hey guys my plex server does not download the meta data anymore. even if i select it manually it stays empty and grey.
happened after latest update.
@Felix90 said:
hey guys my plex server does not download the meta data anymore. even if i select it manually it stays empty and grey.happened after latest update.
Are you adhering to the naming standards and folder structure outlined on the support articles ?
https://support.plex.tv/hc/en-us/categories/200028098-Media-Preparation
If you are, Please try to reproduce the problem with debug logging on the server and then get the server logs and screenshots and info on what media files
See https://support.plex.tv/hc/en-us/articles/201643703-Reporting-issues-with-Plex-Media-Server
https://support.plex.tv/hc/en-us/articles/200250417-Plex-Media-Server-Log-Files
i did the name structure correct since it used to work and even if I assign the title manually by searching in the database and then selecting the correct title from the list in the assign menu it just loads and stays a screenshot of a scene and no text or any other information.
here are my logs
uploaded logs
@Felix90 said:
i did the name structure correct since it used to work and even if I assign the title manually by searching in the database and then selecting the correct title from the list in the assign menu it just loads and stays a screenshot of a scene and no text or any other information.here are my logs
Will be having a look at the logs. Is the F Drive an internal HHD / SSD ? and NTFS file system ?
I am asking in case you made a change. Extract from Support Article
File System Doesn’t Support Symlinks/Hardlinks
The metadata–and particularly artwork–stored on your Plex Media Server makes use of symbolic links/hard links for referencing the same item from multiple locations.
Some filesystems such as Microsoft’s Resilient File System (ReFS) or “drive pooling” implementations don’t correctly handle things in such a way that the links used for the metadata work correctly.
If you place your Plex Media Server data directory on such a file system or drive pool, you may run into problems.
I did not change anything at all. Its the same 3 NTFS drives as before with no altering whatsoever. I even deleted and re-added some media files again which got recognized correctly before and they wont be recognized anymore as well.
so whether its automatic detection or manual assigning of movie titles and the correlating meta data it does not show. looks all like unrecognized movies usually look with no pictures and text.
@Felix90 said:
I did not change anything at all. Its the same 3 NTFS drives as before with no altering whatsoever. I even deleted and re-added some media files again which got recognized correctly before and they wont be recognized anymore as well.so whether its automatic detection or manual assigning of movie titles and the correlating meta data it does not show. looks all like unrecognized movies usually look with no pictures and text.
So the F Drive where the Plex App Data resides in is a local NTFS drive
I noticed a lot of deletions and additions into the TV Series library with logs showing 1500 items deleted and 1500 items added. That was on the 20th June. Is the content of the library fluid - changing all the time? Wondering if that is causing high loading on the server and lookups.
Also noticed you are using the movie database agent for the TV Shows - have you tried to see if there is different outcome using the Plex Media Server default agent for TV ?
I am still looking at the logs to see when the timeouts for the movie db agent started and the timeout was around the time when there were loads of errors returned.
Have you tried clearing the agent cache in case it is corrupt
See
https://support.plex.tv/hc/en-us/articles/202967376-Clearing-Plugin-Channel-Agent-HTTP-Caches
i just cleared out all plugin cache. still it does not download and add meta data to my videos anymore 
the 1500 elements have been series episodes from anime. i had to change the folder structure and readd them again this was when this issue already existed and i did hope even if movies didnt that series might still work.
i manually tried to assign the stuff from series DB but didnt work either. its all meta data as far as i can see.
will it help to move the meta data and let plex create everything new? might be a lot of time wasted but if nothing else helps :,(
it is always best to get evidence for a problem for a specific test and not to have lots of other activities.
So for testing just setup a library with one or two TV Shows and do the test after restarting the server so we have new fresh logs
I would like you to try to use TheTVDB agent instead of The Movie Database agent for the TV Show library test to see if there is a difference
We can then easily check your naming of folder/file names against what can be found on http://thetvdb.com/
https://support.plex.tv/hc/en-us/articles/200220687-Naming-Series-Season-Based-TV-Shows
Ok I have identified the issue.
