No trailers or extras showing with Plex Pass

Plex Media Server Desktops & Laptops
1

I’m not able to see extras or trailers on my movies using Plex Pass, using any of my clients (web, Roku, ios). I recall that I was able to see them when I initially set up the server when my movies were local. Then I moved them to my NAS (using a UNC path, not a share) and haven’t been able to see them since. Note that I set up a second server at a different location, with my media on a NAS as well, and I’m able to see extras & trailers. I don’t see any configuration differences between the two servers. Server version is 1.15.2.793

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I have gone through these:
https://support.plex.tv/hc/en-us/articles/202934883-Cinema-Trailers-Extras
https://support.plex.tv/hc/en-us/articles/202819366-Why-won-t-trailers-or-extras-play-

I have rescanned my library, refreshed metadata, rebooted the server.

Any suggestions on what to look at?

2

bump.

3

Please post the content of the Plex XML info of a movie which should have trailers.

4

I don’t know which of my movies should have trailers since I can’t see any, but here’s XML from The Big Lebowski, it probably should.

<?xml version="1.0" encoding="UTF-8"?>
<MediaContainer size="1" allowSync="1" identifier="com.plexapp.plugins.library" librarySectionID="1" librarySectionTitle="Movies (Dad)" librarySectionUUID="958c6b40-c912-420b-88e8-e878c8d934b7" mediaTagPrefix="/system/bundle/media/flags/" mediaTagVersion="1554353216">
<Video ratingKey="1142" key="/library/metadata/1142" guid="com.plexapp.agents.imdb://tt0118715?lang=en" librarySectionTitle="Movies (Dad)" librarySectionID="1" librarySectionKey="/library/sections/1" studio="Universal Pictures" type="movie" title="The Big Lebowski" titleSort="Big Lebowski" contentRating="R" summary="Jeffrey &#34;The Dude&#34; Lebowski, a Los Angeles slacker who only wants to bowl and drink white Russians, is mistaken for another Jeffrey Lebowski, a wheelchair-bound millionaire, and finds himself dragged into a strange series of events involving nihilists, adult film producers, ferrets, errant toes, and large sums of money." rating="8.1" viewOffset="339000" lastViewedAt="1551882179" year="1998" tagline="Times like these call for a Big Lebowski." thumb="/library/metadata/1142/thumb/1554315060" art="/library/metadata/1142/art/1554315060" duration="7041033" originallyAvailableAt="1998-03-06" addedAt="1551894211" updatedAt="1554315060" ratingImage="imdb://image.rating">
<Media id="1104" duration="7041033" bitrate="3173" width="1920" height="1040" aspectRatio="1.85" audioChannels="6" audioCodec="aac" videoCodec="h264" videoResolution="1080" container="mkv" videoFrameRate="24p" audioProfile="he-aac" videoProfile="high">
<Part accessible="1" exists="1" id="1154" key="/library/parts/1154/1551828072/file.mkv" duration="7041033" file="\\nas\media\movies\The.Big.Lebowski.1998.1080p.BluRay.6CH.2.6GB.MkvCage.mkv" size="2794343141" audioProfile="he-aac" container="mkv" deepAnalysisVersion="3" indexes="sd" requiredBandwidths="7801,6038,4470,4470,4470,4470,4470,4470" videoProfile="high">
<Stream id="2466" streamType="1" default="1" codec="h264" index="0" bitrate="2981" bitDepth="8" chromaLocation="left" chromaSubsampling="4:2:0" frameRate="23.976" hasScalingMatrix="0" height="1040" level="41" profile="high" refFrames="4" requiredBandwidths="7609,5845,4296,4296,4296,4296,4296,4296" scanType="progressive" width="1920" displayTitle="1080p (H.264)" />
