Server Version#: Version 1.32.6.7557
Player Version#: Version 4.108.0 Issue occurs on Roku 7.9.3. and 2 earlier versions as well
Plex Media Server Logs_2023-10-14_00-47-57.zip (7.8 MB)
Was watching Plex and it booted me out to the Roku menu screen.
<If providing server logs please do NOT turn on verbose logging, only debug logging should be enabled>
Here is the other situation. Plex on Roku disconnects from server.
Plex Media Server Logs_2023-10-14_01-28-57.zip (7.5 MB)
roku_logs_10-14-2023_0130.txt (174.7 KB)
Hope this helps solve the issue that has been ongoing, i tested this on your new preview release.
This could have been a Plex for Roku app crash.
To capture diagnostics for Roku app crashes, please run with the Plex app network logging enabled:
and on next Plex app crash - where the Plex for Roku exits back to the Roku menu, follow the following steps to get the information we need to request any dumps from Roku:
On the roku remote, and just after the Plex app crashes out to the Roku home screen, press the Home button 5 times and then press the Back button 5 times and then take a photo of the screen - it should now give timestamp and device details and an issue ID. We need that information to put a request through to Roku
Then capture the Plex Media Server logs zip and provide a photo and details of the roku diagnostics and the server logs zip and time of the crash and version of the app that was in use
For example of what the roku would display - see Roku Crashes - #26 by Thunder7ga
I need some pointer here - like what time and what was the last action / display on the screen and was there an error message?
I see that you captured the server logs at Oct 14, 2023 01:28 am
and you captured the roku local log at 01:30 am
so assuming the times are in sync between server and roku, the problem must have been before 01:28
At 01:23 there was a playback of an mp4 file from the server
Playback went into paused state at 01:24
Playback was resumed after this
and was stopped at 01:25
Let me know when the issue was - was it during playback or after and details of any errors
(There is evidence of low memory on the roku at 01:24 - don’t know if relevant to the issue)
The issue occurs on both of my roku premieres. I had an ultra roku as well that i was testing (but no longer have) and the issue was present there as well. It always occurs, when i am either fast forwarding an mp4 for example and it just stays stuck at 33% so i stop it. I back out to see if there is an issue with another .mp4. But since i am aware of this issue now i go into another folder and all of the images of each .mp4 has disappeared so i know the server has disconnected. When i wait a minute and return to the previous folder or another either the images reappear on plex informs me the server has disconnected that message appears fast and then the images reload and i can watch again, and the issue may not occur for hours… but it happens consistently just at various times. I have not used plex today to see if the issue is there today, but i suspect it would occur.
I have tried both stable and preview versions of plex and same issue. And this has occurred for the last 3 versions that you have released of PMS.
Thanks
What I was after was specific to the set of logs you captured - at what point did you find the roku disconnected from the server - can you remember
At 01:23 there was a playback of an mp4 file from the server
Playback went into paused state at 01:24
Playback was resumed after this
and was stopped at 01:25
PMS Logs captured at Oct 14, 2023 01:28 am
Roku log at 01:30 am
When it paused, that is really when it disconnected. The disconnect happens when i fast forward and then hit play it buffers and the background goes black. And i realize it probably disconnected.
PMS disconnected at 1121pm tonight. It lasted 1 minute. I stopped an .mp4 went to another directory and noticed all of the thumbnails were gone. just text in each box and that indicates it is disconnected, I moved around to other folders and nothing was coming up. Finally went up to settings to test server and then it came back online.
I have attached PMS New log and New Roku log here
roku_logs_10172023_1121error.txt (169.0 KB)
unable to upload the plex file as it says its too big. it is 8.9MB What info do you need from it and i can extract it…
Happened tonight at 1121pm. INfo can be found here Plex Server Logs - It just crashed on Roku - #8 by jnhto
However unable to upload the plex file its 8.9mb it is only the debugging, can i extra stuff from there to send to you…
I’ve been having the same issue on my TCL Roku TV.
I’ll try and collect logs as described about with images and pressing the buttons in the remote the next time this happens.
This happens 5-6 times a week on the Preview app (I don’t use the standard version)
John
My TCL Roku TV crashed tonight and following your instructions
On the roku remote, and just after the Plex app crashes out to the Roku home screen, press the Home button 5 times and then press the Back button 5 times and then take a photo of the screen - it should now give timestamp and device details and an issue ID. We need that information to put a request through to Roku
The TV screen said, Shutting down - No code or other screen. After turning on the TV and retrying the above commands from my remote the TV powered down again with the same, Shutting Down, message.
