EPG has been failing for a few weeks now, and I cannot watch anything!

General Discussions Plex Features
1

EPG has been failing for weeks and I have no program guide. That means no DVR or Live TV. Because I cannot even select a channel or time to record, or watch live TV by selecting a channel, when EPG download fails Plex DVR/Live TV completely fails. Needless to say I am frustrated when my family cannot watch TV because I decided to put my trust in this software and it has been failing for weeks without any update from support team.

First of all this EPG problem need to be fixed asap and secondly this strict dependency on program guide gotta go away.

Please update us with what is going on with EPG failures, first it was a JSON parsing error and now API error. Logs below.
Plex Version: 1.12.0.4829-6de959918 (Times are in EST)

Mar 10, 2018 19:41:45.495 [0x7f57a67fc700] ERROR - EPG: received http response of -6 from request to https://tmsapi.plex.tv/v1.1/lineups/USA-VA65087-X/grid?api_key=xxxx&endDateTime=2018-03-12T01%3A00Z&imageSize=Ms&imageText=false&startDateTime=2018-03-11T00%3A00Z&stationId=90555%2C11450%2C11811%2C11905%2C11380%2C11581%2C12707%2C11949%2C23886%2C23887%2C23888%2C11883%2C15260%2C81318%2C23892%2C19257%2C23894%2C23895%2C19622%2C23897%2C11694%2C23901%2C32052%2C53071%2C23904%2C102721%2C23906%2C11496%2C11517%2C63986%2C23911%2C23912%2C23913%2C23914%2C23915%2C23916%2C23917%2C23918%2C23919%2C11207%2C11164%2C11867%2C11163%2C91097%2C10179%2C45654%2C12444%2C10271%2C46817%2C58633%2C55433%2C34710%2C15952%2C10142%2C10145%2C10139%2C16300%2C26849%2C10161%2C10162%2C17665%2C77361%2C87925%2C82542%2C97272%2C11150%2C16616%2C16615%2C18284%2C18822%2C14771%2C16834%2C16331%2C82665%2C11158%2C10918%2C18480%2C21484%2C16409%2C11069%2C10269%2C16604%2C82682%2C10270%2C73413%2C26643%2C14948%2C81617%2C56032%2C12574%2C14902%2C44895%2C11180%2C97018%2C105701%2C105702%2C105703%2C105704%2C97433%2C97434%2C97015%2C11097%2C10035%2C10153%2C10057%2C79670%2C18332%2C10149%2C16715%2C10989%2C84172%2C10093%2C10986%2C16361%2C92053%2C14929%2C11218%2C22561%2C14897%2C10138%2C45397%2C12852%2C10021%2C14873%2C44940%2C61522%2C11221%2C16123%2C10171%2C18279%2C11006%2C30420%2C59036%2C19211%2C12131%2C16618%2C74796%2C47540%2C10051%2C35513%2C76126%2C35492%2C10183%2C11066%2C29328%2C21781%2C19026%2C14767%2C67676%2C76219%2C80809%2C35851%2C62766%2C58685%2C62768%2C51500%2C35822%2C55969%2C51502%2C90174%2C45736%2C47155%2C46847%2C90173%2C56949%2C77760%2C32050%2C21526%2C102359%2C35589%2C35576%2C51947%2C94963%2C86442%2C102968%2C77705%2C54596%2C55241%2C80816%2C90555%2C32744%2C19578%2C20367%2C34427%2C19579%2C74282%2C19580%2C26195%2C54350%2C67431%2C76363%2C24347%2C35575%2C19581%2C75011%2C34963%2C59160%2C58452%2C42642%2C58515%2C59186%2C91096%2C28506%2C32645%2C60696%2C45507%2C32537%2C59607%2C69734%2C66485%2C59305%2C45399%2C48639%2C76950%2C58646%2C58780%2C64241%2C97163%2C83953%2C97300%2C56905%2C57390%2C65342%2C57708%2C58988%2C57394%2C31046%2C57391%2C60150%2C55887%2C70522%2C59296%2C60222%2C62077%2C102337%2C78601%2C26643%2C96299%2C71906%2C50747%2C49788%2C45438%2C59303%2C58623%2C51529%2C64490%2C58625%2C64492%2C62420%2C68385%2C68796%2C61812%2C65732%2C59615%2C60964%2C75077%2C59116%2C60046%2C63220%2C59440%2C59337%2C70253%2C59444%2C66143%2C46710%2C66268%2C73541%2C33668%2C59432%2C82654%2C97047%2C82649%2C60048%2C70225%2C63236%2C61960%2C97409%2C59684%2C60006%2C82773%2C67749%2C87001%2C105349%2C91314%2C80834%2C81867%2C55597%2C72809%2C72831%2C72832%2C72833%2C72834%2C72835%2C72836%2C72837%2C102709%2C20810%2C20811%2C20812%2C21044%2C21045%2C21046%2C21047%2C21048%2C21049%2C21115%2C11207%2C11164%2C11867%2C11163%2C49022%2C44322%2C10271%2C46817%2C10142%2C10145%2C10139%2C16300%2C10161%2C11150%2C16331%2C11158%2C10918%2C18480%2C11069%2C10269%2C16604%2C14948%2C82682%2C10270%2C12574%2C14902%2C11180%2C10989%2C10035%2C14929%2C10149%2C11097%2C16361%2C10138%2C10093%2C16123%2C18279%2C12131%2C11006%2C10171%2C19313%2C19346%2C76302%2C19332%2C26230%2C24378%2C19339%2C26232%2C19344%2C26250%2C26229%2C26221%2C19312%2C31030%2C19310%2C19142%2C31029%2C19311%2C19315%2C19314%2C43335%2C19328%2C19327%2C19330%2C19329%2C26228%2C19336%2C24405%2C19326%2C44059%2C19325%2C26248%2C19342%2C19319%2C19324%2C24380%2C24382%2C19320%2C19335%2C19316%2C19317%2C19358%2C31028%2C19362%2C19357%2C19341%2C83184%2C83186%2C83194%2C83197%2C22568
Mar 10, 2018 19:41:45.495 [0x7f57a67fc700] WARN - EPG[onconnect]: Failed to load EPG.
Mar 10, 2018 19:41:45.495 [0x7f57a67fc700] DEBUG - Database: Shutting down.
Mar 10, 2018 19:41:45.495 [0x7f57a67fc700] DEBUG - Captured session 0.
Mar 10, 2018 19:41:45.495 [0x7f57a67fc700] DEBUG - Captured session 1.
Mar 10, 2018 19:41:45.495 [0x7f57a67fc700] DEBUG - Captured session 2.
Mar 10, 2018 19:41:45.495 [0x7f57a67fc700] DEBUG - Captured session 3.
Mar 10, 2018 19:41:45.495 [0x7f57a67fc700] DEBUG - Captured session 4.
2

