Server Version#:1.16.1.1246
Player Version#:7.22.1.12828
For some reason, Plex on my nvidia shield refuses to play The Matrix movie - streaming from my UnRaid server. It displays the error message “Error : Playback has stopped because the connection to the Plex Media Server has been lost. Please ensure the server is available and retry”.
However - the message is completely wrong! I can go to the next movie ‘Matrix Reloaded’ and it plays just fine. I can go to a different device - i.e. my main PC - fire up the Plex app and The Matrix plays just fine.
I’ve restarted the shield - didn’t fix anything. I found the setting to clear cache for Plex on the shield - didn’t fix anything. I’ve even re-ripped my original disk again, removed the old version of the movie from my Plex server and replaced it with the new one (making sure, in between, the client was picking up the changes) - even this didn’t fix anything.
I’m TOTALLY lost on what’s going on here. WHAT THE HELL!???
I thought you might ask for that! OK, time to pull out the ‘Noob’ card - Can you tell me how to enable logs? and also how to retrieve logs from the Shield?
Any help is appreciated!
BTW…just to get me through the immediate issue, I ended up using Handbrake to re-code the original rip to an H265 version (keeping TruHD audio track intact) and Plex on the shield was happy enough to play that back. However, it would still be good to understand the reason Plex on the Shield is/was unhappy with the original rip, so I’m happy to put that back on the server for trouble-shooting reasons.
Make sure debug logs are enabled: go to Settings > General and checkmark “Enable…debug logging”
Either view the logs directly, or if you don’t know where they’re saved you can also from the Plex Media Server address below, go to: Settings > Troubleshooting and select “Download Logs”
Sorry for the REALLY late response to this! I ‘bypassed’ this issue by re-coding the movie and got it to play without issue, but now I’ve discovered ANOTHER movie in my collection that’s exhibiting the same issue - so I figure it would be better to understand what’s going on.
OK, so I downloaded the logs and they are HUGE! I’ve had a quick look through some of them, but I’m wondering which ones to look at.
I’m also thinking, maybe it would be good to turn off logging (which was enabled by default), and only turn them on again, just prior to attempting to select the problem movie again - waiting for the issue to re-occur, and THEN retrieve the logs to look at them. I figure that might be a less ‘needle in a haystack’ way of finding the problem.
However, what would be helpful is if you can provide some way of knowing WHICH of the myriad of logs to look at.
What I usually do is download to my computer, extract, and sort the files by date modified. The latest modified files should have what you’re looking for.
I’m sorry I can’t remember the exact log names. Open a log, CTRL+F, type in a word from the movie title, see if you get hits.
OK, so I powered up the system today, went straight to the new ‘problem’ movie, selected it for playback, waited for it to get stuck, stopped, exited, grabbed the logs and found reference to the movie.
What is the protocol for supplying information here? Should I post a ‘snippet’ of the log? Should I just post the first ‘failed’ message? Should I post the log while obfuscating the IP addresses?
By the way - with this movie - the issue has changed slightly (I should have mentioned that before). After selecting the movie for playback, I briefly see the ‘timer’ circle, and then I just get a black screen - i.e. no playback. If I don’t do anything it just stays on the black screen until I press ‘stop’ - then it goes back to the movie info screen.
