Cannot find posts with full logs zip
In any case I would not be investigating from logs obtained months ago / I would be looking at logs from current versions - without logs there is no chance of the issue being investigated and would need full logs zip and not snippets
@sa2000 wandering into the minefield, I love it.
If previous logs are any indication there wasn’t any useful information, but I hope a bunch of people provide you with current logs so you can track it down, because nobody else has been successful so far.
@sa2000 I am experiencing the same error on my nVidia Shield TV. I have full logs attached from a test session I performed today. Could you please take a look?
Issue:
When playing specific H.264 MP4 files on Shield, the Plex client will hang at the first video frame. If I attempt to fast forward, I will see the error “Playback has stopped because the connection to the Plex Media Server has been lost. Please ensure the server is available and retry”.
Configuration:
Plex Media Server v1.13.5.5291
running on FreeNAS 11.1-U5 in a FreeBSD jail
IP Address: 192.168.1.6
Wired gigabit Ethernet connection.
nVidia Shield Pro P2571 running Android TV SW Version 7.0.2 (29.10.175.21)
Plex Client v7.3.0.6202
IP Address: 192.168.1.89
Wired gigabit Ethernet connection.
Troubleshooting:
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Problematic file in my testing is named “FailsOnShield.mp4”. This is one example file, but there are several that have the same problem.
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Verified that Shield TV can play the FailsOnShield.mp4 file from the same network share using VLC without issue, and that Shield can play from other high resolution streaming sources (Netflix/Amazon).
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Performed a complete factory reset on Shield TV and reconfigured all apps, including Plex.
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Verified that a Roku Ultra can play the FailsOnShield.mp4 file from the Roku Plex client using the same local network.
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The failing file FailsOnShield.mp4 shows extra codec information that a working file from the same source created a few weeks ago doesn’t have. All of the failing files include these three additional parameters on the video stream codec information:
Color primaries: ITU-R BT.709
Color transfer function: ITU-R BT.709
Color space: ITU-R BT.709 Range
Testing Timeline:
15:31:29 - Plex Media Server stopped, old logs moved to backup, restarted. Verified debug & verbose logs turned on. Not showing tokens in logs.
15:33:17 - nVidia Shield restarted.
15:34:10 - Started WorksOnShield.mp4 playback on Shield. Video plays smoothly.
15:34:51 - Stopped WorksOnShield.mp4 playback.
15:35:32 - Started FailsOnShield.mp4 playback on Shield. Video freezes on first frame. No audio playback. PMS Server Status on the web interface shows the video as playing, but nothing changes on Shield.
15:37:05 - Fast forwarded video on Shield. Plays choppy for one second, then received the error: “Playback has stopped because the connection to the Plex Media Server has been lost. Please ensure the server is available and retry”.
15:38:15 - Clicked cancel on the error, returned to the FailsOnShield play/mark/settings/more screen.
1 Like
I’m having the same issue with my firestick, been playing these files for months and now they are not working.
Having the same problem on Amazon FireStick.
Log file at the stop and start again point
logging.txt (17.6 KB)
Plex on Fire TV Just updated to Ver 7.32.6276 and now just about all payback fails with error
I had no problems with this issue before the update
“Playback has stopped because the connection to the Plex Media Server has been lost”
Roku streaming stick on the same TV work just fine
log.txt (62.9 KB)
1 Like
Thank you very much for the detailed information and all the logs.
The videos are played directly and no transcoding has been requested.
I can see an exception at 15:37:03 - but that was after the freeze and was after the seek forward
Any chance of getting a small sample file that fails in the same way - the shortest clip you can get? (together with logs media info cml etc as before) and will try and reproduce the problem
Same issues on my essential. Not sure what it is.
@sa2000 - Happy to help, thanks for looking into this.
Troubleshooting:
I took the original FailsOnShield.mp4 file I tested with and split it using MP4Splitter, and I got some interesting results.
- With a 1 minute MP4 clip, Plex on Shield worked fine - it would not hang or fail when fast forwarding.
- With a 2 minute MP4 clip, it would start playing, but fast forwarding failed.
- With a 3 minute MP4 clip, it would hang on the first frame, and fail when fast forwarding, just like the full 2 hour file.
- I also converted the entire 2 hour file to an MKV file using MKVToolNix , and it played without issue. It seems like it will always play if it is converted to MKV container.
Today’s Testing Timeline:
8/13/2018 15:36:23 - Cleared all Plex server logs, restarted Plex jail.
8/13/2018 15:37:54 - Restarted nVidia Shield.
8/13/2018 15:38:50 - Started playback of FailsOnShield_3mins_fails.mp4. Video freezes on first frame. No audio.
8/13/2018 15:39:55 - attempted to fast forward video, received error “Playback has stopped because the connection to the Plex Media Server has been lost. Please ensure the server is available and retry”.
Fresh logs are attached, but the sample file is too big to attach on the forums. I’ll PM you a link to it.
Please let me know if you have any other questions.
Thanks!
Plex Testing 08-13-2018.zip (143.3 KB)
Same issue is happening with Xiaomi Mi Box TV running Oreo and running the august 6th update of Plex which is version 7.3.2.6276.
Seems to be only refusing to play larger file size mkv videos, smaller ones still seem to stream, also cannot open photos.
2 Likes
Thank you for all the diagnostics. I have now referred the sample and logs and media info xml etc to the development team. Please keep the 3 minute sample on your google drive available through the link you provided me
Thank you
would need to know times of errors
What i can see is the following
Log captured at 12:13:54 and just before that i can see playback appearing to progress ok
08-13 12:13:26.385 state=playing&time=4037668
08-13 12:13:36.373 state=playing&time=4047674
08-13 12:13:46.375 state=playing&time=4057654
with playback starting with a seek to
08-13 12:13:18.802 i: [FF] Input has been seeked to 4033891000us.
