That seems to confirm the issue is on the client side. I’ve tried different versions of the server via Docker and it makes no difference.
@BigWheel - do you have enough details on what is causing this issue? This is still a problem on all my devices (two iPhones, Apple TV, and NVIDIA Shield).
I am having the exact same issue.
I created a “Photos and Videos” library of type “Photos”. In it, I have added both pictures and videos.
I keep getting the same error “Couldn’t retrieve the play queue for this item” when I try to play the videos from my iPad or my Apple TV, or via the web player on the server.
I’m running PMS (version: 1.21.0.3616) on Raspberry Pi 4 - 4GB.
Simply using the Plex app on my iPad is a pain. App disconnects frequently and is generally very laggy.
Hopefully there will be a fix for this soon.
What are you folks doing in the meantime? Its not really practical or desirable to separate home pictures from home videos.
[update] The same videos play fine from the “Other Videos” type library.
This seems to be root cause.
Is anyone from Plex able to look into this?
Thanks for the digging @lenkunz I will pass it along to team.
Sorry for the late reply. If someone can provide the full server and app logs after reproducing it would be appreciated. Please do not turn on verbose logging, only debug logging should be enabled. The logs that @edimon001 provided above were the web app player logs not the server or iOS logs.
You can get sever logs from the troubleshooting section of server settings.
edit sorry i missed your logs @jpa5071 thanks
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Nothing really, hoping Plex will release a fix soon. Some videos are playing if using the timeline instead of the library (which is a bit pain in the butt to be honest).
That’s for me. Not sure what everybody else is doing!
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I think someone above in the thread attached logs.
yeah yesterday I edited my reply to note that I missed missed them
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Watching, +1 on this issue, have the same problem as described by @edimon001
Hi @BigWheel, do you have any updates surrounding this issue and a fix? This issue was first raised over 2 months ago and there’s been no resolution yet and little response from Plex.
I’m a recent lifetime Plex Pass customer and it’s concerning that I’m not able to use Plex as it’s intended on the world’s best selling phones.
Any progress updates and even acknowledgement of the issue being worked on would be appreciated. Thanks in advance.
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it is being looked into on among other bugs as well. i’m sorry i don’t have an eta
Thanks for getting back to me so swiftly and confirming the issue is currently being looked at. If you could keep this channel updated I’m sure it would be appreciated by all.
It would be a wonderful end to a crap year if the fix and subsequent updates are released in time for Christmas 
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Just wanted to pop in and say that I too am having issues playing videos inside of the Photos folder I made. It seems to work in the web app and on my Galaxy S8+, but it doesn’t work on my iPad Pro. I’m really wanting to get a Lifetime Pass but between no Audiobook support and this, it’s hard to pull the trigger…
Obviously this is not a solution, but it is a band-aid (at least for me).
If you play via the shuffle button it will play your (at least my) media.
Obviously this is not ideal, and if you have a large uncategorized library this wouldn’t be helpful. However if you are ble to partition your library a bit, and don’t mind a bit of tediousness, it might be manageable until they patch the bug. Good luck, hope this helps a bit.
Timeline will also work.
Server logs are here ->
[“Couldn’t retrieve the play queue for this item. Please try again”]
Ive just re installed my server, i am a plex pass holder of long standing and would not change this for the world, for the money its the best value out there as far as im concerned.
Jace992. go on pull the trigger Plex will eventually come up with the goods and what else is there out there that even comes close to doing what it does so far???
Anyway ive rebuilt my server array and installed at TV DVR card and wanted to point out another que problem quirk to you development guys.
When recording a TV program and subsequently going into “DVR Schedule” and selecting play i get the error message “Couldn’t retrieve the play queue for this item. Please try again”.
if i go into the TV library and ask it to play it works fine…
If i record a movie and select play in the TV schedule section, that plays fine, the movie also plays if selected in the movie library itself.
I get this behaviour from both my gen 4 & 5 apple TV’s If i watch on a PC media player everything works as it should. On my Sony Tv app neither will play from the schedule page.
Hope that helps.
On another note, i cant help but comment on the TV recording setup in general. Im still looking into its setup, but why on earth would i want recordings added to my permeant libraries by default?
My Libraries contain material that ive chosen to keep long term not recordings of my wife’s sodding cookery programmes and quiz shows! Not being able to view and delete recordings from the schedule page is just plain stupid, having to root around the diffent libraries is time consuming and also just plain stupid!
come on guys, sort it out 
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Hi @BigWheel,
Can you please provide an update into the “Couldn’t retrieve the play queue for this item. Please try again” when trying to play videos in a ‘Photos’ folder on Apple devices.
This thread was started 94 days ago! Can we expect a fix soon?
I’m sorry I don’t have an ETA
Thanks for the response. Could you please look into this matter and get back to us?
I became a lifetime Plex Pass member purely so that I could organise and share my photos/home videos with family and friends via iOS devices.
Currently I’m not able to use Plex as intended and so I’m feeling like I’ve spent money on a product that’s not living up to its promises.
Given that this bug/issue appears to be affecting all apple devices and therefore affecting a significant number of Plex users I would’ve thought this would be right at the top of the list of priorities.
