Can't play MP4 from plex server

Plex Media Server Desktops & Laptops
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Server Version#: 1.13.5.5332
Player Version#:

I can’t play MP4’s from my plex server. What can I do to trouble shoot this?

The only suspicious log lines I see are similar to this:

Sep 07, 2018 12:56:42.277 [0x7f44393fd700] DEBUG - Audio Stream: 118, Subtitle Stream: -1
Sep 07, 2018 12:56:42.274 [0x7f443e7ff700] DEBUG - We’re going to try to auto-select an audio stream for account 1.
Sep 07, 2018 12:56:42.279 [0x7f443e7ff700] DEBUG - Selecting best audio stream for part ID 48 (autoselect: 0 language: en)
Sep 07, 2018 12:56:42.279 [0x7f443e7ff700] DEBUG - Audio Stream: 112, Subtitle Stream: -1

This happens with Roku and Plex windows player.

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Are you getting some specific error message in the player? does the Web player in browser work?

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The error I get when trying to play is:

Please check that the file exists and the necessary drive is mounted.

I know the files are there, and I can play them with windows “movies and tv” player and VLC.

4

In the web app when you “get info” for one of the items does it say unavailable? is it the right path ( including drive letter if your server is on Windows)?

5

Click on the movie and see if Plex tells you UNAVAILABLE or not.

It sounds like plex can’t access the file.

6

They do show unavailable. Other files play fine our of the same share and directory and I can play these same files from vlc. I also verified the permissions, and all are set at -rwxr-xr-x.

I also sometimes get a “playback has stopped due to multiple playback errors. please check your connection and try again,” message
.

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