<Stream id="2467" streamType="2" selected="1" default="1" codec="aac" index="1" channels="6" bitrate="192" language="English" languageCode="eng" audioChannelLayout="5.1" profile="he-aac" requiredBandwidths="192,192,192,192,192,192,192,192" samplingRate="48000" displayTitle="English (HE-AAC 5.1)" />
<Stream id="2468" streamType="3" default="1" codec="srt" index="2" bitrate="0" language="English" languageCode="eng" requiredBandwidths="1,1,1,1,1,1,1,1" title="HI" displayTitle="English (SRT)" />
<Stream id="2469" streamType="3" codec="srt" index="3" bitrate="0" language="English" languageCode="eng" requiredBandwidths="1,1,1,1,1,1,1,1" displayTitle="English (SRT)" />
</Part>
</Media>
<Genre id="29" filter="genre=29" tag="Comedy" />
<Genre id="30" filter="genre=30" tag="Crime" />
<Director id="1581" filter="director=1581" tag="Joel Coen" />
<Writer id="1582" filter="writer=1582" tag="Ethan Coen" />
<Writer id="1583" filter="writer=1583" tag="Joel Coen" />
<Producer id="1598" filter="producer=1598" tag="Ethan Coen" />
<Country id="34" filter="country=34" tag="USA" />
<Role id="8540" filter="actor=8540" tag="Jeff Bridges" role="Jeffrey &#34;The Dude&#34; Lebowski" thumb="http://image.tmdb.org/t/p/original/xms1RAY6q7Lzp7wNeRCB0kzhucn.jpg" />
<Role id="1593" filter="actor=1593" tag="John Goodman" role="Walter Sobchak" thumb="http://image.tmdb.org/t/p/original/eOIx8zj1vYIRhVY2bK5cjIQfua0.jpg" />
<Role id="3468" filter="actor=3468" tag="Steve Buscemi" role="Theodore Donald &#34;Donny&#34; Kerabatsos" thumb="http://image.tmdb.org/t/p/original/ieDyVKnQHo7eMGu1GOE7YYr2Fk4.jpg" />
<Role id="9590" filter="actor=9590" tag="Julianne Moore" role="Maude Lebowski" thumb="http://image.tmdb.org/t/p/original/v2FcWGiiuvl6P7NV0966jNL09uh.jpg" />
<Role id="9598" filter="actor=9598" tag="Philip Seymour Hoffman" role="Brandt" thumb="http://image.tmdb.org/t/p/original/vEDJukK8CjIsA0DjNFhoT88TvzS.jpg" />
<Role id="9579" filter="actor=9579" tag="David Huddleston" role="Jeffrey &#34;The Big&#34; Lebowski" thumb="http://image.tmdb.org/t/p/original/6cXqGzHB0zJautJVPCtbEsCtsCQ.jpg" />
<Role id="5162" filter="actor=5162" tag="John Turturro" role="Jesus Quintana" thumb="http://image.tmdb.org/t/p/original/rNgTqu5ILeUlBLJsDh8mJtpLfOV.jpg" />
<Role id="9600" filter="actor=9600" tag="Tara Reid" role="Bunny Lebowski" thumb="http://image.tmdb.org/t/p/original/9nI9GsV1HZS3YKvMqrGuuEYWr8v.jpg" />
<Role id="9056" filter="actor=9056" tag="Sam Elliott" role="The Stranger" thumb="http://image.tmdb.org/t/p/original/1K2IvGXFbKsgkExuUsRvy4F0c9e.jpg" />
<Role id="9576" filter="actor=9576" tag="Ben Gazzara" role="Jackie Treehorn" thumb="http://image.tmdb.org/t/p/original/ywxPLxBIZU7nUx0HcNHD1xSXy0w.jpg" />
<Role id="1948" filter="actor=1948" tag="Peter Stormare" role="Nihilist #1, Uli Kunkel / &#34;Karl Hungus&#34;" thumb="http://image.tmdb.org/t/p/original/dDR0brp5L7fXDyEywrhjQv01LSg.jpg" />
<Role id="9601" filter="actor=9601" tag="Torsten Voges" role="Nihilist #3, Franz" thumb="http://image.tmdb.org/t/p/original/qsqyjQCNuoQdRDF57Q9hzngIRci.jpg" />
<Role id="570" filter="actor=570" tag="Flea" role="Nihilist #2, Kieffer" thumb="http://image.tmdb.org/t/p/original/3mvSPp8RpuuPJUuNwq9PyjFu2Ug.jpg" />
<Role id="9572" filter="actor=9572" tag="Aimee Mann" role="Nihilist Woman, Franz&#39;s Girlfriend" thumb="http://image.tmdb.org/t/p/original/2qP6xS8h9SKFOSi053duEFVv6b0.jpg" />
