New Plex trailers not working but legacy do

Plex Media Server
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Server Version#: 1.24.2.4973
Player Version#:iOS , web , app ( Latest Version )
If I create a library with the Plex legacy I can see the trailers. But with the new Plex version it says ( Conversion failed. The transcoder failed to start up. ) on my linux on Seedbox.eu on my windows server and also Macos server. Anyone have an idea ?

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Same (on Windows 10). No new trailers or extras play. I get the transcoding error, as well.

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Since the new Plex version thing ?

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I think it’s related to the latest update, yes, but I’m an odd case as I purchased Plex Pass shortly after the upgrade (oddly to unlock trailers to save me the time of locally saving them). I did notice that after the update (before purchasing my pass) that I was oddly having new additions include automated extras despite not having a Plex Pass.

There is another thread by another user who is also reporting this, so I think it’s a bug with the update.

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Ok thanks bud , sadly we pay for this and when we try to contact support they say we don’t provide support lol … this is really sad

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Hopefully someone here sees. I agree it’s odd that paying customers have no direct support. Is there somewhere to report bugs other than forums?

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No they don’t want us to , they only want the money …

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Same as everyone above, I cannot play trailers for movies that were downloaded after I got the 4973 update. I even rolled back two versions and still no luck. So it’s something they changed outside the main system files.

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10

Same issue. Newly added movies will play, but not the trailers. I am on Synology 64bit Version 1.24.2.4973

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Any update from Plex regarding this? This is why I bought Plex Pass, for the trailer and extras. Can someone please acknowledge the issue?

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12

This annoys me too.
Im paying month to month plex pass.
If they don’t do anything to fix the trailer problem i don’t see the point of paying.

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Yes this is the sole reason I bought a lifetime Plex Pass, for trailers and extras. I just want someone from the company to give us a heads up on here.

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Also having the same problem, traliers dont work on my TV’s, phone, or pc’s

extremely frustrating to spend a good hour trying to sync my time between host and dockers via ntp after following advice on plex website about ensuring time is set correctly, and now find my self here on this forum :rofl: :sob:

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Trailers not working here either for newly added or refreshed Movies and TV. I’m using Server Version 1.24.2.5000 on Win 10 Pro. Same error on plex Web and Roku player.

Screenshot 2021-09-11 at 21-59-12 Plex
Screenshot 2021-09-11 at 21-59-12 Plex771Ă—401 55.9 KB

Plex Media Server Logs_2021-09-11_21-59-48.zip (59.1 KB)

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So have we heard anything from a reliable source, aka anyone at plex what would cause this on all platforms and only for NEW Movies that are added trailers?

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Not to my knowledge, heathh. That’s what gets me most, they have not addressed or acknowledged it with any announcement or commented on any of the multiple posts in the forums.

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18

Same exact issue since yesterday.

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Mine started this before installing the latest update. The only reason I updated was to see if it would solve this issue

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Don’t know if they need some critical mass to pay attention but add me to the list as well - just noticed yesterday but hadn’t been using Plex for about a week - Plex Pass member - whenever it tries to pull in a trailer get the “Conversion failed. The Transcoder failed to start up” Playback error. Occurs with any recently added movies and any older content after refreshing metadata. Local assets play fine.

3 Likes