"Playback has stopped because the connection to the plex media server has been lost"

General Discussions
1

Hello,
After any update of Plex Media Server i need to delete all the codecs file in “Plex Media Server/Codecs” path and analyze the library, because mkv movie with incorporate subtitles doesn’t play (error: playback has stopped because the connection to the plex media server has been lost) until i delete the codecs.
But this trick doesn’t work anymore with the last update (1.7.6.4058), the mkv movie with subtitles are still unplayable also after the codecs delete.
Plex media server is running on a synology nas, the plex app used to watch the movies is installed on a sony android tv.
Here the server and client log (the movie i’m trying to play is split)

I think the problem is here:
07-13 21:05:50.320 e: [Exo1VideoPlayer] Player error detected
07-13 21:05:50.325 e: An exception occurred: com.google.android.exoplayer.j: com.google.android.exoplayer.f.s:

Thank you in advance!

2

Would you please recreate the error with Verbose logging OFF (see here -----> ), wait 20 seconds, then include the complete logs (Settings - Server - Help - Download Logs)?
Attach the ZIP file here.

The PMS logs you’ve share (Thanks for the Android) aren’t enough. Verbose logging prints information about each buffer. We don’t need to see that at this point. We need to see how PMS went through the decision process and errors when it terminated playback which the log you included does not include

3

Again, I am seeing this as well along with the other issues. It is not something that can be recreated on demand (that I have found anyway), it just happens randomly.

4

When it does happen, having turned Verbose logging off, just grab a full log file set via the ‘Help’ ZIP file. That will be more than enough

5

@ChuckPA said:
When it does happen, having turned Verbose logging off, just grab a full log file set via the ‘Help’ ZIP file. That will be more than enough

Here you go… It happened twice within a few minutes on the same movie. I hit Retry after a couple minutes and it continued, but then it stopped again.

6

About to go offline but see this:

Jul 13, 2017 22:56:24.690 [6596] DEBUG - NetworkServiceBrowser: SSDP arrived: 10.9.8.113 (http://10.9.8.113:54694/upnp/dev/47fcae4e-41fc-1c12-0000-0000454d8d14/desc)
Jul 13, 2017 22:56:24.691 [44532] DEBUG - HTTP requesting GET http://10.9.8.113:54694/upnp/dev/47fcae4e-41fc-1c12-0000-0000454d8d14/desc
Jul 13, 2017 22:56:39.705 [44532] ERROR - Error issuing curl_easy_perform(handle): 28
Jul 13, 2017 22:56:39.705 [44532] DEBUG - HTTP simulating 408 after curl timeout

Emphasis on the timeout while talking to the modem / wifi device. PMS did a regular query of the network (normal checking), and it didn’t respond causing PMS to wait for 15 seconds.

Earlier it saw:

Jul 13, 2017 13:13:34.562 [6596] DEBUG - NetworkServiceBrowser: SSDP arrived: 10.9.8.113 (http://10.9.8.113:51364/upnp/dev/47fcae4e-41fc-1c12-0000-0000454d8d14/desc)
Jul 13, 2017 13:13:34.562 [33216] DEBUG - HTTP requesting GET http://10.9.8.113:51364/upnp/dev/47fcae4e-41fc-1c12-0000-0000454d8d14/desc
Jul 13, 2017 13:13:34.578 [33216] DEBUG - HTTP 200 response from GET http://10.9.8.113:51364/upnp/dev/47fcae4e-41fc-1c12-0000-0000454d8d14/desc
Jul 13, 2017 13:14:33.549 [6844] DEBUG - Network change.
Jul 13, 2017 13:14:33.549 [6844] DEBUG - NetworkInterface: Notified of network changed (force=0)
Jul 13, 2017 13:14:33.552 [6844] DEBUG - Network change notification but nothing changed.
Jul 13, 2017 13:14:44.220 [6844] DEBUG - Network change.
Jul 13, 2017 13:14:44.220 [6844] DEBUG - NetworkInterface: Notified of network changed (force=0)
Jul 13, 2017 13:14:44.224 [6844] DEBUG - Network change notification but nothing changed.
Jul 13, 2017 13:15:48.869 [6844] DEBUG - Network change.
Jul 13, 2017 13:15:48.869 [6844] DEBUG - NetworkInterface: Notified of network changed (force=0)
Jul 13, 2017 13:15:48.872 [6844] DEBUG - Network change notification but nothing changed.
Jul 13, 2017 13:15:59.724 [6844] DEBUG - Network change.
Jul 13, 2017 13:15:59.724 [6844] DEBUG - NetworkInterface: Notified of network changed (force=0)
Jul 13, 2017 13:15:59.728 [6844] DEBUG - Network change notification but nothing changed.
Jul 13, 2017 13:27:26.568 [35604] DEBUG - Sync: uploadStatus
Jul 13, 2017 13:27:35.054 [6844] DEBUG - Network change.
Jul 13, 2017 13:27:35.054 [6844] DEBUG - NetworkInterface: Notified of network changed (force=0)
Jul 13, 2017 13:27:35.058 [6844] DEBUG - Network change notification but nothing changed.
Jul 13, 2017 13:28:05.783 [6844] DEBUG - Network change.
Jul 13, 2017 13:28:05.783 [6844] DEBUG - NetworkInterface: Notified of network changed (force=0)
Jul 13, 2017 13:28:05.787 [6844] DEBUG - Network change notification but nothing changed.

