Sync error "there is an error with this item"

android-mobile

#14

Looking at my own logs I have a slightly different cause (media analysis times out), but the same error message in the UI. I’m running PMS on a Synology DS, syncing to an iPhone 7. I can sync MP4 files without issue, and MKVs smaller than ~450MB, but larger MKVs trigger the error.

Feb 08, 2017 11:11:53.877 [0x2f3fe400] DEBUG - Completed: [83.71.160.234:25995] 200 GET /hubs/home/recentlyAdded?type=1 (7 live) TLS GZIP Page 0-15 686ms 6508 bytes (pipelined: 4)
Feb 08, 2017 11:11:53.896 [0x2f3fe400] DEBUG - Completed: [83.71.160.234:26170] 200 GET /hubs/home/recentlyAdded?type=2 (7 live) TLS GZIP Page 0-15 1477ms 6193 bytes
Feb 08, 2017 11:11:53.992 [0x317c8400] DEBUG - It took 70.000000 ms to retrieve 13 items.
Feb 08, 2017 11:11:54.005 [0x354db400] DEBUG - It took 60.000000 ms to retrieve 13 items.
Feb 08, 2017 11:11:54.223 [0x2f0be400] DEBUG - Auth: We found auth token (xxxxxxxxxxxxxxxxxxxx), enabling token-based authentication.
Feb 08, 2017 11:11:54.224 [0x2f0be400] DEBUG - Auth: authenticated user 1 as Ben/80
Feb 08, 2017 11:11:54.224 [0x2f0be400] DEBUG - Auth: Came in with a super-token, authorization succeeded.
Feb 08, 2017 11:11:54.225 [0x31eed400] DEBUG - Request: [83.71.160.234:25995 (WAN)] GET /hubs/home/recentlyAdded?type=1&personal=1 (7 live) TLS Page 0-11 GZIP Signed-in Token (Ben/80)
Feb 08, 2017 11:11:54.227 [0x2f3fe400] DEBUG - Auth: We found auth token (xxxxxxxxxxxxxxxxxxxx), enabling token-based authentication.
Feb 08, 2017 11:11:54.227 [0x2f3fe400] DEBUG - Auth: authenticated user 1 as Ben/80
Feb 08, 2017 11:11:54.227 [0x2f3fe400] DEBUG - Auth: Came in with a super-token, authorization succeeded.
Feb 08, 2017 11:11:54.230 [0x330ce400] DEBUG - Request: [83.71.160.234:26170 (WAN)] GET /hubs/home/recentlyAdded?type=8 (7 live) TLS Page 0-11 GZIP Signed-in Token (Ben/80)
Feb 08, 2017 11:11:54.234 [0x31eed400] DEBUG - Setting container serialization range to [0, 11] (total=-1)
Feb 08, 2017 11:11:54.246 [0x330ce400] DEBUG - Setting container serialization range to [0, 11] (total=-1)
Feb 08, 2017 11:11:54.266 [0x31eed400] DEBUG - Setting container serialization range to [0, 11] (total=0)
Feb 08, 2017 11:11:54.267 [0x31eed400] DEBUG - It took 0.0 sec to serialize a list with 0 elements.
Feb 08, 2017 11:11:54.276 [0x2f3fe400] DEBUG - Completed: [83.71.160.234:25995] 200 GET /hubs/home/recentlyAdded?type=1&personal=1 (7 live) TLS GZIP Page 0-11 51ms 561 bytes (pipelined: 5)
Feb 08, 2017 11:11:54.284 [0x330ce400] DEBUG - Setting container serialization range to [0, 11] (total=0)
Feb 08, 2017 11:11:54.285 [0x330ce400] DEBUG - It took 0.0 sec to serialize a list with 0 elements.
Feb 08, 2017 11:11:54.290 [0x2f3fe400] DEBUG - Completed: [83.71.160.234:26170] 200 GET /hubs/home/recentlyAdded?type=8 (7 live) TLS GZIP Page 0-11 62ms 561 bytes (pipelined: 2)
