Server Version#: 1.20.1.3252
Player Version#: 5.1.3
Tizen Version#: 2.4
TV Model: Samsung UN60KS8000
TV SW Version#: Latest (T-JZMAKUC-1242.0, BT-S)
New app is awesome. I got this problem since the new APP and good to get this addressed. I didn’t attached any logs and please inform what logs you need and will upload.
Issue:
Every time I open the app via Samsung TV, menu it’s won’t load and require “Force Quit” via holding the remove “Back” button for few seconds and then open. Once the APP is open, all functions works as expected.
This is replicated everyday since I registered for the new preview.
Specific App Config:
I do have screensaver setup as media items.
Note that, I never had this issue with the OLD app, therefore we can ignore any TV or Network related issues.
Thanks for getting back to be and responses as below.
When you start the TV, is the app automatically resumed? NO. I need to open the app.
If so, can you disable automatic app startup when the TV starts and see if the problem persists? Yes issue is preset.
When you load the app, where does it get stuck? The Plex splash screen? Yes at PLEX splash screen
What happens if you wait a couple minutes? Does a prompt come up asking you to restart or reset the app? It will be stuck forever (until force quit). I did left it for around 15min and no luck until force quit.
Note that I have completely removed the TV PLEX APP and started again and also reset my Smart TV as well. I also disconnect the TV power and reset the TV as well. Just to remove any upgrade corruptions from my side. Results are still the same.
That’s super weird. When you said reset my Smart TV did you do Reset Smart Hub or Reset from the Self Diagnosis menu? If you only did the former, I’d try the Reset option to do a factory reset. If that’s still an issue:
Go into the app and turn on Log to Media Server in the settings.
Turn off the TV and turn it back on to reproduce the problem
Wait on the splash screen for a few minutes
Restart the app as usual to get it to work
Grab the logs and send them to me with a timestamp of when you started the app
Hopefully something will be in the logs that will help point to the problem.
Thanks again. I will follow these steps. When you say “Grab the logs and send them to me with a timestamp” can you please tell me the steps? Do I need to enable any logging in PMS and how to grab these logs.
Note that, I can see that APP now updated to 5.1.3 and issue is still present.
P.S: I did reset the TV to factory settings… this was a pain as I had to setup all my apps again but did it to see if this resolve my issue.
Same here. Samsung KS7090. Always stuck at Plex splash screen after I start the app after a while. Tried resetting the app and tv. Worked for years! Now I have to force quit every time I start my tv and start Plex.
Same issue here on Samsung Q70 on 5.1.3
Plex frequently freezes both during and after playback and requires me to force close the app and reopen Plex. Did not have this issue on 5.1.2
@Crixus_M
Your problem seems different but maybe related, This problem does not include freezes during playback. Only the app start is not possible without force quit of the Plex app.
Unfortunately no updates yet. Still looking into this, but it’s hard to pin down the cause without being able to reproduce on my own devices. Some more questions:
When turning off the TV after using Plex, do you just turn the power off, or do you exit the app completely?
After using Plex, and turning off the TV, if you turn the TV back on is the issue already present, or do you need to wait for some time to pass before it occurs again?
I never turn off the tv. Always standby. While I can start Netflix and Youtube and I watch there for a while and I switch to Plex it won’t start in 1 out of two tries. And I thing the Plex app starts from scratch because I see the Plex logo on black background.
When turning off the TV after using Plex, do you just turn the power off, or do you exit the app completely? NO Never. Note that this issue came with the new app and not present with OLD app. This means my physical setup not changed.
After using Plex, and turning off the TV, if you turn the TV back on is the issue already present, or do you need to wait for some time to pass before it occurs again?
My observation is sometime when you turn the TV off and on, the problem present (note that I do allow few minutes to get the internet connected). When the force quit the app and start it works but as I said if you swap apps / watch TV and come back to PLEX app after sometime it won’t work.
However if you quit the PLEX app when you exit and come back anytime it works.
Also I am bit concern about your comment saying you need to reproduce first… I thought we use LOGS for this. I already provided the logs and happy to do it again. Also if you can give any special package with extra logging I am happy to install and send extra logs. You got many TVs running the OS12 and I am sure you don’t have all of these TVs in your office.
We are here to help and let me know what support can be provided to fix this nasty bug…
I have the same issue that happens with mine as well since the new app. I have a KS8000. Mine gets stuck at the Plex splash logo. I have uninstalled and reinstalled the app. I also have not done a full reset as I don’t want to reset all of my apps as well. Because of this I haven’t watched my Plex in weeks because I just don’t want to deal with the hassle.
I am running Client version 5.1.3 and platform version 2.4.
I also have connect to manual server set in the app.
There’s an update coming out this week so hopefully that will address the problem. If not it will require more investigation.
Also I am bit concern about your comment saying you need to reproduce first… I thought we use LOGS for this. I already provided the logs and happy to do it again
Logs can only get you so far. If it’s an error earlier than when our logs can kick in, then it won’t help with tracking down the issue.
Getting the same on my Samsung UE50NU7400 (7 Series smart TV 2019) After watching 5-10 episodes of a show, the app will become entirely unresponsive and require force rebooting the TV, I’ve also seen it get stuck on menus and mild artifacting, though this is less common
