Plex Pass Benefits??

General Discussions
1

Have had Plex for 3 or 4 years. Good product. All of a sudden it has broken and I can’t get it fixed and I can’t get any help on these forums. Is there a number where I can call Customer Service? Man! I paid a lot of money to be lifetime Plex Pass member and feel like it was a total scam.

2

@“Duke D” said:
Have had Plex for 3 or 4 years. Good product. All of a sudden it has broken and I can’t get it fixed and I can’t get any help on these forums. Is there a number where I can call Customer Service? Man! I paid a lot of money to be lifetime Plex Pass member and feel like it was a total scam.

25-30 Dollars per year is a scam?

3

Read again before you flame… lifetime…

4

Nope you can’t call or mail plex for support. The plex pass is for a few extra features but not extra support. Plex employees respond rarely in here, but did you try to explain the problem here or reddit to get some peer user assistance perhaps?

5

Thanks for the time on this. Appreciate it.

6

@“Duke D” said:
Read again before you flame… lifetime…

Thought you had Plex pass for 3-4 years, it’s not evident from your post if that is the case. If it is the case though, than my post still holds.

7

@“Duke D”

How can I be of assistance?

8

How gracious of you Chuck. Thanks. The following is the text of my original query

"OK, about ready to put a gun to my head. This is making me crazy. Ran Plex for years. The Media Server got weird a couple weeks ago when a box popped up, when I ran the Plex application to watch a movie, “saying do I want to use secure connections.” I said yes and it has been screwed up ever since. Totally broke it.
Running Win 10 pro 64 bit
Using a Synology DS216j NAS
Using MKV format for my videos
Took PMS off comp and installed on NAS. Got the error message when I tried to play a movie, ““Server not powerful enough to convert video”
Took PMS off NAS and downloaded the current download for Win from Plex site. Installed. Rebooted. Click on PMS from menu, nothing happens. Uninstalled and tried it all again. Nothing happens.
I am NOT a expert on these matters so any help will be appreciated. Really am at a loss.”

A guy was trying to help and asked for the logs. I sent them and he said it said it hadn’t been started since sept.11, 2016…

Thanks again for your time Chuck.

9

Duke,
Thanks for letting me know your original post. I’ve since found it. With your permission, I’ll close that thread and we’ll continue here.

Since this is a Synology problem, I’m relocating this to our Synology forum where support is better :wink: (Synology is one of my ‘patrol areas’ :smiley: )

I would like you to do the following:

  1. Go to Settings - Server - General and make certain only Debug logging is enabled. No Verbose logging at this time (not needed)
  2. Pick one of the video(s) which recreates this problem.
  3. Play it
  4. As soon as the problem appears, count to 10
  5. Go to Settings - Server - Help - Download Logs
  6. It will present you with a ZIP file.
  7. Please attach that ZIP file here with your next post, with the XML (Hover over item → Get info → View XML), and we’ll find out what it doesn’t like
10

Thanks Chuck I took Plex off the NAS and reinstalled on my comp. where it used to be before Plex went bad.

It (Plex) will NOT open on my comp and that is the genesis of my complaint/problem.

So, I can’t open a movie through plex since it won’t open. I accepted that the cpu on my Synology NAS was not robust enough.

11

I am not a Windows guy but can ask @OttoKerner to jump in and take over with the Windows portion. :slight_smile: (Thanks Otto)

Depending on how you preprocess your video, the Syno can do a lot. I’ve successfully played 4K UHD from one. The fundamental issue is knowing what you have and what the player(s) need. Once understood, it’s pretty straight forward.

If you would like to put it all back on the Syno, I am willing to see what we can accomplish and put PMS back on the Syno.

The DS216J has an ARM processor. It can DirectPlay video only but can handle audio transcoding. This is usually enough to do what most need for playing in their home.

