We paid for the Plex Pass, but there is a bug in the iOS download function that has been unavailable. Many users reported that they encountered the same problem, and for several months, Plex did not solve this problem and did not actively give effective feedback.
Despite daily inquiries about the progress on the forum, there has been no response.
I try to believe that the majority of Plex employees are doing their due diligence, so ask your department to investigate and respond with:
A problem that many users are reporting, a problem that can be reproduced, why has it not been solved for several months? What is the current progress? Is there an estimated time to solve it?
I inquire about the progress on the forum every day, and have not received a positive response for several months, is there anyone responsible for this and improve the working methods?
Are there any channels for users to complain when Plex employees do not act?
The paid functions cannot be used for several months. This is caused by your software BUG. More importantly, Plex has not paid attention to and solved the problem. I hope you apologize to the users who have purchased the service but cannot use it normally.
I reported on 2022-2-27 that there is a loop download problem when PLEX downloads multiple items. In addition to this problem, even if the music album has been downloaded, the downloaded content will be automatically deleted after a period of time, that is It is said that the paid download function has serious bugs and cannot be used at all.
A lot of user feedback, they encountered the same problem.
In addition to the above problem, I also reported the problem that the music name is not displayed, and provided the steps to reproduce the problem, as well as all the information I can provide such as logs and screenshots.
Itās been almost 20 days since this question has been asked and Plex staff has been ignoring it without responding. Please Plex to see whatās going on? Thanks
Making a new post about the same thing does not make the issue easier to solve. If we had new info to provide you, or needed more info from you, then we would post in the topic asking for it.
When a user post says a variation of āthis is happening to me as wellā, or āthis is still happeningā it does not make it easier to solve and posting āWe have not found cause and solution to issueā repeatedly does nothing.
Might be helpful to clarify to the community whether the issue is that you canāt reproduce the same thing, or you donāt know what causes it to happen.
I do understand the reluctance to not nail down the above question because if the answer is you donāt know what causes it to happen that means you got a serious problem. This is been going on for way too long to not know at least what is causing it to happen even if you canāt fix it right now.
At this point the experience with downloads is just as bad as Plex sync ever was.
Are you serious your last response date on the initial post is more than 26 days old, instead of you full of a second post why not do something constructive like tell us where the project is at, have you started working on it, found where the problem is and when will we have the beginning of a solution
I beg to differ. Posting periodic messages, even if to say āStill havenāt found the root causeā does do something. It indicates to the followers of the message that the issue has not fallen off the plate and that you are still aware of it. Of course, donāt post the same message each and every time as that smacks of an automated message. Post things like, āStill havenāt found the root causeā, āMaking some progress - will keep you updatedā, āthought we found the bug but instead found a few more corner cases weād like to nailā, etc. That does something for the people watching the issue.
This is a complaint about inaction by a Plex employee, not a repost of the same content.
The fact that the complaint is based on: The problem that the user has reported for several months has not been resolved, and even the necessary communication and explanation are few. It should be noted that many users have reported the same problem, and I can reproduce the problem.
BigWheel insists thereās nothing wrong with handling this, well, weāre not trying to convince anyone. We just want to have a fact-based discussion and see how Plex can improve the problem-solving process.
the first post in this topic is literally links to multiple posts from the same topic. If we had an update we would provide it. I would love for issues to be solved quickly, I would love to know causes of issue as quickly as possible and would communicate that if we figured out cause even if not found a solution. and if a solution was found even if not implemented yet for whatever reason that it might be we would tell you that as well.
I am more than happy to post āsorry we have not found issue/solution yetā every time someone pings me but without anything new to share it is going to just end up looking like an automated reply after a time basically repeating the same thing and folks will again be mad we are not giving you more info.
I know we miss topics which like the one the OP mentioned about the track titles in Chinese not showing up in iOS. But is a case of missing it in the many new topics we get in a day, not because we saw it and are choosing to actively ignore it like is intimatedā¦
Actually, I addressed this in my comment. Specifically you donāt post the SAME text every time because that gives the impression that itās a bot. Rather, as a human, you post a unique wording that may convey a similar meaning but gives the impression that thereās a real human behind the post who is thinking/working on the problem. And if you feel that the problem has had no real movement and you feel itās busy work to make up a new, human-like response that really imparts no additional information then that is an indication to you and all of us that not enough resources are being dedicated to fixing the problem. IOW either fix it or determine that you will not fix it and close the issue as āWonāt Fixā. Or perhaps schedule it for the next major release and tell us about the release along with some indication of when that release may come to pass. We are human here too and if you say something like āThis problem is bigger than we thought so we are scheduling this for the next release, hopefully, end of summerā we will not pester you about it.
