# External Trailers Aren't working - New Plex User - Please help! **URL:** \ **Category:** General Discussions\ **Created:** [July 2, 2017, 9:20pm UTC](https://forums.plex.tv/t/external-trailers-arent-working-new-plex-user-please-help/197797 "2017-07-02T21:20:09Z")\ **Posts on this page:** 20\ **Page:** 1
**Author:** ![maseren](https://avatars.discourse-cdn.com/v4/letter/m/3da27b/32.png) [@maseren](https://forums.plex.tv/u/maseren)\ **Post date:** [July 2, 2017, 9:20pm UTC](https://forums.plex.tv/t/external-trailers-arent-working-new-plex-user-please-help/197797/1 "2017-07-02T21:20:09Z")
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. ---
**Author:** ![charlie2alpha](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/charlie2alpha/32/281791_2.png) [@charlie2alpha](https://forums.plex.tv/u/charlie2alpha)\ **Post date:** [July 3, 2017, 4:19am UTC](https://forums.plex.tv/t/external-trailers-arent-working-new-plex-user-please-help/197797/2 "2017-07-03T04:19:29Z")
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. ---
**Author:** ![KumarjitDey](https://avatars.discourse-cdn.com/v4/letter/k/df788c/32.png) [@KumarjitDey](https://forums.plex.tv/u/KumarjitDey)\ **Post date:** [July 3, 2017, 6:20am UTC](https://forums.plex.tv/t/external-trailers-arent-working-new-plex-user-please-help/197797/3 "2017-07-03T06:20:38Z")
It happens once in a while with my plex too. But another day it works just fine ---
**Author:** ![Seveen](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/seveen/32/316624_2.png) [@Seveen](https://forums.plex.tv/u/Seveen)\ **Post date:** [July 3, 2017, 9:50am UTC](https://forums.plex.tv/t/external-trailers-arent-working-new-plex-user-please-help/197797/4 "2017-07-03T09:50:02Z")
> @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 ---
**Author:** ![jaydee77ca](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/jaydee77ca/32/82772_2.png) [@jaydee77ca](https://forums.plex.tv/u/jaydee77ca)\ **Post date:** [July 3, 2017, 1:02pm UTC](https://forums.plex.tv/t/external-trailers-arent-working-new-plex-user-please-help/197797/5 "2017-07-03T13:02:06Z")
> @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. ---
**Author:** ![maseren](https://avatars.discourse-cdn.com/v4/letter/m/3da27b/32.png) [@maseren](https://forums.plex.tv/u/maseren)\ **Post date:** [July 3, 2017, 1:30pm UTC](https://forums.plex.tv/t/external-trailers-arent-working-new-plex-user-please-help/197797/6 "2017-07-03T13:30:28Z")
Same as jaydee. Everything I need to switch on or turn on, I have. I have three trailers set to play. ---
**Author:** ![OttoKerner](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/ottokerner/32/10079_2.png) [@OttoKerner](https://forums.plex.tv/u/OttoKerner)\ **Post date:** [July 3, 2017, 1:36pm UTC](https://forums.plex.tv/t/external-trailers-arent-working-new-plex-user-please-help/197797/7 "2017-07-03T13:36:06Z")
`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. ---
**Author:** ![maseren](https://avatars.discourse-cdn.com/v4/letter/m/3da27b/32.png) [@maseren](https://forums.plex.tv/u/maseren)\ **Post date:** [July 3, 2017, 1:44pm UTC](https://forums.plex.tv/t/external-trailers-arent-working-new-plex-user-please-help/197797/8 "2017-07-03T13:44:21Z")
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 🙂 ---
**Author:** ![OttoKerner](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/ottokerner/32/10079_2.png) [@OttoKerner](https://forums.plex.tv/u/OttoKerner)\ **Post date:** [July 3, 2017, 1:45pm UTC](https://forums.plex.tv/t/external-trailers-arent-working-new-plex-user-please-help/197797/9 "2017-07-03T13:45:14Z")
> @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. ---
**Author:** ![maseren](https://avatars.discourse-cdn.com/v4/letter/m/3da27b/32.png) [@maseren](https://forums.plex.tv/u/maseren)\ **Post date:** [July 3, 2017, 1:46pm UTC](https://forums.plex.tv/t/external-trailers-arent-working-new-plex-user-please-help/197797/10 "2017-07-03T13:46:50Z")
Are you a actual Dev by chance? like i said, new to the forums. ---