The file names / folder structure is not adhering to the defined standards -
see https://support.plex.tv/hc/en-us/articles/200220687-Naming-Series-Season-Based-TV-Shows
The structure is shown here as example
/Grey's Anatomy
/Season 01
Grey's Anatomy - s01e01.avi
Grey's Anatomy - s01e02 - The First Cut is the Deepest.avi
Grey's Anatomy - s01e03.mp4
/Season 02
Grey's Anatomy - s02e01.avi
Grey's Anatomy - s02e02.mkv
Grey's Anatomy - s02e03.m4v
So when i look at all the failed searches - i see that the series and episode numbers are all wrong when Plex Media Server is searching TheMovies Database
I will give you 3 examples
Example 1
F:\Videos\Serien\Detektiv Conan\333 -Der stumm zurueckgelassene Beweis 2.mkv
This ended up searching for episode 333 for season 1 of Detektive Conan
It should be structured like
F:\Videos\Serien\Detektiv Conan\Season xx\Detektiv Conan - sxxexx - Der stumm zurueckgelassene Beweis 2.mkv
(I am not sure which season this episode is)
Example 2
F:\Videos\Serien\Pokemon Origin\Staffel 05 (Master Quest)\276 Pokemon - Endlich in der Hoenn-Region!.mkv
This ended up searching for episode 276 of season 1 of Pokemon Origin
It should be structured like
F:\Videos\Serien\Pokemon Origins\Season 05\Pokemon Origins - S05Exx - Endlich in der Hoenn-Region!.mkv
Example 3
F:\Videos\Serien\Sherlock\Staffel 3\S03-E04 - (Bonus) Sherlock Die Braut des Grauens - Ostern 2016.mkv
This ended up searching for episode 2016
It should be structured like
F:\Videos\Serien\Sherlock\Season 03\Sherlock - S03E04 - (Bonus) Sherlock Die Braut des Grauens - Ostern 2016.mkv
That’s not the problem here. I know this issue and as I said I do not have a problem with the automatic assigned titles and stuff and it’s not about the tv shows it is about the movies mainly, which have been assigned correctly before and now since the latest update ain’t working anymore.
So basically I added the hobbit movies. The titles were fine but no meta data was loaded. So I used the manual search title and meta data function and assigned the correct movie (even if I assign the wrong name, it will load the wrong information / data then but at least it will load something!) but it just loads and stays grey.
So let’s just ignore the not found things or wrong file name problem (I won’t rename 330 episodes that’s too much work if done manually) and let’s try to figure out why no assigned data is loaded.
Thank you so much for your help.
So that actually backs what i said., Do not give me logs with hundreds of errors for things you do not care about but logs just showing the problem that you want to be investigated.
So specific test - specific new library - no other activity going on - starting after a restart of the server
In any case - you are supposed to follow the naming guidelines.
And when doing the test, note down the time and exactly what you did with screenshots and what you expected to be the outcome and what actually happened. and with you giving the exact times of what you did, then i can look at the zipped logs you provide to see how PMS processed your input
I hav had this issue in the past, turned out my firewall was blocking connects to AWS, when I opened that it worked again, give that a try.
Hey guys thanks for those advices. I did deactivate the firewall but still nothing.
I will add 3 different log files. the latest is from when I just did the search, the older is from before but when I also just did a search of the hobbit movie. Additionally I’ll attach the advanced log from the debug option. no clue if that is anyhow helpful but just in case.
time was in between the first lot 1.28pm and the second one 1.43pm
@Felix90 said:
Hey guys thanks for those advices. I did deactivate the firewall but still nothing.I will add 3 different log files. the latest is from when I just did the search, the older is from before but when I also just did a search of the hobbit movie. Additionally I’ll attach the advanced log from the debug option. no clue if that is anyhow helpful but just in case.
time was in between the first lot 1.28pm and the second one 1.43pm
Thanks for all the logs and info.
I can see the manual matching in the logs but when we come to update the information, the logs show this error
2017-06-26 12:42:13,637 (1f3c) : ERROR (model:205) - Cannot read model from F:\Plex Metadata\Plex Media Server\Metadata\Movies\2\afe72bdc819904ad553ff8151b35929d763f35c.bundle\Contents\com.plexapp.agents.themoviedb
2017-06-26 13:29:34,387 (1b20) : ERROR (model:205) - Cannot read model from F:\Plex Metadata\Plex Media Server\Metadata\Movies\9\cc1cfd0cda210667ff02482d23248eaa392385e.bundle\Contents\com.plexapp.agents.themoviedb
2017-06-26 13:29:55,177 (3380) : ERROR (model:205) - Cannot read model from F:\Plex Metadata\Plex Media Server\Metadata\Movies\2\afe72bdc819904ad553ff8151b35929d763f35c.bundle\Contents\com.plexapp.agents.themoviedb
These were for 3 separate updates
Do these directories exist? What is in them?
