@ChuckPa
This error is in Plex Media Server.log
I had enabled debug to get more detail, I don’t remember if it showed up before that.
I know the error is in the Server log.
I am asking if the error came from a player, during a playback session, and what the device is
With DEBUG on, you’ll be able to see the device name and user name.
This is needed to track down where the problem originates.
(Your server’s certificate looks good)
@chuckpa
ah, sorry, of course.
the error occurs on the server when i initiate a download of media. it does not occur during playback.
i’ve tried my Pixel 4 XL and a Fire 8 Tablet.
i’ve actually got 2 titles downloaded on my phone, so this was working a month or two ago when i did that
but when i tried to go download the same 2 titles on the Fire tablet earlier this week, it did not work.
i can play these titles just fine on either device
i also tried to download other titles (both tv and movies) and nothing works now on either device.
my existing downloaded titles on my phone also still play correctly, both remote and local.
i’m kind of wondering right now if this is a red herring, as it’s always coming from my firewall ip (i’m just port forwarding, not unwrapping ssl there or using any custom certs or anything), and there is a warning right before it which seems related to an IP which is a friend of mine’s
Jul 31, 2022 21:19:29.279 [0x7f163b16bb38] WARN - [CERT] TLS connection from ${FIREWALL_IP}:21537 came in with unrecognized plex.direct SNI name '24-xx-yy-zz.fd9xxxxxxxxxxxxxxxxxxxxxxxxxx492.plex.direct'; using installed plex.direct cert
Jul 31, 2022 21:19:29.290 [0x7f163b148b38] DEBUG - CERT: incomplete TLS handshake from ${FIREWALL_IP}:21537: sslv3 alert bad certificate
port number there seems to make it look like it is…
server is just an ubuntu 20.04 box running in a vm. (been this way for years now)
let me know if i should fork a new thread…
this is what i see in the PMS log for when i click “download” on my phone
Jul 31, 2022 21:59:19.176 [0x7f1639dadb38] DEBUG - Request: [${PHONE_IP}:38330 (Subnet)] GET /video/:/transcode/universal/decision?audioBoost=100&autoAdjustQuality=0&context=static&directPlay=1&directStream=1&directStreamAudio=1&fastSeek=1&hasMDE=1&location=lan&mediaBufferSize=129024&mediaIndex=0&offlineTranscode=1&partIndex=0&path=%2Flibrary%2Fmetadata%2F28233&protocol=*&session=732e73382c6f557a6abb995f1808292a590132d7&subtitleSize=100 (20 live) #8171 TLS GZIP Signed-in Token (jodybrown) (Intel Apollo Lake Chromebook)
Jul 31, 2022 21:59:19.176 [0x7f1639dadb38] DEBUG - [Req#8171/Transcode] Found session GUID of 732e73382c6f557a6abb995f1808292a590132d7 in session start.
Jul 31, 2022 21:59:19.176 [0x7f1639dadb38] DEBUG - [Req#8171/Transcode] TranscodeUniversalRequest: adapting profile with augmentation data: add-limitation(scope=videoCodec&scopeName=h264&type=upperBound&name=video.level&value=52)+add-limitation(scope=videoCodec&scopeName=h264&type=Match&name=video.profile&list=baseline&replace=true)+add-limitation(scope=videoCodec&scopeName=*&type=upperBound&name=video.width&value=3840&replace=true)+add-limitation(scope=videoCodec&scopeName=*&type=upperBound&name=video.height&value=2160&replace=true)+add-limitation(scope=videoCodec&scopeName=hevc&type=notMatch&name=video.DOVIProfile&value=5)+add-transcode-target(type=videoProfile&context=static&protocol=http&container=mkv&videoCodec=h264,hevc,mpeg4,vp8,vp9&audioCodec=aac_latm,aac,ac3