Hi All, long time plex user and new plex pass subscriber. Up until this point everything with plex has just worked, but I can’t get the trailers button to show up in the Web Interface now the android app.
Followed these instructions to get the button shown in the plex documentation. 
The preroll trailers work as expected, just the dang trailer button wont show up.
Any assistance or direction is much appreciated.
After subscribing, did you sign your server out and back in? (Settings - Server - General)
This will update your features in the server. Plex Pass will engage from there.
I never signed in until I got Plex Pass, but I have signed out and in multiple times. No dice.
Not sure if it makes a difference but I neglected to mention its Plex server 1.9.4.4325 installed on on openSUSE Tumpleweed with port no port fwding.
Same issue here. Yesterday some extras from PlexPass where shown but after a metadata library update all extras has gone 
I did a fresh install of both OS and plex server and the same thing is happening on the new server. Any ideas?
Trailers and reviews have disapeared since yesterday. I started watching a movie with them and finsished without. No way to recover by refreshing metadata. Why???
@Macflu said:
Trailers and reviews have disapeared since yesterday. I started watching a movie with them and finsished without. No way to recover by refreshing metadata. Why???
Same thing happened to a friend of mine, he had it working before I attempted and then it disappeared for him also. I also tried installing on Windows and its the same thing. 
It’s really upsetting how can this extras go wrong without doing anything
Can you folks provide me with your log files ?
please sign the server out and back in then attempt to play a trailer.
Wait 20 seconds after failure and go to Settings - Server - Help - Download Logs.
Attach the ZIP file here and I will see what’s happeining
Thanks for taking a look!
Thanks for the logs.
Optimize database every week
Remove old bundles every week
Remove old cache files every week
Now hover over Library and see the ellipsis expose itself. Click it. Next click ‘Optimize Database’
When it completes, restart PMS to get everything restarted and fresh.
From your logs:
Nov 07, 2017 18:09:15.117 [0x7f61acbff700] INFO - It's been 35831 seconds, so we're starting scheduled library update for section 4 (Photos)
Nov 07, 2017 18:09:15.120 [0x7f61acbff700] INFO - It's been 46692505 seconds, so we're starting scheduled library update for section 2 (TV Shows)
Nov 07, 2017 18:09:15.351 [0x7f61b07ff700] WARN - SLOW QUERY: It took 240.000000 ms to retrieve 75 items.
Nov 07, 2017 18:09:17.811 [0x7f61a23ff700] WARN - SLOW QUERY: It took 230.000000 ms to retrieve 39 items.
Nov 07, 2017 18:09:17.842 [0x7f61b2ffd700] WARN - SLOW QUERY: It took 270.000000 ms to retrieve 75 items.
Nov 07, 2017 18:09:21.468 [0x7f61a23ff700] WARN - SLOW QUERY: It took 250.000000 ms to retrieve 75 items.
Nov 07, 2017 18:24:15.122 [0x7f61a23ff700] INFO - It's been 46693406 seconds, so we're starting scheduled library update for section 1 (Movies)
Nov 07, 2017 18:24:15.122 [0x7f61a23ff700] INFO - It's been 36731 seconds, so we're starting scheduled library update for section 4 (Photos)
Nov 07, 2017 18:24:15.122 [0x7f61a23ff700] INFO - It's been 46693405 seconds, so we're starting scheduled library update for section 2 (TV Shows)
Nov 07, 2017 18:24:15.386 [0x7f61a3bf9700] WARN - SLOW QUERY: It took 240.000000 ms to retrieve 75 items.
Nov 07, 2017 18:27:00.977 [0x7f61b17fe700] WARN - SLOW QUERY: It took 210.000000 ms to retrieve 75 items.
Nov 07, 2017 18:28:18.773 [0x7f61afffe700] WARN - Held transaction for too long (../Library/MetadataRelation.cpp:118): 0.120000 seconds
Nov 07, 2017 18:28:18.773 [0x7f61afffe700] WARN - Held transaction for too long (../Library/MetadataItem.cpp:6484): 0.130000 seconds
Nov 07, 2017 18:28:26.435 [0x7f61a3bf9700] ERROR - Format [JPEG] - Warning: unknown JFIF revision number 2.01
That’s not the problem. I tried a diferent trailer agent and it works. The Plex Movie and the Movie Database agent don’t work when looking for trailers and reviews.
I refresh metadata with Plex Movie and Movie Database switched on and don’t find trailers and reviews. When i try with another agent then it shows them right
@Macflu said:
That’s not the problem. I tried a diferent trailer agent and it works. The Plex Movie and the Movie Database agent don’t work when looking for trailers and reviews.
