Direct play is disabled message

[Hex008]

I have setup a server for my mother and all of a sudden when she tries to play some movies and TV shows she gets the error: “App cannot direct play this item. Direct play is disabled.”. She is getting it with movies she has watched in the past without and issue and ones she has never watched before. In Plex, I go into Settings > Plex Web > Debug and Direct Play is checked. Some of the movies she has are also ones that I have and ripped from the same source.

Any help is appreciated.

Server Version#: Synology DiskStation DS218j
Player Version#: 1.19.1.2645

MODERATOR EDIT: Raw Plex/web text logs redacted
Please download the Server logs ZIP file (Settings - Server - Troubleshooting - Download Logs) and attach that ZIP file.

[supermounter]

OUCH !

I really suggest to you to delete this post …
I’m maybe wrong but it seems
you got many confidential information in your copy logs like your Plex redirect token and your Plex account name.

First restart your Plex server, wait a minute or 2 and then start your movie
and take just after the logs.zip

retry your post with your logs.zip without verbose and ask @ChuckPa if he can help you.