[Cloud Sync] ACD Support removed, last working build is 1.1.3.2700

Plex Media Server Plex Pass Betas
21

Nope, can’t do anything with the location of the topic.

Going to try downgrading again, but this time to 1.1.3.
Here’s a link to that one since there is no publicly available archive since they changed around the site despite the files still being hosted in their normal locations:
https://downloads.plex.tv/plex-media-server/1.1.3.2700-6f64a8d/Plex-Media-Server-1.1.3.2700-6f64a8d-en-US.exe

For anyone finding this post: best to use 1.1.4:
https://downloads.plex.tv/plex-media-server/1.1.4.2757-24ffd60/Plex-Media-Server-1.1.4.2757-24ffd60-en-US.exe

Here’s what I do when I downgrade Plex:

  • First make sure auto-updates are off to not accidentally update back to the latest one

  • Exit Plex

  • Rename / Move the “Plex Media Server” in your AppData folder to make sure the uninstaller doesn’t remove it
    (Default: C:\Users\USERNAME\AppData\Local\Plex Media Server)

  • Export the registry data from here:
    Computer\HKEY_CURRENT_USER\Software\Plex, Inc\Plex Media Server
    More information here: https://support.plex.tv/hc/en-us/articles/201370363-Move-an-Install-to-Another-System

  • Fully uninstall Plex from your PC

  • Run the installer for whatever version you choose, but DO NOT hit “Launch” when it is finished

  • Make sure the “Plex Media Server” folder is back to where it should be

  • Double click on your exported registry data (like if it was an EXE) which will import it back into your registry

  • Now launch Plex and everything should be back to how they should be, just on a different version

22

I wonder if anyone from Plex will actually post in here with some kind of a status update about this issue. Posting logs doesn’t amount to much when no one looks at them.

23

Day 26 of Cloud Sync agony. I continue to get the same error messages. Happy to post complete logs…if anyone plans on looking at them. This issue is brutal!

DEBUG - CloudSync: Upload failure response body: {"logref":"f61b5b44-9ec6-11e6-9324-a31378a12d46","message":"Rate exceeded","code":""}
DEBUG - CloudSync: Retrying after failed upload. Retry count is now 3
24

Sorry, still no update. We are continuing to work with Amazon to get this resolved.

25

@MovieFan.Plex said:
Sorry, still no update. We are continuing to work with Amazon to get this resolved.

Alright, just keep us informed as the worst part when having an issue like this is not knowing what’s going on.

26

@MovieFan.Plex said:
Sorry, still no update. We are continuing to work with Amazon to get this resolved.

Just to let you know, the latest builds for PMS still are unable to upload at all, this is a different issue from the one that affects all builds. Any build since the introduction of the “Streaming Brain” will not upload anything (at least to Amazon). Builds prior to that will at least upload and sync some content.

Last build to upload some content was 1.1.4.2757.
The logs attached to this post are from 1.2.7.2987 with uploads consistently failing.

27

@MovieFan.Plex said:
Sorry, still no update. We are continuing to work with Amazon to get this resolved.

Any updates in the last week? It’s been over a month since Plex could successfully upload to Amazon.

28

Still no update available. Just to be clear, the problem is not with PMS, but with the backend communication to ACD. A PMS update will not fix this. We are working with Amazon to get this resolved, and when it is, the uploads will just start working, no need for a PMS update. Well, unless the fix is a different method of communication. Either way, once we have a fix, I will provide an update in this thread.

29

@MovieFan.Plex said:
Still no update available. Just to be clear, the problem is not with PMS, but with the backend communication to ACD. A PMS update will not fix this. We are working with Amazon to get this resolved, and when it is, the uploads will just start working, no need for a PMS update. Well, unless the fix is a different method of communication. Either way, once we have a fix, I will provide an update in this thread.

The one issue with nothing uploading at all seems more build specific just with how downgrading to the build before the “Streaming Brain” fixes that for the most part.

The other issue where only a small fraction uploads is not specific to any build though.

…then there’s the third issue separate from all of that where Roku 3s don’t want to play any content from Cloud Sync. Repeated message of not supporting transcoding when it worked fine 6 months ago.

30

@xSean said:
The one issue with nothing uploading at all seems more build specific just with how downgrading to the build before the “Streaming Brain” fixes that for the most part.

