Hey all, sorry for the delayed response. We are not currently aware of a global issue with the Roku client. We have tried to replicate this locally, as all of the devs here use a Roku, but have been unable to replicate it. We are not seeing a general increase in playback errors either, but with that said, we are not trying to minimize the issue. We’d like to troubleshoot the issue and see if we can identify the root cause.
If you can replicate this issue, please follow these steps to help us obtain logs to examine.
- Open the Plex Channel
- Settings -> Advanced -> Remove Logging : Enabled
- Start playback and wait for the error to occur
- Close the Plex Channel
- Respond back with the time/timezone of your testing as well as your username if it different from your forums username.
@ljunkie, thanks, hopefully people will be able to get this information to you quickly.
I may have done this on the July 15th (this past Sunday) at around 18:40 EST in trying to do some troubleshooting to see if I could find something obviously wrong with the setup between my place and my parents place.
Usernames involved are mine and orozmar.
I’ll see if my users can follow these instructions and report back.
Today (7/18/18) around 3:20 PM (ish). Username “The Grandma” running on server “GPU 1”. Eastern Time zone. Media was Sherlock Holmes. Please everybody report what they can so this can get fixed!!
@kmfurdm are you able to try to replicate the issue again? I don’t see any logs from that date. Sorry.
@BobbyDing I have analyzed the logs. From what I can tell, it looks like the Roku had very limited bandwidth and had a rebuffer a few times during playback because it could not keep up with the stream. The error message is stating generally what happend. Here are the important bits from the logs.
Jul 18 12:20:22 - Buffer underrun occured!
Roku Model: 4200X
ConnectionType: WiredConnection
StreamBitrate: 1.9 Mbps
AvailableBandwidth: 489 Kbps
Playback: Transcode (throttled)
Jul 18 12:20:43 - Buffer underrun occured!
Roku Model: 4200X
ConnectionType: WiredConnection
StreamBitrate: 1.9 Mbps
AvailableBandwidth: 489 Kbps
Playback: Transcode (throttled)
Jul 18 12:21:02 - Buffer underrun occured!
Roku Model: 4200X
ConnectionType: WiredConnection
StreamBitrate: 1.9 Mbps
AvailableBandwidth: 489 Kbps
Playback: Transcode (throttled)
Jul 18 12:23:46 - Failed to play video! buffering timeout!
Jul 18 12:23:46 - INFO Last 5 bandwidth readings (bandwidth available)
time=12:23 PM available=579 Kbps (579 kbps)
time=12:22 PM available=579 Kbps (579 kbps)
time=12:21 PM available=509 Kbps (509 kbps)
time=12:20 PM available=379 Kbps (379 kbps)
time=12:19 PM available=525 Kbps (525 kbps)
Jul 18 12:23:47 - WARN Video player playback - Your connection to the server was not fast enough to stream this video. Check your network or try a lower quality.
What this is telling us.
-
Jul 18 12:20:22: first buffer underrun. The roku was unable to keep up with the stream, and had to start buffering again. i.e. it could not download the data fast enough to play - limited bandwidth. Note the available bandwidth is 489kbps and the stream average is 1.9Mbps.
-
Jul 18 12:20:43: second buffer, happened 23 seconds later. Same reasoning as the first.
-
Jul 18 12:21:02: third and final rebuffer. Same reasoning as the first.
-
Jul 18 12:23:46: third rebuffer attempt never finished, and it waiting 2 minutes and 30 seconds to start playing.
-
Jul 18 12:23:47: playback was stopped and the error was shown.
Note that your available bandwidth readings (last 5) for the minutes prior the final error were quite low and fluctuating
What we can tell from these logs.
- The sever was able to keep up with the transcode, not a CPU or server specific issue.
- The available bandwidth on the Roku is quite low, and it was not able to keep up with the 1.9Mmbps steam.
You may need to lower your stream quality more than 2mbps for this device. It’s trying to stream content from a remote server, so it’s possible that the network path from the Roku to the remote server isn’t that great.
@ljunkie
Thanks for checking in with us.
This is my server remote, to myself. I’m the only username involved. This won’t be a bandwidth issue, and I can’t find any problems with either network.
7:26pm EST - Turned on remote logging and started a problem movie. Started from Roku menu. Buffering starts at 7:31pm.
Stopped movie at 7:32pm
7:33pm resumed by casting from android and I will let this play for a bit.