BTW, donāt kid yourself - people are not mad at you for not giving us more information - people are mad at you for not fixing the problem for if you fix the problem we have no desire for āmore informationā. And if you canāt give more information about the progress being made on the problem then that is a direct indication that little to no progress is being done to fix it.
None of this is rocket science. Itās all just regular software development and communication.
I think the big source of consternation here is the fact that Plex sync was always a big pain in the ass that didnāt work right and it was abandoned for something that was going to work better but I swear the same issue existed in Plex sync.
I admit having trouble understanding a bug that has been worrying for months does not seem to be a priority, it makes sense to work on another project but this concern was not there before.
Why itās not a priority, I bought Plex with this option
Why not bring back the old download system?
It was still available to have the 2
Itās only in the computer industry that we see that we remove something and we have to deal with it
Well if nothing is posted as to the progress of looking for a solution to a bug for months on end what else are we to assume? Seriously! I donāt know about you but my mind-reading skills still suck! Communication is the key and for the life of me, I cannot understand why you seem to be arguing about not communicating statusā¦
Again if there was something new to communicate or ask of you we would. Else we are just going to repeat the exact same thing that was previously said, which boils down to, we are looking into it, and you wonāt believe us and will make any assumptions you want.
TL;DR; We know you are looking into it. Weāre asking for a status update. Sometimes the mere act of having to report your progress or lack thereof is enough motivation to move forward on an issue.
If there was really nothing new to communicate then that would have to be because nothing new was done, attempted, or tried because at a minimum you could report the work that you had been doing to replicate or solve the problem. If you canāt communicate that, you are not trying to solve the problem or simply refusing to share your progress on solving the problem. And if that persists for weeks and months then it is definitely safe to assume that nothing is being done. Which way would you want to be perceived?
Look at it this way - if your boss assigned you this bug and you went for weeks or months not reporting any status to him, if heās a decent boss he would require some sort of status update. At least thatās how itās always been for me in the 40 some odd years Iāve been in this business. YMMV.
And no, we are not your boss in the strict sense. With your boss, it may be required for continued employment but from your customers, status updates are highly desirable and can cause customers to find more communicative businesses to deal with.
Generally speaking (this particular bug isnāt something Iām invested in, so Iām speaking broadly here): even though this is not an open-source application, it would go a long way towards us feeling like weāre being heard if there were a public-facing bug tracker that gets updated periodically and where issues can be followed easily. Maybe this could be something that is initially open to e.g. some subset of beta users or something like that, like a kind of āinsider programā, before being open more broadly. I donāt doubt that Plex does in fact try to solve reported issues, but right now, which ones are prioritized and what might be blocking progress is totally inscrutable: if youāre lucky, you might find a stray comment in one of these threads, but more likely we eventually get told itās fixed, or we have nothing.
Iād like to add that Iām not necessarily trying to pick on @BigWheel individually though he does seem to have the attitude of āYouāll know when Iām good and ready to tell youā but rather the process in general and how itās implemented and communicated here. Iāve asked for podcasts to support FF/REW several times that are configurable as podcasts are not listened to in a similar manner as music. Others asked too. Months went by without a word. Granted this was an enhancement request and not a bug but feedback to your customers is critical, yet none was done. And feedback for bugs seems to be treated in a similar manner. The result? Plex dropped support for podcasts entirely. Thanks, Plex! You coulda become a contender! I felt ignored.
People requested the ability to type a simple "fā for fullscreen in the web app like most video players already do instead of having to remember that with Plex itās different and I need to type ā\ā. Not a biggie and a change that would take literally about 5 minutes to implement. However, it was requested about 4 years ago! Now Iām not exactly sure when it was implemented but as of a year ago, it was not. 3 or 4 years to implement a 5-minute fix is just ridiculous.
It is clear from the litany of posts cataloged by the OP that there is clearly an issue here, that many people have experienced it, and that feedback on the progress of the bug has been few and far between. And Plexās response seems to deafly state, youāll know when we know and until that be quiet. It doesnāt affect me as Iām not an iPerson and donāt use IOS but I was struck by the pretty deaf response so I decided to comment.
Ignore your customerās wishes and desires and they may simply go away.
We now return you to your regularly scheduled ābitchfestā, already in progressā¦