12

Well Chuck, whatever you think. I certainly defer to your expertise here. If you think the NAS can handle it, OK by me. As stated above the file format I use is MKV. I can reinstall it if you think I should. I just thought when I got those messages that it wasn’t powerful enough.

13

Those messages aren’t super-informative.

It shows up when the input file can’t be DirectPlayed or DirectStreamed on the target (client) player because of a) Requested playback settings on the Player are different than what the source material has b) The video format , sizing, or bit rate needs to be changed either because of Server settings or Subtitles (most common)

I use MKV files exclusively. I have Roku units and Samsung televisions.

Let’s make a controlled test case and walk through making one video work. From there, you can then decide how you wish to proceed.

I suggest:

  1. Create a new share on the Syno for this test (movie I presume) making certain user plex has permission to read the share (R/W is ok too)
  2. Copy the file(s) into the new share
  3. Install PMS on the Syno
  4. Create one library section and point it at this new share
  5. Let PMS scan it and match
  6. When complete, hover over the item, click “Get Info” -> “View XML”. Please paste that in here with your next post and
  7. Let me know what you’ll be attempting to play this file on (make & model as appropriate)
14

I’m on it, thanks!

15

OK here’s the XML

<MediaContainer size="1" allowSync="1" identifier="com.plexapp.plugins.library" librarySectionID="1" librarySectionTitle="Movies" librarySectionUUID="b413f639-affb-4aa3-beea-79711b315d88" mediaTagPrefix="/system/bundle/media/flags/" mediaTagVersion="1491159133">
<Video ratingKey="1" key="/library/metadata/1" guid="com.plexapp.agents.imdb://tt0114746?lang=en" librarySectionID="1" librarySectionKey="/library/sections/1" studio="Universal Pictures" type="movie" title="Twelve Monkeys" contentRating="R" summary="In the year 2035, convict James Cole reluctantly volunteers to be sent back in time to discover the origin of a deadly virus that wiped out nearly all of the earth's population and forced the survivors into underground communities. But when Cole is mistakenly sent to 1990 instead of 1996, he's arrested and locked up in a mental hospital. There he meets psychiatrist Dr. Kathryn Railly, and patient Jeffrey Goines, the son of a famous virus expert, who may hold the key to the mysterious rogue group, the Army of the 12 Monkeys, thought to be responsible for unleashing the killer disease." rating="8.8" audienceRating="8.8" year="1995" tagline="The future is history." thumb="/library/metadata/1/thumb/1507486772" art="/library/metadata/1/art/1507486772" duration="7774533" originallyAvailableAt="1995-12-29" addedAt="1470946193" updatedAt="1507486772" audienceRatingImage="rottentomatoes://image.rating.upright" chapterSource="media" primaryExtraKey="/library/metadata/2" ratingImage="rottentomatoes://image.rating.certified">
<Media videoResolution="576" id="1" duration="7774533" bitrate="5442" width="720" height="480" aspectRatio="1.78" audioChannels="6" audioCodec="ac3" videoCodec="mpeg2video" container="mkv" videoFrameRate="NTSC" videoProfile="main">
<Part accessible="1" exists="1" id="1" key="/library/parts/1/1470946193/file.mkv" duration="7774533" file="/volume1/Video/Media/Test/12 Monkeys.mkv" size="5288431093" container="mkv" videoProfile="main">