This is saying something changed but when PMS checked, the information it needed was unchanged. “force=1” happens when your WAN IP changes.
I am suspected a connectivity issue between server / player and/or modem

Can you detail your network topology please? Specifically, the LAN IP addresses in use and what is wired vs wifi ?

7

@ChuckPA said:
Would you please recreate the error with Verbose logging OFF (see here -----> ), wait 20 seconds, then include the complete logs (Settings - Server - Help - Download Logs)?
Attach the ZIP file here.

The PMS logs you’ve share (Thanks for the Android) aren’t enough. Verbose logging prints information about each buffer. We don’t need to see that at this point. We need to see how PMS went through the decision process and errors when it terminated playback which the log you included does not include

Hi ChuckPA,
Here the logs (tried to play ‘Split’ today at 14:10 and at 14:28).
Please note that i had to remove log files about agents, music etc. and old files that contains sensitive data like my email or public IP: if you need other log files please tell me which ones so i could modify them.

8

Please PM me the FULL zip file with a link to this thread included in the PM.

what you have sent is again insufficient.

9

Again I ask, Please turn off Verbose logging. In Settings - Server - General, uncheck " Enable Plex Media Server verbose logging

I can only see a few minutes of time when Verbose is enabled

10

I turned off Verbose logging this morning, before sending you the Zip file (see the screenshot).
I’m sending you now via PM the new Zip file (tried to play ‘Split’ at 17:16 and at 17:20).

xai46v7wk5zm.png872×411 253 KB

11

Thank you for the updated log file. It contains a much greater time span and I can see what is happening.

  1. Playback has started
  2. Everything is proceeding well
  3. PMS looses internet connectivity and resets its connections attempting to regain the connection
  4. The player loses connectivity as well.
  5. During this time, playback of the stream being played is also interrupted

Jul 13, 2017 20:17:59.671 [0xb17ffb40] DEBUG - MyPlex: We appear to have lost Internet connectivity, resetting device URL cache.
Jul 13, 2017 20:17:59.672 [0xb17ffb40] ERROR - EventSource: Retrying in 15 seconds.
Jul 13, 2017 20:18:14.673 [0xb17ffb40] DEBUG - EventSource: Connecting to xxx.xxx.xxx.xx
Jul 13, 2017 20:18:14.688 [0xb17ffb40] DEBUG - EventSource: Resolved to xxx.xxx.xxx.xx

1 minute later, PMS establishes contact and stabilizes

Jul 13, 2017 20:19:24.865 [0xb17ffb40] DEBUG - EventSource: Connecting to 139.162.144.200
Jul 13, 2017 20:19:24.866 [0xb17ffb40] DEBUG - EventSource: Resolved to 139.162.144.200
Jul 13, 2017 20:19:25.009 [0xb17ffb40] DEBUG - EventSource: Connected in 103 ms.
Jul 13, 2017 20:19:25.010 [0xb17ffb40] DEBUG - EventSource: Wrote data, reading reply.
Jul 13, 2017 20:19:25.163 [0xb2f11b40] DEBUG - EventSource: Read HTTP reply header

I do not know how your DiskStation is connected to the internet. I presume through a wired connection but this behaves as if using WiFi.
I also presume your player (TV?) is wifi connected (this is common).

