I have a Roku 2, going against a locally networked Plex server. Server is version 0.9.12.11.
The Roku client logs in fine, and I can see movies/music listed with names, summaries etc. It seems that everything is there, but there is zero art/covers, they are just empty boxes.
The media plays perfectly fine, I can browse by titles and view/play. But having just empty boxes everywhere is annoying. I can’t really say when this started, I’d say about 2 weeks ago, and I don’t know what has updated since then. Before that, there was no issue like this.
I have:
- restarted the Plex server
- restarted the Roku
- removed the Plex channel on the Roku and re-installed it
I’m not sure what the best next step is. I don’t see this problem posted anywhere else.
Thanks for your assistance.
What os are you running? This is just for info. I do not know of anything specific to an os that could be causing this. Do you see the posters when using the WebApp or any other client?
Plex Server is running on FreeNAS (FreeBSD), and has been fine for over a year before this started.
When I use the WebApp, the posters and art show up.
When I use the Android app, they also show up.
It is only on the Roku client that I’m having problems.
The only thing I can think that could cause this is if the cache of the thumbnails got corrupted. There is a cache folder in the Plex appdata folder. It should be at the same level as the logs folder. Just delete everything inside that cache folder which will cause PMS to regenerate all the images. However, this will impact all clients, not just the Roku, so your other clients may run a little bit slower as all these images are recreated.
If that doesn’t help, you’ll need to generate some debug logs. Change the setting in the app from no logging to debug. Go through a few screens where there are no images. The follow the steps in this article to pull the logs from the Roku. https://support.plex.tv/hc/en-us/articles/201377603-Roku-Logs
I did find and delete the cache directory, it’s indeed on the same level as the logs.
So my steps were: 1) stop server 2) delete cache dir 3)restart server
The problem persists.
Logs:
(removed)
Ok. I see the problem. Somehow the thumbnails that the Roku need are not being generated. So it was not that the cache was corrupted, but they are not there, period. I will have to check with the devs to see what is going on. You can go ahead and remove your logs.
Thanks. I have also upgraded to 0.9.12.12 with no change.
I saw you were using the official channel. Do you have the Preview channel for Roku? There have been some bug fixes in there, just incase this is already fixed.
I don’t know how/where to change the Roku app to switch to a ‘preview’ channel. Can you tell me please? Thanks!
The Preview channel is a separate Roku app from the standard Plex channel. It can be installed alongside the standard (official) channel, and you can launch it independently, and see if the new code corrects the problem you are seeing.
You can install the Preview channel from here: https://owner.roku.com/add/PlexPass
(You’ll need to be logged into your Roku account before that link will take you to the right place)
Thank you for the instructions, I had no idea!
I did add the channel and did an Update on the Roku, and I have the Preview channel now. Unfortunately, the problem is still there.
Can you grab the server log from when you were using the Preview app? I want to see if there is any additional info server side that might explain what is going on. See my signature for where to find the server logs.
Here you go:
http://pastebin.com/hmT60qbQ
The activity is to restart the Roku, go into Plex preview, enter the “TV Shows” library, skip around with the cursor a little bit and then get the logs.
Ok. That is the Roku log and shows the same errors as before. I was hoping for the server log. This will be from the computer that you installed PMS on.
That’s what happens when you’re not paying attention. Sorry.
The PMS log is here:
http://pastebin.com/X4kKbi1j
The Roku’s IP is 192.168.1.94
Your server log looks fine. No errors. So it looks like the server is able to generate the thumbnails, but something is going on with the communication between the Roku to actually get the thumbnails. There is definitely something not right. I will pass this along to the devs and hopefully they can figure out the problem.
Okay. I can’t imagine what changed but that’s how that always goes, right?
Is there any way to test the Roku with the app version before 8/25 when they released the new one?
Anyway, thanks for being so responsive, I appreciate it.
Ok. Although you’ve provided both the server and roku logs, they are for different time periods. The devs like everything to match up. Can you recreate the issue on the roku and provide new roku and server logs that have matching times? This way the devs will know for sure what is happening and when.
As far as the old version. It is now called Plex Classic. Read this. https://forums.plex.tv/discussion/comment/1015021/#Comment_1015021
Okay, here is a syncronized version of the two.
Why the Roku timestamps are 8pm and the PMS are 4PM, I don’t know. But the logs represent the actions of the exact same time on both ends.
