File not playing Firestick

Plex Players Streaming Devices
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Server Version#: 1.18.0.1392-cf94f6a1
Player Version#: Not sure - but latest install

Hi Folks
I have some MP4 video files that play perfectly well from Plex onto my LG TV plex app, my PC Plex app and also in a browser.
But on both my Amazon Firsteicks, (Model 1 and latest) they fail to play with the message:-
“An error occurred while attempting to play this video. Please check your connection and try again”
This is detail from mediainfo one the files.

image

Any suggestions of how to fix this please?

1 Like
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I can’t help you with a fix, but I CAN tell you that one of my external users contacted me with a very similar problem: he gets that error on his Fire TV Stick trying to play virtually anything on my PMS. If he switches to either his Apple TV or his Samsung TV apps, everything works fine.

I can’t test myself as I don’t have a Fire TV or Fire TV Stick. I did try from my Nvidia Shield TV Pro (since they’re both Android), and that worked fine, but I’m assuming the clients are actually different.

When I look in the PMS log, I see…nothing. No indication that he even tried to play anything. And Tautulli doesn’t show any attempt either.

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I have solved the issue for me by re-encoding the videos.
I am wondering if the Firestick is light on codecs perhaps.

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Do you not have transcoding enabled?

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Yes I do - hence my confusion.
But as I say - re-encoding it solved the issue so ll i swell come the end.

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Have you tried switching to the old player?
The new player refuses to work sometimes

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I will be honest and say I am not that knowledgeable about fire sticks - I didn’t know I could downgrade again.
But having re-encoded the files they now work ok.
It was just odd that they worked on everything I use except the firesticks.

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Just adding a note to others who might read this thread: this isn’t about downgrading to an older version of the app. Plex apps have a new video player, but they still retain the old one too. It’s an option in the settings (“Use Old Video Player”).

I’m going to try and have my user with the Fire TV Stick try that today. I will post results.

1 Like
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Check “Multi channel audio boost” on the server, if it on turn it off, worked for me.

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This fixed the issue for me on an amazon Fire TV.
Plex app > Settings > Advanced > Enable new video player > Off

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