F:\Plex Metadata\Plex Media Server\Metadata\Movies\2\afe72bdc819904ad553ff8151b35929d763f35c.bundle
F:\Plex Metadata\Plex Media Server\Metadata\Movies\9\cc1cfd0cda210667ff02482d23248eaa392385e.bundle
In case we have some corrupt HTTP Cache, can you go through the steps outlined here to clear all the Agent Cache
https://support.plex.tv/hc/en-us/articles/202967376-Clearing-Plugin-Channel-Agent-HTTP-Caches
and try again and please let me have fresh logs if the problem persists
There is evidence that cache is being used.
2017-06-26 13:29:55,280 (3380) : DEBUG (networking:161) - Fetching 'http://127.0.0.1:32400/services/tmdb?uri=%2Fmovie%2F122917%3Fappend_to_response%3Dreleases%2Ccredits%26language%3Dde' from the HTTP cache
2017-06-26 13:29:55,336 (3380) : DEBUG (networking:161) - Fetching 'http://127.0.0.1:32400/services/tmdb?uri=%2Fmovie%2F122917%2Fimages' from the HTTP cache
Some observations
Jun 26, 2017 13:30:22.998 [12072] DEBUG - PublicAddressManager: Got public IP from http://plex.tv: 86.56.xxx.xxx
Jun 26, 2017 13:30:26.054 [12072] DEBUG - NAT: UPnP, public address is 100.106.xxx.xxx
Jun 26, 2017 13:30:26.054 [12072] DEBUG - PublicAddressManager: got WAN IP 100.106.xxx.xxx from router
Any reason for this ? A VPN Service ?
and a glitch with communication with one of the pubsub.plex.tv servers 82.94.168.60
Jun 26, 2017 13:36:28.490 [4228] DEBUG - EventSource: Failure in IdleTimeout (0 - Der Vorgang wurde erfolgreich beendet).
Jun 26, 2017 13:36:28.490 [4228] DEBUG - MyPlex: We appear to have lost Internet connectivity, resetting device URL cache.
Jun 26, 2017 13:36:28.491 [4228] ERROR - EventSource: Retrying in 15 seconds.
Jun 26, 2017 13:36:43.492 [4228] DEBUG - EventSource: Connecting to 82.94.168.60
Jun 26, 2017 13:36:43.492 [4228] DEBUG - EventSource: Resolved to 82.94.168.60
Jun 26, 2017 13:36:44.580 [4228] DEBUG - EventSource: Connected in 1060 ms.
Jun 26, 2017 13:36:44.580 [9712] DEBUG - EventSource: Wrote data, reading reply.
Jun 26, 2017 13:36:44.720 [9712] DEBUG - EventSource: Read HTTP reply header.
Jun 26, 2017 13:36:44.720 [9712] DEBUG - MyPlex: We appear to have regained Internet connectivity.
The cache has already been cleared out completely the last time you’ve sent me those support link but it did no change.
@Felix90 said:
Hey guys thanks for those advices. I did deactivate the firewall but still nothing.I will add 3 different log files. the latest is from when I just did the search, the older is from before but when I also just did a search of the hobbit movie. Additionally I’ll attach the advanced log from the debug option. no clue if that is anyhow helpful but just in case.
time was in between the first lot 1.28pm and the second one 1.43pm
@Felix90 said:
The cache has already been cleared out completely the last time you’ve sent me those support link but it did no change.
Still looking at the logs and discussing with the development team - but there is evidence that the cache was not cleared
2017-06-26 13:29:55,226 (3380) : DEBUG (networking:161) - Fetching 'http://127.0.0.1:32400/services/tmdb?uri=%2Fconfiguration' from the HTTP cache
2017-06-26 13:29:55,280 (3380) : DEBUG (networking:161) - Fetching 'http://127.0.0.1:32400/services/tmdb?uri=%2Fmovie%2F122917%3Fappend_to_response%3Dreleases%2Ccredits%26language%3Dde' from the HTTP cache
What directories did you delete and at what time?
@Felix90
can you put this request in a browser on the server and see what happens
http://127.0.0.1:32400/services/tmdb?uri=%2Fmovie%2F122917%3Fappend_to_response%3Dreleases%2Ccredits%26language%3Dde&X-Plex-Token=<INSERT_TOKEN>
replace <INSERT_TOKEN> with access token - which you can find out from following steps here
https://support.plex.tv/hc/en-us/articles/204059436-Finding-an-authentication-token-X-Plex-Token
I will try and report back.
I just moved the whole folder and checked if it worked but it didn’t. The caches folder in the plugins directory as advised.
