New server 1.0.0.2261-a17e99e: There was a problem playing this item

General Discussions
1

Since I updated to PMS 1.0.0.2261-a17e99e on Windows 10 my Plex clients can’t play any videos.
The message is always: “There was a problem playing this item”
With the prior version of PMS I had no problem and I also have plenty of space on my hard drive(s).
What should I do?

Below the info from the server:
[
{
“type”: “info”,
“host”: “127.0.0.1:32400”,
“userAgent”: “Mozilla/5.0 (Windows NT 10.0; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/51.0.2704.103 Safari/537.36”,
“browser”: {
“id”: “chrome”,
“name”: “Chrome”,
“version”: “51.0”,
“webkit”: true,
“platform”: “Windows”,
“platformID”: “windows”,
“platformVersion”: “10”,
“platformModifierKey”: “ctrl”
},
“version”: “2.7.0”,
“primaryServerUrl”: “http://127.0.0.1:32400/”,
“primaryServerAuthToken”: true,
“username”: “kralo”,
“cloudUrl”: [
{
“scheme”: “https”,
“address”: “plex.tv”,
“uri”: “https://plex.tv”,
“testState”: “connected”,
“isBundled”: false,
“isFallback”: false,
“isRelayed”: false,
“isPossiblyCrossNetworkProtected”: false,
“isUntested”: false,
“isPending”: false,
“isConnected”: true,
“isUnauthorized”: false,
“isUnavailable”: false,
“isFailed”: false,
“isAborted”: false,
“isLoopback”: false,
“isPrivate”: false,
“isHttps”: true,
“isSecure”: true,
“isPlexDirect”: false,
“currentTest”: null,
“sources”: [
{
“id”: “internal”
}
]
}
],
“cloudAccessToken”: true
}
]

2

Need the server log. What you pasted in is the Plex Web app log.

Follow the advice here
https://support.plex.tv/hc/en-us/articles/201643703-Reporting-issues-with-Plex-Media-Server
https://support.plex.tv/hc/en-us/articles/200250417-Plex-Media-Server-Log-Files

Please attach the Plex Media Server.log using the attach image/file button after reproducing the problem with server debug logging enabled.

3

Thank you sa2000

Attached the Plex Media Server.log

4

Thank you. When playing media files, Plex Media Server may need to download some system components the first time the media files are played. Can you tell me if you were connected to the internet at the time? At 23:52 on 24th June.

I can see some errors in the log which suggest there was some internet access issue around the time

I also see that the server has crashed at some point

So first lets try and get a crash dmp file (zipped) attached here together with the corresponding Plex Media Server log file

This says there were crashes

Jun 24, 2016 23:52:00.224 [18888] DEBUG - Crash Reporter: Uploading crash report H:\Plex-Daten\Plex Media Server\Crash Reports\processing_24848\117c7d5f-fad1-42c2-bdb0-d70f2a39cd8e-v-1.0.0.2261-a17e99e.dmp

Jun 24, 2016 23:52:12.230 [18888] DEBUG - Crash Reporter: Uploading crash report H:\Plex-Daten\Plex Media Server\Crash Reports\processing_24848\2eaf7fff-f77b-43e1-90a2-e9b5b2478742-v-1.0.0.2261-a17e99e.dmp

So look into H:\Plex-Daten\Plex Media Server\Crash Reports\ and any subfolders and if you find any version 1.0.0 dmp files, copy it out and zip it. Then find all the Plex Media Server.log, Plex Media Server.1.log, Plex Media Server.2.log etc and zip them and attach

This is the error relating to the streaming playback issue.

Jun 24, 2016 23:52:32.533 [1272] ERROR - Unexpected error configuring transcoder: boost::filesystem::unique_path: Schlüssel ist im angegebenen Status nicht gültig

Can you get a directory listing showing filenames, sizes and last modified date / time for this folder
H:\Plex-Daten\Plex Media Server\Codecs\2c361e4-1071-windows-i386

And one final question - is H:\ a local drive on the PC?

5

I’m having the same issue (Ubuntu 64bit 16.04 LTS). I noticed the same errors above. After some futzing around, I downgraded and the trouble went away. I can reproduce this 100% of the time.

If a solution is available, I’d like to know if it’d work for me as well.

edit: One log entry I found interesting is this: “[Transcoder] Unknown decoder ‘h264’” and this is after all the new modules are downloaded.

6

@JesFLIX said:
I’m having the same issue (Ubuntu 64bit 16.04 LTS). I noticed the same errors above. After some futzing around, I downgraded and the trouble went away. I can reproduce this 100% of the time.

