Plex Fire App crashes when playing some movies

Plex Players Smart TVs
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Server Version#: 1.28.2.6151-914ddd2b3.x86_64
Player Version#: Latest from app store (uninstalled/reinstalled)

I watched two movies from my library yesterday, but when I tried to watch the third, the FireStick 4k Plex app would crash (restart) immediately (never draws a single frame). The server’s logs just show that the device has suddenly disconnected. The server is unaffected. I have an SD version of the movie too, that has the same issue. I can watch the problematic movie on the web interface to Plex without an issue. I’m pretty sure I watched it with the Plex app on the Fire Stick before too. Happens on all 3 of my Fire Sticks too.

I checked the movie that did play versus the one that didn’t, and they have the same general specs (H.264, AAC, though the one that doesn’t play has some ID tags, but removing them didn’t help).

Any ideas on how to fix this? Or what logs to provide? Having to switch over to my AppleTV to stream a random movie is a bummer.

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Any chance you could provide the Android logs, and a sample file, please?

3

I will get the logs Friday as I just got called away on business.

I’ll see if I can reproduce the problem with just the opening 20th Century splash as a small movie.

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OK, I reproduced the problem with my copy of The Martian with logging and then went into MetaX and deleted all the metadata and the problem no longer happens. I guess I’ll have to go in with MetaX and start adding metadata until it crashes again and report back.

I’ve attached the logs for when it crashed.

Thanks!
plex crash.txt (95.8 KB)

5

After removing all the metadata and adding it back in, I’ve been able to add it all back in without causing the crash, so definitely something in the metadata, but maybe MetaX wrote it wrong and now it’s writing it correctly?

Maybe the logs will help you be more robust in your parsing, sorry I can’t help anymore (well, I suppose I could get the original version of the file with the original metadata from a backup, but I’d prefer not to do that if it’s not necessary, but if you really want to run this down, I can do that for you).

6

Unfortunately, there aren’t any errors or crashes in your logs at all. Without anything in there, or a sample file to reproduce the issue, I’m afraid we probably won’t be able to look into this further at this time.

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Understood. Unless there’s better logging to turn on, it looks like the app just “goes away” (hard to log crashes by definition)… I’m going to try going through all of my movies this week to see if others cause crashes, and if they do I’ll be sure to make a copy of them for later debugging before I fix them.

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