EPG fails to update

[sa2000]

@Coxylox

That was an interesting test. Took a while but still failed unfortunately. It failed somewhere around 55% refresh, which was much higher than I have seen in quite a while. Not sure if that’s relevant but thought I would mention it. I’ll PM you with the latest files to see if maybe something different happened.

I have looked at the diagnostics from this test where PMS went through the cellular hotspot. It was different - no RST TCP packets.

Oct 11, 2018 12:02:16.770 [15428] DEBUG - Activity: updated activity 46df462a-891c-4d47-a804-c2f3ebfd2b48 - completed 55% - Refreshing guide data
Oct 11, 2018 12:02:16.770 [15428] DEBUG - Activity: updated activity 46df462a-891c-4d47-a804-c2f3ebfd2b48 - completed 55% - Refreshing guide data
Oct 11, 2018 12:03:16.676 [15428] DEBUG - JSON parse error: Invalid value. (0)
Oct 11, 2018 12:03:16.685 [15428] ERROR - EPG: JSON parse error. Wrote JSON data to "C:\Users\coxyl_000\AppData\Local\Plex Media Server\Diagnostics\EPG-onconnect-2c40366f-d8e0-4bfa-8a1f-d11538df0a84.json"
Oct 11, 2018 12:03:16.685 [15428] WARN - EPG[onconnect]: Failed to load EPG.

The diagnostic file containing the cloudflare data shows a gateway timeout at their end

I will extract few lines from the JSON

tmsapi.plex.tv | 504: Gateway time-out
"cf-error-type"  Error
"cf-error-code" 504
Ray ID: 46839480184b99af
2018-10-11 19:03:15 UTC

"cf-status-desc" tmsapi.plex.tv
"cf-status-name" Host
"cf-status-label"  Error

<h2>What happened?</h2>
<p>The web server reported a gateway time-out error.</p>

<h2>What can I do?</h2>
 <p>Please try again in a few minutes.</p>

Cloudflare Ray ID 46839480184b99af
Your IP   107.77.xxx.xxx

Do you have another machine you could test Plex Media Server on ?

At the moment, the issue could be

• ISP issue
• Router issue
• PC Windows issue
• Cloudflare issue

[sa2000]

@Coxylox

Hi there,

Thanks for getting in touch with us at eero. Good question, surprisingly no one has asked that before to my knowledge. The default MTU size on eero is 1500, this can not be changed however. If you have any other questions about this just let me know, I will be glad to help out. Thanks again.

Jeremy | e

Yes normally that is the default but for some reason you were running with 1300 and not 1500

[Coxylox]

@sa2000

Do you have another machine you could test Plex Media Server on ?

Unfortunately, I don’t have another machine to test on. Is it worth trying an EPG refresh a couple of more times via cellular hotspot to see if I can replicate the same error or potentially a success? Just heading out of town, so I won’t be able to try that specifically until I return tomorrow night. I do have remote access configured, so I can run some other tests if necessary.

[Coxylox]

I was able to get 100% refresh on the EPG by using my mobile phone’s wifi connection (not over cellular). Not sure that adds a lot of information but I may be able to rule out my router. I’ll run some more tests and see if I can narrow things down a bit more.

[Coxylox]

@sa2000 how much EPG data should I expect to get from a refresh? The UI only allows me to see 7 days out. At this time, I’m seeing a full 7 days, which is great. The reason I ask is because the successful refresh I made was on Saturday (with my phone’s wifi) and I’m wondering if my issue was resolved once I hit that magical 100%. Maybe that’s another part of the equation…maybe not. Curious if Plex handles things differently in terms of how much data it needs to grab. If I’m thinking about this correctly, Plex only needs to pull 24 hours worth of data each night to stay as current as possible, is that correct?

[sa2000]

@Coxylox

how much EPG data should I expect to get from a refresh? The UI only allows me to see 7 days out. At this time, I’m seeing a full 7 days, which is great. The reason I ask is because the successful refresh I made was on Saturday (with my phone’s wifi) and I’m wondering if my issue was resolved once I hit that magical 100%. Maybe that’s another part of the equation…maybe not. Curious if Plex handles things differently in terms of how much data it needs to grab. If I’m thinking about this correctly, Plex only needs to pull 24 hours worth of data each night to stay as current as possible, is that correct?