If a solution is available, I’d like to know if it’d work for me as well.

A solution will only be available once there are diagnostics provided and then can be investigated. See my post above yours

7

Thanky you so much sa2000.

Attached you can find the dmp-files and the log-files.
The directory “H:\Plex-Daten\Plex Media Server\Codecs\2c361e4-1071-windows-i386” is empty (see attached picture).
Yes, H:\ is a local drive on my PC.

How could I possibly downgrade? It seemd not possible on my system.

8

@kralo said:
Thanky you so much sa2000.

Attached you can find the dmp-files and the log-files.
The directory “H:\Plex-Daten\Plex Media Server\Codecs\2c361e4-1071-windows-i386” is empty (see attached picture).
Yes, H:\ is a local drive on my PC.

How could I possibly downgrade? It seemd not possible on my system.

Unfortunately none of the logs match the crash dumps you have provided. Most of the logs show the server shutting down at the end. Were you exiting the server through the system tray plex icon?

Could you try and get matching Plex Media Server.log and crash dmp ? so next crash and before restarting the server get the logs and crash dmp file

9

@kralo I am actually referring the crash dmps and logs to the Plex Devs - but would be good if we had a matching set. A log file covering the time of a crash that we have a dmp file for

10

Dear sa2000,

Find both attached from same time today. Does this help?

11

@kralo said:
Dear sa2000,

Find both attached from same time today. Does this help?

Perfect. It shows the crash is when tidying up after failure to transcode
I have referred all the diagnostics to the development team

12

Thank you very much.

Just in case you need my trancoding preferences, you can find them attached.

13

I am having a similar issue with my Western Digital MyCloud Mirror NAS drive. I upgraded from 0.9.166 to 1.0, which previously I had to downgrade from 0.9.17 back to 0.9.16 because of the same problem. I’m running on Windows 10 and as I mentioned, WD MyCloud Mirror v2 with a direct link from the NAS to my TV, so there should be no transcoding.

Videos will start, but instantly studder as if they are trying to transcode and/or receiving the “there was a problem playing this item” error.

14

Here are my Media Server Logs - I was unable to produce the crash, but it definitely did stutter and skip again.

15

Downgraded to 0.9.16 and played the same file - no errors or stuttering/skipping. Works perfectly fine.

16

How did you downgrade?
Plex didn’t let me downgrade.

17

@JesFLIX said:
edit: One log entry I found interesting is this: “[Transcoder] Unknown decoder ‘h264’” and this is after all the new modules are downloaded.

I needed to change fstab to allow ‘exec’ for the appdata. I didn’t see anything in the Release notes introducing this requirement.

My issue is solved.

18

I kept a backlog of previous versions for this exact reason. I just downgraded my NAS version while keeping my desktop the 1.0 version. Seems to be working for now.

19

@kralo said:
Dear sa2000,

Find both attached from same time today. Does this help?

The evidence has been looked into by the development team. The crashes are being fixed and should be in the next release.
The initial error is a filesystem error
ERROR - Unexpected error configuring transcoder: boost::filesystem::unique_path: Schlüssel ist im angegebenen Status nicht gültig
which is
Unexpected error Configuring transcoder: boost::filesystem::unique_path: key not valid for use in specified state

Do you have EFS enabled on some portions of the filesystem ? May be there is an issue with your keys for the Encrypted Filesystem. These are filesystem errors and Plex Media Server cannot do anything about them.

Please look into how your filesystem is setup. The specific area we are failing to write to is
H:\Plex-Daten\Plex Media Server\Codecs\2c361e4-1071-windows-i386

20

@StPrattrick317 said:
Here are my Media Server Logs - I was unable to produce the crash, but it definitely did stutter and skip again.

Not sure what the logs are for. You have supplied logs for the following:

Jun 21, 2016 18:56 to Jun 21, 2016 21:14 - Plex Media Server 0.9.16.5

Jun 21, 2016 21:18 to Jun 23, 2016 07:07 - Plex Media Server 0.9.16.6

Jun 23, 2016 20:46 to Jun 24, 2016 06:55 - Plex Media Server 0.9.16.6

Jun 24, 2016 21:10 to Jun 24, 2016 21:13 - Plex Media Server 0.9.16.6

Jun 24, 2016 21:15 to Jun 25, 2016 08:24 - Plex Media Server 1.0.0 (No Video Streaming during this period)

Jun 25, 2016 08:28 to Jun 25, 2016 08:52 - Plex Media Server 1.0.0 (No Video Streaming during this period)

Did you get an error `There was a problem playing this item’ ? When ?
If you did not, then you are in the wrong forum thread !