,alac,dca,flac,mp1,mp2,mp3,opus,pcm,vorbis,wmav1,wmav2,wmalossless,wmapro,wmavoice&subtitleCodec=ass,pgs,subrip,dvd_subtitle,mov_text,vtt,dvb_subtitle&replace=true)+add-limitation(scope=videoAudioCodec&scopeName=aac&type=upperBound&name=audio.channels&value=8&replace=true)+add-transcode-target-audio-codec(type=videoProfile&context=streaming&protocol=hls&audioCodec=mp3)+add-transcode-target-audio-codec(type=videoProfile&context=streaming&protocol=hls&audioCodec=ac3)+add-transcode-target-audio-codec(type=videoProfile&context=streaming&protocol=hls&audioCodec=dca)+add-transcode-target-audio-codec(type=videoProfile&context=streaming&protocol=hls&audioCodec=opus)+add-limitation(scope=videoCodec&scopeName=*&type=NotMatch&name=video.anamorphic&value=999&replace=true)+add-transcode-target(type=subtitleProfile&context=streaming&protocol=http&container=mkv&subtitleCodec=srt)+append-transcode-target-codec(type=videoProfile&context=streaming&protocol=hls&videoCodec=hevc)+add-limitation(scope=videoCodec&scopeName=hevc&type=Match&name=video.profile&list=main|main 10)+add-limitation(scope=videoTranscodeTarget&scopeName=hevc&scopeType=videoCodec&context=streaming&protocol=hls&type=match&name=video.colorTrc&list=smpte2084|bt709|bt470m|smpte240m|smpte170m|bt470bg|bt2020-10&isRequired=false)
Jul 31, 2022 21:59:19.177 [0x7f1639dadb38] DEBUG - [Req#8171/Transcode] TranscodeUniversalRequest: using augmented profile Android
Jul 31, 2022 21:59:19.177 [0x7f1639dadb38] DEBUG - [Req#8171/Transcode] Downloading document http://127.0.0.1:32400/library/metadata/28233?includeBandwidths=1&offset=-1&X-Plex-Incomplete-Segments=1&X-Plex-Session-Identifier=f56c436c-4ede-4048-8911-6d91a351a889
Jul 31, 2022 21:59:19.183 [0x7f1639dadb38] DEBUG - [Req#8171/Transcode/Req#8172] We're going to try to auto-select an audio stream for account 1.
Jul 31, 2022 21:59:19.183 [0x7f1639dadb38] DEBUG - [Req#8171/Transcode/Req#8172] Selecting best audio stream for part ID 28709087 (autoselect: 1 language: en)
Jul 31, 2022 21:59:19.183 [0x7f1639dadb38] DEBUG - [Req#8171/Transcode/Req#8172] We're going to try to auto-select a subtitle.
Jul 31, 2022 21:59:19.183 [0x7f1639dadb38] DEBUG - [Req#8171/Transcode/Req#8172] Audio Stream: 41742852, Subtitle Stream: -1
Jul 31, 2022 21:59:19.185 [0x7f1639dadb38] DEBUG - [Req#8171/Transcode] Streaming Resource: Added session 0x7f163ab54378:f56c436c-4ede-4048-8911-6d91a351a889
Jul 31, 2022 21:59:19.185 [0x7f1639dadb38] DEBUG - [Req#8171/Transcode] Streaming Resource: Reached Decision id=28233 codes=(MDE=1000,Direct play OK.) media=(id=39118 part=(id=28709087 decision=direct play protocol=* streams=(Video=(id=41742851 decision= width=1920 height=1080) Audio=(id=41742852 decision= channels=0 rate=0))))
Jul 31, 2022 21:59:19.187 [0x7f163b148b38] DEBUG - Completed: [${PHONE_IP}:38330] 200 GET /video/:/transcode/universal/decision?audioBoost=100&autoAdjustQuality=0&context=static&directPlay=1&directStream=1&directStreamAudio=1&fastSeek=1&hasMDE=1&location=lan&mediaBufferSize=129024&mediaIndex=0&offlineTranscode=1&partIndex=0&path=%2Flibrary%2Fmetadata%2F28233&protocol=*&session=732e73382c6f557a6abb995f1808292a590132d7&subtitleSize=100 (20 live) TLS GZIP 11ms 1799 bytes (pipelined: 3)
but then, in downloaded on the phone (or tablet), it says “there was an error downloading this file” on the title.
those timestamps seem a little quick, like the transcoding failed.
but it plays back live just fine.
