All of my content is visible. But when I click PLAY, the app starts looking for a trailer…and nothing happens. I cannot see either trailers nor films. That is happening with the app (I use it on Apple TV) but it also happens on my computer. Please, help me. Thanks a lot.
Are you using cinema trailers (online extras provided through Plex) or local ones (local extras tagged as trailers)?
Sounds like it’s the first and there might be a network issue preventing your server from connecting to the online video… e.g., DNS rebind protection, some blocked ports / unresolved domains in your network setup or based on your ISP.
Hi, thanks for you answer. I have paid my subscription to Plex. External trailers disappeared years ago, and I was never able to get them back, and I read here a lot of people saying the same. Now I cannot see neither my trailers or my films. Only the wheel turning without “finding” änything.
Same here, it’s not been working for at least 48 hours. I turned off the extras. This stopped the incessant orange 
eternity circle and allowed me to go straight to the movie. Somethings wrong with Plex’s homebase server. It’s delivering the name of the extra, but it’s not loading the video. I hope they fix it real soon. If any Plex people are reading this, please fix this. Thank you
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Sorry… I cannot reproduce this. Trailers from extrass, the trailer button and as pre-movie trailer seem to be working fine for me.
The same happens to me…thanks for your comment.
lucky you! But I am experiencing this since yesterday.
Server Version#: 1.40.1.8227
Player Version#: 8.34
Apr 10, 2024 21:08:29.403 [139647323745080] ERROR - [Req#13089/Transcode/69AA59D2-3D3E-4023-B9EF-8FDFE4C5C1CF/92e228ab-502c-4a76-a97f-1b601073c932] http://127.0.0.1:32400/services/iva/assets/703881/video.mp4?fmt=4&bitrate=5000&X-Plex-Token=xxxxxxxxxxxxxxxxxxxx: Server returned 5XX Server Error reply
Apr 10, 2024 21:08:34.610 [139647273413432] WARN - [Req#13130/Transcode] Got a request to stop a transcode session without a valid session GUID.
If I restart PMS it will work a few times and then stop.
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I have the same issue
I get a message saying something about the transcoder. I can resume watching a film, but not seeing trailers and a film from the beginning. Can someone please help me? Thanks a lot.
What exact error message do you get?
Imagine you’re going to your car repair shop and tell them „there’s been a red light blinking on my dashboard“ — there‘s lots of possible warnings/errors involving the transcoder… 
I also have this issue. Have had to mitigate by turning cinema trailers off (one of my favourite features!)
Add me to the list. Been running this server (win 10) for years without issue. Been driving me nuts all day trying to figure it out. Hope it’s sorted out quickly!
Thanks for reporting, I will let the team know.
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Hello. Thanks for you reply. I didn’t copy the message because it doesn’t always appear. Again, what it happens is that I click play to see a movie, Plex chooses a first trailer, shows me an image and a sign showing which movie was chosen as a trailer, and then the wheel starts moving non stop. I cannot go on from that. I am doing that now, and the transcoder message doesnt appear, and nothing plays.
Server Version#: 1.40.2.8351
Player Version#: All
Recently I can no longer successfully play trailers that are listed in Plex on any title. I have tried on the Plex App for Windows, Shield, Roku and the Chrome web version.
In the Plex app and Web I get this:
On Roku Ultra I get this:
This is recent for me and when I searched for trailer issues I didn’t see anything in the forum newer than last year. Anything I can try to resolve this? I have rebooted multiple times.
TIA
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Ah, the pre-roll trailers. On a hunch, do you own your server, or is this someone else’s? If yours, try disabling pre-roll trailers temporarily.
This is the image I get.t
Trailers: they belong to Plex, from the movies I own in my server. I don’t store trailers. I paid for the trailers of upcoming films. I haven’t been able to find them for years. I have read other people complain here but no one received an answer about that.
Thanks for your kind help.
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@barbaro62 Where country are you located? What version of the server are you running.
There was a recent change in the sever since previously when set to non english would not get many since so many are only available in english There may be some sort of issue still with it.
NEW:
- (Extras) New preference for Cinema Trailers to always include English language trailers when account audio language is not set to English (PM-620).
If you are willing to share you server logs and the apple tv logs it would be appreciated,
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Hello. Thank you for your answer.
Uploading: Plex Media Server Logs_2024-04-12_16-56-26.zip…
Does this help?
