Server Version#:1.18.4.2171
Player Version#: TvOS, IOS,
I recently updated to version Plex Server 1.18.2.2171 on my QNAP TVS-471 NAS. As far as I know, I have since been unable to play any trailers or extras on any of my content. On my Apple TV or IOS devices, I get the spinning wheel of death. iIf I use the web client it will eventually time out with the error: Playback Error Conversion failed. The transcoder exited due to an error.
My own content plays without issue.
News and Web Movies play without issue
I have re-installed Plex Server
I have restarted the NAS appliance
Disabled Direct Play
Disabled Direct Stream
I donāt have access to an earlier version of Plex Server so have not been able to confirm its the upgrade that caused it.
Looking through the logs I can see the following entry when I try to stream a trailer
Jan 22, 2020 02:36:35.447 [0x7fb4120d6700] DEBUG - Jobs: ā/share/CACHEDEV1_DATA/.qpkg/PlexMediaServer/Plex Transcoderā exit code for process 10503 is 1 (failure)
Is anyone else having similar issues that can point my in the right direction?
On my TS-451+ running QTS-4.3.6.1070 I canāt recreate your problem with the newer PMS-1.18.5.2260 beta. I was using a 2018 iPad Mini to play the trailers and extras that PMS got for me off the internet.
What we could do is look at more of the context around the log entry your posted.
Do you want to restart all your hardware, test again, and upload the logs dated after the restart?
On Apple TV tried to play extra with Direct Play off (got transcoder error)
On Apple TV tried to play extra with Direct Play on (spinning wheel)
On IOS device, tried to play extra (spinning wheel)
On Web App, tried to play extra with Direct streaming on/off (transcoder error)
Hopefully this is all captured in the logs I have attached
Ok Iāll read your log now. I noticed a few times the moderators have resolved a problem by on the ATV by deleting the Plex App, restarting the ATV, then installing the Plex App again. Have you tried that by any chance?
If reinstalling the app doesnāt work, we can make a small adjustment to your PMS settings and gather more information from your about your NAS.
I noticed that PMS is set to enable IPv6 support. Itās rarely needed and can cause complications that arenāt needed when debugging network issues. Can we please have you turn that off in Settings > Show Advanced > Network? Thanks
Your Plex Media Server.log also indicates the NIC that has a gateway on your NAS. On my QNAP it find the loopback and the first of my two NICS. In my case I see lo and en0. However in your case, I saw the loopback but instead of en0 or en1 I saw you have a br0
The br0 indicates to me thereās probably more going on than a default QNAP install thatās not necessarily bad, but it would be out of my depth. The best I can ask is that you describe in detail how your LAN is setup so that ChuckPA or Dane22 or someone else can jump in. There might be other discussions on the forums here covering your NIC.
The issue cannot be with the Apple TV app. I have am having the same problem accessing trailers and extras on every device. My iPhone, iPad even the Web App on the my MacBook. It has to be something server relatedā¦
Ill change the network settings as you suggest, although I havenāt made any changes to the setup in monthsā¦ Unless a recent QTS upgrade did something to itā¦
Could there be some corruption on the PMS server? I could try to delete and install a fresh copy but would lose my database. Is there a way I can backup and restore?
Uninstall and restore is an option, but I did miss the part where itās happening on all your Apple devices. Okay so trailers and extras, those are perks for Plex Pass holders if Iām correct. And we are talking about internet extras versus local extras correct?
So thereās a minor possibility that youāre getting some sort of permissions denied at the account level, or that your PMS is malfunctioning in a focused way, or that the media is bad.
Iām hoping that once youāve disabled IPv6, and once youāve told me about br0 weāll be able to decide how to log this, because PMS is sensitive to your network configuration. Multiple subnets can cause it problems.
Corruption of PMS would be indicated in its logs with multiple error or critical messages and crashes and crash log uploads being squelched because they occur so often.