So the client is an Android device.
When certificates update, which your server certificate did,
they sometimes don’t clear the cache in the device.
First step is to go into the device and clear caches.
Next is to, with the app stopped, clear its cache.
@ChuckPa
Not sure what you mean by clearing cache on device vs app.
What I just tried was
- close Plex app on android
- stop PMS server
- remove cache dir on PMS server
- clear cache for Plex app on android
- reboot android
- start PMS server
- open Plex app on android
Same problem. Cannot download.
Playback works fine (both from server and from existing downloads)
What I meant is:
Clearing the Cache directory of your server is a BIG HAMMER to the data stored there. A new certificate must be downloaded and other data structures recreated.
All that’s accomplished is recover some storage space.
Confirming, you’re downloading from the server-owner account?
May I see the Server logs ?
FYI. current app version is 9.6.0
Hi i am getting SSL cert error on some of my friends’s devices
[CERT] TLS connection from [fd7a:115c:a1e0:ab12:4843:cd96:6261:d51b]:47951 came in with unrecognized plex.direct SNI name ‘fd7a-115c-a1e0-ab12-4843-cd96-624e-701.c4d7b652eefbc6e58e16c5a7f103f688.plex.direct’; using installed plex.direct cert
I see a plethera of certificate requests on your Pi server.
I’ve reset it.
- Restart the server
- After restart and you’ve connected to it.
- Have everyone impacted restart their app to get the updated certificate from your server
@ChuckPa I did that but still unable to play . Steps taken
- Restarted server
- Connected device back
- Got same error yet again
PS : I’m behind CGNAT so using tailscale for transversal
That doesn’t matter. They need to restart their devices to get a fresh connection to you with the new cert to your machine.
I don’t know what timescale is but if that’s a proxy/vpn – restart it too.
Can I see the logs and know the device name/make/model (if you know it) ?
Here are the logs.
Server : Raspberry pi 4
Client : Moto x4
Plex Media Server Logs_2022-08-02_01-42-29.zip (1.5 MB)
Timescale is a VPN?
I see where those clients are hitting you with IPv6 and bad cert.
Aug 02, 2022 01:15:11.409 [0xb1ac0d44] DEBUG - CERT: incomplete TLS handshake from [XXXXXXXXXXXXXXXXXXXXXXXXXXXX::627a:7b3f]:56483: sslv3 alert bad certificate
What URL are they using?
In your logs, you also have warnings. ignore those. they will resolve.
tailscale is the VPN yes. They are using android clients.
“android” doesn’t tell me much. Can you elaborate?
Android app? Android TV? Android sneakers? 
They are using native plex andoid client ( android phone app ) to access my server , they are able to access , but just when they play , they get error [ unable to play media ]
That doesn’t tell us anything.
Can you:
- See that that specific player is causing the SSLv3 violation?
- Get their app player logs ?
I need to see what’s going on from both sides.
They are using Plex Android app v8.22.0.27384
Attaching client log
plex-log-rohitvj.zip (426.3 KB)
User failed to authenticate.
08-02 01:12:03.670 i: [UserApiClient] Attempting to login: rohitvjti.d02
08-02 01:12:03.673 i: Fetching [method:POST] https://plex.tv/api/v2/users/signin?includeProviders=1&X-Plex-Token=...oXb7&X-Plex-Language=en-us
08-02 01:12:04.100 i: [SignInDelegate] Sign in to plex.tv failed. Error code: 401. Error message: User could not be authenticated. This IP appears to be having trouble signing in to an account (detected repeated failures)
08-02 01:12:04.101 i: [Utility] Showing alert dialog. Title: 'Sign in failed' Message: 'User could not be authenticated. This IP appears to be having trouble signing in to an account (detected repeated failures)' Positive button: 'OK' Neutral button: 'null'
08-02 01:12:05.454 i: [Boot] FragmentWithBehavioursDelegate took 0ms to run create behaviours.
That explains the bad cert. He can’t get your correct cert
Either log out & back in or, if easier, reinstall the player app
