Certain Series will not play on Xbox One only

Plex Players Gaming Consoles
1

I have 2 series that will not play on my Xbox One. These same videos will play on the ios app, android app and mac web interface.
Both series have files that are .mkv but I have other series that are .mkv that play perfectly on the xbox one.
Both series were recognized correctly by the server for metadata.
Not really sure where to start to fix this being as it seems to be an xbox one app problem and not server side.
Any ideas?

2

Interesting. Could you post server logs containing a failed playback attempt?

3

I will happily do that, just not sure how. Where do I find the server logs?

4

This should help https://support.plex.tv/hc/en-us/articles/200250417-Plex-Media-Server-Log-Files

5

I found the log (Thank you for the article) and then tried to open the video on the xbox one so that it would be easy to find the timestamp of the failure. I believe this is the part of the log (I have no idea what I am reading though…just see the error at the right timestamp).

Oct 14, 2015 21:15:34:155 [4308] DEBUG - Photo transcoder: Request for url [127.0.0.1:32400/library/metadata/2312/thumb/1444023400?X-Plex-Token=xxxxxxxxxxxxxxxxxxxx] (is local: 1 upscaled: 0)
Oct 14, 2015 21:15:34:155 [4308] DEBUG - Content-Length of C:\Users\HikaroServer\AppData\Local\Plex Media Server\Cache\PhotoTranscoder\d4\d40be9094c391e94fe40fb02e091babdfa3a518c.jpg is 21575.
Oct 14, 2015 21:15:34:155 [2828] DEBUG - Completed: [10.0.1.67:53988] GET /photo/:/transcode?url=http%3A%2F%2F127.0.0.1%3A32400%2Flibrary%2Fmetadata%2F2312%2Fthumb%2F1444023400%3FX-Plex-Token%3Dxxxxxxxxxxxxxxxxxxxx&width=210&height=316 (19 live) TLS GZIP 1ms 21575 bytes 200 (pipelined: 50)
Oct 14, 2015 21:15:34:155 [3280] DEBUG - Request: [10.0.1.67:53988] GET /photo/:/transcode?url=http%3A%2F%2F127.0.0.1%3A32400%2Flibrary%2Fmetadata%2F1557%2Fthumb%2F1444023709%3FX-Plex-Token%3Dxxxxxxxxxxxxxxxxxxxx&width=210&height=316&X-Plex-Token=xxxxxxxxxxxxxxxxxxxx (19 live) TLS GZIP
Oct 14, 2015 21:15:34:155 [3280] DEBUG - Auth: We found auth token (xxxxxxxxxxxxxxxxxxxx), enabling token-based authentication.
Oct 14, 2015 21:15:34:155 [3280] DEBUG - Auth: Came in with a super-token, authorization succeeded.
Oct 14, 2015 21:15:34:155 [3280] DEBUG - Photo transcoder: Request for url [127.0.0.1:32400/library/metadata/1557/thumb/1444023709?X-Plex-Token=xxxxxxxxxxxxxxxxxxxx] (is local: 1 upscaled: 0)
Oct 14, 2015 21:15:34:155 [3280] DEBUG - Content-Length of C:\Users\HikaroServer\AppData\Local\Plex Media Server\Cache\PhotoTranscoder\37\37157c0fc4c16a0a678aaa6ca2ad215f7ef4544f.jpg is 26256.
Oct 14, 2015 21:15:34:155 [2828] DEBUG - Completed: [10.0.1.67:53988] GET /photo/:/transcode?url=http%3A%2F%2F127.0.0.1%3A32400%2Flibrary%2Fmetadata%2F1557%2Fthumb%2F1444023709%3FX-Plex-Token%3Dxxxxxxxxxxxxxxxxxxxx&width=210&height=316 (19 live) TLS GZIP 2ms 26256 bytes 200 (pipelined: 51)
Oct 14, 2015 21:15:35:762 [2828] ERROR - Error writing media: 10054 - An existing connection was forcibly closed by the remote host
Oct 14, 2015 21:15:35:762 [2828] DEBUG - Completed: [10.0.1.67:53986] GET /library/parts/10642/file.mkv (19 live) TLS GZIP 40065ms 101220352 bytes 200 (pipelined: 2)

*Post edited for correct information

6

Right, it seems the Xbox One app is trying to direct play the file. If you disable direct play or direct stream does the file play back?

7

Where is that option? I am poking around and I am not finding it

8

If you press the app menu button and go to settings, you’ll find the option to disable those in the advanced settings section.

9

You sir are a genius :slight_smile: thanks!

10

Good to know. You probably don’t want to force a transcode on everything you watch though. We’re working on improvements around this area though.