Never been able to get trailers to play off my QNAP server

General Discussions Plex Features
1

Hello,
I’m finally reaching out to see if i can solve the the issue that I’ve never been able to play trailers from my plex plus account. Whether its on mobile, computer, or server, I always get a “Conversion failed. The transcoder exited due to an error.” I have choose trailers from all movies selected in extras. I’m running plex Version 1.13.9.5456 off my QNAP server, and i’ve attached my log. Any guideance would be greatly appreciated.
Thank you.
Chris
Plex Log.txt (68.7 KB)

2

Please provide the PMS logs after trying to play a trailer.

3

Thank you for your help!Plex Media Server.log (4.6 MB)

4

I see the error in your log. Unfortunately, it doesn’t say much on why it failed except that the transcoder ran into some data it didn’t like. I can play the trailers on my end so it’s not something with the actual trailer video. Something on your end is blocking access.

I see some other random network errors in your log, so I would suggest looking there first. Maybe try resetting your router and modem.

It could also be a bad PMS. Try updating to the latest version and see if that helps.

To check if things are working, enter this into your browser. Don’t forget your token at the end.

http://127.0.0.1:32400/services/iva/assets/308360/video.mp4?bitrate=2500&X-Plex-Token=

5

Hi there,
I’ve reset my router and I’ve updated to the latest PMS, and I still cannot get the trailers to play.
Also, when I go to enter the URL (+token), i’m getting a ‘connection refused’. Maybe that is something to help in troubleshooting? Any other suggestions?
Thanks!

6

A “connection refused” typically points to a network issue on your end. If you are using any VPN or proxy service, try turning those off.

7

Thanks. I’m using neither of those. Does it make sense that my movies play without a problem, and its only the trailers that I’m having issue with?

Is there a thread or an FAQ somewhere you could point me to that suggests common steps to take to resolve network issues? Thanks! Chris

8

Your movies are local to you. Trailers come from our provider so it’s coming from the internet. Something on your network is blocking that internet connection so the trailers won’t play. Do you have access to a cellular connection? If so, try connecting your server to that and see if that link I provided works. If not, then it could be your token is somehow wrong. Open Plex Web in a private/incognito window. Check the xml for something, you should see a different token. Try the link with this token instead.

9

Hello,
Thanks again for your help. So I’ve tried both suggestions to no avail.

  1. I connected my computer to the hotspot of my phone and could not access the link you provided
  2. Connecting back to my network, i launched incognito window to get a new token. I tried both using an incognito widow as well as a standard version with your link and the new token, and couldn’t get the provided link to launch.

Any other suggestion would be greatly appreciated.
Thanks,
Chris

10

Hi, just checking back on this. Wanted to see if there were any ideas or threads that you could point me to that would help resolve this. Thanks!

11

Did you try entering that link directly into your phone? I know it’s hard to do. Maybe email yourself the link so you don’t have to type it. If this works on the phone itself, then that would point to something on your computer itself and not your network. Although, I’m not sure where to look.

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