don’t even have a play button to show. In the logs file, the relevant error is: “[PreplayViewModel] Error fetching preplay data”.
–UPDATE–
Something weird happened, yesterday, one of the MP4 files I couldn’t play worked, so I added another MP4 file, refreshed my library but this new file would give the same error (can’t see the movie details nor play it). I included the logs of my smartphone plex client. android-plex-client-network-logs.txt (279.2 KB)
This is getting really weird: as I said, I couldn’t play the new MP4 file I added to my library.
I didn’t even have a play button because the details screen couldn’t be displayed on an android client.
I used the webplayer (app.plex.tv) and there the details screen worked but pressing the play button did not do anything.
Then I tried again to open it from an android client, it didn’t work as usual (“Something went wrong” when loading the details screen).
I went back to the webplayer and all of a sudden the play button worked.
I went back to the android client and the details screen and play button were working too…
I don’t know if all the steps in this sequence of actions are relevant or not, but it seems that trying to open a file from different clients fixes the problem (or not, I don’t know, maybe it’s a coincidence). android-plex-network-logs2.txt (69.6 KB)
I added two new files to my library: one MKV + one MP4… I can play the MKV without any problem but the MP4 fails. I tried switching from web player to android player to see if that changes something but without luck… so I don’t know why/how, at some point, the MP4 files are “fixed” and can be played.
You have the option enabled to automatically adjust quality and subtitles enabled. There is a bug around this so turn off that setting. That should fix the video not playing issue. When you tried playing in Web, that may have de-selected the subtitle so the issue wouldn’t be seen.
For not being able to get to the preplay page, that is strange. I don’t see that in the logs even.
Have you tried reinstalling the app on both devices?