The other issue where only a small fraction uploads is not specific to any build though.
Not uploading is not an “all the time” issue. Sometimes it works, sometimes it doesn’t. It’s possible your downgrading is coincidental. There are a few changes in recent versions but the differences are minimal so any improvements from downgrading would also be minimal and more likely coincidental.
…then there’s the third issue separate from all of that where Roku 3s don’t want to play any content from Cloud Sync. Repeated message of not supporting transcoding when it worked fine 6 months ago.
It has never been able to transcode when playing from Cloud Sync. It is possible that the changes that came with Streaming Brain has caused PMS to think the video needs more bandwidth then before so if you have your Roku bitrate setting to something other than Original, PMS may think it needs to be transcoded. Please raise a new thread with details and your Roku and server logs so we can look into this.

31

@MovieFan.Plex said:

@xSean said:
The one issue with nothing uploading at all seems more build specific just with how downgrading to the build before the “Streaming Brain” fixes that for the most part.

The other issue where only a small fraction uploads is not specific to any build though.
Not uploading is not an “all the time” issue. Sometimes it works, sometimes it doesn’t. It’s possible your downgrading is coincidental. There are a few changes in recent versions but the differences are minimal so any improvements from downgrading would also be minimal and more likely coincidental.
…then there’s the third issue separate from all of that where Roku 3s don’t want to play any content from Cloud Sync. Repeated message of not supporting transcoding when it worked fine 6 months ago.
It has never been able to transcode when playing from Cloud Sync. It is possible that the changes that came with Streaming Brain has caused PMS to think the video needs more bandwidth then before so if you have your Roku bitrate setting to something other than Original, PMS may think it needs to be transcoded. Please raise a new thread with details and your Roku and server logs so we can look into this.

It really isn’t coincidental.
I’ve tried numerous times with any build post-Streaming Brain and left it to try and upload for several days and nothing even attempts to upload.
I’ll watch it from the status page and it never attempts to upload, not even hitting 1%.

This is different behavior from builds prior to the Streaming Brain.

With those builds, the main issue is that it isn’t syncing uploaded content.
It is actually uploading 95% of all the content it attempts to (by checking Amazon Drive itself), but it is only syncing a small fraction of it and will upload many duplicates that it also may not sync with.

I’ve downloaded those files from my drive and they play perfectly.

So where pre-Streaming Brain builds will not sync with most content, post-Streaming Brain will not upload ANYTHING at all.
Two completely different and consistent behaviors.
I’ve been detailing everything since the end of September, so this isn’t just something that I’ve only just noticed within a handful of days, but something I’ve been able to consistently reproduce by switching to specific builds.

With the Roku, also tried Direct Play, but just can’t get anything to play at all from the Cloud anymore, but I think that is more with a system update that they did to it as the content plays from all other devices.

32

I’ve observed the same behavior as @xSean. When using versions 1.1.3 and 1.1.4 upload attempts occur, some never reach Amazon, some reach amazon but aren’t recognized by Plex, and then maybe 10% of time they successfully upload and get recognized by Plex.

When using 1.2.2 and 1.2.3 nothing ever attempted to uploaded. Over the course of 2 weeks I added/removed sync content to try and jump start an upload. No luck.

Downgraded back to 1.1.3 and immediately saw upload attempts again.
Hopefully these observations from the field can help the devs.

33

@MovieFan.Plex said:
Still no update available. Just to be clear, the problem is not with PMS, but with the backend communication to ACD. A PMS update will not fix this. We are working with Amazon to get this resolved, and when it is, the uploads will just start working, no need for a PMS update. Well, unless the fix is a different method of communication. Either way, once we have a fix, I will provide an update in this thread.

I was wondering if you could go into a little more detail about what this back-end problem is? I know that it may go a little more into the technical side, but I also doubt that I’m alone in wanting to know more about this issue. I know that one of the reasons I got Amazon Cloud Drive is to use it with Cloud Sync and I’m a bit upset that it stopped working, though I understand these things happen.

I’d just like more detail on what the actual problem is coming down to?

34

I’m sorry but I cannot go into details, but basically when PMS tries to upload files to ACD, sometimes it works sometimes it doesn’t. This is why it doesn’t affect some people or it will randomly work then not work, then work, then not work again. This issue is only related to uploading to ACD, which impacts both the new Plex Cloud Beta program and Cloud Sync. If you Cloud Sync to another provider like Google, you will not have this issue.

35

@MovieFan.Plex said:
I’m sorry but I cannot go into details, but basically when PMS tries to upload files to ACD, sometimes it works sometimes it doesn’t. This is why it doesn’t affect some people or it will randomly work then not work, then work, then not work again. This issue is only related to uploading to ACD, which impacts both the new Plex Cloud Beta program and Cloud Sync. If you Cloud Sync to another provider like Google, you will not have this issue.