Your logs were a lot fuller than what would occur after a restart, a 10min wait, then expressing the issue and downloading logs. So it was hard to dig through to find the test, but I think the following shows the error:
Jan 20, 2020 22:03:03.514 [0x7fb409a70700] DEBUG - Completed: [127.0.0.1:49542] 302 GET /services/iva/assets/297462/video.mp4?bitrate=2500 (15 live) 0ms 328 bytes (range: bytes=0-) -> https://video.internetvideoarchive.net/video.mp4?cmd=6&publishedid=297462&customerid=112548&fmt=4&videokbrate=2500&e=1579557783&h=6f0eba3d3b826689f32527808de2d698
Jan 20, 2020 22:03:04.074 [0x7fb3f0e31700] ERROR - [Transcoder] http://127.0.0.1:32400/services/iva/assets/297462/video.mp4?bitrate=2500&X-Plex-Token=xxxxxxxxxxxxxxxxxxxx: Invalid data found when processing input
Jan 20, 2020 22:03:04.074 [0x7fb4120d6700] DEBUG - Jobs: '/share/CACHEDEV1_DATA/.qpkg/PlexMediaServer/Plex Transcoder' exit code for process 20267 is 1 (failure)
So that one failure would indicate the mp4 was bad, which is odd. More investigation needed. As far as backup and restore, yes thatās possible. Hereās an example article. There are probably more articles if you search them for the word restore.
Hi, IPV6 is now disabledā¦ As for the gateway, I checked the network config of then NAS. Default is to set gateway of the NIC to a virtual switch. This is the same configuration I have on my second TVS-471 which I use as backup. This issue only started occurring some time in the last recently and there have been no changes to the NAS network configuration in that timeā¦ perhaps firmware update.
Interesting point regarding permissions on the account levelā¦ Yes, its extras and trailers I have problems playing. Both Internet based Plex Pass features. I do not have any problem playing local content. I also donāt have a problem playing News or Web Show - both of which are internet based - but not Plex Pass features. This would rule out DNS/Internet resolution I guess.
I have signed out and back it - it made no difference. I also restarted my routerā¦ that didnāt help either.
It is not a specific mp4 that has the issue either. I have tried different trailers different extras. They also had the same problem.
Thanks for the link to the backup restore. I didnāt want to go down that route but without a root cause, it seems like my only option at the moment. I will try install Plex on my NAS mirror. My content is available on that server also. If I donāt experience the issue, then it must my PMS on the primary server. If I have the same problem there, it perhaps someone could be the my Plex accountā¦
OKā¦ I have installed PMS on NAS mirror, and extras play fineā¦ This is pointing to PMS server on the primary server now. I will see how I go with backing up the database and reinstalling Plexā¦
OK, further update. I deleted my Plex installation on the primary NAS. Created a test content folder with two movies which contained extras and trailers. I had the same problem. So its something local to this NAS affecting only trailers and extras, which are both Internet based Plex Pass features.
Both NAS appliances are on the same level firmware with the same network configuration. I can now export from both appliances for comparison if you needā¦ I am out of ideas.
Jan 26, 2020 19:31:16.806 [0x7f11f8eb0700] Error ā [FFMPEG] - Failed to initialise VAAPI connection: 1 (operation failed).
Jan 26, 2020 19:31:17.369 [0x7f11b779f700] Error ā [Transcoder] http://127.0.0.1:32400/services/iva/assets/195015/video.mp4?bitrate=1500&X-Plex-Token=xxxxxxxxxxxxxxxxxxxx: Invalid data found when processing input
Jan 26, 2020 19:31:17.458 [0x7f11fbfff700] Warning ā Transcode runner appears to have died.
Jan 26, 2020 19:31:17.459 [0x7f11fa2b3700] Warning ā Transcode runner appears to have died.
Jan 26, 2020 19:32:05.429 [0x7f1231b87700] Error ā LPE: unknown item 217856.
Jan 26, 2020 19:32:05.429 [0x7f1231b87700] Error ā Sync: failed to generate query for path library://f6ef104e-ec18-4e7d-b28b-0b565cb3a6b6/item/%2Flibrary%2Fmetadata%2F217856 in sync item 38514728
Jan 26, 2020 19:32:05.429 [0x7f1231b87700] Error ā Sync: skipping items for sync list 29384230, sync item 38514728: unable to generate sync set query
Please stop using the Multimedia share for your media with regards to Plex.
Use of Multimedia with the Codex Pack installed causes many cascade problems
If youāve placed your Transcoder Temp directory in the Multimedia share, please also move it to a real share. Again, Multimedia isnāt a physical share.
