Toronto - Ontario - Teksavvy -Cable which I believe is rogers. Not sure if that means anything. either way it’s still not working…
Brainstorming on:
Interesting we have 2 from the US. They would not be using Rogers 
Or are they just 2 customers having a similar issue but not the same issue as us in Ontario?
How long has plex been using cloudflare?
I wondering if cloudflare is rolling out changes region by region? (I noticed they are rolling out a new DNS service)
brianstorming off:
Mark
I reported in another thread problems with guide update since the latest release. My log files are there as well.
@Smokindog said:
I reported in another thread problems with guide update since the latest release. My log files are there as well.http://forums.plex.tv/discussion/315849/why-is-my-scheduled-recording-not-being-recorded#latest
I replied
@Markdreid said:
Brainstorming on:
Interesting we have 2 from the US. They would not be using Rogers
Or are they just 2 customers having a similar issue but not the same issue as us in Ontario?
How long has plex been using cloudflare?
I wondering if cloudflare is rolling out changes region by region? (I noticed they are rolling out a new DNS service)
brianstorming off:
Mark
not sure if the 2 US cases are the same. The logs also had the JSON Parsing Errors which were logged when a Rate Limiting response was received from Cloudflare with one having timeouts a few hours later. gets logged. Also More Frequent EPG refresh option may have been enabled
has anyone tried uninstalling and installing an older release? Did it fix the problem?
That would help determine if it is the release or not.
sa2000, on a separate topic, how do I get rid of an old likely beta version of plex (1.9.4.4325) that won’t uninstall? I was going to re-install that version then uninstall but I can’t find that version.
Mark
@Markdreid I was having the issue with previous version of Plex - updated and still had the problem. I’ve also rolled back my qnap firmware - that didn’t do anything either - except fix all the other issues the firmware update caused - FYI - anyone on Qnap stay away from 4.3.4.0537 .
Hmm, I suspect its not plex release related as if it was, Ontarians would not be the only ones affected. If the US issues are different, then it goes back to Cloudflare or Rogers. I’m not having any speed issues with Rogers myself. I have 100mb download and 10mb upload according to speedtest. Last night I monitored the network traffic going to plex on my server while it was doing an update of EPG and it made it to 12% updated before stopping but the amount of data downloaded by plex was around 8 meg. Not really a lot for 30 minutes work.
We need more information from the support team to diagnose this issue.
Mark
well - I just rebooted my modem and got the epg to refresh 100% then got an error “unable to load channel mapping” and “error communicating with provider”
Hi all, just to add some data – I’ve been seeing this same issue for the past few days as well (EPG hanging at 1%, “unable to load channel mapping” and “error communicating with provider”).
Location: Toronto, Ontario
ISP: Beanfield Metroconnect (active ethernet / FTTH)
PMS: 1.12.1.4885
DTV: HDHomeRun Local OTA
I’ve attached some screenshots and a capture of traceroute/nslookup for tmsapi.plex.tv (Cloudflare), which looks peered in Toronto (via Torix). It seems like a rate-limiting / packet loss issue rather than total failure; I’m sometimes able to get the EPG to update VERY slowly (although never with success), although often I’ll come back hours later and it’s entirely empty.
Incidentally, when the EPG is unable to refresh properly, sometimes it will show the full channel list with “Unknown” for all the program names and no episode art – but only on Plex Web and iOS clients. I can then select the channel and it will tune/play properly. However, on Apple TV, the entire program guide just appears blank so I can’t select anything. It would be a useful enough workaround if the Apple TV client worked the same as Plex Web / iOS (though obviously a full fix is preferable 
).
Happy to provide more troubleshooting info, and thanks in advance for your efforts in resolving this issue.
MJ
Hamilton, Ontario. Start Communications. Still not working here either.
@Markdreid said:
sa2000, on a separate topic, how do I get rid of an old likely beta version of plex (1.9.4.4325) that won’t uninstall? I was going to re-install that version then uninstall but I can’t find that version.
Mark
very much unrelated and out of context here - probably you use ccCleaner or products like that purging vital msi files. See if following steps here helps http://forums.plex.tv/discussion/comment/1607388/#Comment_1607388 (using the Microsoft Install Uninstall Programs Troubleshooter Fix It - Fix problems that block programs from being installed or removed - Microsoft Support )
@sa2000 said:
@bwe said:
First I tried 90210 and the epg refreshed instantly but the data was obviously wrong and wouldn’t even save. Then I tried buffalo and on the third try one in Rochester worked. That was last night. This morning I’m stuck at 3%. What part of plex log would be helpful to upload?I have looked at the logs. Shows loads of timeouts on requests to fetch the EPG from
tmsapi.plex.tvthrough CloudFlareCould you get me the response you get for
nslookup tmsapi.plex.tvcould you also do a trace route
tracert tmsapi.plex.tvI have referred the issue to our operations team.
All the logs I looked at with timeouts are from users in Canada
I am also having troubles with the EGP data from the Toronto, Canada region. Here’s the details in my area:
NSLOOKUP RESPONSE
Server: UnKnown
Address: 2607:fea8:1320:353:4e32:75ff:fec3:127a
Non-authoritative answer:
Name: tmsapi.plex.tv.cdn.cloudflare.net
Addresses: 2400:cb00:2048:1::6814:609
2400:cb00:2048:1::6814:709
104.20.6.9
104.20.7.9
Aliases: tmsapi.plex.tv
tracert tmsapi.plex.tv RESPONSE
Tracing route to tmsapi.plex.tv.cdn.cloudflare.net [2400:cb00:2048:1::6814:609]
over a maximum of 30 hops:
1 68 ms 1 ms <1 ms 2607:fea8:1320:353:4e32:75ff:fec3:127a
2 14 ms 15 ms 23 ms 2607:f798:804:ec::1
3 19 ms 14 ms 17 ms 2607:f798:10:1c5e:0:690:6325:5245
4 14 ms 16 ms 25 ms 2607:f798:10:2f4:0:2091:4823:2141
5 107 ms 17 ms 26 ms 2607:f798:10:293::2
6 16 ms 19 ms 20 ms 2607:f798:14:2b::2
7 26 ms 14 ms 28 ms 2400:cb00:2048:1::6814:609
Trace complete.