<Stream id="1" streamType="1" codec="mpeg2video" index="0" bitrate="4418" language="English" languageCode="eng" anamorphic="1" bitDepth="8" chromaSubsampling="4:2:0" colorRange="tv" frameRate="29.970" height="480" level="8" pixelAspectRatio="186:157" profile="main" refFrames="1" scanType="interlaced" width="720"/>
<Stream id="2" streamType="2" selected="1" default="1" codec="ac3" index="1" channels="6" bitrate="448" language="English" languageCode="eng" audioChannelLayout="5.1(side)" samplingRate="48000" title="Surround 5.1"/>
<Stream id="3" streamType="2" codec="ac3" index="2" channels="6" bitrate="384" language="Français" languageCode="fre" audioChannelLayout="5.1(side)" samplingRate="48000" title="Surround 5.1"/>
<Stream id="4" streamType="2" codec="ac3" index="3" channels="2" bitrate="192" language="English" languageCode="eng" audioChannelLayout="stereo" samplingRate="48000" title="Stereo"/>
<Stream id="5" streamType="3" default="1" codec="vobsub" index="4" language="English" languageCode="eng"/>
<Stream id="6" streamType="3" codec="vobsub" index="5" language="Español" languageCode="spa"/>
<Stream id="7" streamType="3" codec="vobsub" index="6" language="Français" languageCode="fre"/>
</Part>
</Media>
<Genre id="73" filter="genre=73" tag="Sci-Fi"/>
<Genre id="74" filter="genre=74" tag="Mystery"/>
<Genre id="75" filter="genre=75" tag="Thriller"/>
<Director id="5" filter="director=5" tag="Terry Gilliam"/>
<Writer id="6" filter="writer=6" tag="Janet Peoples"/>
<Writer id="7" filter="writer=7" tag="David Webb Peoples"/>
<Producer id="76" filter="producer=76" tag="Charles Roven"/>
<Country id="77" filter="country=77" tag="USA"/>
<Role id="8" filter="actor=8" tag="Bruce Willis" role="James Cole" thumb="http://image.tmdb.org/t/p/original/2B7RySy2WMVJKKEFN2XA3IFb8w0.jpg"/>
<Role id="9" filter="actor=9" tag="Madeleine Stowe" role="Dr. Kathryn Railly" thumb="http://image.tmdb.org/t/p/original/jqd70MNVUs3nTbxn3B3G6UNV4Oc.jpg"/>
<Role id="10" filter="actor=10" tag="Brad Pitt" role="Jeffrey Goines" thumb="http://image.tmdb.org/t/p/original/ejYIW1enUcGJ9GS3Bs34mtONwWS.jpg"/>
<Role id="11" filter="actor=11" tag="Christopher Plummer" role="Dr. Goines" thumb="http://image.tmdb.org/t/p/original/fauMGxa6dc86nHNenQ8X6DlE6YV.jpg"/>
<Role id="12" filter="actor=12" tag="David Morse" role="Dr. Peters" thumb="http://image.tmdb.org/t/p/original/5PuSGfBw3Hsdo5jkhZ59NDFCZUm.jpg"/>
<Role id="13" filter="actor=13" tag="Jon Seda" role="Jose" thumb="http://image.tmdb.org/t/p/original/zYDXb5F4IyzuODWSuGa2mLU8HMz.jpg"/>
<Role id="14" filter="actor=14" tag="Frank Gorshin" role="Dr. Fletcher" thumb="http://image.tmdb.org/t/p/original/1hfi3gAMouvfXzrnrbJLHqYHHVP.jpg"/>
<Role id="15" filter="actor=15" tag="Joseph Melito" role="Junger Cole" thumb="http://image.tmdb.org/t/p/original/rPgGtrcKQsV9wlDW91kgjGm39K5.jpg"/>
<Role id="16" filter="actor=16" tag="Aaron Michael Lacey" role="WWI Sergeant" thumb="http://image.tmdb.org/t/p/original/6cBXtAhaqQfT14WLIgGXqmEQ12j.jpg"/>
<Role id="17" filter="actor=17" tag="Christopher Meloni" role="Lt. Halperin" thumb="http://image.tmdb.org/t/p/original/qUxRtuQxWcuaUitnKoTyKgeIitu.jpg"/>
<Role id="18" filter="actor=18" tag="Joey Perillo" role="Det. Franki" thumb="http://image.tmdb.org/t/p/original/db1ycVZMiz0WHKiYeClkvUI9LPH.jpg"/>
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<Role id="20" filter="actor=20" tag="Matt Ross" role="Bee" thumb="http://image.tmdb.org/t/p/original/tl51oqEpUoa9S5JGbklg9aXd99Q.jpg"/>