The updates are incremental with every 4 hours another 4 hours gets added

[sa2000]

I like to understand the difference between refresh through wifi on the mobile device and through Plex Web - they are both going through the same router and ISP connection ? are they not?

[adamesslinger]

Im having a similar issue when refreshing guide data that I believe started since the latest update 1.13.9.5456. I downloads to 58% then stops. It generates the EPG-Conconnect JSON file with the following error. “Request forbidden by administrative rules” I have also noticed that as soon as I start the refresh I see some DB errors in the Plex server log and I dont know if its related. INFO - SQLITE3:0x65be7c48, 17, statement aborts at 57: [select * from metadata_items l
1] database schema has changed

[sa2000]

@adamesslinger

I’m having a similar issue when refreshing guide data that I believe started since the latest update 1.13.9.5456. I downloads to 58% then stops. It generates the EPG-Conconnect JSON file with the following error. “Request forbidden by administrative rules” I have also noticed that as soon as I start the refresh I see some DB errors in the Plex server log

please could you provide list of files in the Diagnostics folder with names. dates and file sizes and zip and attach the zip

For logs, please run with debug logging enabled and provide the zipped logs after a failed EPG refresh

Suspect there is a gracenote issue causing malformed json to be sent

See
https://support.plex.tv/articles/201643703-reporting-issues-with-plex-media-server/
https://support.plex.tv/articles/200250417-plex-media-server-log-files/

[Coxylox]

Sorry for the slow reply, I just saw this. Yes, the both are going through the same router and ISP, which is why it’s so strange. To be perfectly clear, this is what I did:

1. Disconnected Ethernet cable from PC
2. Plugged in iPhone via USB to PC
3. Connected PC to iPhones WIFI connection
4. Refreshed guide via Plex Web on PC

[kamhouse]

This might be something external to Plex. I’m still on QNAP v1.13.7.5369 and I now see a message “The Guide is empty”. I know two weeks worth of listings were there this morning. Going into settings to refresh the guide causes it to start, it shows 0% for a short while, then it just stops without any message.

Unfortunately a program is recording so I’m going to wait another couple hours before I try rebooting.

[sa2000]

@adamesslinger

Im having a similar issue when refreshing guide data that I believe started since the latest update 1.13.9.5456. I downloads to 58% then stops. It generates the EPG-Conconnect JSON file with the following error. “Request forbidden by administrative rules” I have also noticed that as soon as I start the refresh

No need for more diagnostics. Problem being discussed with our provider for the EPG

[kamhouse]

@sa2000

No need for more diagnostics. Problem being discussed with our provider for the EPG

I’m curious if this is related to changes to get guides built for Plex for HDHR Premium TV?

[vsteel]

Glad that we are getting to the bottom of this. This is driving me crazy.

[P-AF]

Hello , Noticed same thing happening to me. Running Version 1.13.9.5456 on Windows 10.

[wdreiling]

Noticed this today. Removed my tuner and restarted my server. re added the tuner and got about 3 days worth of guide data. Now when I try to refresh the guide it flashes 0% and quits.

Version 1.13.9.5456 Windows 10 Enterprise.

[adamesslinger]

I dont know if this is related but Im seeing these errors repeating in the logs too.

[6748] ERROR - PlexClient::downloadContainer: expected MediaContainer element, found html
[6748] WARN - DVR:Subscription: No container available for /tv.plex.providers.epg.onconnect:10/metadata/com%2Egracenote%2Eonconnect%3A%2F%2Fshow%2F15533415

[skpnsf]

Don’t mean to sound like a jerk but this has been going on for almost a year? What’s the point of offering Premium services if you can’t use it? NONE of my programs will record and unable to watch live TV without a guide. Come on… let’s get this fixed !

[AGK925]

This is happening to me as well with the json error"{“message”: “Request forbidden by administrative rules”, “__type”: “CloudSearchException”}
". It sucks that this breaks the DVR feature. The recordings are scheduled but without the EPG it wont record anything.

Edit: I got the guide to come back by requesting an update about 8 times. Id hate to have to do this every thing before my recordings are set to come on, but I guess I will until the issue is fixed.

Thanks for your efforts Plex Team.

[skpnsf]

I can get part of the guide to return if I keep manually refreshing, but it’s hit and miss. Once the automatic refresh kicks in every night, sometimes it wipes everything out.