Server Version#: 1.32.4.7195
Server OS: Windows 11 Home (22H2)
Nvidia Driver version: 536.40
Player Version#:8.21 (6341)
Player OS: 16.5 (20L563)
Having the strangest issue. Everything is the current version on both the server, and the AppleTV 4K. Nvidia drivers are current on the server. But when trying to play 4k files (direct play), we keep getting an error: Playback Stopped - Couldn’t retrieve the play queue for this item. Please try again.
I searched the forums and this has come up before. One person was able to fix it by rematching the file and refreshing the metadata. I tried that, but no joy in mudville. These files seem to play fine natively in VLC, they play fine in a browser, so I’m not sure where the issue is in the AppleTV app, but I’m leaning that direction. Happy to pull those logs as well if support wants them. Any guidance here is greatly appreciated!
Plex Media Server Logs_2023-07-09_21-59-42.zip (387.4 KB)
@Support? Anyone there? @sa2000?
Just started running into this exact same issue on all my apple devices. Were you able to come up with any kind of solution?
I do have another test PMS running on Ubuntu that appears to be playing fine (with the Apple TV apps).
Sadly no, it’s still happening and just radio silence from Plex. They say come to the forums for support, I did. Put the problem in a specific format, and attach logs. I did, and nothing. I even offered the AppleTV logs but the guide says wait until they ask for those. Not sure what else I can do, and if this is how PlexPass people get support, gods help people just investigating Plex.
I was able to test it just fine using Emby to my AppleTV, so it’s not the file. It plays fine in the web client so I can’t believe it’s the PMS side. So it has to be the client app.
Maybe the 20% of staff they laid off were in support and the client team. Either way, it’s a bad look for a company and product I’ve recommended to a lot of people over the years.
1 Like
@Support Any word on this? Not willing to let this just die on the vine. We need an actual solution.
@alexjohnj Is there an official tag we’re supposed to be using here to get someone from support? As noted, the support@plex.tv email address just auto-replies come to the forum. But there’s no support here either.
I’ve got this same issue. Seems to occur with about 50% of movies when trying to play back on iOS/tvOS devices - can replicate it on iPhone, and 2x Apple TV’s of different generations.
The same files play back fine on Android/Android TV apps as well as obviously Plex desktop app and through web browsers.
I found something interesting though. On an iPhone at least, if the movie has chapters, I can jump to say chapter 2 and the movie will start playing fine, I then just grab the scroll bar and slide it back to the beginning of the movie and it’ll play the entire way through. This makes me believe the issue is something to do with just the initial reading of the file as opposed to anything to do with media codecs. Weird thing is though, theres absolutely nothing in the error logs on the PMS side of things.
Has anyone from support had the opportunity to review this issue? It’s still happening.
I’ve had a lifetime Plex Pass since they first offered them. These errors are making it utterly useless for me, and I have to admit to getting more than a bit pissed off that @support doesn’t provide any actual support. Y’all need to get your act together over there, folks. This radio silence is complete BS.
1 Like
I’ve come up with the same issue on my end as well. I’m running my server on TrueNAS-SCALE-23.10.0.1, everything is up to date. Using an Apple TV (I think it’s 2nd gen, 32gb) and an iPhone 14 Plus and a Pro, we get this same error whenever we try to play anything. The web, Windows desktop player, Android tablets work just fine. Won’t play on any Apple devices, though.
Also Plex Pass for many years. Most of my movies are now unplayable with this same error on my Apple TV. WHY WON’T ANYONE FROM PLEX HELP US SOLVE THIS ISSUE???
1 Like
The frustrating part is that this isn’t even the only thread on the subject to be completely ignored. It’s as if they want nothing to do with supporting Apple TV. Why even make the app available on it then?
I created a whole new movies library and it seems to have fixed now my movies play again. This shouldn’t be necessary!!!
1 Like
This is in essence the Plex dance. Move them out, scan, move them back. I had the same issue, but only with certain mkv files.
The funniest part is, they want us to spend money with them to rent movies when they can’t even respond to support issues? Why on earth would I trust this company with money if they don’t support their product??
Yeah, they saw a sucker in me
I was having this issue with my Apple TV as well. I fixed the issue when I re-scanned my library. I have almost a 1000 movies and it took a matter of seconds. I also re-scanned my meta data for the move I was having issues with. On a side note I was also adding movies and TV shows to my NAS.
