Play "Up Next" not working. "An error occurred while attempting to play this video..."

Problem: Play “Up Next” does not work. After a TV episode, it shows the “Up Next” screen with a countdown but an error message pops up reading “An error occurred while attempting to play this video. Please try restarting both the Plex Media Server and this app.” After the countdown, the screen behind the error message goes black but the error message remains.

I have restarted both the app and the Plex Media Server but the error keeps recurring.

Screenshots:


Client version 8.3.0.18653 beta. (Nvidia Shield Pro 2019)
Server Version 1.19.4.2935 (Synology DS416play)

Logs:
NVIDIA SHIELD plex client 2020-06-23 1306.log (1.1 MB)
Plex Media Server Logs_2020-06-23_13-06-17.zip (7.1 MB)

If it matters, I was originally having the problem shown in the following link:

2 Likes

I am seeing a similar issue. Caused my the newest beta update. Im using a 2019 shield pro.

Problem Persists.

Client Version: 8.3.0.18715 beta (Nvidia Shield Pro 2019) (changed from last post)
Server Version 1.19.4.2935 (Synology DS416play) (same as last post)

Logs:
NVIDIA SHIELD plex client 2020-06-25 1225.log (1.2 MB)
Plex Media Server Logs_2020-06-25_12-26-04.zip (6.5 MB)

Update:

I disabled the New Player in the settings and Plex plays Up Next instead of giving me an error.

Problem comes back when I enable the New Player in the settings.

I realize that is not a fix, but it is a data point.

Problem Persists.

Client Version: 8.3.0.18775 beta (Nvidia Shield Pro 2019) (changed from last post)
Server Version 1.19.4.2935 (Synology DS416play) (same as last post)

More information: I have subtitles on by default. If i disable the subtitles on the episodes I want to play before I play them, then I do not receive the pop up error. Instead, the countdown on the “Up Next” screen finishes and the next episode comes on but it does not play automatically. It is paused. I have to manually hit play for the episode to start.

Either way, it is still not functioning like it used to.

I still have have the problem as well.

I can’t reproduce the issue. There are some errors in your logs, we’re looking into this. Thanks for the report.

Thank you for investigating. Let me know if you need me to send anything else or try any different settings.

I’d like to reiterate that I only get this error with the New Player enabled.

Edit: Also, I do not get this error on my iPad.

@marekszulik Here are my logs from my Shield with a similar problem. I tried two shows and got two different results, both bad. Community loaded the next show but sat at a black screen until I pressed play.

Demon Slayer though, just gave the error reported above and crash Plex. I had no issues with this feature prior to the update a week ago.

I attached my logs.shieldlogs6-29.zip (70.8 KB)

Problem Persists with New Player enabled. (Please don’t get rid of the Old Player yet)

Client Version: 8.3.0.18867-beta (Nvidia Shield Pro 2019) (changed from last post)
Server Version 1.19.4.2935 (Synology DS416play) (same as last post)

Additional information:
This problem does not occur on Plex for Windows or on the iPad app.
I have been able to reproduce this problem on 2 different Nvidia Shield Pro’s (2019, non-tube).

@marekszulik When you tried to reproduce the error, did you have PGS or VOSUB subtitles enabled on the episodes you had lined up?

@marekszulik Have you been able to reproduce the bug yet? I am still getting this error.

I am still getting the error, as well.

Client Version: 8.3.0.18912-beta (Nvidia Shield Pro 2019) (changed from last post)
Server Version 1.19.4.2935 (Synology DS416play) (same as last post)

As I mentioned in a previous post, when I have subtitles enabled on the episodes, the popup error comes up saying “An error occurred…”, but that popup does not happen if I have subtitles disabled. In both cases, the next episode does not play and I have to hit the back button to be able to do anything.

@marekszulik here are my logs using the most recent beta, if that helps:

Logs (with PGS Subs Endabled):
NVIDIA SHIELD plex client 2020-07-14 1621.log (1.2 MB)
Plex Media Server Logs_2020-07-14_16-22-15.zip (7.3 MB)

Logs (with PGS Subs Disabled):
NVIDIA SHIELD plex client 2020-07-14 1630.log (1.2 MB)
Plex Media Server Logs_2020-07-14_16-31-21.zip (7.4 MB)

1 Like

Problem persists.

Client Version: 8.3.1.19088-beta (Nvidia Shield Pro 2019) (changed from last post)
Server Version 1.19.4.2935 (Synology DS416play) (same as last post)

Logs:
NVIDIA SHIELD plex client 2020-07-15 0916.log (1.2 MB)
Plex Media Server Logs_2020-07-15_09-17-05.zip (7.1 MB)

1 Like

Seems to be working now in the newest beta. It does do a weird behavior now where it starts the next episode before the count down ends. So when it opens up the next episode its already like 8 seconds in.

1 Like

Yes I am gettig the same problem as @Sittingmongoose. The next episode starts straight away underneath the countdown. When it does get to the next episode the aspect ratio is incorrect. Afetr finishing Watching a 16:9 SD program the up next screen comes up and the next episode starts underneath the countdown screen. When the countdown screen disappears the 16:9 program is squeezed into a 4:3 pillarbox. It appears as though the graphic is a true 16:9 ratio whereas the program is a 16:9 ratio squeezed into a 4:3 raster. The next episode just isn’t unsqueezed in the player as the overlay was a different aspect ratio.

1 Like

Problem persists.

Error occurs using new player.

Error does not occur using old player.

Client Version: 8.4.1.19323-beta (Nvidia Shield Pro 2019) (changed from last post)
Server Version 1.19.5.3112 (Synology DS416play) (changed from last post)

Logs:
NVIDIA SHIELD plex client 2020-07-30 2204.log (1.2 MB)
Plex Media Server Logs_2020-07-30_22-07-16.zip (7.3 MB)

1 Like

Same problem here.

The error seems to be fixed, for the most part.

There is still an odd occurrence when the next episode plays: The video starts on a frozen image that appears to be about 5 seconds into the episode. The audio plays normally and once about 5 seconds has passed (catching up to the frozen frame), then the video and audio proceed as normal.

While I don’t find this ideal, it is a much better situation than the next episode not playing at all.

Client Version: 8.5.0.19468-beta (Nvidia Shield Pro 2019) (changed from last post)
Server Version 1.19.5.3112 (Synology DS416play) (same as last post)

Edit (9 Aug 2020): After playing a few episodes, PLEX will stop autoplaying (which is normal). However, something is preventing my NVIDIA shield screensaver from activating when sitting at the “Up Next” screen that does not autoplay (the “are you still watching” screen). Not sure if that is related but I figured I mention it.

It’s been a week and the “up next” feature seems to be working again. Marking this as solved.

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