Jan 20, 2020 23:06:21.377 [0x7fb3f0e31700] DEBUG - Library timeline cull complete with 1 items left.
Jan 20, 2020 23:06:21.377 [0x7fb3f0e31700] DEBUG - Scanning Photos using en(Plex Photo Scanner) with 78646 current media items and 1 section locations in the database...
Jan 20, 2020 23:06:21.377 [0x7fb3f0e31700] DEBUG - Performing a scan with 'Plex Photo Scanner' (language: en virtual: 0).
Jan 20, 2020 23:06:21.377 [0x7fb3f0e31700] DEBUG - * Scanning /share/CACHEDEV1_DATA/.qpkg/CodexPack/share/Pictures/Home
Jan 20, 2020 23:06:21.377 [0x7fb3f0e31700] DEBUG - * Marking media not available in /share/CACHEDEV1_DATA/.qpkg/CodexPack/share/Pictures/Home
Jan 20, 2020 23:06:21.430 [0x7fb3f0e31700] DEBUG - * Taking 78646 items out of the map (which has 78646 items) for being unavailable.
Jan 20, 2020 23:06:21.491 [0x7fb3f0e31700] DEBUG - * Taking 731 directories out of the map (which has 794 dirs) for being unavailable.
Jan 20, 2020 23:06:21.491 [0x7fb3f0e31700] DEBUG - * Taking directory '1999 - 2003/2000' (2529) out of map.
Jan 20, 2020 23:06:21.491 [0x7fb3f0e31700] DEBUG - * Taking parent directory '1999 - 2003' (2528) out of map.
Jan 20, 2020 23:06:21.491 [0x7fb3f0e31700] DEBUG - * Taking parent directory '' (2527) out of map.
Jan 20, 2020 23:06:21.491 [0x7fb3f0e31700] DEBUG - * Taking directory '1999 - 2003/2001/02.2001' (2531) out of map.
Jan 20, 2020 23:06:21.491 [0x7fb3f0e31700] DEBUG - * Taking parent directory '1999 - 2003/2001' (2530) out of map.
Jan 20, 2020 23:06:21.491 [0x7fb3f0e31700] DEBUG - * Taking parent directory '1999 - 2003' (2528) out of map.
Jan 20, 2020 23:06:21.492 [0x7fb3f0e31700] DEBUG - * Taking parent directory '' (2527) out of map.
Jan 20, 2020 23:06:21.492 [0x7fb3f0e31700] DEBUG - * Taking directory '1999 - 2003/2001/05.2001' (2532) out of map.
Jan 20, 2020 23:06:21.492 [0x7fb3f0e31700] DEBUG - * Taking parent directory '1999 - 2003/2001' (2530) out of map.
Jan 20, 2020 23:06:21.492 [0x7fb3f0e31700] DEBUG - * Taking parent directory '1999 - 2003' (2528) out of map.
The solution to having both available, should you choose to use them, is point Plex at the ārealā media share (/share/CACHEDEV*_DATA/xxxx) and not Multimedia.
Multimedia is a software API. The Codex Pack alters this further by creating another software layer for use in QNAP apps only. It is completely incompatible with Plex.
Itās understood you need them to use HD Station and other QNAP packages. All you need do is keep the two worlds separate.
Thanks for taking the time to respond. I have move the shares on PMS to the real QNAP folder as you suggested, logged out and back in, re-indexed my library, re-started PMS and tried trailers and extras from multiple devices but the problem persists. Let me know if you need fresh logs.
Hi Chuck et al. I seem to have fixed the problemā¦ I found an old thread from 2012 where someone reported fixing a similar issues with trailers and extras by setting the correct time on the server as it was out for a few minutesā¦ I checked my NAS. Time was set to manual and it was running 9 minutes slow. I configured it to use a ntp server then trailers and extras started working.
Just for my own curiosity, are you able to explain why a difference in time would cause such an issue?
I have no idea why that would cause a problem locally.
The only think I can think of is if a codec was needed and, when the request was sent from PMS -> Plex.tv, it was disregarded due to apparent age?
This is definitely one for me to investigate.
Thank you very much for sharing your finding and resolution. Now I have something to test and steps to reproduce with.
