The Plex app on my Samsung TV no longer plays trailers. Yes, they are enabled.
TV Model QN55Q80AAFXZA
Do yu mean the trailers before movies ( Cinema Trailers ) or when you hit the trailer button or the extra on a details page/screen? Is there a particular error?
@bigwheel I don’t have trailers set to play before I watch a movie. It doesn’t play when I hit the trailer button to watch it, nor when I select the trailer from the extras below the cast listing. Nothing plays. It just sits there. No error.
Is it possible get your desktop player logs right after this happens.
What does it show for Platform Version under Settings>About>Platform Version
What do you have set for Direct Play and Direct Steam in the settings.
@bigwheel I tried to play a trailer around 1:57 PST. I’m on Platform version 6.
Allow Direct Play and Direct Stream are checked. Force Direct Stream is not.
Sorry I gave you instructions on for the wrong app to get logs. here are the correct ones.
https://support.plex.tv/articles/216955788-logging-for-smart-tvs-tivo/
Sorry it’s been a while. Going to try and get these logs today/tomorrow.
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Can you look in the app settings > about > platform version and tell me what it is as well.
Platform version 6. I followed the instructions and downloaded the logs from the Troubleshooting tab. @BigWheel and sorry for the delay! I’ve been out of the country traveling.
What was the trailer you tried to play before getting logs? Was it Bad Guys 2? ( unfortunately don’t see anything out of the ordinary yet)
@BigWheel Yes. it was bad guys 2. Should I try again? When I started to play the trailer, I gave it about 5 seconds before I exited out, since I knew it would just sit there indefinitely. I can wait for it to error out (assuming it will)
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Yeah if you can wait til the error message actually appears it would be best.
Ok new logs to view. @BigWheel tried to play the trailer for Bad Guys 2 again
Thought maybe after the breach and I was forced to sign out and reclaim my server that this might magically fix itself, but it didn’t. Hoping to hear back soon @BigWheel and thank you!
Was a fix for this ever discovered? I have the exact same problem on my Samsung QN75LS03DAFXZA that started around the same time. It was working fine and then just stopped. It won’t play trailers or extra’s. It will show a black screen for a while and then come back with an unexpected error has occurred. It doesn’t matter what show as it happens on all of them. I’ve reset the app, reinstalled the app, hard rebooted the TV as well. I’m on Client Version 5.93.2, platform version 8.
No, Bigwheel hasn’t responded to me yet.
