My Plex server has been running almost problem free for about 10 years. However, I noticed last week that it was no longer showing external Trailers and Extras for newly added or refreshed movies - local media assets are shown fine. It could have been a problem since a previous update and I’ve only just noticed. I’ve done everything I can think of to remedy the problem, and to my dismay nobody else seems to have reported this problem so it must be just me!? Otherwise I would have just waited until the next update.
There doesn’t seem to be much in the log when I do a refresh on a movie that previously had extras:
[Req#c5e56] Refreshing metadata for 'xxxxxxxxxx' (agent: tv.plex.agents.movie)
[Req#c5e56] MetadataAgentPostProcessor: adding id 129413 to refresh queue (0 items in queue)
[Req#c5e56] HubCache: Expiring '1/movie.recentlyadded.4/1/hubs/promoted/enexternal-media,indirect-media,hub-style-list/contentDirectoryID=4&count=12&excludeContinueWatching=1&excludeFields=summary&includeLibraryPlaylists=1&includeMeta=1&includeRecentChannels=1&includeStations=1&pinnedContentDirectoryID=4%2C6' because event plex.event.item.updated referenced an item the hub contained
[Req#c5e56] Activity: registered new activity 7a015b8b-18aa-494a-8267-a4238de4a381 - "Updating Metadata"
[Req#c5e56] Activity: updated activity 7a015b8b-18aa-494a-8267-a4238de4a381 - completed 49.0% - Updating Metadata
[Req#c5e56/JobRunner] Job running: FFMPEG_EXTERNAL_LIBS='/var/lib/plexmediaserver/Library/Application\ Support/Plex\ Media\ Server/Codecs/7e8dc7a-4467-linux-x86_64/' X_PLEX_TOKEN=xxxxxxxxxxxxxxxxxxxx "/usr/lib/plexmediaserver/Plex Media Scanner" --match --type 1 --log-file-suffix " Matcher" --item 129413 --match-tag-mode=all
[Req#c5e56/JobRunner] Jobs: Starting child process with pid 5306
[Req#c5e56] Killing job.
[Req#c5e56] Signalling job ID 5306 with 9
[Req#c5e56] Loading information from media bundle for part ID 315027 from "/var/lib/plexmediaserver/Library/Application Support/Plex Media Server/Media/localhost/5/b795c098210a5d3726101bdd67e3c6a1c0732c0.bundle/Contents/Plex Movie"
[Req#c5e56] Loaded metadata for The Chronicles of Riddick (ID 129413) in 16ms
[Req#c5e56] Done with metadata update for 129413
[Req#c5e56] Activity: Ended activity 7a015b8b-18aa-494a-8267-a4238de4a381.
[Req#c5e56] Loaded metadata for xxxxxxxxxx Collection (ID 81656) in 2ms
[Req#c5e56] Done with metadata update for 81656
[Req#c5e56] Collections: Found 3 items in provider collection 'plex://collection/5ec3031eeae5400040563835', promoted candidates
The only warning I can find is:
[Req#c5f33] Missing X-Plex-Container-Size header. This will fail with status code 400 in the future.
All options to enable Trailers and Extras are enabled in the Server and Library options. I’ve tried turning them off, saving, then turning them back on again but nothing. Default language option is set to English.
I’m having the same issue for over a week now, thought I was the only one.
No trailers, no extras for all newly added movies.
No solution, just thought I’d let you know and hope someone does have a solution.
I’m having the same issue too, and not just with movies or version 1.31.0.6654. It started for me from the last version (1.30.2.6563). I thought upgrading to 6654 would alleviate it but it didn’t.
TV shows too suffer from the same problem.
After refreshing metadata for that movie, can you grab the plex media info xml for one of the movies without trailers and the server logs.
What is your preferred audio language set in your account settings at https://app.plex.tv/desktop/#!/settings/account ( to be clear i am talking about the AUDIO & SUBTITLES language settings)
What is your preferred audio language set in your account settings at…
Thanks! Your reply does give me a clue that the problem is related to language settings. So I’ve tried refreshing in a test library with metadata set to English, and there’s no problem. The issue only occurs to my main library (metadata in Chinese).
Deleted
Here’s the xml of one of the affected items before and after refresh, and the log file after refresh:
And here’s the xml of an item that’s unaffected even in said library:
OK thanks. It does base grabbing the trailers of that and most trailers we have access to are only in English. I’ve made a report requesting that it fall back to grabbing an English trailer if none in preferred audio language is found
OK, with the hint about language settings I can now turn the problem “on” and “off”.
It depends which language I have set on the library itself. For me I had my Movie and Series libraries set to “English (Australia)”, but after reverting back to “English” and doing a refresh this completely fixes the problem. Reverting to “English (Australia)” and refreshing, then all the trailers and extra’s disappear - except a very small number of Australian specific trailers.
So it seems Plex no longer includes the “default” English trailers and extras when using other languages (or variants). Maybe this should be an option?
I have a movie library which defaults to Russian language. After doing a refresh most of trailers are gone. Seems to be related to metadata language & movies country of origin.
For an American movie, if I set metadata to English, trailer is grabbed. But I have a French movie in library which does not grab trailer neither with Russian nor English but does grab trailer if I set metadata language to French.
I noticed the same issue, and indeed, I had to set my library to English instead of my local language to have the trailers and extras back. Previously it was working fine, started a couple weeks ago. I did a reinstall to 1.29.2.6364, and the issue was present there as well, so it seems to me this is not connected to the Plex server version (currently on 1.31.2.6739).