Let me see your log files. (the complete ZIP)
I will look and see what’s happening.
@ChuckPA , thanks for the suggestions. I check the scheduled tasks and everything there was already enable (see attached screenshot). I don’t remember ever adjusting anything there, but let me know if something is not recommend. Ran the optimization and restarted the service and still no trailers button. ;-(
Question about the “SLOW QUERY”. Is that warning that the query to the DB is slow? or the actual media? The media is being held on a NAS but the server itself is on SSDs. Attached another round of logs to see if things cleared up.
That’s PMS warning the DB is getting slow. When the DB gets slow, processes (like metadata retrieval and dashboard operations) get slow. When severe enough, PMS caves in on itself as the individual components lose the ability to do anything in a timely manner.
I did find some TMDB processing faults. This is one of the PMS agents starting to fault due to the slowness. It couldn’t establish a connection and took a hard fault.
2017-11-07 18:46:57,696 (7f08fb7fe700) : DEBUG (model:234) - Deserializing from /var/lib/plexmediaserver/Library/Application Support/Plex Media Server/Metadata/Movies/1/c73e9ffeca12b8125bfe818bdc8d43ca356f3f3.bundle/Contents/com.plexapp.agents.themoviedb/Info.xml
2017-11-07 18:46:57,697 (7f091cff9700) : CRITICAL (runtime:1128) - Exception in thread named '_handle_request' (most recent call last):
File "/usr/lib/plexmediaserver/Resources/Plug-ins-1bf240a65/Framework.bundle/Contents/Resources/Versions/2/Python/Framework/components/runtime.py", line 1126, in _start_thread
f(*args, **kwargs)
File "/usr/lib/plexmediaserver/Resources/Plug-ins-1bf240a65/Framework.bundle/Contents/Resources/Versions/2/Python/Framework/interfaces/socketinterface.py", line 126, in _handle_request
self.finish()
File "/usr/lib/plexmediaserver/Resources/Plug-ins-1bf240a65/Framework.bundle/Contents/Resources/Platforms/Shared/Libraries/tornado/web.py", line 565, in finish
self.request.finish()
File "/usr/lib/plexmediaserver/Resources/Plug-ins-1bf240a65/Framework.bundle/Contents/Resources/Platforms/Shared/Libraries/tornado/httpserver.py", line 432, in finish
self.connection.finish()
File "/usr/lib/plexmediaserver/Resources/Plug-ins-1bf240a65/Framework.bundle/Contents/Resources/Platforms/Shared/Libraries/tornado/httpserver.py", line 262, in finish
self._finish_request()
File "/usr/lib/plexmediaserver/Resources/Plug-ins-1bf240a65/Framework.bundle/Contents/Resources/Platforms/Shared/Libraries/tornado/httpserver.py", line 283, in _finish_request
self.stream.close()
File "/usr/lib/plexmediaserver/Resources/Plug-ins-1bf240a65/Framework.bundle/Contents/Resources/Platforms/Shared/Libraries/tornado/iostream.py", line 123, in close
self.io_loop.remove_handler(self.socket.fileno())
File "/usr/lib/plexmediaserver/Resources/Python/lib/python2.7/socket.py", line 228, in meth
return getattr(self._sock,name)(*args)
File "/usr/lib/plexmediaserver/Resources/Python/lib/python2.7/socket.py", line 174, in _dummy
raise error(EBADF, 'Bad file descriptor')
error: [Errno 9] Bad file descriptor
I suggest stopping PMS and clearing the caches. Doing so will clear all the junk from faults like this which ended abruptly.
Is your computer on and running from 2-5 AM? If it’s not when it’s scheduled to run, it will get missed until the next interval.
https://support.plex.tv/hc/en-us/articles/202967376-Clearing-Plugin-Channel-Agent-HTTP-Caches
The Server is running on an ESX cluster, so its available 24/7. 2-5am enough time? In terms of performance the server itself is very snappy, you would have never known anything was jacked up just by using it. That is why I was asking about the “slow_query” before. If it was to the media files on the nas then maybe that something I could look at, but the server itself is on an all SSD array (2000MB/s read|1800MBs write)
Cleared the caches and refreshed the metadata on a couple movies and still nothing. If I manually added a trailer, following the process at the end of this artcile, the trailer button appeared and worked correctly. Uploaded another log bungle.
The database is actually fragmented. When it’s fragmented, as PMS makes a query, the database has to look through all the different fragments. It’s worse than a fragmented file because it takes more CPU than a filesystem would.