That isn’t the case though.

Builds post-Streaming Brain = no uploading at all.
Builds pre-Streaming Brain = Sporadic Uploads.

Like I’ve now said numerous times, this issue is easy to reproduce and behaves in a consistent manner.

I have tested this issue throughout this past month and repeatedly upgraded and downgraded to be thorough.
I have NEVER had it upload when on a build post-Streaming Brain. It will always hit 1% then simply stop.

All builds before the Streaming Brain will always go through 1 to 100% normally, but won’t always sync. Duplicates of files not synced can be found on the Amazon Drive.

Again, post-Streaming Brain will not UPLOAD at all, and nothing will be added to the drive.

Pre-Streaming Brain has a completely different behavior and will actually upload the content, but just not sync with it.

This is always the case and has a 100% rate of reproduction.

@TitanShadow said:

@MovieFan.Plex said:
Still no update available. Just to be clear, the problem is not with PMS, but with the backend communication to ACD. A PMS update will not fix this. We are working with Amazon to get this resolved, and when it is, the uploads will just start working, no need for a PMS update. Well, unless the fix is a different method of communication. Either way, once we have a fix, I will provide an update in this thread.

I was wondering if you could go into a little more detail about what this back-end problem is? I know that it may go a little more into the technical side, but I also doubt that I’m alone in wanting to know more about this issue. I know that one of the reasons I got Amazon Cloud Drive is to use it with Cloud Sync and I’m a bit upset that it stopped working, though I understand these things happen.

I’d just like more detail on what the actual problem is coming down to?

Take a look at this post and try downgrading, you will most likely start seeing some uploading then. Having some content upload is at least better than nothing.

36

It is possible that the symptoms are slightly different on older versions of PMS, but the cause is the same. It is also possible there may be other issues but until the main issue with ACD is resolved, it will be hard to track down these other issues. Please be patient and allow the team time to get this resolved. Once it is, and if there are still issues, we can definitely take a look then.

37

@MovieFan.Plex said:
I’m sorry but I cannot go into details, but basically when PMS tries to upload files to ACD, sometimes it works sometimes it doesn’t. This is why it doesn’t affect some people or it will randomly work then not work, then work, then not work again. This issue is only related to uploading to ACD, which impacts both the new Plex Cloud Beta program and Cloud Sync. If you Cloud Sync to another provider like Google, you will not have this issue.

What is this Plex Cloud Beta program? I have heard about this in places, but found nothing to explain what it is.

38

@xSean said:

@MovieFan.Plex said:
I’m sorry but I cannot go into details, but basically when PMS tries to upload files to ACD, sometimes it works sometimes it doesn’t. This is why it doesn’t affect some people or it will randomly work then not work, then work, then not work again. This issue is only related to uploading to ACD, which impacts both the new Plex Cloud Beta program and Cloud Sync. If you Cloud Sync to another provider like Google, you will not have this issue.

That isn’t the case though.

Builds post-Streaming Brain = no uploading at all.
Builds pre-Streaming Brain = Sporadic Uploads.

There is not a problem with the “Streaming Brain” for me, I tried to downgrade.

Obviously what the tech is saying here isn’t that your issue isn’t going on but that your issue is not the consistent issue with people. How many different systems and configurations have you tested this on? Just your computer? How many account configurations, just yours? I did try to downgrade but found that it didn’t help. The video files did upload to Amazon Cloud Drive, but never appeared in the drive.

I personally think this has something to do with the new Amazon Cloud Drive interface for Prime Photos.

39

@MovieFan.Plex said:
It is possible that the symptoms are slightly different on older versions of PMS, but the cause is the same. It is also possible there may be other issues but until the main issue with ACD is resolved, it will be hard to track down these other issues. Please be patient and allow the team time to get this resolved. Once it is, and if there are still issues, we can definitely take a look then.

I don’t mind being patient, it is just frustrating. I am mobile a lot and my home ISP does not provide a lot of upload bandwidth making streaming from my home server impossible. It is just TV and movies, so it isn’t life and death of course. Just I’ve been a loyal customer of Plex with Plex Pass since before cloud sync was released and it is disheartening to try to us what is, for me, the seminal feature to be released in the last year or two for Cloud Sync.

40

Hi, thanks for all the info. I’ll take a proper look at the logs for both 1.1.4 and 1.2.7 shortly.

However, most of the above snippets do indicate the root cause is Amazon rate limiting (we are working hard to remedy this). It may be that 1.2.X builds of PMS are more sensitive to the rate limit, so Ill check that too.

Have you checked other providers? Are they able to sync in 1.2.X?