Preview app kills internet on tv

Plex Players Smart TVs
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I posted this in the main thread and someone else had the same issue.

Since changing to the new preview version of the app on LG tv’s, the internet connection totally drops from my tv at random periods watching plex. Hard to tell when it will happen and after how long.
What I mean is that it totally kills the tv internet, I.e if you view settings you are no longer on the internet.
This is caused by the app.
Wifi, wired, doesn’t matter it’s the app doing it.
I stream remote content from numerous servers, happens no matter what server with the preview version of the LG app. Rolling back to the non preview version stops the issue completely.

Happened for another person too.

I have to wait for it to reconnect to try again. It always happens while streaming something on plex. I can be watching fine for a long time and then it will drop my internet.
This literally only coincides with switching the version of the plex app.

If I “leave early access” the issue stops.

This is completely to do with the app in early access. Rolling back to the good old non-early access version means this issue goes away again.

LG 49SJ800V webos 3.8.0-61114

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You say this happens when you’re streaming content. Is this content from a local or remote server? Or does this happen when streaming from one of the media providers?

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Remote server. I don’t have local content.
Doesn’t matter what server.
If I roll back the version it stops happening.

It’s the app.

Happened for another on the locked thread too

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Help us help you, “It’s the app” doesn’t help us track down what might be causing it, we want/need as much information as possible.

This is happening on WIFI and when wired?
What is Remote Quality set to?
Is it a secure or insecure connection to the server?
If secure, try an insecure connection, does the issue persist?
Is playback, Direct Play, Direct Stream, Transcoded?
Are you using subtitles?

Enabling logging to the server and grabbing those logs would also be helpful.

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But the fact when you roll the app back it stops happening shows it is the app. Of course that wouldn’t help you but just stating what the issue is definitely caused by.
I answered the questions given and can answer any others you have as needed :slightly_smiling_face:

As stated in my post, WiFi or wired, doesn’t matter
Remote quality has been set to most options to see if it was that but it didn’t make a difference and is currently on 720p 4mb
Secure connection. Yes persists on insecure
I have direct stream and direct play enabled
No I’m no using subtitles

Logs? In on the LG tv app, not seen logging to the server on that?

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It’s in Advanced settings.

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Only option I see under advanced settings is “send logs to media server” which isn’t something I have access to so this wouldn’t be any use as I can’t see them

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Right, that’s the setting. You’d need help from the server owner in that case, we’ll try to reproduce, but so far I haven’t been able to reproduce.

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Wouldn’t be able to get them in that case.

It happens randomly rather than straight away. Sometimes takes say 2 or so hours, others can be 4 hours. Completely random but it is not something that happens instantly.
The screen will go black and the buffering logo will appear.
When the screen is black so I know its killed the internet so I go check under settings and yep it will not be connected to the internet anymore.
You wait a while and it will connect as usual but it will often happen again a little later if it has happened once.

LG 49SJ800V
webos 3.8.0-61114

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Happened again today, this time after about an hour 10.

Also should point out once It happens (starts with black screen and buffering logo) and once it reconnects to the internet, after a short while of playing the stutter happens usually with playback too.

If you get the issue above, usually after Reconnecting and starting to watch again it will start to stutter during playback frequently so you have to stop and resume for it to go away.
The stutter only seems to happen once you have had the initial issue (from my testing so far)

The stutter happened 4 different times after resuming playback after the initial black screen & buffer. Even after rebooting the tv the stutter would happen if the black screen & buffer message had popped up
I rolled back version yet again and boom, issue solved again.

I can resolve this everytime by rolling back to the non early access version.

But yep this is still happening.

I dread not being able to use the old version as the early access is unusable on this tv/webos (whichever is causing it)
As before someone else had the same issue on a different tv (not sure what webos), so would have been nice if they had commented too but no worries

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We’re still trying to reproduce this issue, but so far we haven’t been able to.

Do you have access to multiple servers?
Are one or more servers offline regularly/could be offline around the time when the issue starts?

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Multiple server, and they are all online at time of testing, I have checked that every single time, but how would them being offline make your TV internet drop? That wouldn’t have any effect on it??

It is not a plex server issue I am talking about.
The actual internet on the tv drops, not the connection on plex, not the server, the whole of the tv internet so you can see on tv settings that the internet is down completely and you have to wait for it to reconnect.
Like you can go to something like Netflix and that will be down, tv internet settings down not a server issue.
You can stream the same thing on another device not using the early access or even using plex and it will stream fine.

It starts with the thing you are streaming getting a black screen with the buffering logo rather than a normal buffering which is you can see the thing in the background and a buffering logo.
Completely black screen and buffering logo.
That is how it starts.
I won’t ever be able to just wait and have it start playing again, I will have to close what I watching and then wait a short while before I can resume.
Then the stuttering will then start after a while that you can’t seem to get rid off even with rebooting the tv, I have to roll back yet again to get rid of this.