<Role id="21" filter="actor=21" tag="Annie Golden" role="Taxifahrerin" thumb="http://image.tmdb.org/t/p/original/2onk2YDUlJIQdJKhfRRNyuNjzu7.jpg"/>
<Role id="22" filter="actor=22" tag="Michael Chance" role="Scarface" thumb="http://image.tmdb.org/t/p/original/bAXgeUCXTdftaZDJa3Skfy7kMfz.jpg"/>
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<Role id="24" filter="actor=24" tag="H. Michael Walls" role="Botaniker" thumb="http://image.tmdb.org/t/p/original/5n2SHZjlBAutGvtei4EczZRbj6T.jpg"/>
<Role id="25" filter="actor=25" tag="Bob Adrian" role="Geologe" thumb="http://image.tmdb.org/t/p/original/cifydN0a55kbhHeCnEA90Q3zaYu.jpg"/>
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<Role id="27" filter="actor=27" tag="Carol Florence" role="Wissenschaftlerin / Jones" thumb="http://image.tmdb.org/t/p/original/lYwrz91yKY0uCRa6Fjcvab2QG6r.jpg"/>
<Role id="28" filter="actor=28" tag="Bill Raymond" role="Mikrobiologe" thumb="http://image.tmdb.org/t/p/original/9qUefRsvEzitR2j8CwtXYbddayE.jpg"/>
<Role id="29" filter="actor=29" tag="Ernest Abuba" role="Engineer" thumb="http://image.tmdb.org/t/p/original/w2gXQkVTNkdxctxz0cqZa2Apzvf.jpg"/>
<Role id="30" filter="actor=30" tag="Irma St. Paule" role="Poet" thumb="http://image.tmdb.org/t/p/original/cNwjgzfRTVTWm5Fe4zhXoYQXu4p.jpg"/>
<Role id="31" filter="actor=31" tag="Rozwill Young" role="Billings" thumb="http://image.tmdb.org/t/p/original/s4HdUTkgvFrY6LjNSjG2BxFyflD.jpg"/>
<Role id="32" filter="actor=32" tag="Nell Johnson" role="Ward Nurse" thumb="http://image.tmdb.org/t/p/original/lrRtZaz1eqaSfAAYRpsF9Qmp7A8.jpg"/>
<Role id="33" filter="actor=33" tag="Frederick Strother" role="L.J. Washington" thumb="http://image.tmdb.org/t/p/original/r4V8H2qg1J0tgeoxToxj19nFVM.jpg"/>
<Role id="34" filter="actor=34" tag="Charles Techman" role="Professor" thumb="http://image.tmdb.org/t/p/original/fTjQfqqYRx2LvE6CmAVNOpNPkKa.jpg"/>
<Role id="35" filter="actor=35" tag="Rick Warner" role="Dr. Casey" thumb="http://image.tmdb.org/t/p/original/43gkvtXb4x7eMlo31pDAVmHg8q8.jpg"/>
<Role id="36" filter="actor=36" tag="Anthony 'Chip' Brienza" role="Dr. Goodin" thumb="http://image.tmdb.org/t/p/original/47cC6rWbfh8Vtr51N0gyjlzNBeL.jpg"/>
<Role id="37" filter="actor=37" tag="Bruce Kirkpatrick" role="Polizeimann Nr. 1" thumb="http://image.tmdb.org/t/p/original/1eMcIjb8YEKlRFuOK9Eors23RAC.jpg"/>
<Role id="38" filter="actor=38" tag="Wilfred Williams" role="Polizeimann Nr. 2"/>
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<Role id="40" filter="actor=40" tag="Drucie McDaniel" role="Waltzing Woman Patient" thumb="http://image.tmdb.org/t/p/original/aGfH2Fz2avSA3vD7fca8Y9quwle.jpg"/>
<Role id="41" filter="actor=41" tag="John Blaisse" role="Old Man Patient" thumb="http://image.tmdb.org/t/p/original/50cJ8i2n3ILa2cGw0jnJ1qdUwEE.jpg"/>
<Role id="42" filter="actor=42" tag="Louis Lippa" role="Patient at Gate" thumb="http://image.tmdb.org/t/p/original/z1gUbvnhxoAO4mWi1CUTol7lDy0.jpg"/>
<Role id="43" filter="actor=43" tag="Stan Kang" role="X-Ray Doctor" thumb="http://image.tmdb.org/t/p/original/w7KozG6yzeKgNux9fwvWyRRPt4i.jpg"/>
<Role id="44" filter="actor=44" tag="Pat Dias" role="WWI Captain" thumb="http://image.tmdb.org/t/p/original/5ReBqOX5qGkkV8V435CBt4gREvM.jpg"/>
<Role id="45" filter="actor=45" tag="Felix Pire" role="Fale" thumb="http://image.tmdb.org/t/p/original/5xSAisU5Y1O7jhr5uXnDI9yUFQd.jpg"/>
