Trailers issue

Plex Players
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1

Server Version#: 4.132.2
Player Version#: Plex For Samsung 5.85.0

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Hi guys, so I’ve faced an issue with playing trailers for movies that are on my QNAP NAS server only from my SamsungTV(the error is on a screenshot), Whenever I remove the Direct Play option, it starts to load video, but still with no sound(it’s just sometimes clicking and whistling on the background)
But whenever I go to the Discover section of the Plex app, each trailer for such movies is running fine. What can be the reason for that?
On the Server side I can see only - Unable to find client profile for device; platform=Tizen, platformVersion=7, device=23_PONTUSM_QD
THnx

2

So this is your own trailer file?

Can we get a sample file of that to test with?

Also can you get the smart tv logs

3

Nope, its trailers that it should get from the web, here’s the log file that has I guess combined log from server and client
plex.log (31.4 KB)
and this is logs -when I disable direct play and direct stream, and getting sound issues
plex-no-direct.log (125.3 KB)
Also, I’ve grabbed logs for a discovery section movie trailer, that successfully works, although in the options of the player within such trailers, there is no direct play option, and sound also works well in it.
plex-discovery-menu.log (37.7 KB)