"There is an error with this item" when trying to sync to iOS

Plex Media Server Desktops & Laptops
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I recently moved my Plex library to a new computer. Now when I try to sync certain movies to my iPhone, I get an error that says “There is an error with this item.” When I look at the Sync on the server, it says “The transcoder was unable to process this media.” I never had this problem when syncing from my prior computer, and I’m not sure what to do to fix it.

Not all syncs have this issue, but enough do that it’s become very frustrating. The files all play fine in the web player.

Help!

I can attach server logs, but I’m not sure which files from within the ZIP should be uploaded (or just upload the ZIP file?).

Server Version#: 1.18.2.2058
Player Version#: Most recent iOS app

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UPDATE: I do not have this issue with TV Shows, only with Movies. TV shows sync without a problem. What’s that about??

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UPDATE: One movie synced successfully. But many many others continue to fail, when on the old computer they all synced without issue.

How exactly do I get help with my (paid) Plex subscription if nobody from Plex responds to posts on the forum?

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I can’t help except to say I’m seeing the same. Seems to work if I choose a quality (resolution) matching the source (I guess meaning transcoding isn’t needed).

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UPDATE: If I “Optimize for Mobile” on the server side, these files sync without issue. But for some reason it can’t optimize on the fly as it does for other files.

Also, not all TV Shows are syncing properly, which means this is not tied to the Movies library, but to certain files. I used VLC to check the encoding on the files, and couldn’t find any differences between some that sync fine and some that require a server-side Optimize for Mobile first. Very confused, any help would be greatly appreciated!

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Thank you Plex team for your complete lack of support on this, I’m so glad I pay you for Plex Pass.

I guess when a file won’t sync to my device I’ll just log into the server and Optimize for Mobile, even though it should do that automatically as part of the sync.

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