Full Logs zip please

curl error 6 is a DNS lookup error

Try nslookup tmsapi.plex.tv in a command line on the server

3

Need to see which JSON Parsing error you got earlier - there are 2 different issues leading to JSON Parsing Error for the EPG -

4

Hey vidit,

If you’re server is on a windows machine, this is what I did to fix:

Browse to the following path:
C:\Users%USER%\AppData\Local\Plex Media Server\Plug-in Support\Databases

Anything with “tv.plex.providers.epg.onconnect” in it I added the file extension .BAK (effectively backing up the file while disconnecting it from plex).

Then refresh the guide and it should create new files that should work.

It almost like these files went corrupt and couldn’t even be updated, so removing/renaming is the only way for a new, working episode guide file to be made.

5

There were two issues affecting EPG updates

  • Gracenote data issue for users with 300+ channels
  • Cloudflare Rate Limiting errors

Both issues can be identified from logs captured after the refresh is instigated and result in JSON Parse Errors logged
https://support.plex.tv/articles/201643703-reporting-issues-with-plex-media-server/
https://support.plex.tv/articles/200250417-plex-media-server-log-files/

The Gracenote EPG update issue has now been resolved by Gracenote.

This now leaves only the CloudFlare issue, which is being worked on.
The changes of the problem arising would be reduced by ensuring DVR Setting Enable more frequent program guide refreshes is unticked

6

HI-
I have also been suffering from no EPG update for nearly a month on a WD PR4100 NAS.
I have tried both DVR Setting Enable more frequent program guide refreshes is unticked and ticked in the attached logs.

I have rebooted everything multiple times.
please help.

Thanks,
Brian