As of this posting, I have a library that contains about 10 or so movies. I updated metadata and now all those movies do not contain a trailer. By trailer I mean there’s no menu dropdown “Play Trailer”. Any new movies that I add does not get trailers either.
My Plex information is:
Platform: MacMini Intel Core i7, Late 2012, 16gb ram
OS: Mac OS Sierra 10.12.6
Plex: Version 1.11.1.4730
Does anyone know the cause of this? I have not altered any of my agents. OH, and btw, I actually have 2 plex servers running in my home, and both are behaving the same way, loosing trailers on metadata refreshing. My other Plex server is running on a Linux Mint 17 box.
Any help greatly appreciated.
Thanks
Tsutaz
Lifetime Plex Pass Member
Double check your agent settings to make sure it didn’t get changed accidentally. If those are fine, please refresh your library again then provide me the entire log package.
I’m pretty sure my agents haven’t changed. I’ve not added any new ones, just always used the defaults. BTW, I’m running 2 Plex servers in my home. 1 is on the Mac-mini and another on a Linux box. Both are loosing trailers on a metadata refresh and both have same agents and setup identical to each other. That being said, I try to keep my agents in order like what is specified in Plex help web site. Would love to see a screen shot of what is actually preferred though, from the community of real users.
Before sending you the logs, do you want me to turn on Verbose Logging?
Please make sure you are using the Plex Movie agent and that the above setting is enabled. If you use TheMovieDB to match your movies, then make sure the Plex Movie Agent is also enabled for it.
Do not use verbose logging. Just hit refresh for a movie, then get the entire log package from Settings \ Server \ Help \ Download Logs and attach that zip file to your next comment.
okay, So I arranged my agent order like what you posted (there as only 1 difference). I’ve included those screen shots as well as the zip of my logs. Hover, my logs were huge so I zapped them and then reran the refresh metadata on the library of 10 movies that I have. This made the log file much smaller.
I haven’t been getting any trailers for anything I’ve put on in the past week or so. I think there is a problem with whatever is used to find trailers.
Existing movies that have trailers and extras are getting refreshed and keeping the extras minus the trailer. So whatever the source for the trailer specifically seems to be down or not working. I tried clearing the caches as the user in the post linked above did with no difference.
Deleted Caches and Data folders under …/ApplicationSupport/PlexMediaServer/Plug-in Support.
Restart Plex
Some Trailers comes back and some don’t
It appears this is a hit and miss and is it triggered because I deleted those folders?? IDK
All I know that is to be true is that I’m a paid Plex Pass Lifetime member and really enjoy the benefits of trailers as a “paid supporter”. Again I have 2 servers and both behave the same with trailers (mac and linux servers)
:s 