Also, I did double-check before the crash to the Roku Home Screen that both local/remote logging was checked. (But checking again after restarting the app, only Local is checked)
Roku Plex App Crash - Error Logs.txt (76.9 KB)
Interestingly, I wasn’t able to generate the logs until about 20 minutes after the error occurred and after I re-opened the Plex app on the Roku TV - so I don’t know how relevant the logs are.
As I said, this happens pretty frequently and I’ll try using the remote to generate the Error ID again in the future.
*** UPDATE ***
I was using the Left Arrow - NOT the Back Button!
I discovered that you can also generate a Tracker ID using the voice remote and that was successful - but nearly 30 minutes after the Plex Preview app crashed.
I’ll include it just in case it can be used.
I have passed the info to the development team - for the roku incident with timestamp GMT 2023-10-18 09:27:00
They are working on some bug fixes relating to crashes of the app - it may be the same
I am sorry I should have said that network remote logging only runs for 20 minutes from the time it is enabled - so the issue needs to arise within the 20 minutes to be captured, To extend the time, one would need to disable it and then re-enable it again
PS - it would help any Plex app investigation to also include the corresponding Plex Media Server logs (with debug logging not disabled)
please could you upload externally eg google drive / dropbox etc and send me a link
Thanks
It might be DNS Rebinding Protection getting invoked by your router after some playback - I have seen in the past delayed action by routers for DNS Rebinding Protection, i.e. allowing the traffic through for a while and then not allowing it
I can see these DNS errors like this in the roku app log
10/17/2023 23:21:17.796 [1278165:jnhto:eb044fd2-5b05-5ad3-9a96-c2b63c7df088] WARN (GeneralTask) Failed! -6:Could not resolve host: 10-0-0-152.aeffde122b8946ebbdbeecf7ff269132.plex.direct GET https://10-0-0-152.aeffde122b8946ebbdbeecf7ff269132.plex.direct:32400/library/sections/14/all?unwatched=1&X-Plex-Container-Size=0&X-Plex-Container-Start=0&includeDetails=1&excludeFields=file,tagline&excludeElements=Actor,Collection,Country,Label,Mood,Part,Producer,Similar,Photo&includeOnDeck=1 - 35ms
You could check on a PC on the local network in command line this command:
nslookup 10-0-0-152.aeffde122b8946ebbdbeecf7ff269132.plex.direct
If there is no DNS Rebinding Protection block then this command should return a response of 10.0.0.152
You could also try it after the problem arises to see if the block is not permanent
See section on DNS Rebinding Protection on this support article
How to Use Secure Server Connections | Plex Support
See if you can add a whilte list for *.plex.direct
We have requested the crash report from Roku - apparently they get purged after 3 days
I’ll keep this in mind for the future.
My Roku Plex app is always collecting “local” logs, so at least I’ll have that. That said, the Plex app starts getting really slow to respond to remote commands, changing menus takes a second or more to switch/load - so I could maybe activate the remote logging (20 minute limitation) when that happens.
Also, when retrieving the logs via the devices IP address, I find that if my TV is on the main Roku Homepage, I can not retrieve the logs (post crash). But when I am running Plex on the Roku, the logs are available.
Is that what is to be expected? Are the logs from a “new Plex session” applicable to the crash?
When the TV is showing the main Roku homepage, the Plex for Roku app is no longer running - it had crashed out or force closed - so there would be no app to respond to the IP address/port request for the log. When it is launched again, it would start collecting the log locally and respond to the request for viewing the log.
Also having the server logs relating to the time period - helps when debugging.
When providing logs through remote logging, please also indicate which account was being used - eg the main server owner account or a specific Plex Home account.
Thanks
Latest Crash Logs and Issue # photo
I was not able to request remote logging in time before the crash.
The crash happened around 2:22 am PDT 2023-10-21
Roku Logs.txt (22.5 KB)
PMS Logs are too large to upload here. SA2000, I’ll put them in my Plex folder on OneDrive along with the above files.
The Plex app crashed again and this time it crashed and rebooted Roku (this happens sometimes when using Plex).
I also was able to re-activate remote logging a few minutes before the crash.
@sa2000 - Full logs, username, etc will be in my Ondrive Folder:
\ROKU APP CRASH - REBOOT 2023-10-21\
Again, I did have remote logging enabled minutes before the crash.
