BTW, Maxflix, here is the xml file of the same movie (that I have not refreshed that does contain a trailer.
maybe this will help. Oh I have 2 Plex servers running, 1 on mac-mini and another on a linux box. The movie on the mac does not contain the trailer. Ugh I just saw that file has zero bytes.
If you feel it’s important or want to see it, let me know and I will attach.
Thanks
All of my movies have ratings and the majority have extras. However, it seems like most don’t have trailers. And in the off chance that individually refreshing metadata does work, it seems the trailer gets wiped away on a latrr library or nightly library metadata refresh. XML will be posted shortly.
I re-verified in iOS and Android Fire TV client that both (and a bunch of other movies) don’t show up, but the extras do (if they’re available and seen via Plex Web client).
I’ve attached Dunkirk (which had extras and no trailer, and one time I was able to individually refresh and get back the trailer, only to subsequently lose it once again) and The Dark Knight (which has not had a trailer or extras and I haven’t been able to retrieve them automatically via the refresh).
For what it’s worth, my Dunkirk has a trailer. I’m scared to update the metadata on it afraid I’ll loose the trailer. I’ve attached my XML file of Dunkirk
I’ve attached some XMLs from both servers around the time that I was getting working/not working results. None of these have extras but they do have the rotten tomatoes, trailers, etc. issues from my initial post.
Originally I had files that appeared identical with the exception of trailer/no trailer but since I refreshed they have all lost that content. :-/
Hopefully this will help. Thanks everyone for pitching in and helping.
Thanks all for your help on this thread - we pushed out a first fix that should help you start getting trailers again. Can some of you try clearing your HTTP cache and then refreshing the metadata for movies that are missing trailers.
If they still don’t work as expected, please let me know what movie it is (again, the IMDb ID is helpful).
Still not getting a trailer for Moonraker. IMDB id is tt0079574
tsutaz
Hey @tsutaz, I do get a trailer for Moonraker on my end. Can you post your info XML, the imdb agent log of a refresh of Moonraker, and your general location (US, EU, etc)?
Also, are other movies getting trailers, or is Moonraker the one example, but you’re still not getting trailers for most movies?
Alien Covenant id: tt2316204
Krampus id:tt3850590
Wonder id:tt2543472
Suburbicon id:tt0491175
Most of the movies that I am refreshing are getting a trailer, however, it seems like newer movies are are not. The one I listed above do not bring back trailers.
Thanks for the info @tsutaz - I just verified that trailers (and in most cases additional extras) come through on an English library in the US.
Some things to try:
Thanks!
I got a Moonraker trailer now
@maxflix said:
Thanks for the info @tsutaz - I just verified that trailers (and in most cases additional extras) come through on an English library in the US.Some things to try:
- Did you make sure to clear your HTTP Agent cache? https://support.plex.tv/articles/202967376-clearing-plugin-channel-agent-http-caches/
- Let me know what language your library is in? Also your general location (US, EU, etc.)
- Provide (agent) logs from a metadata refresh of any of the movies that aren’t getting a trailer
Thanks!
The fix worked perfectly for me (my library is US - English btw). Thanks for all your help maxflix and team!
Was this a server upgrade that my server automatically pulled in overnight as I have it set to or was the fix elsewhere? I tried to refresh one movie before clearing cache just to see what would happen and it didn’t work as expected. After I cleared the cache, all my movies started pulling down trailers again.
@mulhearn1022 said:
@maxflix said:
Thanks for the info @tsutaz - I just verified that trailers (and in most cases additional extras) come through on an English library in the US.Some things to try:
- Did you make sure to clear your HTTP Agent cache? https://support.plex.tv/articles/202967376-clearing-plugin-channel-agent-http-caches/
- Let me know what language your library is in? Also your general location (US, EU, etc.)
- Provide (agent) logs from a metadata refresh of any of the movies that aren’t getting a trailer
Thanks!
The fix worked perfectly for me (my library is US - English btw). Thanks for all your help maxflix and team!
Was this a server upgrade that my server automatically pulled in overnight as I have it set to or was the fix elsewhere? I tried to refresh one movie before clearing cache just to see what would happen and it didn’t work as expected. After I cleared the cache, all my movies started pulling down trailers again.
YES! Thank You! Thank You! @Maxflix and Plex Team too. I too can confirm that my trailers are coming back now. I’m thinking that I might just issue a full meta refresh tonight before I go to bed.
FYI, My Libraries are in English and my location is United States.
@maxflix said:
Thanks all for your help on this thread - we pushed out a first fix that should help you start getting trailers again. Can some of you try clearing your HTTP cache and then refreshing the metadata for movies that are missing trailers.If they still don’t work as expected, please let me know what movie it is (again, the IMDb ID is helpful).
Maxflix,
Thanks for all the help. I cleared my HTTP cache and tested with the film that I first noticed the problem with and I can confirm the film refreshed everything as expected (i.e. ratings, trailers, extras, etc.). I’m glad this was resolved.
Thanks again.
I cleared HTTP cache. but now if I refresh metadata from a movie with a Rotten Tomato score and review, I lose all that RT data and the score is replaced with IMDB. Is there anything I can do to get RT data back?
@maxflix It looks like I may have spoken to soon 
The server I initially had the problem with is working with mixed results. The server that worked for a while and stopped is now working 100% (or so it seems) again. I am attaching XMLs from the each server for the same content. One working, one not.
Hey @itzme - RT ratings can be a little finicky, but we made some improvements recently and the best we have should be ready for use in a couple hours. Maybe try to clear your agent HTTP cache in about 12 hours and refresh the film again. If it still doesn’t have an RT rating, please post the Title and IMDb ID on this thread.
And @josebellas - we are still working on some fixes for trailers with newer movies. I really appreciate you patience!
@maxflix said:
Hey @itzme - RT ratings can be a little finicky, but we made some improvements recently and the best we have should be ready for use in a couple hours. Maybe try to clear your agent HTTP cache in about 12 hours and refresh the film again. If it still doesn’t have an RT rating, please post the Title and IMDb ID on this thread.And @josebellas - we are still working on some fixes for trailers with newer movies. I really appreciate you patience!
RT data is starting to come in again after a second clearing and refreshing metadata, thanks!
Looks like this hasn’t been touched in a while, but I’m still seeing this issue with several movies. I’ve a few thousand movies so don’t have a complete list, but Big Stan (2007, tt0490086) for example isn’t receiving RT reviews or trailer… Lots of others as well. I tried the refreshing meta data and it didn’t do it, and I can’t figure out a clean and/or safe way of deleting http cache without deleting something I shouldn’t… Thoughts?