I suggest you inspect your equipment, speed test locally with wired and wireless to rule out any wireless issues for the server first.

Using wired, you can also verify your ISP is providing you uninterrupted connectivity.

If the internet is interrupted when PMS check’s Plex Pass status but cannot, this will create the ‘lost connectivity’ fault shown in the logs.

12

@ChuckPa said:
About to go offline but see this:

Jul 13, 2017 22:56:24.690 [6596] DEBUG - NetworkServiceBrowser: SSDP arrived: 10.9.8.113 (http://10.9.8.113:54694/upnp/dev/47fcae4e-41fc-1c12-0000-0000454d8d14/desc)
Jul 13, 2017 22:56:24.691 [44532] DEBUG - HTTP requesting GET http://10.9.8.113:54694/upnp/dev/47fcae4e-41fc-1c12-0000-0000454d8d14/desc
Jul 13, 2017 22:56:39.705 [44532] ERROR - Error issuing curl_easy_perform(handle): 28
Jul 13, 2017 22:56:39.705 [44532] DEBUG - HTTP simulating 408 after curl timeout

Emphasis on the timeout while talking to the modem / wifi device. PMS did a regular query of the network (normal checking), and it didn’t respond causing PMS to wait for 15 seconds.

Earlier it saw:

Jul 13, 2017 13:13:34.562 [6596] DEBUG - NetworkServiceBrowser: SSDP arrived: 10.9.8.113 (http://10.9.8.113:51364/upnp/dev/47fcae4e-41fc-1c12-0000-0000454d8d14/desc)
Jul 13, 2017 13:13:34.562 [33216] DEBUG - HTTP requesting GET http://10.9.8.113:51364/upnp/dev/47fcae4e-41fc-1c12-0000-0000454d8d14/desc
Jul 13, 2017 13:13:34.578 [33216] DEBUG - HTTP 200 response from GET http://10.9.8.113:51364/upnp/dev/47fcae4e-41fc-1c12-0000-0000454d8d14/desc
Jul 13, 2017 13:14:33.549 [6844] DEBUG - Network change.
Jul 13, 2017 13:14:33.549 [6844] DEBUG - NetworkInterface: Notified of network changed (force=0)
Jul 13, 2017 13:14:33.552 [6844] DEBUG - Network change notification but nothing changed.
Jul 13, 2017 13:14:44.220 [6844] DEBUG - Network change.
Jul 13, 2017 13:14:44.220 [6844] DEBUG - NetworkInterface: Notified of network changed (force=0)
Jul 13, 2017 13:14:44.224 [6844] DEBUG - Network change notification but nothing changed.
Jul 13, 2017 13:15:48.869 [6844] DEBUG - Network change.
Jul 13, 2017 13:15:48.869 [6844] DEBUG - NetworkInterface: Notified of network changed (force=0)
Jul 13, 2017 13:15:48.872 [6844] DEBUG - Network change notification but nothing changed.
Jul 13, 2017 13:15:59.724 [6844] DEBUG - Network change.
Jul 13, 2017 13:15:59.724 [6844] DEBUG - NetworkInterface: Notified of network changed (force=0)
Jul 13, 2017 13:15:59.728 [6844] DEBUG - Network change notification but nothing changed.
Jul 13, 2017 13:27:26.568 [35604] DEBUG - Sync: uploadStatus
Jul 13, 2017 13:27:35.054 [6844] DEBUG - Network change.
Jul 13, 2017 13:27:35.054 [6844] DEBUG - NetworkInterface: Notified of network changed (force=0)
Jul 13, 2017 13:27:35.058 [6844] DEBUG - Network change notification but nothing changed.
Jul 13, 2017 13:28:05.783 [6844] DEBUG - Network change.
Jul 13, 2017 13:28:05.783 [6844] DEBUG - NetworkInterface: Notified of network changed (force=0)
Jul 13, 2017 13:28:05.787 [6844] DEBUG - Network change notification but nothing changed.

This is saying something changed but when PMS checked, the information it needed was unchanged. “force=1” happens when your WAN IP changes.
I am suspected a connectivity issue between server / player and/or modem

Can you detail your network topology please? Specifically, the LAN IP addresses in use and what is wired vs wifi ?

