External Trailers Aren't working - New Plex User - Please help!

General Discussions
1

Hi All,

I just purchased my plex pass yesterday and confirmed it’s working. I am having issues however, getting external trailers to work. I have enabled all the different options needed via the guide, including the settings under Agents -> Plex Movie and Agents -> The Movie Database, ensuring trailers are meant to work when watching movies. Essentially this works IF i enable Include Cinema Trailers from my movies in my library, however, it will ONLY display trailers from those movies. The feature I want most is “Include Cinema Trailers from new and upcoming movies in theaters” and “include Cinema Trailers from new and upcoming movies in Blu-ray”.

Also, as per instructions I made sure I clicked refresh all metadata for several of my libraries. A trailer won’t play unless I choose to have trailers from my own library play. I have also switched off plex and switched it back on, and still NO trailers. I tested this on my chrome browser, and an android and iphone app without success.

Can you assist? I have attached my logfile for reference.

2

I noticed the same issue yesterday when I started watching a movie, no trailers played, took me directly to the pre-roll video and then the movie.

3

It happens once in a while with my plex too. But another day it works just fine

4

@maseren said:
Hi All,

I just purchased my plex pass yesterday and confirmed it’s working. I am having issues however, getting external trailers to work. I have enabled all the different options needed via the guide, including the settings under Agents → Plex Movie and Agents → The Movie Database, ensuring trailers are meant to work when watching movies. Essentially this works IF i enable Include Cinema Trailers from my movies in my library, however, it will ONLY display trailers from those movies. The feature I want most is “Include Cinema Trailers from new and upcoming movies in theaters” and “include Cinema Trailers from new and upcoming movies in Blu-ray”.

Also, as per instructions I made sure I clicked refresh all metadata for several of my libraries. A trailer won’t play unless I choose to have trailers from my own library play. I have also switched off plex and switched it back on, and still NO trailers. I tested this on my chrome browser, and an android and iphone app without success.

Can you assist? I have attached my logfile for reference.

Have you chose from your player how many trailers to play before movie ? after you make the setting in plex media server you have to chose from your player how many trailers will play before movie

5

@Seven_ said:
Have you chose from your player how many trailers to play before movie ? after you make the setting in plex media server you have to chose from your player how many trailers will play before movie

Yes. I’ve selected for 2 trailers to play before movies but they don’t play.

6

Same as jaydee. Everything I need to switch on or turn on, I have. I have three trailers set to play.

7

Jul 02, 2017 11:41:29.148 [6660] ERROR - IVA: Error downloading trailers for source 1.

This is a known issue. The developers are working on a fix.

8

Hi OttoKerner where did you find that line by chance? was it within my own logs, and where is it this listed as a known issue?

Any ideas on an ETA for fix. Major disappointment for me considering i JUST got the plexpass :slight_smile:

9

@maseren said:
Hi OttoKerner where did you find that line by chance? was it within my own logs, and where is it this listed as a known issue?

Yes, this was within your log files.

Any ideas on an ETA for fix.

Days.

10

Are you a actual Dev by chance? like i said, new to the forums.

11

@maseren said:
Are you a actual Dev by chance?

Nope.

12

He’s a Plex Ninja which is basically a power user who helps a lot on the forums.

13

Gotcha. Thanks for the clarification. I guess then we wait on the Devs to
fix this issue. Just was excited about the trailer functionality. Main
reason I got Plexpass.

On Mon, Jul 3, 2017 at 10:32 AM, jaydee77ca <forums+d278214-s6025034@plex.tv

14

Yeah, it’s a pretty neat feature.

15

Hey Otto or anyone else. Is their a plex media server version that will
work well with trailers for now, or is the mentioned issue affecting all
plex media server versions? is there a beta update perhaps?

On Mon, Jul 3, 2017 at 11:04 AM, jaydee77ca <forums+d278214-s6025034@plex.tv

16

@maseren said:
Hey Otto or anyone else. Is their a plex media server version that will
work well with trailers for now, or is the mentioned issue affecting all
plex media server versions? is there a beta update perhaps?

No, this is a cloud infrastructure issue, AFAIK.

17

I can safely report that trailers are working again. Having a few issues with pre-roll videos but i’ll create a seperate thread for this.

18

Hi there,

As of today, trailers are being finicky again. Managed to get only one trailer to play from chrome and openpht and Plex media player. However strangely enough it seems to work fine via Android plexapp. Anyone know what might be the issue?

Just to add, if I play certain movies it will show all 3 trailers I requested, while others will play one only, and yet others will play none.

19

Hi,

I’m having the same issue.

It’s also affecting all of the players attached to my sever.

Roku app, Samsung app, Sony opera app.

None can play trailers, it says the transcoder has crashed.

@OttoKerner any idea when this will be fixed ??

Cheers

20

@OttoKerner any word on an update about this issue ?? :frowning: