# Plex Pass - Extras not populating. PLEASE HELP. **URL:** \ **Category:** General Discussions\ **Created:** [December 9, 2016, 5:37am UTC](https://forums.plex.tv/t/plex-pass-extras-not-populating-please-help/170385 "2016-12-09T05:37:22Z")\ **Posts on this page:** 9\ **Page:** 1
**Author:** ![The\_Rosebud](https://avatars.discourse-cdn.com/v4/letter/t/3e96dc/32.png) [@The\_Rosebud](https://forums.plex.tv/u/The_Rosebud)\ **Post date:** [December 9, 2016, 5:37am UTC](https://forums.plex.tv/t/plex-pass-extras-not-populating-please-help/170385/1 "2016-12-09T05:37:22Z")
Just bought a plex pass over the black Friday holiday and can not get extras to populate. I’ve tried everything. Was a little disillusioned to find that even as a paying plex pass customer -there is no direct support for me with this issue and I am left writing a question here and hoping. -I am using the most up to date version of server. -I have followed the instructions in the FAQ for setting up both the primary and secondary agents. -I have restarted and re-logged in to everything. -I have tried loading new media into the database as well as force refreshing and unmatching/rematching. I have also made sure to do this with movies that I know have extras because a friend’s server with plexpass shows them as such. HELP. And just to clarify - this issue is at the server and not the device client level. The extras will not populate. ---
**Author:** ![BigWheel](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/bigwheel/32/78783_2.png) [@BigWheel](https://forums.plex.tv/u/BigWheel)\ **Post date:** [December 9, 2016, 7:37am UTC](https://forums.plex.tv/t/plex-pass-extras-not-populating-please-help/170385/2 "2016-12-09T07:37:33Z")
“-I have followed the instructions in the FAQ for setting up both the primary and secondary agents.” so how do you have it set up ---
**Author:** ![The\_Rosebud](https://avatars.discourse-cdn.com/v4/letter/t/3e96dc/32.png) [@The\_Rosebud](https://forums.plex.tv/u/The_Rosebud)\ **Post date:** [December 10, 2016, 7:34am UTC](https://forums.plex.tv/t/plex-pass-extras-not-populating-please-help/170385/3 "2016-12-10T07:34:51Z")
Hey BigWheel… thanks for finding my post. I have switched both (PLEX MOVIE) and (THE MOVIE DATABASE) to “Find trailers and extras automatically (Plex Pass required)” as instructed. I then restarted the server software including logging it out and back into the account. Still nothing. ---
**Author:** ![BigWheel](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/bigwheel/32/78783_2.png) [@BigWheel](https://forums.plex.tv/u/BigWheel)\ **Post date:** [December 10, 2016, 7:59am UTC](https://forums.plex.tv/t/plex-pass-extras-not-populating-please-help/170385/4 "2016-12-10T07:59:05Z")
did you hit refresh all after you did that? ![](https://sea1.discourse-cdn.com/plex/uploads/default/original/3X/8/0/80427a4c887e521f6c02c9dcf8f29563f30e561e.png) ---
**Author:** ![BigWheel](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/bigwheel/32/78783_2.png) [@BigWheel](https://forums.plex.tv/u/BigWheel)\ **Post date:** [December 10, 2016, 8:02am UTC](https://forums.plex.tv/t/plex-pass-extras-not-populating-please-help/170385/5 "2016-12-10T08:02:28Z")
can you copy the media xml from one of the files into here ( you may have to copy into a text file an upload that) ---
**Author:** ![The\_Rosebud](https://avatars.discourse-cdn.com/v4/letter/t/3e96dc/32.png) [@The\_Rosebud](https://forums.plex.tv/u/The_Rosebud)\ **Post date:** [December 12, 2016, 6:23am UTC](https://forums.plex.tv/t/plex-pass-extras-not-populating-please-help/170385/6 "2016-12-12T06:23:38Z")
I have attached the xml from my library. I chose this particular one because I know from access to a friend’s server that this movie does in fact have automatic extras available. None currently populate on my server though. ---
**Author:** ![The\_Rosebud](https://avatars.discourse-cdn.com/v4/letter/t/3e96dc/32.png) [@The\_Rosebud](https://forums.plex.tv/u/The_Rosebud)\ **Post date:** [December 12, 2016, 6:24am UTC](https://forums.plex.tv/t/plex-pass-extras-not-populating-please-help/170385/7 "2016-12-12T06:24:54Z")
I have NOT hit “Refresh All” yet. I have tried it on specific movies. But I’m open to it if its necessary. Just have a large library and didn’t want to light that candle unless absolutely necessary. ---
**Author:** ![BigWheel](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/bigwheel/32/78783_2.png) [@BigWheel](https://forums.plex.tv/u/BigWheel)\ **Post date:** [December 14, 2016, 4:17am UTC](https://forums.plex.tv/t/plex-pass-extras-not-populating-please-help/170385/8 "2016-12-14T04:17:12Z")
yeah that looks fine. a refresh on a single item can should get them. Can you grab the imdb agent log. `com.plexapp.agents.imdb.log` after hitting refresh on BFG. also would you mind taking a screenshot of your agent settings. ( i’m sure they are fine but sometimes we all forget to check something ) ---
**Author:** ![system](https://global.discourse-cdn.com/plex/original/3X/2/a/2acb9765406f63293d357b4ec509ec39aa28f2ad.png) [@system](https://forums.plex.tv/u/system)\ **Post date:** [January 7, 2020, 10:22pm UTC](https://forums.plex.tv/t/plex-pass-extras-not-populating-please-help/170385/9 "2020-01-07T22:22:12Z")