Downloads not working in Mac Desktop app

Plex Players Desktop Players
1

Server Version#: 1.16.6.1592
Player Version#: 1.3.0.910-77ef46d6

Hey,

Downloads don’t seem to be working at all for me. If I hit download, I get “There was an unexpected error downloading …XX”. In the client logs I can see:

2019-09-11T23:44:18.247 [ INFO  ] [Web] [Servers] Found all servers = Media, plex.tv 
2019-09-11T23:44:19.956 [ INFO  ] [Web] [Downloads] Creating subscription server://d748784d68dfca3997230b96f9569b486b070ffa/com.plexapp.plugins.library 8655 
2019-09-11T23:44:20.086 [ INFO  ] [Web] [Downloads] Saving subscription server://d748784d68dfca3997230b96f9569b486b070ffa/com.plexapp.plugins.library 8655 
2019-09-11T23:44:20.088 [ ERROR ] [Web] [Downloads] Error saving subscription server://d748784d68dfca3997230b96f9569b486b070ffa/com.plexapp.plugins.library 8655 {
  "status": 400,
  "statusText": "Bad Request",
  "readyState": 4,
  "responseText": "<html><head><title>Bad Request</title></head><body><h1>400 Bad Request</h1></body></html>"

In server logs:

Sep 11, 2019 22:52:05.904 [0x7f5f6effd700] VERBOSE - Ignoring whitelist in 127.0.0.0/8 block

Sep 11, 2019 22:52:05.904 [0x7f5f6effd700] VERBOSE - Ignoring whitelist in 127.0.0.0/8 block

Sep 11, 2019 22:52:05.904 [0x7f5f6effd700] VERBOSE - Comparing request from 172.16.9.254 against 172.16.9.4/255.255.255.255

Sep 11, 2019 22:52:05.904 [0x7f5f6effd700] VERBOSE - Comparing request from 172.16.9.254 against 172.16.9.50/255.255.255.255

Sep 11, 2019 22:52:05.904 [0x7f5f6effd700] VERBOSE - Auth: We found auth token (xxxxxxxxxxxxxxxxxxxx), enabling token-based authentication.

Sep 11, 2019 22:52:05.905 [0x7f5f6effd700] DEBUG - Auth: authenticated user 1 as ianmc81

Sep 11, 2019 22:52:05.905 [0x7f5f6effd700] VERBOSE - Auth: Came in with a super-token, authorization succeeded.

Sep 11, 2019 22:52:05.905 [0x7f5eedffb700] DEBUG - Request: [172.16.9.254:54746 (Subnet)] GET /library/metadata/7947/subscription/modes?includePreferences=1 (6 live) TLS GZIP Signed-in Token (ianmc81)

Sep 11, 2019 22:52:05.905 [0x7f5eedffb700] VERBOSE - * Host => <removed>:32400

Sep 11, 2019 22:52:05.905 [0x7f5eedffb700] VERBOSE - * User-Agent => Mozilla/5.0 (Windows NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/47.0.2526.106 Safari/537.36

Sep 11, 2019 22:52:05.905 [0x7f5eedffb700] VERBOSE - * Accept => */*

Sep 11, 2019 22:52:05.905 [0x7f5eedffb700] VERBOSE - * Accept-Encoding => gzip

Sep 11, 2019 22:52:05.905 [0x7f5eedffb700] VERBOSE - * Accept-Language => en-GB

Sep 11, 2019 22:52:05.905 [0x7f5eedffb700] VERBOSE - * X-Plex-Token => xxxxxxxxxxxxxxxxxxxx

Sep 11, 2019 22:52:05.905 [0x7f5eedffb700] VERBOSE - * X-Plex-Internal-Request => 1

Sep 11, 2019 22:52:05.905 [0x7f5eedffb700] VERBOSE - * includePreferences => 1

Sep 11, 2019 22:52:05.919 [0x7f5eedffb700] VERBOSE - It took 0.0 sec to serialize a list with 3 elements.

Sep 11, 2019 22:52:05.919 [0x7f5f6effd700] DEBUG - Completed: [172.16.9.254:54746] 200 GET /library/metadata/7947/subscription/modes?includePreferences=1 (6 live) TLS GZIP 14ms 755 bytes

Any idea how I can diagnose this further?

2 Likes
2

Please provide the entire log. The parts you pasted don’t provide enough information.

3

Thank you,

Log files attached. I try to initiate a single download in this session.

client-Plex Media Server.log.gz (5.3 KB) Plex.log.gz (18.3 KB) server-Plex Media Server.log.gz (40.6 KB)

4

I am seeing the same issue with Plex-1.3.0.910 for Mac.
Downloads work okay with PMP-2.41.0.1010

Here is my configuration.

Plex-1.3.0.910 on an iMac - macOS 10.13.6 High Sierra
PMS-1.16.7.1597 on QNAP TS-451+ x86_64 - QTS 4.3.6.1050 en-US
One subnet LAN, a few switches, no WiFi, no Remote Access, LAN is allowed without auth

My QNAP clock was running 2 sec earlier than the Mac.

Here is what I did

  • Started Plex, clicked on my Season 2 of Jellyfish.
  • Clicked the 3 dots on one of the episodes.
  • Chose Download.

Here is what I saw

  • An error window pops up within Plex, shaded gray, and it says
There was an unexpected error downloading "Demo Video - Jellyfish 3M Main 8bit HEVC"
  • That name is the metadata Title and Sort Title for that episode.

What I expected to see

  • The screen to switch to Safari and a download icon to whiz to my Dock.

