Problem with Multi-Part Files

General Discussions
1

I already asked this in AppleTV section and German part of the Forum. But as nobody answered so far - please forgive me that I ask here again… :)>-

Since a couple of weeks I have a Problem with Multi-Part Files / Movies. This Problem occurs with Players for AppleTV and iOS.

What happens:
I have a Movie stored on my QNAP NAS in one Folder and 2 Parts. The Files are named like “Movie - pt1.mkv” and “Movie - pt2.mkv”. When Part 1 is done playing and it should continue playing part 2 seamlessly, but it simply hangs (spinning circle). When I exit the movie and try to resume - same happens (spinning circle). Also fast forwarding to the second part does not work (it also hangs after Part 1).

I am really desperate as I am 100% sure that it worked before. Unfortunately I cannot say until when it worked or when it stopped working. By the way: when I play the movie using Player for Mac (Plex Home Theater) it works just fine (does not hang on part 2).

The Versions I am using:
Plex Server Version = 1.2.3.2914
Plex for iOS / Apple TV is also latest (e.g. iOS is 4.4)

Please advise. What am I missing? Or is this a known issue with certain Versions?

Many thanks in advance.
Michael

2

Hello. Are you able to play the part 2 file through Plex Web? Can you also provide the xml for that movie and the iOS log with the error.

3

Dear MovieFan.Plex. Thanks for getting in touch with me. After a little research I can say:

  • Plex Web = 2nd Part plays just fine
  • Plex for macOS = 2nd Part plays but always stats at beginning of 2nd Part (e.g. when I leave mid 2nd part and resume)
  • Plex for PlayStation 4 = 2nd Part plays just fine
  • Plex for iOS = impossible to play 2nd Part (hangs when 2nd Part should start) or jumps out to a menu where I can only resume - then it starts with beginning of part 1
  • Plex for AppleTV = impossible to play 2nd Part (hangs when 2nd Part should start) or jumps out to a menu where I can only resume - then it starts with beginning of part 1

I wanted to attach an XML File as an Example. But as soon as I try I receive the message from the browser “File is not allowed.”

I am also not sure how I can create and send a log file… When I (re-)start the 2nd Part (resume) or when it should skip there automatically, it does not start (spinning yellow circle on iOS). This continues forever…no error message. And also “Debugging” is not showing under Settings.

Many thanks in advance for your help!

Best regards,
Michael

4

You can provide the XML by changing the extension to txt. So, the problem is isolated to the iOS apps in your testing. Can you playback the video on your iPhone and get to the point where the 2nd part should start but doesn’t. Let it sit there for about 30 seconds. Then stop the playabck and get be the log. https://support.plex.tv/hc/en-us/articles/201636593-iOS-Logs

Also get me the server log at the same time. https://support.plex.tv/hc/en-us/articles/200250417-Plex-Media-Server-Log-Files

These log files should be zip files, and you can just attach them with the xml.

5

I had the same problem with “The Green Berets”.

Used the merge tool to merge the two halves together…no more problems.

howlinowl

6

Thank you howlinowl.
Of course I could merge all the Parts into one File. I already did this once and it worked but it took me forever to convert. As I have many Multi-Part-Files it would be painful to convert them all. Also: this has worked before! If it never worked I would be more convinced to merge the Files in order to watch them. Now - keeping in mind that it has worked - I just want it to work again…

Dear MovieFan.Plex.
As the Logfiles contain personal Data of my Installation I don’t want to share them in the Forum. This is why I send them to you directly (DM).

I put a lot of effort in this - I hope you can identify whats wrong.
This is what I have done today…

Preparation:

  1. Updated my QNAP NAS to newest Version (4.2.2)
  2. Updated Plex Server to newest Version (1.2.4.2949)
  3. Removed and reinstalled the Plex App for iOS (4.4) on my iPhone 7 Plus (iOS 10.1.1)

Error Reproduction:

  1. Started Plex App on iPhone
  2. Started Movie
  3. Fast forward to 15 Seconds before it should switch to 2nd Part and continued to watch

What then happened:

  1. Movie played until end of Part 1 (2:28:14)
  2. Counter continued (2:28:15 a.s.o.) but playback started from the beginning (0:00:00)
  3. I stopped the playback
  4. I started the playback and skipped directly to second part (2:31:00)
  5. Only yellow spinning circle will be shown - no error message
  6. Let it spin for a minute or so - then I exited the playback and send the logfile_

Many thanks in advance for your Support.

Best regards.
Michael

7

I have the same issue as @mdw2011. Is this a reported bug and will there be a fix soon?

Plex for iOS = impossible to play 2nd Part (hangs when 2nd Part should start) or jumps out to a menu where I can only resume - then it starts with beginning of part 1
Plex for AppleTV = impossible to play 2nd Part (hangs when 2nd Part should start) or jumps out to a menu where I can only resume - then it starts with beginning of part 1

PMS Version 1.2.6.2975

8

I am installing Update after Update (now on Server Version 1.2.7.2987) but error still exitsts.

Dear MovieFan.Plex - any chance looking into this issue?

Thanks in advance.

Best regards.
Michael

9

I’m on server version 1.3.0.3059 and also having issues with multi part files. Plex web hangs when trying to play the second part. Plex iOS just plays the first part over again. Could someone please look into this?

10

Same here. Both iOS and Apple TV clients repeatedly play the 1st part only. Latest versions of the clients and the server (synology x86).

Web client and Samsung smarttv clients both are fine.