7:36pm paused momentarily to confirm on the Roku that it wasn’t transcoding.
7:43pm Stopping the movie and closing the app.
LMK if I can give you more to help.
@charliemurphy I don’t show a playback failure, but I see the buffering. Looking like you stopped it after a second rebuffer.
Looking at the logs, it does indicate a bandwidth issue, network congestion.
Jul 18 16:29:38 - Buffer underrun occured!
Roku Model: 4630X
ConnectionType: WiredConnection
StreamBitrate: 3.1 Mbps
Playback: Transcode (throttled) Format: hls Video: copy (h264) Audio: convert (AC3 5.1)
Jul 18 16:29:38 - INFO Last 5 bandwidth readings (bandwidth available)
time=7:29 PM available=948 Kbps (948 kbps)
time=7:28 PM available=1 Mbps (994 kbps)
time=7:27 PM available=1.2 Mbps (1191 kbps)
time=7:26 PM available=1.8 Mbps (1793 kbps)
time=7:25 PM available=2.5 Mbps (2536 kbps)
Jul 18 16:31:55 - Buffer underrun occured!
Roku Model: 4630X
ConnectionType: WiredConnection
StreamBitrate: 3.1 Mbps
Playback: Transcode (throttled) Format: hls Video: copy (h264) Audio: convert (AC3 5.1)
Jul 18 16:31:55 - INFO Last 5 bandwidth readings (bandwidth available)
time=7:31 PM available=2.6 Mbps (2588 kbps)
time=7:30 PM available=2.7 Mbps (2740 kbps)
time=7:29 PM available=948 Kbps (948 kbps)
time=7:28 PM available=1 Mbps (994 kbps)
time=7:27 PM available=1.2 Mbps (1191 kbps)
What the logs tell us.
- The Roku experienced a buffer underrun (had to rebuffer as it could not keep up with the stream - not enough bandwidth to download and stream the video realtime)
- Bandwidth available is less than the streaming quality of the video (3.1Mbps).
I then see you casted the media from your android device, which essentially just tells the Roku to play the media from the server. It’s really not different than picking an item on screen. The interesting thing, is that you can see your available bandwidth increased, hence no buffering.
Jul 18 16:34:18 - '/player/playback/playMedia(redacted)' (request to play media from android)
Jul 18 16:35:00 - Current bandwidth reading: time=7:35 PM available=25 Mbps (24972 kbps)
Jul 18 16:36:00 - Current bandwidth reading: time=7:36 PM available=20.6 Mbps (20554 kbps)
Jul 18 16:37:00 - Current bandwidth reading: time=7:37 PM available=21.7 Mbps (21717 kbps)
Jul 18 16:38:00 - Current bandwidth reading: time=7:38 PM available=20.2 Mbps (20222 kbps)
Jul 18 16:39:00 - Current bandwidth reading: time=7:39 PM available=21.2 Mbps (21222 kbps)
Jul 18 16:40:00 - Current bandwidth reading: time=7:40 PM available=22.7 Mbps (22744 kbps)
Jul 18 16:41:00 - Current bandwidth reading: time=7:41 PM available=21.2 Mbps (21238 kbps)
Jul 18 16:42:00 - Current bandwidth reading: time=7:42 PM available=24.2 Mbps (24179 kbps)
Jul 18 16:43:00 - Current bandwidth reading: time=7:43 PM available=16.5 Mbps (16491 kbps)
Jul 18 16:44:00 - Current bandwidth reading: time=7:44 PM available=24.4 Mbps (24396 kbps)
Here are the minutely readings for the entire log.