So was there a problem at this time after the seek to 67 minutes & 13 seconds?
There is some reference to memory issues but not sure if that caused an issue. No errors around then
08-13 12:13:18.798 i: [BufferHelper] Assumed Bitrate: 16000, Segment Count: 1875
08-13 12:13:18.801 i: [BufferHelper] Detected memory pressure, reducing segment count to fit available memory: 256
08-13 12:13:18.802 i: [BufferHelper] Segment count: 1638
I can see error 5 minutes before - i assumed you would have taken the logs immediately after the error rather than 5 minutes later - but it sounds like this is the error you must be referring to
08-13 12:08:23.710 e: [Exo2VideoPlayer] Player error detected
08-13 12:08:23.711 e: An exception occurred: com.google.android.exoplayer2.ExoPlaybackException
08-13 12:08:23.712 i: [FF] Releasing demuxer.
08-13 12:08:23.717 e: Stacktrace: com.google.android.exoplayer2.ExoPlaybackException
at com.google.android.exoplayer2.k.handleMessage(SourceFile:353)
at android.os.Handler.dispatchMessage(Handler.java:98)
at android.os.Looper.loop(Looper.java:135)
at android.os.HandlerThread.run(HandlerThread.java:61)
Caused by: [Timeout]com.plexapp.plex.ff.data.FFException: Timeout occured whilst demuxing.
at com.plexapp.plex.ff.FFDemuxer.demux(SourceFile:212)
at com.plexapp.plex.ff.source.FFLoadable.load(SourceFile:99)
at com.google.android.exoplayer2.upstream.t.run(SourceFile:308)
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1112)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:587)
at java.lang.Thread.run(Thread.java:818)
08-13 12:08:23.827 i: [video] Error detected during playback
08-13 12:08:23.839 i: Fetching [method:GET] https://192.168.86.223:32400/:/timeline?bandwidth=2623&bufferedTime=0&containerKey=%2FplayQueues%2F832&duration=0&guid=com.plexapp.agents.imdb%3A%2F%2Ftt0080684%3Flang%3Den&key=%2Flibrary%2Fmetadata%2F1945&machineIdentifier=205af27550163ddec04eb3813bad8867fdfb097f&playQueueItemID=15223&ratingKey=1945&state=stopped&time=0&token=...4ETz&X-Plex-Client-Identifier=e94bb5a10f3428ea-com-plexapp-android&X-Plex-Token=...4ETz
08-13 12:08:23.963 i: [TranscodeSession] Stopping...
08-13 12:08:23.965 i: Fetching [method:GET] https://192.168.86.223:32400/:/timeline?bandwidth=2623&bufferedTime=0&containerKey=%2FplayQueues%2F832&duration=7641548&guid=com.plexapp.agents.imdb%3A%2F%2Ftt0080684%3Flang%3Den&key=%2Flibrary%2Fmetadata%2F1945&machineIdentifier=205af27550163ddec04eb3813bad8867fdfb097f&playQueueItemID=15223&ratingKey=1945&state=stopped&time=4033891&token=...4ETz&X-Plex-Client-Identifier=e94bb5a10f3428ea-com-plexapp-android&X-Plex-Token=...4ETz
08-13 12:08:23.970 e: [Video Player] A recoverable error occurred while attempting to play: /library/metadata/1945.
08-13 12:08:23.971 e: [Video Player] Playback has stopped because the connection to the Plex Media Server has been lost. Please ensure the server is available and retry.
Would need both the client app log plus the server log for such issues
For server logs See
https://support.plex.tv/articles/201643703-reporting-issues-with-plex-media-server/
https://support.plex.tv/articles/200250417-plex-media-server-log-files/
and also for the logs from the app to be captured asap -so that we can have some log entries prior to the error
It may be necessary to provide a sample file that gives rise to such errors so that we can try and reproduce the problem
What is the exact Amazon Fire model? App version ? OS version?
I can see similar memory issues as in the log for @BlackMoon01
Is this first generation Amazon Fire or recent model?
Logs please from app and server to see if we have similarities
May need sample as well
Further to my earlier reples, could you try force stopping the app and clearing the cache and see if that makes a difference
I have a Synology NAS running PMS to clear the cache do you want me to delete all the cache files in the following folder?
$PLEX_HOME/Library/Application Support/Plex Media Server/Plug-in Support/Caches
Thanks
No, by clearing the cache, he meant for the Plex app on the Fire TV.
Bruce and folks in this forum, I can confirm that downgrading the Plex version, as explained in this post, works with Fire TV stick and Fire TV 2nd gen, but for Fire TV 3rd gen is not working, 3rd gen has a different processor, can someone please comment any fix for the 3rd gen?
Appreciate the responses.
Update, the problem may be my Netgear Gigabit switch (GS208), I’m now switching via an older Cisco SF100d-16 switch and so far so good. The Netgear switch has not completely failed which is why it has taken me time to find this. I’ll run it like this for a few days and find out.
Strange that it isn’t working for you. I have a 3rd generation dongle style Amazon Fire TV 4K that is running version 6.12.0.3239 that is working just fine. In fact, I am 1300 miles from home and it is still working fine. At first I thought that it wasn’t, but it turns out that the hotel I am in has junk WiFi. I turned on my phone hotspot and things worked great last night. My recommendation is to make sure that your server is updated to the latest version of Plex Media Server and double check the Fire TV to make sure it didn’t update on you and that you have the above version installed. You may have to mess around with the port forwarding on your router too, I know I did. I found info on that here: https://support.plex.tv/articles/200931138-troubleshooting-remote-access/
Good luck!
