Plex cannot play any file anymore and server crashing regularly

Plex Media Server NAS & Devices
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Server Version#: 1.16.6.1592 on Synology DJ216j
Player Version#: web client 3.108.2 on mac in latest Google Chrome browser

Since a recent Plex update in the last 3 months, I am receiving errors for virtually every video file I try. These video files played back without issues before via Direct Play. Sometimes, the Plex media server crashes and I need to relaunch via Synology package center.

Log file:

Plex Media Server.log (103.8 KB)

How can I fix this problem? Other players (mac native, iOS) give the same problems with videos which played back without any issues a few months back.

3

I followed your steps to remove the codec files, uninstall Plex and reinstall Plex. I still get errors when trying to play a file and Plex server crashes. I attached the logs again. Could you help me understand what is going wrong? Plex Media Server Logs_2019-09-19_21-21-21.zip (1.5 MB)

5

Thank you for the quick response. I am afraid I cannot fix the double NAT situation: internet providers in Czech Republic often apply double NAT and it is impossible to change this. Because of this, I can only access my Synology NAS and Plex server from within my LAN.

This setup (with my Plex server not being accessible from the internet because of double NAT) has worked well for me for the past 2 years or so. I am not sure why it stopped working recently. Could you help me figure out how to fix this recent issue?

6

If I may provide some additional information after reviewing the logs?