Jul 18 16:29:00 - Current bandwidth reading: time=7:29 PM available=948 Kbps (948 kbps)
Jul 18 16:30:00 - Current bandwidth reading: time=7:30 PM available=2.7 Mbps (2740 kbps)
Jul 18 16:31:00 - Current bandwidth reading: time=7:31 PM available=2.6 Mbps (2588 kbps)
Jul 18 16:32:00 - Current bandwidth reading: time=7:32 PM available=1.1 Mbps (1095 kbps)
Jul 18 16:33:00 - Current bandwidth reading: time=7:33 PM available=1 Mbps (1045 kbps)
Jul 18 16:34:00 - Current bandwidth reading: time=7:34 PM available=1 Mbps (1045 kbps)
Jul 18 16:35:00 - Current bandwidth reading: time=7:35 PM available=25 Mbps (24972 kbps)
Jul 18 16:36:00 - Current bandwidth reading: time=7:36 PM available=20.6 Mbps (20554 kbps)
Jul 18 16:37:00 - Current bandwidth reading: time=7:37 PM available=21.7 Mbps (21717 kbps)
Jul 18 16:38:00 - Current bandwidth reading: time=7:38 PM available=20.2 Mbps (20222 kbps)
Jul 18 16:39:00 - Current bandwidth reading: time=7:39 PM available=21.2 Mbps (21222 kbps)
Jul 18 16:40:00 - Current bandwidth reading: time=7:40 PM available=22.7 Mbps (22744 kbps)
Jul 18 16:41:00 - Current bandwidth reading: time=7:41 PM available=21.2 Mbps (21238 kbps)
Jul 18 16:42:00 - Current bandwidth reading: time=7:42 PM available=24.2 Mbps (24179 kbps)
Jul 18 16:43:00 - Current bandwidth reading: time=7:43 PM available=16.5 Mbps (16491 kbps)
Jul 18 16:44:00 - Current bandwidth reading: time=7:44 PM available=24.4 Mbps (24396 kbps)
Notice that for some reason, your available bandwidth was pretty low on the Roku for a while, but then increased. A couple reasons this could happen when you stream remotely, not an exhaustive list.
- The network path between the Roku and the remote server is congested.
- Something else on your network was consuming a lot of bandwidth, limiting the bandwidth available for the Roku to use.
Hi @ljunkie
One of my users just reported the problem (after enabling Remote Logging) at approx 20:20:55 EDT (and definitely between 20:20 and 20:22) today 7/18. Master account is this name. Managed user name is “Jamie”. Device name is “Skynet”. I can provide PMS logs as well.
Note that he was streaming an SD H.264 MKV. I have multiple users at different locations all reporting the exact same symptoms, regardless of whether it’s low-bitrate SD or a 1080p HEVC that requires transcoding. They can immediately close Plex and stream HD from Netflix or Amazon on the same Roku device without issue - this is only happening with Plex.
@bialar467 sorry, I tried searching all of the logs for Jaimie Skynet and bialar467 and nothing was returned. Maybe they didn’t enable remote logging?
Note that he was streaming an SD H.264 MKV. I have multiple users at different locations all reporting the exact same symptoms, regardless of whether it’s low-bitrate SD or a 1080p HEVC that requires transcoding. They can immediately close Plex and stream HD from Netflix or Amazon on the same Roku device without issue - this is only happening with Plex.
I wonder if that is pointing to the servers available bandwidth. That is a reading we don’t get in client logs, but could it be possible that the server doesn’t have enough bandwidth at the given time to supply all of these remote users? Can you replicate the buffer issues on your end?
@ljunkie I will check with him, most likely he did not enable remote logging properly as you say.
On the server side, it’s a 150mbps symmetrical connection, and my logs show that Plex was the only traffic of consequence at the time. I’ve been unable to reproduce any connectivity or bandwidth problems on the server side when users have reported the problem. I also can’t reproduce the issue with a local Roku client.
I did one test with one of my users where I streamed the same video as her at the same time, her on a Roku and her home wifi, and myself on an Android phone over 4G. My stream was consistent and problem-free while at the same time she was having the symptoms described above. All of my Roku users started reporting this problem with the exact same symptoms, all within a day or two of each other somewhere around the end of June/beginning of July.
edit: I got the first report of this on June 23.
1 Like
@ljunkie
We have described the issue of being able to cast without issue but not play from Roku menu. I have repeated this behavior immediately. It’s not a bandwidth issue for me, have a little faith in us. I’ll try to give you some more examples. I’m just stopping a stream (casted from Android) a UHD video now but it actually did max out my download (100mbps) for at least a moment. I’ll try to find something that fits under my cap if you still don’t believe me.
stopped at 9:10 pm, did buffer but should demonstrate that bandwidth was not an issue for my earlier file. It has played for 10 minutes without buffering, when the bug we are speaking of happens (whenever not casted), buffering is every few moments.
8:21 PM central time zone
Username matthew.wentz@gmail.com
Watching La La Land and it buffered 40 secs in.
Remote connection to Plex server.
Also started buffering at 8:24 PM CST - about 3:25 in. And then from then on, it does it every 30 secs or so.
Full resolution video (origial quality)
But even if I go down to 4Mbps (720p) it does it.