My internet is 50/10 fiber (not FiOS), and connects directly from the ONT to the WAN port of a Watchguard Firebox running pfSense. LAN1 goes to a Nortel 24 port managed gigabit PoE switch. The Plex server is connected to the switch via two gigabit onboard ports set up for NIC Teaming/aggregation. There are two Cisco E3000 routers running DD-WRT in AP mode (all routing/GW/NAT functions are disabled), connected to the switch (gigabit). They are in wideband (40MHz) N mode, allowing 300Mbps (I do not use 5GHz due to interference issues). My FireTV Stick and laptop are the only two devices using the wireless at this time. Every other device is hardwired (gigabit if capable). Almost all of the internal devices have a static IP (assigned by DHCP rules). The Plex server is currently dynamic (.124) because I literally just set up the teaming a couple days ago and have not gone in and changed the MAC address in pfSense (the problem was occurring before the change - that’s actually the reason I changed it, to try and eliminate any semblance of a bottleneck). The FireTV stick is also dynamic (.113), again because I got it somewhat recently and never added it to the rules. The dynamic pool is 10.9.8.100 thru 10.9.8.149, everything else is reserved for static.

Now I did go into the pfSense logs and found that the WAN interface did go down for less than a second at 22:38:58. This was 18 minutes before the error. There was another episode the day before, but otherwise nothing that coincides with times these stops actually happened going back to July 4 (firewall was rebooted).

877×493 47.4 KB

13

@ChuckPA said:
Thank you for the updated log file. It contains a much greater time span and I can see what is happening.

  1. Playback has started
  2. Everything is proceeding well
  3. PMS looses internet connectivity and resets its connections attempting to regain the connection
  4. The player loses connectivity as well.
  5. During this time, playback of the stream being played is also interrupted

Jul 13, 2017 20:17:59.671 [0xb17ffb40] DEBUG - MyPlex: We appear to have lost Internet connectivity, resetting device URL cache.
Jul 13, 2017 20:17:59.672 [0xb17ffb40] ERROR - EventSource: Retrying in 15 seconds.
Jul 13, 2017 20:18:14.673 [0xb17ffb40] DEBUG - EventSource: Connecting to xxx.xxx.xxx.xx
Jul 13, 2017 20:18:14.688 [0xb17ffb40] DEBUG - EventSource: Resolved to xxx.xxx.xxx.xx

1 minute later, PMS establishes contact and stabilizes

Jul 13, 2017 20:19:24.865 [0xb17ffb40] DEBUG - EventSource: Connecting to 139.162.144.200
Jul 13, 2017 20:19:24.866 [0xb17ffb40] DEBUG - EventSource: Resolved to 139.162.144.200
Jul 13, 2017 20:19:25.009 [0xb17ffb40] DEBUG - EventSource: Connected in 103 ms.
Jul 13, 2017 20:19:25.010 [0xb17ffb40] DEBUG - EventSource: Wrote data, reading reply.
Jul 13, 2017 20:19:25.163 [0xb2f11b40] DEBUG - EventSource: Read HTTP reply header

I do not know how your DiskStation is connected to the internet. I presume through a wired connection but this behaves as if using WiFi.
I also presume your player (TV?) is wifi connected (this is common).

I suggest you inspect your equipment, speed test locally with wired and wireless to rule out any wireless issues for the server first.

Using wired, you can also verify your ISP is providing you uninterrupted connectivity.

If the internet is interrupted when PMS check’s Plex Pass status but cannot, this will create the ‘lost connectivity’ fault shown in the logs.

Thank you for the reply.
My Diskstation is connect with ethernet cable to the router.
My player (Sony android tv) is connect with ethernet cable to a switch.
I also have another Sony android tv connect with ethernet cable directly to the router (same problem with plex).
My internet connection is stable, i don’t think that’s the problem, also because the same movies worked perfecty before updating plex (3 days ago).
The problem is the transcoding of mkv movies with active subs, infact if i play ‘Split’ (or any other mkv file in the library with incorpored subtitle) and disable the subtitle in the plex player, the movie plays correctly as any other mkv with no incorporate subtitle.
As i said in my opening post, this happen every time i update plex, but this time deleting plex codecs not helped.

14

I solved uninstalling plex version 1.7.6.4058 and installing the previous version 1.7.5.4035.