I looked further into your logs and it’s worse than expected.
Nov 08, 2017 16:24:15.441 [0x7f61a3ffe700] INFO - It's been 115931 seconds, so we're starting scheduled library update for section 4 (Photos)
Nov 08, 2017 16:24:15.443 [0x7f61a3ffe700] INFO - It's been 46772605 seconds, so we're starting scheduled library update for section 2 (TV Shows)
Nov 08, 2017 16:24:15.731 [0x7f618dbf6700] WARN - SLOW QUERY: It took 340.000000 ms to retrieve 39 items.
Nov 08, 2017 16:24:15.810 [0x7f61a23ff700] WARN - SLOW QUERY: It took 330.000000 ms to retrieve 39 items.
Nov 08, 2017 16:24:15.857 [0x7f619bbfe700] WARN - SLOW QUERY: It took 450.000000 ms to retrieve 75 items.
Nov 08, 2017 16:24:15.908 [0x7f61b2ffd700] WARN - SLOW QUERY: It took 640.000000 ms to retrieve 75 items.
Nov 08, 2017 16:24:18.076 [0x7f6198fff700] WARN - SLOW QUERY: It took 220.000000 ms to retrieve 39 items.
Nov 08, 2017 16:24:18.183 [0x7f61b07ff700] WARN - SLOW QUERY: It took 300.000000 ms to retrieve 39 items.
Nov 08, 2017 16:24:18.186 [0x7f61a23ff700] WARN - SLOW QUERY: It took 220.000000 ms to retrieve 39 items.
Nov 08, 2017 16:24:18.223 [0x7f619c3ff700] WARN - SLOW QUERY: It took 410.000000 ms to retrieve 39 items.
Nov 08, 2017 16:24:18.367 [0x7f619bbfe700] WARN - SLOW QUERY: It took 540.000000 ms to retrieve 75 items.
Nov 08, 2017 16:24:18.425 [0x7f6189bee700] WARN - SLOW QUERY: It took 690.000000 ms to retrieve 75 items.
Nov 08, 2017 16:24:18.686 [0x7f6198fff700] WARN - SLOW QUERY: It took 210.000000 ms to retrieve 39 items.
Nov 08, 2017 16:24:18.755 [0x7f619c3ff700] WARN - SLOW QUERY: It took 270.000000 ms to retrieve 39 items.
Nov 08, 2017 16:24:18.831 [0x7f618dbf6700] WARN - SLOW QUERY: It took 250.000000 ms to retrieve 75 items.
Nov 08, 2017 16:24:20.786 [0x7f61b07ff700] WARN - SLOW QUERY: It took 260.000000 ms to retrieve 39 items.
Nov 08, 2017 16:24:20.793 [0x7f6191bfe700] WARN - SLOW QUERY: It took 320.000000 ms to retrieve 39 items.
Nov 08, 2017 16:24:20.831 [0x7f6198fff700] WARN - SLOW QUERY: It took 210.000000 ms to retrieve 39 items.
Nov 08, 2017 16:24:20.933 [0x7f619f7fd700] WARN - SLOW QUERY: It took 600.000000 ms to retrieve 75 items.
Nov 08, 2017 16:24:20.934 [0x7f6189bee700] WARN - SLOW QUERY: It took 530.000000 ms to retrieve 75 items.
Nov 08, 2017 16:39:15.444 [0x7f61b17fe700] INFO - It's been 46773506 seconds, so we're starting scheduled library update for section 1 (Movies)
Nov 08, 2017 16:39:15.445 [0x7f61b17fe700] INFO - It's been 116831 seconds, so we're starting scheduled library update for section 4 (Photos)
Nov 08, 2017 16:39:15.445 [0x7f61b17fe700] INFO - It's been 46773505 seconds, so we're starting scheduled library update for section 2 (TV Shows)
Nov 08, 2017 16:39:15.799 [0x7f61a3ffe700] WARN - SLOW QUERY: It took 290.000000 ms to retrieve 39 items.
I believe it’s necessary to perform a manual database optimization if you’ve already done the GUI-invoked optimization .
@ChuckPA said:
I believe it’s necessary to perform a manual database optimization if you’ve already done the GUI-invoked optimization .
How does one go about doing that manual DB optimization?
What I find odd that on 2 fresh installs it still does not show the button.
The trailer button
is part of Plex/Web. It should always be there. It’s in the html page which gets sent from PMS.
Which browser? (I’m thinking browser cache getting mucked up)
