I pay for Plex monthly and I’m having an issue with muliple Roku 3s and a Roku stick. How do I get support from Plex? The error message is We’re unable to play this video, make sure the server is running and has access to this video. I can play it on my Nvidia shield just fine. The only difference is that the shield can direct play all my videos and the Roku needs to transcode them. Is just started happening the last few weeks. I’ve enables logging and remote logging and replicated the issue. The video plays for 3-4 minutes then that error comes up. I can restart the video immediately after getting the error.
You may get your support here on these forums. It’s kind of game of luck, but the Plex guys have been more active recently.
However, in order to ease it up for everyone, please post the kind of device that runs Plex server (Windows PC, linux, NAS, etc), and Plex server version.
Also please enable debug logging on server (NOT verbose logging), reproduce the problem and post them there. You have much higher chance of somebody actually solving your problem if you are prepared from the start 
Try providing a bit more information to work with. For example how is the shield and the different Roku’s attached to the network? Are they using wired Ethernet or using WIFI?
If WIFI how many different video streams are being broadcast from your Plex server when this happens? What hardware is your Plex server running on?
The more basic info you can provide the easier it will be to have some reasonable place to start to look. Also if you could try and reproduce this it would be great. As soon as you have this problem again. Stop what you’re doing. Login to Plex as admin. Go to Settings/Server/Help and download the ZIP file of your logs. Then come back here to this thread, post a message and attach your log zip file.
Carlo
@cayars said:
Try providing a bit more information to work with. For example how is the shield and the different Roku’s attached to the network? Are they using wired Ethernet or using WIFI?If WIFI how many different video streams are being broadcast from your Plex server when this happens? What hardware is your Plex server running on?
The more basic info you can provide the easier it will be to have some reasonable place to start to look. Also if you could try and reproduce this it would be great. As soon as you have this problem again. Stop what you’re doing. Login to Plex as admin. Go to Settings/Server/Help and download the ZIP file of your logs. Then come back here to this thread, post a message and attach your log zip file.
Carlo
I’ve attached my server logs. The roku and shield are all connected using wire. The server is a windows 7 running on a Xeon E5-2690 with 12GB RAM. The movies are spread out between 3 Drobo each with about 10TB. The shield can direct stream everything from recorded TV shows to Blu-rays without an issue. Last night I was the only one trying to stream content. I’m also using my own SSL cert.
Oh sorry forgot to ask. What was the movie/show you were watching that caused a problem. That will help us find it in the logs.
The one I was testing with was Lucifer S3 E3.
You have some strange errors and critical errors in your logs. I’d advice a quick step of uninstalling Plex and then reinstalling it again. You won’t loose any data or settings. Pretty much just like doing an update. This might fix some of the system bundle errors you have.
2017-10-18 11:09:13,194 (17c4) : ERROR (agentkit:462) - We seem to be missing the hash for media item [E:\TV Shows\Lucifer\Season 3\Lucifer S03e03.mkv]
I’m also seeing an error on the file as well. I’m not sure what that one means so I need to ask a dev.
Okay, I’ve reinstalled Plex with a new download from Plex.tv. I will try the Roku devices when I get home to see if there is any difference in playback. Interesting that there is an error on the file and the shield has no issues with playback but the Roku does.
So the rokus are acting the same. Just under 4 minutes the playback stops. Any luck from the dev?
Update: I just set the shield to transcode Lucifer down to 4Mbps 720p from 12Mbps 1080p(direct) because the rokus are set to transcode. It played just file. I setup the Roku to direct stream and everything worked fine. Then switched the setup back to transcode and I get the same issue. Seems to be a transcoding issue when its being played from a roku only. Maybe its a Roku client issue? Maybe there is an issue with the latest firmware from Roku or the Plex app itself? In my research, I did find in 2016 there was a similar issue that dealt with the newly pushed firmware from Ruko. I’ve enabled logs, remote logging and replicated the issues multiple times. Do the logs get sent to my server or to Plex? If my server, then the log dump I gave you has them.