:exclamation: I had asked on a support group if anyone had the same tv as me the other week and I found someone else with the exact same tv as me so I sent them a message and asked if they could try streaming for a few hours as well like I do and they have the same issue too!
They are disabled as well and I found them on a chronic illness support group. They too watch a lot of things via streaming as they are inside a lot so were willing to try a different app than their usual.
They so far have streamed 4 times on the early access version and have the same tv and webos as me, streaming for 1st 3h, 2nd 1h20m, 3rd 6h & 4th 5h.
They had the same issue as me. They said it happened 1st 2h20m, 2nd didn’t happen, 3rd 2h20m, 4th 2h05m.
They get the back screen and buffering logo like me and also the same stuttering issues once you eventually get the stream going again. They said “the stuttering is so annoying isn’t it wow. you get it once and then it keeps coming back until you pull your hair out and get fed up and roll back to the old version”
They rolled back and streamed with no issues and said they won’t use the early access version again as they have no issues with the old version. They too are worried that the old version will get dropped and will be unable to use plex again.

I keep testing it for you even though I am fed up of the issues on the new version but I keep re-enabling it to do more testing even though I have literally no issues on the old version.

Not sure if you have made any changes to the early access app recently but in the last few days I have also now had it (once or twice so far) where the tv internet didn’t drop but all the other things happened, black screen with buffering logo, you have to as usual close what you are watching and wait for a while in order to be able to resume and then as usual the stuttering will kick in after a very short time.
(And yes the servers were up and you could play fine at the same time on another device with the old version of plex or another app)
The early access version is just completely unusable on this tv/webos

I get this all the time with the new version, completely unusable so I keep rolling back to the old version which you do not ever get this issue with. Now 3 of us that I know about with the issue, 2 same tv.

I can replicate 9 times out of 10, may take a few hours. Always starts with that black screen and buffering logo. I reckon I would get 10 times out of 10 if I streamed long hours every time but sometimes I stream about 1h30 and you don’t always get it happen at the shorter lengths of streaming

It does not happen at all with the old version. I get it all the time with the new one. I watch many hours of things so if you are just testing for less then a few hours you may never had the issue if you are testing short periods of time.
It can happen after an hour, two or three, totally random but I haven’t had it any less than an hour, usually it is after 2 hours but as I said it can be less but it is random.
Maybe it is just specific webos or lg tv’s? I have no idea (2 of us with LG 49SJ800V- webos 3.8.0-61114)
The other person that had it on the other thread, had a LG C9.

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Same issue here. Not sure of model of television but it is a LG nanocell and I have web-os 3.8 with the latest version of the plex app and using the early access preview mode.
Doesnt always drop the internet but I have had that a lot and have the other issues. Not sure if the thread can be renamed as it isnt always just killing the internet, it is always killing the ability to watch anything with the black buffering screens and stuttering. :sob:
Didnt know what was causing it until I saw this and rolled back the version which got rid of the issue.
I stream a lot every day and after a few hours i will get a black buffering screen which doesnt ever recover and start streaming again so I have to close the app.
I did switch to another app to see if the internet was working and 12 times the whole internet was down on only the TV when I got this black screen. 2 times it happened and the internet didnt drop on the TV.
Once i get this black screen it never will start streaming again until you have close what you are streaming and then have to go back in after 3 or 4 mins. Then after a while I get the stuttering issue too.
It will randomly stutter while playing the thing that you had the black screen issue with randomly like every 10 mins or something.
You cant get rid of it either, turning tb off doesnt help but it only ever happens once you get the black buffering screen before that sometimes drops the internet on the TV.
Once you get the black buffer screen the stuttering will eventually come if you start watching the same thing again and it is impossible to get rid off other than watching something else.

Internet doesnt drop on the router or anything else, just the TV and only if you get this black screen.
2 times it didnt drop at all but all the other things happened like the black screen and the stuttering after you start watching the same thing again. The internet obviously doesnt always drop on the TV but the black screen happens every time I stream anything always at different times of watching. Takes a couple of hours to happen but always randomly happens every day.
Remote media servers stay up, internet is up, wired and wireless this happens with too.

If I opt out of the preview the issue goes away! :partying_face: Only happens with the early preview :weary:
I streamed 30 times on the non early access with not one issue, I go back to the awful early preview and after 2 or so hours it happens again, roll back and it goes away.
Massive issue so I cant use this early access app and I worry a bit that this will be the only version available soon and it has big bugs like this that make it so some of us wont be able to use plex at all :worried:

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I can’t rename it now, but yeah it doesn’t always kill the internet anymore, but the black screen and stuttering afterwards continue and it still kills the internet 6 out of 10 times.

I have pretty much stopped using the early access as I have tested all I can and can reproduce all the issues all the time. I gave all the information I can.
Still happens to this date. Totally unusable and awful preview version

You have the same version of webos as me so maybe it is that? I don’t know

If a mod or someone can rename this thread to " Preview app causing major issues - unusable" please? Thank you

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