<Role id="9597" filter="actor=9597" tag="Philip Moon" role="Woo, Treehorn Thug" thumb="http://image.tmdb.org/t/p/original/zY8zIFtctrFWlV7LT5Sz2lYoTjd.jpg" />
<Role id="9595" filter="actor=9595" tag="Mark Pellegrino" role="Blond Treehorn Thug" thumb="http://image.tmdb.org/t/p/original/meXeaopncCQEw7saya4z0MhkUK2.jpg" />
<Role id="9588" filter="actor=9588" tag="Jimmie Dale Gilmore" role="Smokey" thumb="http://image.tmdb.org/t/p/original/ylyEf3lESzWWYZMMCIoaWzfaSmY.jpg" />
<Role id="9583" filter="actor=9583" tag="Jack Kehler" role="Marty" thumb="http://image.tmdb.org/t/p/original/huxiFLWgthatgaEIT4u36muUJMg.jpg" />
<Role id="9584" filter="actor=9584" tag="James G. Hoosier" role="Liam O&#39;Brien, Quintana&#39;s Partner" thumb="http://image.tmdb.org/t/p/original/onaoCjwtPZF7W0pIXQV2SEQcvJP.jpg" />
<Role id="6032" filter="actor=6032" tag="David Thewlis" role="Knox Harrington" thumb="http://image.tmdb.org/t/p/original/lWCGcTKvr4QUi8MvFBleMw8xY8.jpg" />
<Role id="9589" filter="actor=9589" tag="Jon Polito" role="Da Fino" thumb="http://image.tmdb.org/t/p/original/acIcTtPUjIn3LwTMfDsRYU8RDE.jpg" />
<Role id="9577" filter="actor=9577" tag="Carlos Leon" role="Maude&#39;s Thug #1" thumb="http://image.tmdb.org/t/p/original/iYUvh3rnx4Huxvk01MBROWlcgD4.jpg" />
<Role id="9599" filter="actor=9599" tag="Richard Gant" role="Older Cop" thumb="http://image.tmdb.org/t/p/original/sL5Sl2ukTbgerMONHdYNvgAYTbz.jpg" />
<Role id="9578" filter="actor=9578" tag="Christian Clemenson" role="Younger Cop" thumb="http://image.tmdb.org/t/p/original/v1WvZ0EM0pMB0NCaTZ1Yq0nYpsb.jpg" />
<Role id="9580" filter="actor=9580" tag="Dom Irrera" role="Tony the Chauffeur" thumb="http://image.tmdb.org/t/p/original/mIZGg13Q1xgVQydqW2yltqek1I2.jpg" />
<Role id="9593" filter="actor=9593" tag="Lu Elrod" role="Coffee Shop Waitress" />
<Role id="5541" filter="actor=5541" tag="Mike Gomez" role="Auto Circus Cop" thumb="http://image.tmdb.org/t/p/original/ctCzEwQE1IeD2XiHvvATXX4jdU6.jpg" />
<Role id="6329" filter="actor=6329" tag="Peter Siragusa" role="Gary the Bartender" thumb="http://image.tmdb.org/t/p/original/ujsyxmkFL2Co1kJeNPPTVQrE9Dq.jpg" />
<Role id="9596" filter="actor=9596" tag="Marshall Manesh" role="Doctor" thumb="http://image.tmdb.org/t/p/original/168Eocdc4VrVHMf76kLU6QqK6cL.jpg" />
<Role id="9581" filter="actor=9581" tag="Harry Bugin" role="Arthur Digby Sellers" thumb="http://image.tmdb.org/t/p/original/p9RFNSsIUKaSAsSk8xBdKeuH4j4.jpg" />
<Role id="9582" filter="actor=9582" tag="Irene Olga L&#243;pez" role="Pilar, Sellers&#39; Housekeeper" thumb="http://image.tmdb.org/t/p/original/3aBOGDuaxs3mcI580jDaCsfZo2J.jpg" />
<Role id="9594" filter="actor=9594" tag="Luis Colina" role="Corvette Owner" />
<Role id="9592" filter="actor=9592" tag="Leon Russom" role="Malibu Police Chief" thumb="http://image.tmdb.org/t/p/original/AsUwlDzw4Clrutw8Y0bRplCwIAw.jpg" />
<Role id="9573" filter="actor=9573" tag="Ajgie Kirkland" role="Cab Driver" thumb="http://image.tmdb.org/t/p/original/mw7vxoZHbnmsgcGRA1hR5RT09wV.jpg" />
<Role id="9586" filter="actor=9586" tag="Jerry Haleva" role="Saddam Hussein" />
<Role id="9585" filter="actor=9585" tag="Jennifer Lamb" role="Pancake Waitress" thumb="http://image.tmdb.org/t/p/original/m6fQZbzuzMpU0oMg0m53Ylrnpr8.jpg" />
<Role id="9587" filter="actor=9587" tag="Jesse Flanagan" role="Little Larry Sellers" thumb="http://image.tmdb.org/t/p/original/tDGRRzwiIH9DRP7GmkpLHl3BNBl.jpg" />