However, I can play the same file on the Plex app on my Tivo at 4Mbps (720p), same network that the Roku is on, and it never once buffers.
I’m just going to leave it running and see what you get on the logs.
Roku Ultra hardwired. Just updated Roku app to 5.3 build 7.
EDIT: Remote logging was turned off.
9:41pm Starting the same low bitrate file that was having problems before. Started from Roku menu. When it begins buffering, I will stop it and stream a high bitrate UHD video to demonstrate available bandwidth.
9:54pm Stuck buffering at 60% on the same 3.1Mbps video. Stopping.
9:55pm Casting a UHD video at 41Mbps (peak over 100Mbps it looks like?)
@Matthew_wentz_gmail_com
I’m also seeing the Roku report some low bandwidth and is fluctuating a lot. In the logs I have, I only see a high bandwidth file trying to be played, not transcoded at 4mbps.
The current stream bitrate I see trying to be played is 28.5Mbps, which is an average. It could have peaks higher than that.
This is the minutely bandwidth readings, which shows something happening with the connection deteriorating.
Jul 18 18:20:39 - Current bandwidth reading: time=8:20 PM available=37.4 Mbps (37371 kbps)
Jul 18 18:21:39 - Current bandwidth reading: time=8:21 PM available=47.5 Mbps (47534 kbps)
Jul 18 18:22:39 - Current bandwidth reading: time=8:22 PM available=32.9 Mbps (32876 kbps)
Jul 18 18:23:39 - Current bandwidth reading: time=8:23 PM available=27.4 Mbps (27408 kbps)
Jul 18 18:24:39 - Current bandwidth reading: time=8:24 PM available=20.1 Mbps (20075 kbps)
Jul 18 18:25:39 - Current bandwidth reading: time=8:25 PM available=16.5 Mbps (16497 kbps)
Jul 18 18:26:39 - Current bandwidth reading: time=8:26 PM available=14.3 Mbps (14342 kbps)
Jul 18 18:27:39 - Current bandwidth reading: time=8:27 PM available=13.6 Mbps (13569 kbps)
Jul 18 18:28:39 - Current bandwidth reading: time=8:28 PM available=12.1 Mbps (12085 kbps)
Jul 18 18:29:39 - Current bandwidth reading: time=8:29 PM available=10.3 Mbps (10267 kbps)
Jul 18 18:30:39 - Current bandwidth reading: time=8:30 PM available=9.3 Mbps (9335 kbps)
Jul 18 18:31:39 - Current bandwidth reading: time=8:31 PM available=6.5 Mbps (6525 kbps)
Jul 18 18:32:39 - Current bandwidth reading: time=8:32 PM available=7.4 Mbps (7415 kbps)
Jul 18 18:33:39 - Current bandwidth reading: time=8:33 PM available=5.5 Mbps (5485 kbps)
Jul 18 18:34:39 - Current bandwidth reading: time=8:34 PM available=2.4 Mbps (2411 kbps)
Jul 18 18:35:39 - Current bandwidth reading: time=8:35 PM available=618 Kbps (618 kbps)
Jul 18 18:36:39 - Current bandwidth reading: time=8:36 PM available=618 Kbps (618 kbps)
Jul 18 18:37:39 - Current bandwidth reading: time=8:37 PM available=618 Kbps (618 kbps)
Also note, these are minutely readings, so it’s possible they could be lower or higher in between, but it does show that it’s not stable.
Have I played this UHD file long enough to verify this bug to satisfaction? Do I have to close the Plex channel for it to submit the logs, or is it live?
Hey all. We would really like to get to the bottom of this, but the logs are indicating a bandwidth issue so far. I understand that flinging media doesn’t seem to be affected, but again, all I can look at here are the logs and all signs point to bandwidth available on the Roku.
One things that seems to be a common theme is that these are all from remote servers (again, pointing at the bandwidth). If tried on a local connection, then all seems fine. I myself use a remote server and haven’t been able to replicate such issues.
Would anyone be willing to share their server with ljunkie+testing so I can try to replicate the issue here on a device I can monitor?
Just look at the discrepancy between my Roku stopping dead on a 3.1Mbps file then playing a 41Mbps file flawlessly immediately after. It has been this way for weeks and is 100% repeatable. honestly it’s rare that a bug would be so easy to repeat. I hope we can put the question behind us and move forward now.
That said, I’d rather not share my server for testing just yet, sorry.
