A couple of nights ago we were pulling shows from plex to the bedroom. Watched 2 videos, tried to watch a 3rd and got an error: can’t play that item. I just got a new Note7, so I opened plex to see if I could play it from there. Note 7 said I needed to upgrade the server. So I went to my PC - and noticed I couldn’t play anything in the Plex web app either - same error, can’t play that item. Server said it was up to date, but I went to the download page and downloaded the lastest and manually installed it - actually repaired it. Nothing changed. Still couldn’t play anything - same error. And while the Note 7 could now reach the server, I couldn’t play anything through the android app either. The corruption happened before I opened the app on my Note 7.
I completely wiped PMS from my computer and did a clean install. Nothing changed. I rolled it back to the version right before the one that started causing problems. Nothing changed - still same error.
I finally noticed that when I pull up an individual video in the web app, the video shows Audio: None and Subtitles: None.
I downloaded a new show to put in the library. It saw it immediately and placed it in my library but with no audio or subtitles.
What has happened? We were simply watching videos when I’m guessing my library was corrupted. Is there a way to fix this, or could it just be the wrong settings? I can change the error it throws, by changing the file playback settings. Sometimes I can get it to throw a Cannot load m3u8:404 not found error.
Every file works outside of the plex server just as before.
Here is a screenshot of a video.
Please, I’m willing to try anything to get this to working again!
Thanks in advance for your help and time.
No one has any ideas or suggestions?
Welcome to the forums.
You’ll need to provide more info, but something does look wrong.
What OS are you running?
What PMS are you on now?
Please restart PMS, do nothing, just let it sit for 3 minutes. Then go to the screen you showed above. If it sill doesn’t show the audio info, from the left side, click the 3 dots, then “analyze”. Once it’s done, see if anything changes. Then zip up the entire log folder and provide that please.
Sorry, for the delay in responding - life suddenly got crazy!
I’m running Windows 7 Home Premium
PMS Version 1.1.4.2757
(when I opened it this morning, I needed to update to this version. It hung during installation and never showed finished; however, when I shut it down and started it again, it now shows complete install and up to date)
More Info: When I shut it down in order to open it cleanly for 3 min, I got a Windows Error that said a component required for this program is missing. I tried to get more information, but nothing was in the drop down box and when I asked Windows to search the problem and give me a solution - of course, there was none.
So, I opened it again and when I exited it this time, it seemed to shut down normally.
I went to the same file and nothing had changed.
I analyzed it and got the notification that it had finished, but I didn’t see that anything changed.
I’m attaching a zip of my log file.
Thank you so much for responding and for your time to help me figure this out!
Your logs do indicate errors trying to analyze your files. This would explain why there is no info. Unfortunately, there’s nothing definitive about why the analysis isn’t working. Reviewing your install logs, I do see errors in there as well. It’s possible that the install didn’t work correctly so you have a mix of different versions of PMS installed and causing conflicts. I think your best option is to totally remove PMS (except for your database file) and reinstall from the beginning. After the install is working, copy back your database file and let PMS re-gather all the downloaded meta data.
I have already completely removed PMS from my computer and reinstalled it. But I will do so again and repost the files here if nothing changes. Or, I’ll happily report that it worked!
Thank you.
Ok, I’ve deleted PMS. I did a search on my computer for anything and everything Plex related and permanently deleted that as well. I deleted the Registry Keys as well.
I moved 4 shows to a different drive and put them in a brand new TVShows folder.
I restarted my computer
I reinstalled PMS
All my libraries were gone - totally, so I set up the new library on the new drive and it found the 4 TVShows.
But…nothing has changed. It still shows Audio None Subtitles None
When I try to play it, it says There was a problem playing this item.
I’m attaching the new logs.
Any ideas or help would be appreciated. I have no clue what happened.
OMG, OMG, OMG! That worked!
THANK YOU SO VERY MUCH!!!
You’re a genious!
Problem solved and so weird that it just started happening out of the blue.
It works even better now than it did when it was working! YAY!!!
