Failed to stream media, client probably disconnected

Plex Players Streaming Devices
1

Server Version#: 1.18.3.2156
Player Version#: 7.25.1.14216

Dear all,

I am having difficulties while trying to play 4k videos on one of my clients. I use the same hardware on every client (Xiaomi Mi Box S) and I am able to play any file on remote.

This only user is getting a fault error while trying to play 4K videos (Server connection lost).

As you can see from the server log below, it seems that the client is closing the connection by itself while buffering.

Dec 29, 2019 22:29:06.376 [0x7f22fd343700] DEBUG - HTTP 200 response from GET tp://127.0.0.1:32400/library/metadata/3995?X-Plex-Token=xxxxxxxxxxxxxxxxxxxx&includeBandwidths=1&offset=-1&X-Plex-Incomplete-Segments=1&X-Plex-Session-Identifier=9e646d4aeb1664f9-com-plexapp-android
Dec 29, 2019 22:29:06.380 [0x7f22fd343700] DEBUG - Streaming Resource: Adding session 0x7f231d33c140:9e646d4aeb1664f9-com-plexapp-android which is using 46985kbps of WAN bandwidth. Used is now 46985kbps
Dec 29, 2019 22:29:06.380 [0x7f22fd343700] DEBUG - Streaming Resource: Added session 0x7f231d33c140:9e646d4aeb1664f9-com-plexapp-android
Dec 29, 2019 22:29:06.387 [0x7f22fd343700] DEBUG - Streaming Resource: Reached Decision id=3995 codes=(MDE=1000,Direct play OK.) media=(id=8723 part=(id=8926 decision=direct play protocol=* streams=(Video=(id=21032 decision= width=3840 height=2160) Audio=(id=21033 decision= channels=0 rate=0))))
Dec 29, 2019 22:29:06.388 [0x7f22fd343700] DEBUG - Content-Length of /share/GeekHouse/PelĂ­culas/Joker.2019.4K.HDR.2160p.mkv is 20205801874 (of total: 20205801874).
Dec 29, 2019 22:29:06.978 [0x7f2350a9c700] DEBUG - Auth: authenticated user 26675222 as borjagilvivancos@gmail.com
Dec 29, 2019 22:29:06.979 [0x7f230334f700] DEBUG - Request: [85.56.24.22:11532 (WAN)] GET /library/parts/8926/1576875633/file.mkv?autoAdjustQuality=0&hasMDE=1&location=wan&mediaBufferSize=209664 (17 live) TLS Signed-in Token (borjagilvivancos@) (range: bytes=20205800674-)
Dec 29, 2019 22:29:06.985 [0x7f230334f700] DEBUG - Content-Length of /share/GeekHouse/PelĂ­culas/Joker.2019.4K.HDR.2160p.mkv is 1200 (of total: 20205801874).
Dec 29, 2019 22:29:07.005 [0x7f234bfff700] DEBUG - Completed: [85.56.24.22:11532] 206 GET /library/parts/8926/1576875633/file.mkv?autoAdjustQuality=0&hasMDE=1&location=wan&mediaBufferSize=209664 (17 live) TLS 26ms 1200 bytes (range: bytes=20205800674-)
Dec 29, 2019 22:29:07.018 [0x7f2350a9c700] DEBUG - Failed to stream media, client probably disconnected after 1376256 bytes: 104 - Connection reset by peer
Dec 29, 2019 22:29:07.018 [0x7f2350a9c700] DEBUG - Completed after connection close: [85.56.24.22:11530] 206 GET /library/parts/8926/1576875633/file.mkv?autoAdjustQuality=0&hasMDE=1&location=wan&mediaBufferSize=209664 (17 live) TLS 725ms 1376256 bytes (range: bytes=0-)
Dec 29, 2019 22:29:07.372 [0x7f234bfff700] DEBUG - Auth: authenticated user 26675222 as borjagilvivancos@
Dec 29, 2019 22:29:07.373 [0x7f230134b700] DEBUG - Request: [85.56.24.22:11533 (WAN)] GET /library/parts/8926/1576875633/file.mkv?autoAdjustQuality=0&hasMDE=1&location=wan&mediaBufferSize=209664 (18 live) TLS Signed-in Token (borjagilvivancos@gmail.com) (range: bytes=7906-)
Dec 29, 2019 22:29:07.379 [0x7f230134b700] DEBUG - Content-Length of /share/GeekHouse/PelĂ­culas/Joker.2019.4K.HDR.2160p.mkv is 20205793968 (of total: 20205801874).
Dec 29, 2019 22:29:07.793 [0x7f234bfff700] DEBUG - Auth: authenticated user 26675222 as borjagilvivancos@
Dec 29, 2019 22:29:07.796 [0x7f2304b52700] DEBUG - Request: [85.56.24.22:11527 (WAN)] GET /:/timeline?bufferedTime=417&duration=7307456&guid=com.plexapp.agents.imdb%3A%2F%2Ftt7286456%3Flang%3Des&key=%2Flibrary%2Fmetadata%2F3995&playbackTime=0&playQueueItemID=Delay-1935904976&ratingKey=3995&state=stopped&time=0&timeStalled=1&timeToFirstFrame=0&token=xxxxxxxxxxxxxxxxxxxx (18 live) TLS GZIP Signed-in Token (borjagilvivancos@)
Dec 29, 2019 22:29:07.797 [0x7f2304b52700] DEBUG - Client [9e646d4aeb1664f9-com-plexapp-android] reporting timeline state stopped, progress of 0/7307456ms for guid=com.plexapp.agents.imdb://tt7286456?lang=es, ratingKey=3995 url=, key=/library/metadata/3995, containerKey=, metadataId=3995, source=
Dec 29, 2019 22:29:07.830 [0x7f2304b52700] DEBUG - We’re going to try to auto-select an audio stream for account 26675222.
Dec 29, 2019 22:29:07.830 [0x7f2304b52700] DEBUG - Selecting best audio stream for part ID 8926 (autoselect: 1 language: en)
Dec 29, 2019 22:29:07.830 [0x7f2304b52700] DEBUG - We’re going to try to auto-select a subtitle.

