Failed Playback from Smart Collections - "Sorry! Something went wrong" & "couldn’t retrieve the play queue for this item" errors

Plex Players
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1

Plex Media Server: Version 1.23.6.4881
Plex Player Vizio: Version 5.20.1

I noticed that playback fails when initiated from a Smart Collection, when either playing directly from Plex Player on Vizio TV and/or when casting via chromecast. Casting on chromecast does not work regardless of media device, so far I have tried casting to Vizio TV, Google TV Chromecast and Android TV Projector. When casting I get “Sorry! Something went wrong” error and when playing directly on Vizio TV I get “couldn’t retrieve the play queue for this item” error. Error occurs when playing from servers both on Windows 10 and WDMyCloud and from smart collections in all media sources, i.e. Movies, TVs and Music.

2

Hi @ruuk may you confirm if that is a smart tv thing or my server thing…

3

I’m not seeing the issue when I test it. Could you give me some details of what the filter is for the collection so that I can try to create a similar collection? (i.e. maybe it’s something related to the specific collection)

Also, it would be useful to know if it worked on the web browser client, if you wouldn’t mind giving that a try.

4

Hey @ruuk filters are below, plays fine on all my other players except Smart TV and Casting using chrome cast.

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5

I can reproduce the issue using the same filter. I’ll file an issue so we can look into it.

To be clear, I got the same error if I hit the play button on the collection page. Playing by selecting one of the items in the collection worked fine. Let me know if your experience is different.

Thanks for the report.

6

Exactly the same yes. The autoplay however selects the next episode in the series and not the next in the collection.

7

Just want to say I also am experiencing this issue as described, when attempting to cast from a smart collection using “play” or “shuffle”, individual items work fine. I see an issue has been created already, just wanted to confirm the bug, much love to Plex and Plex Staff!

8

Hi @ruuk, just wanted to add something here which I noticed from playback on smart collections on Android TV, it seems like episodes cannot resume playback when partially played, instead playback commences from the beginning of the episode. Noted that Apple TV resumes just fine.

9

You’ll probably want to create a separate topic tagged for android-tv so that the right people see that one.

10

OK thanks, will do.

11

Just bumping this thread. Any updates on how this is going @ruuk ?

12

Hey @ruuk bumping the thread to keep the issue alive. Still seems an issue. Thanks for the support.

13

Yeah, no movement on this yet, sorry I didn’t reply on your last message, it got lost in the holidays.

14

I went ahead and looked at it and have a fix. It won’t be in the next release, but should be in the one following that (about 2 weeks).

15

Thanks @ruuk appreciate the feedback. I noticed that casting from iOS app to android tv now works fine. So it’s just the Android mobile app that’s an issue.

16

Hey y’all. Saw the below:

  • Fixed some smart collections failing to play when starting from the play button.

Thanks.

17

@ruuk this still an issue when using the shuffle button from a smart collection on all my home users accounts. Seems to work fine on my admin account though.

18

I’m not able to repro this using the collection that I reproduced the failures originally. Could you share a screenshot of the filter used to create this smart collection?

19

@ruuk I did some more testing. This is happening in all collections for my users on the AppleTV client. Not just smart collections as I initially thought but all collections. "couldn’t retrieve the play queue for this item” yet it works fine on my admin account on the ATVs. How else can I help?

20

Ahh, that’s why I can’t repro it, your using an Apple TV. You’ll want to create a new thread tagged for Apple TV so that the correct people will see it. This thread was about a Vizio issue.