Plex Home user unable to view shared show

Plex Players
1

Server Version#: 1.40.0.7998
Player Version#: 4.125.1 (Web), 1.40.0.7998 (Desktop)
Hello all, I’m unsure what’s going on because for the last 3 or so months the Plex Home account in question has been able to view this show but today the show stopped showing up, and even when manually shared with the account the show can’t be viewed.
I can view the show on my main account just not the managed Plex Home account. I have tried removing and re-adding the show to the Plex library and no luck. At this point, I’m at a loss and any help would be appreciated.
Plex Media Server Logs_2024-03-13_12-01-24.zip (4.4 MB)

2

Review the content restriction settings of that user, and the age ratings of the item(s) in question.
If you have set it for example to “Little Kid”, but the show (or its episodes!) are rated for older audiences only, then these won’t show in the Kid’s account.
The same goes for “unrated” episodes. These won’t show up in “Kid” accounts.

3

Ah it does look like the show and its episodes are all unrated, is the solution to just manually add a rating for all of them? Also, why would this just start having issues today?

4

You should definitely try that. Start with the show alone. If that doesn’t change anything, trty one or two of the episodes.

Maybe some changes happened to the show?

  • It could be that you made some change in your library settings, causing Plex to prefer (or not to prefer) embedded meta data. If these also contained age ratings, then there would be a change.
  • Or if you have matched/unmatched/ or fixed the match of the show lately, the age rating could have changed.
  • If you have changed the metadata agent of the library, many things could have changed as well.
  • Or if you changed the “Certification Country” setting in the library, it could have lost the previous rating if there is actually not a rating available for the selected country.
  • Or if the show was edited in the metadata sources, and subsequently “Refresh Metadata” was performed in plex, then your server has now picked up those changes.
5

Well, I manually changed the rating and that worked, checking the metadata sites they are all rated so I’m not sure why it was working until now and stopped.
Thanks for the help!

6

If you could post the first ~20 lines from the Plex XML info of an affected epsiode, we could tell more.

7

It wasn’t just an episode it was the entire series, but here is the XML of an episode. It says Not Rated but in tvdb it has the rating TV-Y.
https://thetvdb.com/series/paw-patrol/episodes/4638761