@sa2000 said:
Happy to collate ISP information
@benad7, @bwe, @“christianvernon@hotmail.com”, @CSB001, @gadgervais, @jayflyin, @lifeisabet, @Markdreid, @“merivaleroom@gmail.com”, @MyPcPlex142, @rcanavan, @pringle03, @q5ka
macdom2k in Toronto on Rogers. Also having problems with the guide.
@macdom2k said:
@sa2000 said:
@bwe said:
First I tried 90210 and the epg refreshed instantly but the data was obviously wrong and wouldn’t even save. Then I tried buffalo and on the third try one in Rochester worked. That was last night. This morning I’m stuck at 3%. What part of plex log would be helpful to upload?I have looked at the logs. Shows loads of timeouts on requests to fetch the EPG from
tmsapi.plex.tvthrough CloudFlareCould you get me the response you get for
nslookup tmsapi.plex.tvcould you also do a trace route
tracert tmsapi.plex.tvI have referred the issue to our operations team.
All the logs I looked at with timeouts are from users in Canada
I am also having troubles with the EGP data from the Toronto, Canada region. Here’s the details in my area:
NSLOOKUP RESPONSE
Server: UnKnown
Address: 2607:fea8:1320:353:4e32:75ff:fec3:127aNon-authoritative answer:
Name: tmsapi.plex.tv.cdn.cloudflare.net
Addresses: 2400:cb00:2048:1::6814:609
2400:cb00:2048:1::6814:709
104.20.6.9
104.20.7.9
Aliases: tmsapi.plex.tvtracert tmsapi.plex.tv RESPONSE
Tracing route to tmsapi.plex.tv.cdn.cloudflare.net [2400:cb00:2048:1::6814:609]
over a maximum of 30 hops:1 68 ms 1 ms <1 ms 2607:fea8:1320:353:4e32:75ff:fec3:127a
2 14 ms 15 ms 23 ms 2607:f798:804:ec::1
3 19 ms 14 ms 17 ms 2607:f798:10:1c5e:0:690:6325:5245
4 14 ms 16 ms 25 ms 2607:f798:10:2f4:0:2091:4823:2141
5 107 ms 17 ms 26 ms 2607:f798:10:293::2
6 16 ms 19 ms 20 ms 2607:f798:14:2b::2
7 26 ms 14 ms 28 ms 2400:cb00:2048:1::6814:609Trace complete.
I dropped my network adapter down to IPV4 and consistently run into timeouts on a traceroute:
Tracing route to tmsapi.plex.tv.cdn.cloudflare.net [104.20.7.9]
over a maximum of 30 hops:
1 64 ms 1 ms 1 ms 192.168.17.1
2 17 ms 17 ms 13 ms 99.224.0.1
3 19 ms 19 ms 14 ms 69.63.255.205
4 22 ms 26 ms 28 ms 9009-cgw01.wlfdle.rmgt.net.rogers.com [69.63.248.181]
5 14 ms 13 ms 19 ms 209.148.230.6
6 * * * Request timed out.
7 14 ms 23 ms 15 ms 104.20.7.9
Trace complete.
Tracing route to tmsapi.plex.tv.cdn.cloudflare.net [104.20.7.9]
over a maximum of 30 hops:
1 1 ms <1 ms <1 ms 192.168.17.1
2 118 ms 38 ms 65 ms 99.224.0.1
3 22 ms 19 ms 18 ms 69.63.255.205
4 12 ms 18 ms 16 ms 9009-cgw01.wlfdle.rmgt.net.rogers.com [69.63.248.181]
5 14 ms 17 ms 27 ms 209.148.230.6
6 * * * Request timed out.
7 18 ms * * 104.20.7.9
8 21 ms 16 ms 45 ms 104.20.7.9
Trace complete.
Tracing route to tmsapi.plex.tv.cdn.cloudflare.net [104.20.7.9]
over a maximum of 30 hops:
1 1 ms <1 ms 1 ms 192.168.17.1
2 14 ms 19 ms 14 ms 99.224.0.1
3 19 ms 18 ms 18 ms 69.63.255.205
4 13 ms 15 ms 17 ms 9009-cgw01.wlfdle.rmgt.net.rogers.com [69.63.248.181]
5 16 ms 14 ms 13 ms 209.148.230.6
6 * * * Request timed out.
7 41 ms 23 ms 24 ms 104.20.7.9
Trace complete.
I’m also Rogers.
Out of curiosity I tethered my Plex server to my phone (Telus) and requested an update to the EPG. I saw no difference in behaviour.
@macdom2k said:
Out of curiosity I tethered my Plex server to my phone (Telus) and requested an update to the EPG. I saw no difference in behaviour.
what was the WAN IP you were going through then ? you can PM me that info
@sa2000 said:
Happy to collate ISP information
@benad7, @bwe, @“christianvernon@hotmail.com”, @CSB001, @gadgervais, @jayflyin, @lifeisabet, @Markdreid, @“merivaleroom@gmail.com”, @MyPcPlex142, @rcanavan, @pringle03, @q5ka
I am with Teksavvy as well.
Managed to update the guide data using VPN, still fails when connected normally.