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<Role id="48" filter="actor=48" tag="Stephen Bridgewater" role="Airport Detective" thumb="http://image.tmdb.org/t/p/original/y8HD6TcZllYESxeUQzlSiRvGeRN.jpg"/>
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<Role id="52" filter="actor=52" tag="Paul Meshejian" role="Detective Dalva" thumb="http://image.tmdb.org/t/p/original/xOpOT5LYXKFZdVf1DPsCisMJgL0.jpg"/>
<Role id="53" filter="actor=53" tag="Kevin Thigpen" role="Kweskin" thumb="http://image.tmdb.org/t/p/original/vzBdarDNPiDf6e6RX7Dwjc0ySqC.jpg"/>
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<Role id="57" filter="actor=57" tag="Korchenko" role="Thug No. 1" thumb="http://image.tmdb.org/t/p/original/kuiCzoNTNrQ2CbwXllMo0EO1K38.jpg"/>
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<Role id="60" filter="actor=60" tag="John Panzarella" role="Agent No. 2" thumb="http://image.tmdb.org/t/p/original/hlQkBw7xaF7XoNoG1wWjyYUQ7fQ.jpg"/>
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<Role id="67" filter="actor=67" tag="Renee Spei" role="Demon (uncredited)" thumb="http://image.tmdb.org/t/p/original/1NfOSy4mTAiDBCsa6NQzTsJxQ5C.jpg"/>
<Role id="68" filter="actor=68" tag="Bonnie Loev" role="Time Portal Nurse (uncredited)" thumb="http://image.tmdb.org/t/p/original/vEDuGJT9LV7ifsJVOqjhNPljDcJ.jpg"/>
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<Role id="70" filter="actor=70" tag="Sal Mazzotta" role="Prisoner Joey (uncredited)" thumb="http://image.tmdb.org/t/p/original/9fJjpfLnlrjnfyaYsJysB8IHgz2.jpg"/>
<Role id="71" filter="actor=71" tag="Allelon Ruggiero" role="Inpatient (uncredited)" thumb="http://image.tmdb.org/t/p/original/7pfz38FFFCBKUY1piONvsCOEXve.jpg"/>
<Role id="72" filter="actor=72" tag="Thang" role="Monkey Member (uncredited)" thumb="http://image.tmdb.org/t/p/original/eu7HT1uoNiod93sd0XcY6r7Luz3.jpg"/>
<Extras size="1">
<Video ratingKey="2" key="/library/metadata/2" guid="iva://api.internetvideoarchive.com/2.0/DataService/VideoAssets(6239)?lang=en&bitrates=80,212,450,600,750,1500,8000&duration=145&adaptive=1&dts=0" type="clip" title="12 Monkeys" summary="" index="1" year="1999" thumb="/library/metadata/2/thumb/1507486772" duration="145000" originallyAvailableAt="1999-09-27" addedAt="1507486772" extraType="1">
<Media videoResolution="720" id="2" duration="145000" bitrate="1500000" width="1280" height="720" aspectRatio="1.78" audioCodec="aac" videoCodec="h264" container="mp4" premium="1">
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<Stream id="9" streamType="2" selected="1" codec="aac" index="1" channels="2" language="English" languageCode="eng"/>
</Part>
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<Media videoResolution="480" id="3" duration="145000" bitrate="750000" width="640" height="480" aspectRatio="1.33" audioCodec="aac" videoCodec="h264" container="mp4" premium="1">
<Part id="3" duration="145000" container="mp4" key="/services/iva/assets/6239/video.mp4?bitrate=750" optimizedForStreaming="1">
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<Media videoResolution="480" id="4" duration="145000" bitrate="450000" width="640" height="480" aspectRatio="1.33" audioCodec="aac" videoCodec="h264" container="mp4" premium="1">
<Part id="4" duration="145000" container="mp4" key="/services/iva/assets/6239/video.mp4?bitrate=450" optimizedForStreaming="1">
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</MediaContainer>

