Server Version#: 1.20.1.3252
Player Version#: Client Version 5.1.3, Platform Version 5
Hey there!
I got a friend who got some issues with the Plex Player on her Samsung TV (QE55Q60RAT)
When she tries to play some movies, she gets the error message:
Playback Error
The file associated with this item is not accessible by the server. Please verify that the file exists and the necessary drive is available
There seems to be correlation between filesize, and the movies who does not work.
I have checked the following to compare those who work and doesnt work:
Filesize (It seems to be a breakpoint around 2,9-3GB, where a file at 2,97GB does not play, but 2,93GB does play.
All of the movies above that breakpoint does NOT play, all movies below DOES play.
Also checked the following without any findings:
Filetype
Filename
Date added
HDR/non-HDR
Surround/non-Surround
Resolution
The files are all in the same directory.
They are accessable by everyone else on different devices.
When I watch the console and tick “Warning” and “Error”, there is nothing here that gets triggered other than this occasionally:
Unable to find client profile for device; platform=Tizen, platformVersion=5, device=19_MUSEM_QTV, model=QE55Q60RATXXC
Directory from server-side is:
H:\Plex\Film\Name Of the Movie (2020).mp4
I have already tried the following:
Refresh all metadata
Empty trash
Optimize Database
Clean bundles
Then after all of the above, a restart of the server, with the same result.
edit; Appears to be because of filesize, changed post to reflect this
Filesize shouldn’t be an issue; I play 30GB+ files all the time. Can you provide XML data of a file that works and another that doesn’t? There must be something else going on. Some logs would help track down the issue as well (turn on Log to Media Server from your settings first before reproducing the issue).
Yes, I agree… I’ve been playing filesizes above 30-40GB myself on different devices, it’s just this TV of people accessing my Plex .
In case it’s relevant it was last replicated around 18:30 17.09.2020
“Enable Plex Media Server debug logging” was enabled.
What is their remote quality set to? It’s default to 4Mbit, so maybe it’s trying to transcode but failing. The logs don’t contain the device logs, unfortunately. You’ll need to get your friend to turn on Log to Media Server from their TV to enable it, reproduce the issue, and then you can grab the logs after that.
Ok, so… The setting with max 4Mbit was the reason.
It’s a bit weird giving that error message though, isnt it possible for it to recognize the reason it cant play the file, instead of just reporting it’s missing?
And if server-side is set to never transcode, clients should autoplay at original size.
