tl;dr. I’m unofficially calling this a bug with Version 1.13.9.5439
I’m starting to deal with a new issue and it’s super frustrating, super impacting and all my home users are giving up faith that plex is stable. Please help!
Starting pretty much out of no where when on a device (apple tv or iphone so far) and you go to select a library (i.e. TV Shows (Server name)) we get the dreaded “Server is Unavailable” with the Houston we have a problem error. Switching to other libraries works. Accessing the library having “the problem” from the web browser works. It’s only on non-web browser clients. To solve it I usually have to delete the library, recreate it (which has to do all the metadata ugh) and then pray i can go a day without it happening to some other random library.
I’m windows Plex, latest beta build. It’s actually a fresh server I built as I was experiencing the same issue with my old one. What should I look for in the logs?
Edit: Here is a video of my problem. When you see me switch to the libraries having a problem I get the error. If I access all this through app.plex.tv on a web browser the libraries load fine. https://www.youtube.com/watch?v=Yf41oSWj54M
Update: I’m starting to find the problem but can’t explain it. I noticed when this issue happens a TV shows metadata is reporting the wrong amount of episodes. For example I just noticed that a recent tv show that was DVRd (A Million Little Things) was showing the number 2 for unwatched, but there was actually only 1 show. Another recent DVR show Live with Kelly & Ryan was showing 11 unwatched episodes on the thumbnail but there was only 1 show. I moved those shows out of the library, scanned and the library was working again. I readded the shows back into the library, rescanned and the correct number of episodes was reflected and it was all working.
For example, witht he problem present this show says 2 unwatched
Looking in the tv show there is only 1 episode
If i remove the show from the library, rescan, then add back and scan again the correct number is showing
Would need logs to go with the screenshots of failure to access the server library. I have noticed that the iOS app sometimes does not detect changes to servers access if the cached info becomes out of date and may need to kill the Plex iOS app and re-launch it
Logs would be needed from both server and app as well as the screenshots
I have referred this to the development team but would love to get Plex iOS and Plex Media Server logs to have confirmation that the counts issue is related to the failure to load libraries
I’ll work on this. I had to do an uninstall and revert back to public for my “production” plex infrastructure. I’m going to build a replication of my production and upgrade to beta. Then I’ll get logs.
I’m having the same issue with my ‘Recorded Tv’ library. I added a new one ‘OTA Recordings’ and pointed to the same folder on my smb share on my NAS and all my recorded content loaded. I am also running on the beta build, 1.13.9.5439.
The issue I see is the ‘Houston we’ve got a problem’ on my iPhone as well on my Apple TV the folder is empty.
This is really a problem and has happened twice now!
The logs you would email to yourself through Settings / Help & Support / Debugging / Share Debugging Data and selecting Mail
I would like to see the zipped logs from the iOS app plus zipped logs for same period from Plex Media Server (Plex Web: Settings / Server / Help or Troubleshooting / Download Logs
Another observation when I originally reported the issue is that when this problem is present and the client is AppleTV the “crash” happens when selecting the All tab on the library. If you click on the recents tab you can still see the content.
This is the exact same issue I have been having. It’s a strange bug. I just finished rolling back and can confirm that worked. Hopefully, this one gets squashed quickly.