  1. Does your modem/router allow you any control over “Private Domains”? If so, it would help the timeout issues I see where PMS does have trouble finding the players on your LAN. Modem/router manufacturers refer to this as DNS Rebinding Protection as well. If you can define an exception to allow the domain plex.direct, your clients will benefit significantly from it.
Sep 19, 2019 21:16:37.178 [0x73711450] DEBUG - HTTP requesting GET https://109-81-212-96.af0ce401707248d3897b7321bce08653.plex.direct:32400/identity
Sep 19, 2019 21:16:40.180 [0x73711450] ERROR - Error issuing curl_easy_perform(handle): 28
  1. This appears to be either the iOS device (iPhone ?) has gone to sleep or off the WiFi.
Sep 16, 2019 07:54:13.714 [0x6e923450] DEBUG - Sync: sync list 25084917: user 1 (kaspermalfroid), device iPad, profile iOS, id 5B3D817D-9047-48EB-A0A3-3728078A2EA0, sync item(s): 27010319,27025226,30639162,30639184,30639188,30971153,31104208,32274421,33831558,33831561,34027646,34027653,34027655,34027657,35385601,35385603,35385604,35385611,35385613,35827785,38710665,38710666
Sep 16, 2019 07:54:13.714 [0x6e923450] DEBUG - Sync: sync list 7055654: user 1 (kaspermalfroid), device Kasper's iPhone, profile iOS, id 98A39162-0C32-40C6-ACF0-734D87B09098, sync item(s): 
Sep 16, 2019 07:54:13.714 [0x6e923450] WARN - Sync: sync list 7055654 belonging to user 1 (kaspermalfroid) has died of old age, ignoring
Sep 16, 2019 07:54:13.714 [0x6e923450] DEBUG - Sync: synchronizing 1 sync lists to generators
Sep 16, 2019 07:54:13.734 [0x6e923450] DEBUG - Sync: synchronized 1 sync list(s) to 22 generators
Sep 16, 2019 07:54:13.735 [0x6e923450] INFO - Sync: downloaded 1 sync list(s) with 22 sync items(s): 0 new, 0 updated, 0 deleted
Sep 16, 2019 07:54:13.735 [0x6d1b3450] DEBUG - BPQ: garbageCollect - sync - forced - 10
Sep 16, 2019 07:54:13.735 [0x6d1b3450] DEBUG - Sync: starting Sync garbage collection: 10, forced
Sep 16, 2019 07:54:13.735 [0x6d1b3450] DEBUG - Sync: garbage collecting filesystem
Sep 16, 2019 07:54:13.736 [0x73111450] DEBUG - Completed: [10.0.0.11:63330] 200 PUT /sync/refreshSynclists (6 live) TLS GZIP 5817ms 195 bytes (pipelined: 2)
Sep 16, 2019 07:54:13.736 [0x6d1b3450] DEBUG - Sync: garbage collected filesystem
Sep 16, 2019 07:54:13.736 [0x6d1b3450] DEBUG - Sync: scanning for items to reprocess in sync list 25084917
Sep 16, 2019 07:54:13.737 [0x6d1b3450] DEBUG - Sync: scanned for items to reprocess in sync list 25084917
Sep 16, 2019 07:54:13.737 [0x6d1b3450] DEBUG - Sync: finished Sync garbage collection: 10
Sep 16, 2019 07:54:13.816 [0x733ff450] DEBUG - Auth: authenticated user 1 as kaspermalfroid
Sep 16, 2019 07:54:13.817 [0x6e059450] DEBUG - Request: [10.0.0.11:63330 (Subnet)] PUT /sync/refreshContent (6 live) TLS GZIP Signed-in Token (kaspermalfroid)
Sep 16, 2019 07:54:13.818 [0x6e059450] DEBUG - Sync: refreshContent
Sep 16, 2019 07:54:13.819 [0x6e059450] DEBUG - HTTP requesting GET https://plex.tv/servers/518fe7664702e8bd64733c95c82e6081b4267af9/sync_lists?auth_token=xxxxxxxxxxxxxxxxxxxx
Sep 16, 2019 07:54:15.705 [0x73111450] DEBUG - handleStreamWrite code 32: Broken pipe
Sep 16, 2019 07:54:15.705 [0x73111450] DEBUG - NotificationStream: Removing because of error
Sep 16, 2019 07:54:15.706 [0x73111450] DEBUG - Completed after connection close: [10.0.0.11:63281] 200 GET /:/eventsource/notifications (6 live) TLS GZIP 50020ms 322 bytes (pipelined: 1)
Sep 16, 2019 07:54:19.633 [0x6e059450] DEBUG - HTTP 200 response from GET https://plex.tv/servers/518fe7664702e8bd64733c95c82e6081b4267af9/sync_lists?auth_token=xxxxxxxxxxxxxxxxxxxx
Sep 16, 2019 07:54:19.643 [0x6e059450] DEBUG - Sync: downloaded 2 sync lists, analyzing now...
Sep 16, 2019 07:54:19.644 [0x6e059450] DEBUG - Sync: sync list 25084917: user 1 (kaspermalfroid), device iPad, profile iOS, id 5B3D817D-9047-48EB-A0A3-3728078A2EA0, sync item(s): 27010319,27025226,30639162,30639184,30639188,30971153,31104208,32274421,33831558,33831561,34027646,34027653,34027655,34027657,35385601,35385603,35385604,35385611,35385613,35827785,38710665,38710666
Sep 16, 2019 07:54:19.644 [0x6e059450] DEBUG - Sync: sync list 7055654: user 1 (kaspermalfroid), device Kasper's iPhone, profile iOS, id 98A39162-0C32-40C6-ACF0-734D87B09098, sync item(s):
  1. Playback to the iPad seems solid at the server however, I do see where subtitles are found and played. The ARMv7 CPU in the NAS will not do very well burning these into the image (it will fail and appear to crash because the server overloads). Please check the metadata (Get Info) and make certain these are TEXT based subtitles (SRT, ASS, or SSA) and the player settings are “Automatic”. When Automatic and text is found, It will be easily converted to VTT for iOS devices.
Sep 16, 2019 07:55:16.274 [0x6e635450] DEBUG - We're going to try to auto-select a subtitle.
Sep 16, 2019 07:55:16.274 [0x6e635450] DEBUG - Subtitles: Found a candidate subtitle language [eng] for a foreign film
Sep 16, 2019 07:55:16.274 [0x6e635450] DEBUG - Subtitles: Found a candidate subtitle that matches our forced / language preference. [eng] [0]. Reason [Prefer sidecar]
Sep 16, 2019 07:55:16.274 [0x6e635450] DEBUG - Audio Stream: 35545, Subtitle Stream: 35775
Sep 16, 2019 07:55:16.277 [0x6e635450] DEBUG - We're going to try to auto-select an audio stream for account 1.
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Thank you for further analysing the logs.

  1. My Asus DSL-AC56U modem+router does not allow to turn off DNS Rebinding Protection or define exceptions.
  2. Possibly problem with WiFi signal strength.
  3. All subtitles are text-based SRT. I also made sure the player settings on iPad (Setting < Advanced < Subtitles < Burn Subtitles) is set to “Advanced”.

I noticed that the problems do not occur with all videos now, only with a few more recently added videos. Fingers crossed it will stabilise!

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