Server Version#:1.15.3.876
Since updating to Plex server v 1.15.3.876 Plex no longer automatically adds movie posters to movies added to the system.
I removed a movie in which the movie poster was added by Plex automatically before the upgrade. I also cleared the cache AppData\Local\Plex Media Server\Plug-in Support\Caches
When I added the same movie back and did both a scan and refresh, no movie poster to be found.
The same for trailers.
Any and all help appreciated.
Thanks.
Jeffrey
Hi @JeffreyF13.
I am not experiencing this, however I am experiencing Extras posters / thumbnails not being added…
Aside from the posters, what about all the other metadata? Such as title, summary., directors, writers… etc. Is any of that being downloaded?
ALL metadata is not appearing. The only things that appears are the name of the file itself and the attributes of the file.
This started with v 1.15.3.876.
I do recall that when the Plex Manager notified me there was an update, I clicked on the ‘Download Update’ and was told there was a problem automatically downloading and that I shoudl do a manual download and install.
This is what I did.
Not sure if this would cause the issue, however, I am sharing so all the details are available.
Can you try analyzing the file between those two steps. There seems to be an issue with media analysis kicking in that I am gathering info on for bug report.
Let me know what or how I can analyze the file for you.
you can do it per library or per item. in this case do per item after the initial scan a
add a new file
scan and give it a minute to complete
if it does not load posters etc
analyze from ellipses menu on bottom right of poster when hovering on poster
refresh metadata
Something similar has been happening for me on the docker release, but only when “upgrading” a movie. When a movie is replaced with a higher quality one, none of the matching happens. Clicking on fix match fixes it, analyzing might work too, but haven’t checked.
I went to the same film I added 3 days ago that did not update the movie poster or extras. I clicked on Analyze, exactly as you describe in your instructions. Once this was done, I did a Refresh Metadata.
When the refresh was done the movie poster did not display. There were no extras either.
Will await to hear back on any other steps you’d like me to perform.
Thanks.
I forgot to ask if other things are loading like the plot summary. Would you mind grabbing the xml info for that file (likely need to copy past it into a text file).
from that same ellipses menu choose Get Info and on the window that pops up choose View XML on the bottom left.
Nothing is loading. There is no plot summary.XML Info.txt (2.4 KB)
File uploaded with XML information.
Appreciate the help. Will wait to hear back for next steps.
yeah the agent are not running at all it seems. after hitting refresh metadata for that file can you get the logs. It is not matched at all. meaning it did not even decide what movie it is to start getting metadata.
Are you using Plex Movie for your movie library?
can you remove the movie, clear the cache folder again then also clean bundles form the library menu, then add it back and get logs. hopefully we can see why it can’t seem to match it
I can do this. If you could remind me how I can get the log after I do all of this I would appreciate it
Jeffrey
Quote:
Never, never, never, never, never, in nothing great or small, large or petty, never give in, except to convictions of honour and good sense. Never yield to force; never yield to the apparently overwhelming might of the enemy. – Winston Churchill
Go to sever settings. at the bottom left of side bar to Troubleshooting and there is button to download a zip file that has all the logs.
I have:
At this point nothing changed.
I went on to:
No movie poster, trailers, or extras appeared.
I have downloaded the log files which are here:
Plex Media Server Logs_2019-04-10_22-01-20.zip (2.3 MB)
I appreciate your continued help.
Will wait to hear from you.
Thanks.
Jeffrey
Thank you for the logs
They show an issue between the PlexScriptHost.exe processes and Plex Media Server.exe process where requests are not getting through
As an example - all these requests never showed up at the Plex Media Server.exe process
What firewall / security software do you have running?
Any proxy software running?
Could you get me the following:
Start an elevated command line window:
Start / Run / cmd and right click on Command Prompt and select Run As Adminstrator
Then in the command line elevated window, type this command
netstat -a -b -n > "%LocalAppData%\netstat_2019-Apr-11a.txt"
Then go to Internet Options (typing it in within the windows search bar in bottom left corner) should find Internet Options (Control Panel)
Select tab Connections
Click on LAN Settings
and get a screenshot,
If Proxy server box is ticked, click on Advanced and get another screenshot
Then find this file
C:\Windows\System32\drivers\etc\hosts
and take a copy of it to upload here with the rest of the diagnostics
Upload the "%LocalAppData%\netstat_2019-Apr-11a.txt" file and hosts file and the screenshots
and details of what security / anti virus software installed and if the .exe files are whitelisted, specifically of interest
C:\Program Files (x86)\Plex\Plex Media Server\PlexScriptHost.exe
could you also get me screenshot of windows task manager with Details tab selected and the view sorted by name and the screenshot to be for the entries starting with Plex showing process name, PID, Status and Username
Thank you for your instructions which were excellent.
In answer to your questions:
Firewall/security software: Norton
Firewall: Sophos
Proxy software: None
I have followed each step.
Interestingly, the Proxy was turned on in the Internet Settings. I have since turned it off.
The requested files and screenshots enclosed.
The antivirus software is Norton. I have added the Plex directory to be excluded. All of the Plex programs were already whitelisted.
I have done another Refresh Metadata and there is no change. The system is not finding the movie poster, trailers, or extras.
I will wait to hear back on next steps.
Thank you.
Jeffrey
PLEX Files.zip (569.1 KB)
That is interesting and strange for the Proxy to be enabled but no detail
With regards to your norton screenshot, i presume all the other Plex Media Server .exe files were showing on that screen - except not included in your screenshot?
I do not know if you rebooted after unticking the proxy - but that would be something to try and then getting fresh logs zip and a new screenshot of the internet options connections lan settings screen - as there may be something that is re-enabling the proxy
With regards to the security software you are running: Norton and Sophos - both have advanced security checks and may need more action than just whitelisting .exe files
what settings does Sophos have?
I have restarted the server and the proxy remains unchecked.
I performed another analyze of the film and initiated a Refresh Metadata right afterwards. There was no change.
I have uploaded the logs after restarting the server.
I have also enclosed a screenshot showing all of the Plex programs.
I have modified Norton to excluded the Plex directory from all scans.
Sophos is a hardware firewall
If there are specific websites Plex goes to for its movie database, let me know and I can ensure these sites are all whitelisted.
Please note that none of the Sophos firewall settings have changed since the issue began.
Logs all look good. All the earlier errors in PlexScriptHost.exe prcess communicating with the Plex Media Server.exe process have gone and requests are getting through
Also I can see loads of successful requests to http://image.tmdb.org
What we need to do is concentrate on one specific movie and drill down and then try and replicate your issue with having similar library file/folder names
But first lets do a test with creating a new test library with just one of the movies that is not getting posters
I can see you did a refresh metadata for P:\0001 Movies\Mary Queen of Scots (2018).mp4 at 06:55 am. I will look into the logs for that
