[SOLVED] Plex player on smart devices keeps losing connection

[mdswish]

Server Version#: Version 1.15.3.876
Player Version#: Vizio 3.13.13 / Samsung 3.1.0 (3.8.0)

I have an ongoing problem with Plex on BOTH my Vizio Smart TV (M50) AND my Samsung Blu Ray player (UBD-M8500). I will start up a movie and sometimes within minutes and other times within an hour it will lose connection to the server. It happens 9.5 times out of 10 when I go to use Plex on either of those devices. I have tried literally everything I can think of to resolve this on my own, so I’m turning here for help. Below I will post some settings and symptoms details that may provide some insight.

Server specs:

Intel 8700k CPU (not overclocked)
16GB DDR4 3000MHz
SSD: Samsung 960 250GB (OS Boot)
SSD: Sandisk 480 GB SATA (Steam library)
HD: Western Digital 4TB (Plex library)
GPU: GeForce 1070Ti (driver: 419.67)
OS: Windows 10 v1809

Network Specs:

ISP: Verizon FiOS (1Gb Residential)
Router: Netgear RAX80
Switch: Netgear GS305 (Unmanaged)
Cabling: CAT6 / 7 throughout
Notes: Verizon gateway set to bridge mode. UPnP is enabled. Port forwarding is set in router to reflect remote port set in Plex server and forward to IP/Port for local server address.

Plex Server Settings:

Remote Access
Remote access enabled and showing green in Plex server settings
Manually specify public port - disabled
Internet upload speed defined (800 Mbps)
Limit remote stream bitrate - Original (No limit)

Network
Enable server support for IPv6 - disabled
Preferred network interface - Ethernet (server IP)
Enable local network discovery - enabled
Remote streams allowed per user - unlimited
LAN Networks - Local server IP/24
Treat WAN IP as LAN Bandwidth - enabled
List of IP addresses and networks that are allowed without auth - Server IP/24
Enable HTTP Pipelining - enabled
Webhooks - enabled

Transcoder

Transcoder quality - Automatic
Transcoder temporary directory - G:
Transcoder default throttle buffer - 60
Background transcoding x264 preset - Fast
Use hardware acceleration when available - disabled (also tried enabled but no change)
Maximum simultaneous video transcode - Unlimited

DLNA

Enable the DLNA Server - Disabled

Player Settings:

Same on both devices

Local IP address mapped as source
Direct Play enabled

Steps to reproduce:

1. Vizio TV

• Play any Plex movie item

• Watch movie as normal

• Player will show a lost network connection error for a second or two and then go back to the Plex main menu

• Resuming play on the movie item is successful but will likely fail again within a few minutes

2. Samsung BR Player

• Play any Plex movie item

• Watch movie as normal

• Player will go black and show no audio or video or subtitles for a period of about 2-3 seconds and then resume play as normal automatically. No error message is displayed.

Verbose logs are attached to provide as much information as possible. I have reviewed them myself but cannot see anything indicating an error or loss of connection. This problem has been ongoing ever since I began using Plex and has lasted through 3 different makes and models of routers, 2 ISPs, a server upgrade/replacement, and is not specific to time of day, movie title, router firmware version, or Plex server or client software version. I’m at my wits end and hope that someone here can provide some insight.

Plex Media Server Logs_2019-04-07_00-41-52.zip (2.7 MB)

[tarnecki]

same here mate so +1
no issues for years suddenly after recent server updates samsung tizen 2.0.12 models apps closing cant handle HD content and crashing. also playback not working anymore (no option for resume) just starts from begining

[tarnecki]

is anyone even looking at this issue?

[mdswish]

I may have solved it. I was doing some research on an unrelated topic and stumbled across an article talking about how sub-standard HDMI cables can cause intermittent screen blanking when viewing a 4k source, such as from the Samsung UBD-M8500 BR player. Cables that cannot support a constant 18Gbps or higher (even though being listed as HDMI 2.0a compliant) will suffer from random drops in signal between source and display.

Well, I disconnected my Samsung BR player from the TV, and for the last two days I’ve watched movies in the evening on Plex and had no interruption or instances of the network connection dropping on the Vizio TV. This leads me to theorize that even though the BR player is “off” it is still communicating with the TV on some level (HDCP maybe??), and when the signal cuts or shorts out due to the crappy HDMI cable it affects the network connection in the TV. It’s possible there is insufficient isolation between the inputs or circuit-level components, which causes the TV to momentarily drop network connection just long enough for Plex to lose the ability to talk to the server. (On an unrelated note, that could also explain why I have never been able to get ARC to work correctly between my TV and my soundbar)

I will continue to test and will update here when I have more data. I’ve ordered a couple new HDMI cables that supposedly are rated for 8k with 48Gbps bandwidth, which should be way more than is needed for my use. I’ll install it once they arrive and monitor for a few days after to see how the entire system performs with better quality cabling. Stay tuned for updates.

[mdswish]

I think we can call this one solved. After installing the replacement HDMI cables yesterday morning I’ve watched several movies through Plex and have had no instances of lost network connection or picture/audio blanking out. I also re-connected my soundbar in its ARC configuration, and it too has performed flawlessly since the cable replacement. Seems as though the cause all along was faulty HDMI cables. So let my struggles be a lesson to all - if you find yourself having unexplained connectivity or picture integrity issues with Plex, don’t automatically discount your HDMI cables as being a possible culprit.

[deusvoid]

I have this issue, and I disconnected my directtv box from my Samsung television and plex now seems to play as it should. As with the previous person even when I had the dtv box “off” I still had this issue and switching hdmi ports did nothing. I haven’t tried switching cables (though that’s next on my list) I have to admit I’m confused as to the “why” because it seems to only affect some media files on my system, some of them fairly low bit rate, while other higher rate files play flawless.