<Role id="9602" filter="actor=9602" tag="Wendy Braun" role="Chorine Dancer (uncredited)" thumb="http://image.tmdb.org/t/p/original/37e6hVBjMMMdPNwX9DOK8AzFhVR.jpg" />
<Role id="9575" filter="actor=9575" tag="Asia Carrera" role="Sherry in &#39;Logjammin&#39; (uncredited)" thumb="http://image.tmdb.org/t/p/original/xHVg6dLbksRJ3nhSTezez3ZekzR.jpg" />
<Role id="9591" filter="actor=9591" tag="Kiva Dawson" role="Dancer (uncredited)" thumb="http://image.tmdb.org/t/p/original/nkkzWreBVCUmV4psxjBoLnJuuz6.jpg" />
<Role id="9574" filter="actor=9574" tag="Anthony J. Sacco" role="Cook (uncredited)" thumb="http://image.tmdb.org/t/p/original/nRUNvLCfe43Rs1OEd4GoztuxxED.jpg" />
<Similar id="4247" filter="similar=4247" tag="Fargo" />
<Similar id="2758" filter="similar=2758" tag="No Country for Old Men" />
<Similar id="2759" filter="similar=2759" tag="Reservoir Dogs" />
<Similar id="2764" filter="similar=2764" tag="Taxi Driver" />
<Similar id="9624" filter="similar=9624" tag="Full Metal Jacket" />
<Similar id="2763" filter="similar=2763" tag="■■■■■■" />
<Similar id="9625" filter="similar=9625" tag="Jackie Brown" />
<Similar id="2767" filter="similar=2767" tag="The Usual Suspects" />
<Similar id="9622" filter="similar=9622" tag="Dr. Strangelove or: How I Learned to Stop Worrying and Love the Bomb" />
<Similar id="2756" filter="similar=2756" tag="GoodFellas" />
<Similar id="1612" filter="similar=1612" tag="O Brother, Where Art Thou?" />
<Similar id="9620" filter="similar=9620" tag="Apocalypse Now" />
<Similar id="1620" filter="similar=1620" tag="There Will Be Blood" />
<Similar id="3291" filter="similar=3291" tag="Being John Malkovich" />
<Similar id="9626" filter="similar=9626" tag="Trainspotting" />
<Similar id="9623" filter="similar=9623" tag="Fear and Loathing in Las Vegas" />
<Similar id="9621" filter="similar=9621" tag="Burn After Reading" />
<Similar id="2757" filter="similar=2757" tag="L.A. Confidential" />
<Similar id="2762" filter="similar=2762" tag="Sin City" />
<Similar id="2753" filter="similar=2753" tag="Casino" />
<Field locked="1" name="thumb" />
<Field locked="1" name="art" />
<Extras size="0">
</Extras>
</Video>
</MediaContainer>
5

OK, this at least tells us that the movie has been matched successfully with the Plex Movie agent.

You wrote above that you moved your library to a NAS. But I assume that the server as such is still running on Windows, right?

Settings - Server - Network - ‘Show Advanced’ - “Enable server support for IPv6” <-- DISable

  1. activate debug logging (not ‘verbose’!)
  2. quit Plex Server
  3. wait 1 minute
  4. start Plex Server
  5. wait 2 minutes
  6. refresh one movie or add one movie into your library
  7. wait 3 minutes
  8. fetch log files and attach them here (full ZIP please)
6

Yes, Plex server is still running on the same Windows PC.

IPv6 support was already unchecked.

Attached are the logs.Plex Media Server Logs_2019-04-16_12-15-24.zip (360.9 KB)

7

You did not activate debug logging. Sorry, these logs are not really usable for diagnosis.

Which type of anti virus software do you have installed on your plex server PC?
Are you using any type of proxy server or other internet filtering software?

8

Thanks for your suggestion on the proxy. I looked and yes, there was something overriding my proxy settings. I have it working now, appreciate it.

1 Like
9

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