Ok, after lots of searches and investigating i’m lost. I’m getting “playback error (please check that this file exists and necessary drive is mounted)” on all roku’s i have access to. But if i check the file from any other of my devices it plays fine, indicating the file does exist and must be mounted. The movies seem to be random, different movie types (eg. x265, h264, HEVC) also different file types (mkv, mp4). But other movies play fine on the roku, just adding to my confusion. I tried rolling back my server to an older Version 1.18.0.1913 and no change.
Windows Server Version 1.18.2.2029 & Version 1.18.0.1913
Roku Version 6.4.7.6112
Similar issue here. I have remote users with Roku Ultra boxes that exhibit the same type of error message. Other clients (Android, Fire OS, Vizio, Apple TV) playing file just fine. My remote user has reported that rebooting the Roku solves the issue with an interesting side effect, the playback quality is reduced in quality due to the Roku connecting over “Relay”. Also tried the Plex Test app on the Roku as mentioned in other threads with the same result. It seems to happen when a file requires partial transcoding, such as direct play of video but transcoding of EAC3 audio to Roku supported formats.
Current set up is Win10 PC running Plex Server Version 1.18.2.2029, hardware accelerated transcoding enabled.
AT&T Fiber with Pace 5268ac gateway, gateway set to allow DMZPlus to my personal Netgear RAX120 (closest thing to bridge mode that I can get). Manual port forward set up on the Netgear.
I have a strong suspicion that there may be something going on with the AT&T gateway, as it recently had a firmware update that broke WiFi calling in my house. Firmware was on 10.7 for the Pace modem with no issues, but updated to 11.4 because a construction crew cut the fiber to my home and a technician from AT&T had to reconnect the service. There have been no other changes to my setup other than this. But then again, if it truly was a problem with AT&T’s janky equipment, wouldn’t my other clients be affected as well? Just spit balling here, but wanted to make sure Plex employees were aware that the issue as described by Josephrg is in fact real.
So to clarify, this happens in my own home, as well as remote users. I have tried restarts, even removing the channel from Roku and relinking new channel. I also have xfinity as my isp, so I don’t think it’s related to internet issues as well. Here’s a shot of the error while the iPad is currently playing same title.
What happens if you force a transcode? Same problem? Also, I know you said filetypes were different, but what about the filenames? Any characters that fall outside of a normal A-Z 1-0 character set that may set the files themselves apart? Anywhere at all in the tree, from root -> file
All of my files follow the proper naming convention and show up / play correctly on different clients. As to forcing a transcode, I have set that as well on the Roku side at 20 Mbps (I have symmetrical gigabit internet, with worst case scenario speeds of 300 up) and the same issue appears. When the file does play, it will fall back to relay mode and play at 1-2 Mbps transcoded on the Roku. The only way I found out that it was going into relay mode was that I installed the “Plex Test” channel which informed me that a direct connection could not be made. The only other thing that I have done is I have removed the upload speed in my server settings, because I have read elsewhere on the forums that putting any number here causes the Roku to not play properly. I have never taken logs before, but if someone is willing to walk me through it, I would be willing to try.
bruce, you’ll need to go out and create your own thread with your issues. Helping 2 separate people in one thread with slightly different problems is difficult to do… someone always gets confused with who the people are helping are talking too…
Go to settings>debug and make sure that debug level = enabled
Shut down Plex Media Server
Restart Plex Media Server
Wait 5 minutes for it to get done initializing
Recreate problem
wait two minutes
Go to settings>Troubleshooting>Download Logs
Then take those logs and go make your own thread outlining your issues with what you’ve done…
The base problem that I have is exactly the same as Josephrg, as you can see in the pictures that we both have posted. I will see if I can duplicate the issue in the coming days. I have no Rokus in my house, so I will need to contact a remote user and coordinate creating the log files. Thanks for telling me how to go about creating the logs.
Same Symptoms is not necessarily the same problem… He has not mentioned anything about relay, you believe it may be related to your ISP he has confirmed his is not… etc. I get that they’re both giving you the same error/issue, but inevitably when one person gets information, the other thinks it also applies to them and things get confused.
My files are named correctly, these are files that have previously played before. Currently I cannot get them to play on the roku, unable to force or transcode to lower spec. either. I can try to post a log tonight to see if that helps.
in your roku clients, go to settings, then to video, and reduce it to 720 for a test, I’d be interested to see if it plays.
My thought is, there’s something setting these files apart from the rest… it could be something obvious (like the filename which is why I asked) or something less obvious, like metadata, or something in the codecs being used (ie Main 10 vs 3.1). The other thing you can try is this:
for %%f in (*.mkv) do (
echo %%~nf
"C:\Program Files\MKVToolNix\mkvpropedit" --tags all:"" --delete title "%%~nf.mkv"
)
Make sure you install MKVToolNix, copy and paste the above code into notepad, and save it as a .bat file. Toss it in the folder with one of the .mkv files that isn’t working, double click it. It will remove any metadata that might cause an error, and then re-try playing it.
So, still having the same problem. I added a new movie yesterday and it wont play on roku, just like other files. So i decided to make a new Library, and i copied a few of the problem movies into a new storage file, and pointed the new Library to that folder. And just like that those movies are all working now, but only in that new Library. So there must be some type of setting attached to my movie library causing this issue, because the files themselves are exact copies (i literately copied and pasted them into new folder).