Feb 08, 2017 11:11:54.461 [0x354db400] DEBUG - Setting container serialization range to [0, 15] (total=-1)
Feb 08, 2017 11:11:54.466 [0x317c8400] DEBUG - Setting container serialization range to [0, 11] (total=-1)
Feb 08, 2017 11:11:54.469 [0x317c8400] DEBUG - It took 0.0 sec to serialize a partial list with 3 elements (3 total).
Feb 08, 2017 11:11:54.480 [0x2f3fe400] DEBUG - Completed: [83.71.160.234:26169] 200 GET /hubs/home/continueWatching (7 live) TLS GZIP Page 0-11 2072ms 2182 bytes
Feb 08, 2017 11:11:54.486 [0x354db400] DEBUG - We're going to try to auto-select an audio stream for account 1.
Feb 08, 2017 11:11:54.487 [0x354db400] DEBUG - Selecting best audio stream for part ID 16182 (autoselect: 0 language: en)
Feb 08, 2017 11:11:54.489 [0x354db400] DEBUG - Audio Stream: 32555, Subtitle Stream: -1
Feb 08, 2017 11:11:54.493 [0x354db400] DEBUG - We're going to try to auto-select an audio stream for account 1.
Feb 08, 2017 11:11:54.493 [0x354db400] DEBUG - Selecting best audio stream for part ID 18017 (autoselect: 0 language: en)
Feb 08, 2017 11:11:54.496 [0x354db400] DEBUG - Audio Stream: 34670, Subtitle Stream: -1
Feb 08, 2017 11:11:54.502 [0x354db400] DEBUG - We're going to try to auto-select an audio stream for account 1.
Feb 08, 2017 11:11:54.502 [0x354db400] DEBUG - Selecting best audio stream for part ID 3545 (autoselect: 0 language: en)
Feb 08, 2017 11:11:54.505 [0x354db400] DEBUG - Audio Stream: 7165, Subtitle Stream: -1
Feb 08, 2017 11:11:54.508 [0x354db400] DEBUG - It took 0.1 sec to serialize a partial list with 16 elements (16 total).
Feb 08, 2017 11:11:54.532 [0x2f3fe400] DEBUG - Completed: [83.71.160.234:26171] 200 GET /hubs/home/onDeck (7 live) TLS GZIP Page 0-15 2123ms 7864 bytes
Feb 08, 2017 11:12:21.963 [0x2f3fe400] DEBUG - Auth: We found auth token (xxxxxxxxxxxxxxxxxxxx), enabling token-based authentication.
Feb 08, 2017 11:12:21.964 [0x2f3fe400] DEBUG - Auth: Came in with the master token, authorization succeeded.
Feb 08, 2017 11:12:21.964 [0x354db400] DEBUG - Request: [127.0.0.1:50952 (Loopback)] GET /library/changestamp (3 live) GZIP Signed-in Token (Ben/80)
Feb 08, 2017 11:12:21.988 [0x354db400] DEBUG - It took 0.0 sec to serialize a list with 0 elements.
Feb 08, 2017 11:12:21.990 [0x2f3fe400] DEBUG - Completed: [127.0.0.1:50952] 200 GET /library/changestamp (3 live) GZIP 26ms 469 bytes
Feb 08, 2017 11:12:39.974 [0x382bb400] DEBUG - Killing job.
Feb 08, 2017 11:12:39.974 [0x382bb400] DEBUG - Signalling job ID 24022 with 9
Feb 08, 2017 11:12:39.974 [0x382bb400] DEBUG - Media Analyzer: Background analysis completed in 60.0 seconds, removing 1 IDs
Feb 08, 2017 11:12:39.975 [0x3373b400] ERROR - Sync: media analysis timed out
Feb 08, 2017 11:12:39.975 [0x3373b400] ERROR - Sync: media analysis of success media failed for metadata item 7266
Feb 08, 2017 11:12:39.985 [0x2e9ed400] ERROR - JobManager: child process killed by signal: 9 (Killed)

