Issue with my account? Not getting Cinema Trailers

Plex Media Server
1

Server Version#: 1.42.0.9975
Player Version#: 4.147.1

For a while now I’ve been unable to get Cinema Trailers to work for new and upcoming movies in theaters and for blu ray. It works fine for movies in my library. I’ve got a lifetime Plex Pass.

I’ve tried all the things on the forums here but not luck, and a few other things too.

Yesterday I tried installing PMS on my gaming PC and adding a few films but it still didn’t work.

Today I created a new plex account, signed up to Plex Pass for a month and installed PMS on my gaming PC again (after fully uninstalling it) and I am able to get Cinema Trailers for upcoming movies in theaters and blu ray.

So basically the only thing that’s changed was the account and it works. Thinking there is an issue with my account?

I attach the logs for my gaming PC. Yesterdays showing that the server couldn’t download trailers when using my actual account and todays showing the server could download trailers using the new temporary account. The relevant lines start IVA:. ie yesterdays say:-
Jul 29, 2025 12:27:57.231 [2904] DEBUG - IVA: Downloading trailer lists.
Jul 29, 2025 12:27:57.408 [31364] ERROR - PlexClient::downloadContainer: expected MediaContainer element, found Error
Jul 29, 2025 12:27:57.408 [2904] ERROR - IVA: Error downloading trailers for source 1.
Jul 29, 2025 12:27:57.557 [31364] ERROR - PlexClient::downloadContainer: expected MediaContainer element, found Error
Jul 29, 2025 12:27:57.557 [2904] ERROR - IVA: Error downloading trailers for source 2.

Whereas todays say:-
Jul 30, 2025 15:52:37.403 [23292] DEBUG - IVA: Downloading trailer lists.

and

Jul 30, 2025 15:52:37.541 [23292] DEBUG - IVA: Downloaded 48 trailers for source 1.
Jul 30, 2025 15:52:37.575 [23292] DEBUG - IVA: Downloaded 28 trailers for source 2.

Thanks in advance.
Plex Media Server - 290725.log (184.9 KB)
Plex Media Server - 300725.log (373.5 KB)

2

Ok so I fixed this. But it doesn’t really make any sense.

When it wasn’t working I definitely had “Always include English language Cinema Trailers for trailers of movies not in my library.” ticked under Extras. And I definitely had “Automatically select audio and subtitle tracks” unticked under Languages. The “Prefer audio tracks in” and “Prefer subtitles in” were at the default (Abkhazian I think) but that should have been irrelevant due to the previous two options mentioned.

Anyway, I thought I’d try ticking the “Automatically select audio and subtitle tracks” and changing it to English (UK) but it didn’t save. So I changed it to just English and it saved and now Cinema Trailers are working.

It doesn’t really make sense that that’s what it took to fix it but it’s working so I’m not touching anything.