"Couldn’t retrieve the play queue for this item. Please try again." error playing videos files in Photos library

Plex Players Mobile Devices
1

Server Version#: 1.20.4.3517
Player Version#: 7.9

If I try to play any video file in my Photos library on my iPhone or iPad, I get a “Couldn’t retrieve the play queue for this item. Please try again.” error. All types of videos files do this (720p, 1080p, 4k, HDR, MKV, MOV, MP4, anything).

If I load a picture in the folder first, swipe to the video, then play it, it plays fine.

Videos in other folders work fine like in Movies, Other Views, TV Shows. This only happens in the Photos library.

I tried this on an old iPad that’s running version 6.6 and it’s working fine. So it leads me to believe that one of the updates after 6.6 broke this somehow. My new iPad running the latest version doesn’t work with the same error above.

There was some suggestions to try and change the network security to disabled and that didn’t fix the problem.

Anyone know what’s going on?

(File removed)

2

I’ve got the same exact issue. However, I am only noticing this issue when trying to play the video through an album I’ve added it to. If I go to timeline view and then click the video it opens fine.

@decko999 is this true for you as well?

3

Timeline view doesn’t work at all. That’s another issue lots of people are having. It’s freezing and crashing when using timeline view.

4

Exact same problem here. I created an album with a mix of photos and videos (most of them taken with an iphone), it seems that I can play the video through the timeline but not the library like you said. The photos are displaying at both locations.

I tried my other libraries, everything seems to be working fine.

5

Same here. It fails on both iPad and Apple TV. I have tested that videos inside Photo library only fails when inside a folder. Hope someone fix it.

6

Having same problem for two months now. Hope someone will fix this soon.

7

I’m experiencing the same issue when playing videos from the Photo Gallery on both of my iPads. It works fine on my Android phone and Shield TV’s.

Server version: 1.21.3.4014-58bd20c02
iPad version: 7.12

8

same with my Apple TV. really annoying, I guess we will have to wait for a fix

9

Same issue here. Not sure when this stopped working, but definitely not working with the latest version of IOS app and media server.

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