<MediaContainer size="1" allowSync="1" identifier="com.plexapp.plugins.library" librarySectionID="2" librarySectionTitle="TV Shows" librarySectionUUID="ecb3648f-cebd-4269-a704-7253700927cb" mediaTagPrefix="/system/bundle/media/flags/" mediaTagVersion="1707825153">
<Video ratingKey="33211" key="/library/metadata/33211" parentRatingKey="33208" grandparentRatingKey="32922" guid="plex://episode/65dcb1cf79d7fe6abc9358d6" parentGuid="plex://season/602e619bea35e0002c2304d2" grandparentGuid="plex://show/5d9c0831e264b7001fc3e862" grandparentSlug="paw-patrol" type="episode" title="Pups Save the Sea Turtles" grandparentKey="/library/metadata/32922" parentKey="/library/metadata/33208" librarySectionTitle="TV Shows" librarySectionID="2" librarySectionKey="/library/sections/2" grandparentTitle="Paw Patrol" parentTitle="Season 1" contentRating="Not Rated" summary="Baby sea turtles were hatching at the other side of the road near the beach. They can't get to the beach without crossing the street, there are cars, skateboarders, scooters and all the hungry naughty seagulls around, not to mention Alex's rambunctious antics." index="3" parentIndex="1" viewOffset="234000" skipCount="1" lastViewedAt="1710354048" year="2013" thumb="/library/metadata/33211/thumb/1710354356" art="/library/metadata/32922/art/1710354490" parentThumb="/library/metadata/33208/thumb/1710354356" grandparentThumb="/library/metadata/32922/thumb/1710354490" grandparentArt="/library/metadata/32922/art/1710354490" grandparentTheme="/library/metadata/32922/theme/1710354490" duration="1400149" originallyAvailableAt="2013-08-20" addedAt="1710351904" updatedAt="1710354356">
<Media id="60758" duration="1400149" bitrate="3465" width="1920" height="1080" aspectRatio="1.78" audioChannels="6" audioCodec="aac" videoCodec="h264" videoResolution="1080" container="mp4" videoFrameRate="24p" optimizedForStreaming="1" audioProfile="lc" has64bitOffsets="0" videoProfile="high">
<Part accessible="1" exists="1" id="62110" key="/library/parts/62110/1702034714/file.mp4" duration="1400149" file="/media/plexmedia/PlexTvShows/Paw Patrol (2013)/Season 1/PAW Patrol (2013) S01E03-E04 Pups Save the Sea Turtles-Pup and the Very Big Baby.mp4" size="606357545" audioProfile="lc" container="mp4" has64bitOffsets="0" indexes="sd" optimizedForStreaming="1" videoProfile="high">
<Stream id="169688" streamType="1" default="1" codec="h264" index="0" bitrate="2591" bitDepth="8" chromaLocation="left" chromaSubsampling="4:2:0" codedHeight="1088" codedWidth="1920" colorPrimaries="bt709" colorRange="tv" colorSpace="bt709" colorTrc="bt709" frameRate="23.975" hasScalingMatrix="0" height="1080" level="40" profile="high" refFrames="4" scanType="progressive" streamIdentifier="1" width="1920" displayTitle="1080p (H.264)" extendedDisplayTitle="1080p (H.264)"> </Stream>
<Stream id="169689" streamType="2" selected="1" default="1" codec="aac" index="1" channels="2" bitrate="161" language="English" languageTag="en" languageCode="eng" audioChannelLayout="stereo" profile="lc" samplingRate="48000" streamIdentifier="2" displayTitle="English (AAC Stereo)" extendedDisplayTitle="English (AAC Stereo)"> </Stream>
<Stream id="169690" streamType="2" codec="aac" index="2" channels="6" bitrate="509" language="English" languageTag="en" languageCode="eng" audioChannelLayout="5.1" profile="lc" samplingRate="48000" streamIdentifier="3" displayTitle="English (AAC 5.1)" extendedDisplayTitle="English (AAC 5.1)"> </Stream>
<Stream id="169691" streamType="2" codec="eac3" index="3" channels="6" bitrate="192" language="English" languageTag="en" languageCode="eng" audioChannelLayout="5.1(side)" samplingRate="48000" streamIdentifier="4" displayTitle="English (EAC3 5.1)" extendedDisplayTitle="English (EAC3 5.1)"> </Stream>
<Stream id="169919" key="/library/streams/169919" streamType="3" selected="1" codec="srt" language="English" languageTag="en" languageCode="eng" format="srt" displayTitle="English (SRT External)" extendedDisplayTitle="English (SRT External)"> </Stream>
</Part>
</Media>
<Guid id="tmdb://943005"/>
<Guid id="tvdb://4638761"/>
<Director id="110621" filter="director=110621" tag="Jamie Whitney" tagKey="614104cca719dcb89f0e79b7"/>
<Writer id="110622" filter="writer=110622" tag="Ursula Ziegler-Sullivan" tagKey="5ec41f9fc3a83800425e1f8c"/>
<Role id="95486" filter="actor=95486" tag="Owen Mason" tagKey="5f401a53c63b480040dde41f" role="Ryder (voice)" thumb="https://metadata-static.plex.tv/6/people/61e0f17f906e00830ea4ec2da0cb3402.jpg"/>
<Role id="110605" filter="actor=110605" tag="Tristan Samuel" tagKey="5d9f3d4de4fc29001eb707a1" role="Chase (voice)"/>
<Role id="110606" filter="actor=110606" tag="Gage Munroe" tagKey="5d776843961905001eb96d28" role="Marshall (voice)" thumb="https://metadata-static.plex.tv/people/5d776843961905001eb96d28.jpg"/>
<Role id="110587" filter="actor=110587" tag="Kallan Holley" tagKey="5d776d7fad5437001f7d798c" role="Skye (voice)" thumb="https://metadata-static.plex.tv/people/5d776d7fad5437001f7d798c.jpg"/>
<Role id="110600" filter="actor=110600" tag="Stuart Ralston" tagKey="5f4027ce1ae710004105c610" role="Rocky (voice)" thumb="https://metadata-static.plex.tv/0/people/0bcf6f0355e1bc4a60bc07716652dfb3.jpg"/>
<Role id="110591" filter="actor=110591" tag="Alex Thorne" tagKey="5ec41f9fc3a83800425e1f7e" role="Zuma (voice)" thumb="https://metadata-static.plex.tv/f/people/faf1f2d1583d467fc4bf7d68cd53efaa.jpg"/>
<Role id="110588" filter="actor=110588" tag="Devan Cohen" tagKey="5d776e7147dd6e001f6fce73" role="Rubble (voice)" thumb="https://metadata-static.plex.tv/1/people/114b92ee9d7554913819f701605eea82.jpg"/>
<Role id="110586" filter="actor=110586" tag="Ron Pardo" tagKey="5d77682ceb5d26001f1dee01" role="Cap'n Turbot / Mayor Humdinger / Farmer Al (voice)" thumb="https://metadata-static.plex.tv/people/5d77682ceb5d26001f1dee01.jpg"/>
<Marker id="14446" type="intro" startTimeOffset="1733" endTimeOffset="44905">
<Attributes id="14446"/>
</Marker>
<Extras size="0"> </Extras>
<Related> </Related>
</Video>
</MediaContainer>
8

What has been selected in the properties of your “tv shows” library, on the Advanced tab for “Certification Country”?

9

“United States” and there are lots of other shows that have ratings.

10

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