Specific files always results in "Playback has stopped because the connection to the Plex Media Server has been lost."

Plex Players Streaming Devices
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Server Version#: 1.18.3 on QNAP TS-451
Player Version#: 1.18.3.2156 on Nvidia Shield 2017

There are specific files that on attempted playback will result in the error “Playback has stopped because the connection to the Plex Media Server has been lost.” 100% of the time. Both the Shield and the NAS are hardwired to a router with gigabit internet and the file plays back just fine on VLC or other apps. This problem also happens if I attempt to use the Shield itself as the Plex server instead of the NAS.

I gathered the server logs, but there is a ton there. Is there something specific I should look for to provide here?

2 Likes
2

Exactly same issue on Synology plex server (1.18.4.2171) + android TV plex player (7.26.0.14578).
Seems this is happen only on mkv files. Tried to change video quality with no success, go to previous android app version, no sucess.

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It happends to me as well. This morning i cannot play some videos from my shield library. Some video of the same tv show works and some doesnt. Also video i was able to play yesterday are not working today. Same video not working from the shield player works from the plex app on the ipad and i can cast to the shield no problem. Everything is up to date on all devices and i cleared caches, restarted router nas and plex server but nothing.

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The culprit clearly seems to be introduced with Android TV App Version 7.26. in my case.

My clients, that already updated to this version are facing this issue. Players with version 7.25.2 (atm my Fire TVs) are working fine.

Server: 1.18.3.2156 on Asustor NAS

EDIT: Ok, its more complicated than that, as it seems.
Despite having 7.25.2 a Fire TV 4K Box is showing the “connection lost” error on some files

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It has to be something done last night as yesterday everything was fine.

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This is a known issue that the Plex team doesn’t appear interested in fixing. It has been around since the release of v6.13 approximately two years ago. The only solution for all file types is to downgrade to 6.12 on Amazon Fire devices.

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Whatever is happening, is seems to be happening way more frequently lately.

I’m new to the Plex community. How do I escalate with Plex? This has rendered Plex more or less unusable in our house, and I’m paying money to use Plex…

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Have you open a ticket with plex support?

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I feel very stupid asking this, but how do I do that? I’ve scoured the Plex website and everything directs me to either the documentation (which doesn’t help here) or the forum.

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Not sure i tought with plexpass you got support. I cannot find it as well.

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It’s actually kind of insane when you attempt to get support from Plex, which I’m paying money for. If you go to contact them, there’s a link for technical support. That link steers you to documentation and community forums with no way of actually filing a ticket.

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Certain “playback has stopped because…” bugs have existed since 6.13+ on Fire/Android for about two years now. Honestly, if this is the kind of support we’re going to get, I think the only thing to do now is move to Jellyfin or Emby.

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This issue to me happend on the same device from a day to another on the same files exactly the day this thread started. It should be for sure a new version of the player pushed to the nvidia shield.

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Same issue here using Mi Box 3.
No issue playing same file with desktop PC and web interface.

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Try downgrading to v6.12 of the Plex client. Better yet, switch to Jellyfin or Emby.

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A week ago, I had the old web client, and now I have the new web client. A bunch of my TV Shows are now unable to be played. :frowning:

I’m using the Nvidia Shield Server. Web Client, and Shield Client.
Both clients now can’t play videos.

VLC plays videos.

What happened?

Plex used to be able to play these!

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17

Beats me, and I literally can’t figure out how to get Plex support. I paid money for Plex, so I feel entitled to at least talk to a human.

Guess I’ll just keep pinging this thread and keep it at the top of the forums.

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18

Still happening here.

Anyone have any ideas on how to contact Plex? I paid for this product.

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19

Hi
Having the same issue here.

Server on Synology NAS, allways latest ver.
Klient is: Nvidia Shield

Trying to play files with E-ac3 results in no connection with server.
When “casting” to the same shield everything works fine.

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I’ve found that the videos that give me this error on my Fire Stick can be played again if I go to the server an Optimize them. Luckily it hasn’t happened on too many of my videos… I hate to have duplicate files all over just to find a workaround for something that shouldn’t still be broken in the first place.

Optimizing also fixed my frame dropping issues on certain .AVI videos when played on the Fire Stick.