I hope you can help me. Best regards.

2

Go to settings, advanced and disable new video player. Should fix your problem:)

2 Likes
3

I have this exact same issue on several devices that use the Android client. There is not an option to “DISABLE NEW VIDEO PLAYER” under settings -> advanced -> player.

Any help would be greatly appreciated, as this has been an ongoing problem for several months now.

4

Yeah I’m seeing this issue as well. Why can we not disable a video player that doesn’t work?

5

Is there a way to get Plex Support to look into this?

6

I have been looking for this solution for some time now and it has been getting progressively worse. Thank you!

7

It is option on client not server and I tested and it worked.

8

Where is the setting?
The setting DOES exist on my SHIELD; however it DOES NOT exist on my phone (android note 8).

9

For what it’s worth I was having this problem with a Shield. Disabling the new player allows me to play 4K movies without interruption now.

10

Same for me on the Shield client. Any updates on how to do this with an Android Phone Client?

11

Just started happening for me on the android client - direct play mp4 - disabling new player doesn’t solve it.

The android player has always been poor - have started using JellyFin to play things as plex support seems totally lacking these days.

12

Hi, Im getting this issue on an Apple TV (4k). This is obviously a client issue that PLEX needs to fix. I am only seeing this on my home movie collection and this is on files that I have played on this device in the past.
Is anyone from PLEX looking at this?

Thanks

3 Likes
13

I am having this issue playing some videos on AppleTV 4th generation, but it seems to work fine on the 4K version.

14

I may be having a the same issue. I’m no expert at interpreting the logs but coming across your post made me search my latest server log for the terms “failed to stream media” and sure enough it is present in my log around the time of my crash:

Apr 27, 2020 18:27:40.388 [0x7f09f480b700] DEBUG - Failed to stream media, client probably disconnected after 4540416000 bytes: 104 - Connection reset by peer

I’m using an Nvidia Shield TV and I’ve been having playback errors and crashes with the New Player enabled. I don’t get any errors with the New Player disabled. Most of my media is 1080p HEVC in an MKV, not 4K.

I seem to have some sort of “audioTrackUnderrun” message in my client logs as well. Again, I’m no expert with these logs, so I’m not sure if that is related or a separate issue.

Here’s a link to my post with all the details of my experience over the last handful of android tv beta releases:

15

I managed to correct this problem by using Plex to “optimize for TV” and play the TV-optimized version instead of the original. I guess Plex corrected something during the optimization process.

Now if it was just easier to choose the optimized versions…

17

Hopefully this will help someone, I had this exact error message while using my Shield and AppleTV 4k devices while streaming a movie from my Plex server. It wasn’t every time, just some of the time and when it happened, you could never get the movie to play correctly. Plex never used more than 1% CPU, but I kept thinking it was a transcoding issue.

The issue was that my devices were occasionally connecting to the 2.4ghz WiFi SSID instead of my 5Ghz one. Created a new SSID that was exclusively on my 5Ghz radio, connected my devices to it and now no more buffering.

1 Like
18

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