#15

Any update on the progress of identifying and fixing this Sync bug? Its really frustrating not being able to sync movies, and this issue has been hanging around since early December.


#16

I am also experiencing this issue. This really should “just work.” Same segfault.


#17

@thenicnet said:
When they fail what error are you getting in the web GUI. Can you dump your logs and send them to @“MovieFan.Plex” ?

I’m out of town but when I get back I can get logs.


#18

I have this problem w/ Plex 1.3.4.3285 and 1.4.1.3362 :frowning:


#19

I installed the latest plex server release last night and tried the syncing on a movie that kept failing. It worked this time. Had anyone else tested this yet?


#20

I just installed the newest version myself and movies are still failing. However Tv shows work so it may be isolated to either longer files or ones from a specific directory or even possibly a certain file type.


#21

Updated to 1.4.1.3362 still have the same old problem with the same old files. This is getting silly.

Starting to wonder what the point of paying for Plex Pass is? Support is woeful and the product doesn’t work as advertised. Why did they get rid of Zendesk? There doesn’t seem to be any formal way to report a bug other than hope a developer sees the problem. Feels more like the support I’d expect for a free service. Sorry for the rant.


#22

Seem to be having the same issue. If I set a sync job at the Show level, PMS converts applicable shows and it looks like it’s ready to sync but the Android Plex app says “There is an error with this item” every time.


#23

Same issue for me, generally impacts SD mkv files but HD versions seem to fair better! I have attached my logs, tried several times last Friday 17th feb to sync the classic sci-fi horror aliens all of which failed.

As a side note, when you select original quality the server should just copy the media to the device without any conversation but for some reason Plex still wants to convert something!


#24

Decided to delete and rebuild the movie library and the sync seemed to have kicked back in however it is still converting something before it syncs even when requesting the original quality!


#25

@4Meadway said:
Same issue for me, generally impacts SD mkv files but HD versions seem to fair better! I have attached my logs, tried several times last Friday 17th feb to sync the classic sci-fi horror aliens all of which failed.

As a side note, when you select original quality the server should just copy the media to the device without any conversation but for some reason Plex still wants to convert something!

I have the same issue that’s described here in the forum and its frustrating that Plex team did not yet fix this bug!
As for the “original” quality Sync you’re referring above - video not be transcoded (converted) however audio will be. Most devices do not support ac3/dts audio codecs so PMS will transcode audio into AAC and will stream original video as is. if you can find a file which has both video h264 and audio aac - try to sync that and you’ll see blazing fast sync and no transcoding whatsoever


#26

I always encode our media with 2 to 3 tracks - first is a basic ACC stereo, the AC3 5.1 and if it’s there a HD version etc. HD content generally syncs quicker than SD - HD minutes, SD a couple of hours to convert even thought he setting are the same for each! I use MKV and H264 for both - so why is SD taking so much longer than HD?

Subtitles are another issue - unless you pick a track you don’t get them on the synced version and sometimes you don’t always know which track you need till you start watching the film (always pull all the English tracks off) - if you do pick a track it takes hours to encode and I assume the PSM is creating an image of the subtitle track even though all our devices can play either VOB or PSG files directly without the need for anything to be done to them.

I know trying to make a solution with works for all the different devices out there is difficult and you most likely do need basic options for average user, but it would be great to get some more advanced options on sync - i.e. to convert or not, to pick audio tracks and to select subtitles along with where to convert them or not!


#27

Just got this in my email today. I want to Plex. I really want to. I paid for a lifetime memership and everything.


#28

So I’ve been trying to use sync for the past 24 hours for the first time, and the experience has been MISERABLE. I fail with this “unable to analyze” thing about 75% of the time with my media. It really does make me wonder why I paid for the Plex Pass, as this was my primary use for it…


#29

So just as an update… After 48 hours of playing with Sync, it appears that my issues with getting the “unable to analyze” error were because my backup was kicking in. And even though I don’t have the “cache” directory selected as part of the backup set, something being backed up in the database when the sync conversion was happening seemed to be interfering. Once I disabled the backup completely, all of the 50+ movies I was trying to sync suddenly worked.


#30

@hawkinsb said:
So just as an update… After 48 hours of playing with Sync, it appears that my issues with getting the “unable to analyze” error were because my backup was kicking in. And even though I don’t have the “cache” directory selected as part of the backup set, something being backed up in the database when the sync conversion was happening seemed to be interfering. Once I disabled the backup completely, all of the 50+ movies I was trying to sync suddenly worked.

What “backup” was kicking in? I dont believe plex has a backup option does it?


#31

I’m also getting this error with one particular TV episode on different versions of PMS from 1.3.4 to 1.4.3.


#32

Plex does have a backup option, but that wasn’t what I was referring to. I have a cloud backup solution that backs up my Plex database. It appears that I have to disable that backup, or it somehow causes these sync errors. I haven’t had a single problem since I made that change.


#33

2 out of the 3 failed to sync for me today even after update!