**Author:** ![OttoKerner](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/ottokerner/32/10079_2.png) [@OttoKerner](https://forums.plex.tv/u/OttoKerner)\ **Post date:** [July 3, 2017, 2:15pm UTC](https://forums.plex.tv/t/external-trailers-arent-working-new-plex-user-please-help/197797/11 "2017-07-03T14:15:19Z")
> @maseren said: > Are you a actual Dev by chance? Nope. ---
**Author:** ![jaydee77ca](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/jaydee77ca/32/82772_2.png) [@jaydee77ca](https://forums.plex.tv/u/jaydee77ca)\ **Post date:** [July 3, 2017, 2:32pm UTC](https://forums.plex.tv/t/external-trailers-arent-working-new-plex-user-please-help/197797/12 "2017-07-03T14:32:37Z")
He’s a Plex Ninja which is basically a power user who helps a lot on the forums. ---
**Author:** ![maseren](https://avatars.discourse-cdn.com/v4/letter/m/3da27b/32.png) [@maseren](https://forums.plex.tv/u/maseren)\ **Post date:** [July 3, 2017, 2:33pm UTC](https://forums.plex.tv/t/external-trailers-arent-working-new-plex-user-please-help/197797/13 "2017-07-03T14:33:45Z")
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](mailto:forums+d278214-s6025034@plex.tv) ---
**Author:** ![jaydee77ca](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/jaydee77ca/32/82772_2.png) [@jaydee77ca](https://forums.plex.tv/u/jaydee77ca)\ **Post date:** [July 3, 2017, 3:04pm UTC](https://forums.plex.tv/t/external-trailers-arent-working-new-plex-user-please-help/197797/14 "2017-07-03T15:04:35Z")
Yeah, it’s a pretty neat feature. ---
**Author:** ![maseren](https://avatars.discourse-cdn.com/v4/letter/m/3da27b/32.png) [@maseren](https://forums.plex.tv/u/maseren)\ **Post date:** [July 3, 2017, 4:18pm UTC](https://forums.plex.tv/t/external-trailers-arent-working-new-plex-user-please-help/197797/15 "2017-07-03T16:18:09Z")
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](mailto:forums+d278214-s6025034@plex.tv) ---
**Author:** ![OttoKerner](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/ottokerner/32/10079_2.png) [@OttoKerner](https://forums.plex.tv/u/OttoKerner)\ **Post date:** [July 3, 2017, 4:19pm UTC](https://forums.plex.tv/t/external-trailers-arent-working-new-plex-user-please-help/197797/16 "2017-07-03T16:19:10Z")
> @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. ---
**Author:** ![maseren](https://avatars.discourse-cdn.com/v4/letter/m/3da27b/32.png) [@maseren](https://forums.plex.tv/u/maseren)\ **Post date:** [July 5, 2017, 4:09pm UTC](https://forums.plex.tv/t/external-trailers-arent-working-new-plex-user-please-help/197797/17 "2017-07-05T16:09:57Z")
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. ---
**Author:** ![maseren](https://avatars.discourse-cdn.com/v4/letter/m/3da27b/32.png) [@maseren](https://forums.plex.tv/u/maseren)\ **Post date:** [July 7, 2017, 12:29am UTC](https://forums.plex.tv/t/external-trailers-arent-working-new-plex-user-please-help/197797/18 "2017-07-07T00:29:33Z")
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. ---
**Author:** ![BigDan](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/bigdan/32/97001_2.png) [@BigDan](https://forums.plex.tv/u/BigDan)\ **Post date:** [July 16, 2017, 3:11pm UTC](https://forums.plex.tv/t/external-trailers-arent-working-new-plex-user-please-help/197797/19 "2017-07-16T15:11:15Z")
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 ---
**Author:** ![BigDan](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/bigdan/32/97001_2.png) [@BigDan](https://forums.plex.tv/u/BigDan)\ **Post date:** [July 30, 2017, 3:03pm UTC](https://forums.plex.tv/t/external-trailers-arent-working-new-plex-user-please-help/197797/20 "2017-07-30T15:03:57Z")
@OttoKerner any word on an update about this issue ?? ☹ [Next page](https://forums.plex.tv/t/external-trailers-arent-working-new-plex-user-please-help/197797.md?page=2)