Playing this on a 6 or 7 year old Vizio 55" via chromecast & my phone , sometimes chromebook. BTW- still getting the “Not powerful enough” message

I did have another question for you… how much do I owe you for teaching me all this stuff and taking away your Sunday afternoon?

Thanks!

Moderator Edit: Used “Code” paragraph formatting around XML to make visible

16

Attached file

17

Does this help?

Codec MPEG2VIDEO
Bitrate 4418 kbps
Language English
Anamorphic 1
Bit Depth 8
Chroma Subsampling 4:2:0
Color Range tv
Frame Rate 29.97 fps
Height 480
Level 8
Pixel Aspect Ratio 186:157
Profile main
Ref Frames 1
Scan Type interlaced
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Bitrate 448 kbps
Language English
Audio Channel Layout 5.1(side)
Sampling Rate 48000 Hz
Title Surround 5.1
Codec AC3
Channels 5.1
Bitrate 384 kbps
Language Français
Audio Channel Layout 5.1(side)
Sampling Rate 48000 Hz
Title Surround 5.1
Codec AC3
Channels Stereo
Bitrate 192 kbps
Language English
Audio Channel Layout stereo
Sampling Rate 48000 Hz
Title Stereo
Codec VOBSUB
Language English
Codec VOBSUB
Language Español
Codec VOBSUB
Language Français
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18

@“Duke D” said:
Thanks Chuck I took Plex off the NAS and reinstalled on my comp. where it used to be before Plex went bad.
It (Plex) will NOT open on my comp and that is the genesis of my complaint/problem.

I’d need a set of log files from the windows computer to try and figure out what went wrong.
https://support.plex.tv/hc/en-us/articles/200250417
(scroll down to ‘Manually finding log files’, zip up the whole folder and attach them here)

19

@“Duke D”

Ok, where are you going to play that? Web? a Player?

The codec codec="mpeg2video" is probably what gave you grief with your previous efforts. The most commonly used (no transcoding) is H.264.

Let’s address this now, before you try it.

  1. Get HandBrake
  2. Open that video in HandBrake
  3. We’re going to convert it now (one-shot task) as controlled test
  4. Specify a 2-Pass encoding (Video tab)
  5. Specify the bit rate manually at 5500 (you have a 4400 Kbps video)
  6. Go to the audio tab and verify your input video is also coming through (passthrough checkboxes)
  7. Let it crunch (shouldn’t take long)
  8. Play the resultant output file in VLC (or something) to test. Verify good video / audio
  9. Now drop in and replace the original file you had
  10. Refresh the library (let PMS see the file change)
  11. Play it
20

Playing from web (Plex opens browser tab) and playing from there via chromecast.

I’ll get busy with your tasks.

Thanks