Plex iOS not streaming .mp4 videos on network but over mobile data(Cellular)

Plex Players Mobile Devices
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Server Version#:1.18.9.2571
Player Version#:6.9
iOS#: 13.4

Hi,

Been using plex for a while now and never had an issue until the last couple of days. On my phone I can watch over the network any .mkv files but not .mp4 video files, an error pops up saying “something went wrong, try again later”

I’ve set up remote access and if I turn mobile date (cellular) on and wifi off, i can watch .mp4 video files perfectly fine.

I have yet been able to find a fix and this has me perplexed. Anyone else had this problem and fixed it?

1 Like
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Can you please provide some logs from the client and server after replicating the issue, please? :slight_smile:

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I just experienced the same problem since upgrading to 13.4 and oddly enough this only occurs for me when using the built in device speakers. Connect a pair of AirPods and everything resumes working properly. I verified this behavior in both the web player and native iOS app.

I believe this is the relevant line from the Plex Media Server log file:
Mar 26, 2020 22:43:26.906 [0x7f0bd22b3700] ERROR - ClientProfileExtra: video transcode target already exists for streaming hls

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Hi Dave,

Ive gotten these errors when trying to play .mp4 files

Thread 29108 ClientProfileExtra: video transcode target already exists for streaming hls
Thread 30300 [Time] Failed to convert ‘-68428800’ from epoch.

I havent tried with airpods or on apple tvOS as yet, the movies I know that are .mp4 are not kid friendly for testing purposes and testing isn’t exactly kid friendly :joy:

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Please follow these steps to provide complete logs (VERBOSE OFF).

Email iPhone logs to yourself:

Drag/drop log files in your next post.

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Hi Darcilicious,

I’ll do the logs shortly I’ve downloaded them and emailed them to myself.

I’ve just tested a known .mp4 that would not play on my iPhone but it is playing on my tvOS (13.3.1)

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Log Thursday 26th of March:
com.plexapp.plex 2020-03-26–06-31-46-851.log (1.0 MB)

Log Friday 27th of March:
com.plexapp.plex 2020-03-27–03-46-25-899.log (943.2 KB)

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Are these logs from immediately after replicating the problem? I ask because they have very different date/timestamps in the filename.

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I believe so, I tried on Thursday evening and Friday afternoon

here is the zip I’ve just downloaded after replicating the incident on my phone and downloaded logs off my server

PlexDebugInfo-danielmoore33@hotmail.com-6.9-19701 (2020-03-27 20.13.49 1100).zip (390.8 KB)

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Is there any update to this, as it is a very annoying bug, (especially when you dont own a laptop or a personal computer just an ipad.)

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BTW I also had this issue with an MKV today logs attached, iPadOS and server logs attached. The file plays when on 4G but not when on local network, except if I have airpods attached

PlexDebugInfo-dom_a2345-6.10.1-19978 (2020-04-18 18.04.34 0100).zip (2.7 MB)
Plex Media Server Logs_2020-04-18_18-02-35.zip (4.7 MB)

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Happened on this tonight trying to diagnose my issue, I was skeptical when it mentioned that it worked with Airpods and not without, but lo and behold once I connected my Airpods the issue went away!

Also, this issue only seems to appear if I am trying to play original quality, which is the default on the local network; if it’s actually transcoding, things work fine.

Let me know if I can provide logs beyond what has already been provided that might be useful.

Latest iOS version (13.5) and Plex iOS up to date.

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