My log files

In my server log I see the request for download get handled. 
Sep 12, 2019 09:06:54.861 [0x7f083bfff700] DEBUG - Auth: authenticated user 1 as nibbles@sonic.net
Sep 12, 2019 09:06:54.862 [0x7f083a76a700] DEBUG - Request: [192.168.42.64:54084 (Allowed Network (Subnet))] GET /library/metadata/8530/subscription/modes?includePreferences=1 (4 live) TLS GZIP Signed-in Token (nibbles@sonic.net)
Sep 12, 2019 09:06:54.874 [0x7f083bfff700] DEBUG - Completed: [192.168.42.64:54084] 200 GET /library/metadata/8530/subscription/modes?includePreferences=1 (4 live) TLS GZIP 12ms 685 bytes
And in the player log I see an error. 
2019-09-12T09:06:55.980 [ INFO  ] [Web] [Downloads] Creating subscription server://5b582979d5912a5e7878c4fac229aa5b91744929/com.plexapp.plugins.library 8530 
2019-09-12T09:06:56.042 [ INFO  ] [Web] [Downloads] Saving subscription server://5b582979d5912a5e7878c4fac229aa5b91744929/com.plexapp.plugins.library 8530 
2019-09-12T09:06:56.046 [ ERROR ] [Web] [Downloads] Error saving subscription server://5b582979d5912a5e7878c4fac229aa5b91744929/com.plexapp.plugins.library 8530 {
  "status": 400,
  "statusText": "Bad Request",
  "readyState": 4,
  "responseText": "<html><head><title>Bad Request</title></head><body><h1>400 Bad Request</h1></body></html>"
} 
2019-09-12T09:06:56.095 [ INFO  ] [Web] [Metrics] Updating session last interaction time 
2019-09-12T09:06:56.096 [ INFO  ] [Web] [QWebChannel(storage.setItem)] sending

Attached are my logs, and thank you.

Plex Media Server Logs_2019-09-12_09-07-47.zip (318.5 KB)
Plex.log.zip (64.5 KB)

1 Like
5

I found the issue. This is a known issue that’s already been identified and a fix is in the works. Please wait for an update to the app.

1 Like
6

Is this a known issue for Windows too? I am seeing the same error in the logs and wanted to make sure that the fix is in the pipeline for Windows app as well.

7

Yes sir.

https://forums.plex.tv/t/windows-player-download-error/460365/4

1 Like
8

We’ve released version 1.3.1 to address that download problem in 1.3.0. But, you may need to remove a support directory to unbreak the download feature. We’ll figure out how to fix this up automatically.

After going through the steps below you should no longer see any unexpected errors when downloading.

On Macs:

  • Exit Plex for Mac
  • Run the command below in a Terminal window:
rm -rf ~/Library/Application\ Support/Plex/Plex\ Media\ Server/

On Windows:

  • Exit Plex for Windows
  • Open Explorer and paste %LOCALAPPDATA%\Plex\ into the address bar. Hit the Enter key and you should see Explorer show our application support files.
  • Delete the Plex Media Server directory. The directory contains files used only by Plex for Windows. The media server with all of your other content is not affected.
2 Likes
9

Thank you, that release does seem to have fixed my problem. Just in time for a long flight! Many thanks.

10

Works like a charm on Mac 10.13. I like how it organizes itself and brings along some metadata. Thanks to everyone the pitched in. :+1:

11

However, bear in mind that any existing downloads will be “lost”!

12

Just to report that the fix hasn’t worked for me. Having executed the terminal command, the error has simply changed to : “We were unable to prepare your download…”.

Downloading works fine on ios devices, but not macbook.

Server version:  1.17.0.1709  (running macOS 10.15beta8)
Player version:   1.3.1.916 (running macOS 10.14.6)

Please let let me know if you want any further info.

13

Here are the issue are also there with macOS

14

Did you mean to add something? I ask because you wrote “here are the issues:…” but then didn’t attach or include anything. Just wondering! :grin:

15

Please provide the entire log from the player and from PMS.

16

I removed Plex Media Server also got the new error: We were unable to prepare your download…

Server Version: 1.17.0.1841
Player: 1.3.1.916-1cb2c34d
17

I’m getting this error as well.

Server Version 1.18.2.2029
Desktop Version 1.4.0.924-60046db9

Log from Desktop app:

2019-11-19T14:36:59.703 [ INFO  ] [Web] [Downloads] Creating subscription server://c4dfea0801f2e2cbb06860419f3317b1832edc07/com.plexapp.plugins.library 59081
2019-11-19T14:36:59.734 [ ERROR ] [Web] [Downloads] Error creating provider using server://c4dfea0801f2e2cbb06860419f3317b1832edc07/com.plexapp.plugins.library {
  "status": 404,
  "statusText": "Not Found",
  "readyState": 4,
  "responseText": "<html><head><title>Not Found</title></head><body><h1>404 Not Found</h1></body></html>"
}
2019-11-19T14:36:59.734 [ ERROR ] [Web] [Downloads] Unable to create subscription server://c4dfea0801f2e2cbb06860419f3317b1832edc07/com.plexapp.plugins.library 59081
2019-11-19T14:36:59.804 [ INFO  ] [Web] [Metrics] Updating session last interaction time
2019-11-19T14:36:59.805 [ INFO  ] [Web] [QWebChannel(storage.setItem)] sending
18

Same issue for me, cannot download. The windows fix did not solve the issue. On the latest software as of today…

19

Any update here? I used to be able to download. Tried today and got the “There was an unexpected error downloading” message. I deleted the directory from Downloads not working in Mac Desktop app and now get “We were unable to prepare your download”, as others have.

20

Please provide your logs (both the app and PMS) after recreating this issue.