Hi all,
I’m a Plex Pass subscriber using the beta channel for updates and am currently on 1.13.0.5003 running on a Synology NAS.
I’ve noticed that trailers are no longer working before movies for any device I try to play to; Sony Bravia with Plex Opera based app, Chrome on Mac OSX, Plex app on iPhone or Chromecast with anything. The Bravia gets the error ‘Conversion failed. The transcoder process crashed’ in a red box and then goes back to the info screen for the movie, on all other devices the trailer just fails to load indefinitely. If I skip the trailer I then get the pre-movie reel clip as normal and the actual movie afterwards, without issue.
It has worked fine for the last year or so and I always update to the latest version pretty quickly, I can’t recall if this only started happening with the latest version but it seems likely as I updated recently and have only noticed the problem recently too.
Please let me know if there are any useful logs, info, testing etc. I can provide.
Cheers,
Dan
Dan,
If you are using the beta 1.13.0, does it occur with the public release build?
I’ll give it a try. If I stop the current beta package on the Synology, can I then just install the public version over the top (as I would with a normal upgrade) or are there extra steps?
No… You uninstall the package then downgrade (Synology rule)
Do not worry, uninstalling does not remove your metadata when the package is removed.
When you install the lower version, the installer will go out, find your library, and attach itself to it as-is.
Thanks. I’ve installed the public version of 1.13.0.5003 and the problem remains. Would the logs help?
Yes, At this point the logs are needed.
With DEBUG logging only enabled (not Verbose),
Recreate it
As soon as you’ve encountered the failure attempting to play them, get back to the Home Dashboard and collect the Logs
Attach the ZIP file here and I will see what’s going on
Thanks for the logs:
A. Maintenance point. You will want to take care of this with Optimize Database. It helps with PMS operation. 50 items should respond back in 8-10 ms.
4009 bytes (pipelined: 1)
May 07, 2018 17:07:07.170 [0x7f3f17e23700] WARN - SLOW QUERY: It took 280.000000 ms to retrieve 50 items.
May 07, 2018 17:07:07.218 [0x7f3f17e23700] DEBUG - Setting container serialization range to [0, 38] (total=-1)
B. I see the TV connect. I see PMS get ready. I see no playback session start. Does this also happen on other players?
May 07, 2018 17:07:07.031 [0x7f3f0afff700] DEBUG - [Now] Device is Opera TV Store ().
May 07, 2018 17:07:07.031 [0x7f3f0afff700] ERROR - Unable to find client profile for device; platform=Opera TV Store, platformVersion=0, device=, model=
May 07, 2018 17:07:07.031 [0x7f3f0afff700] DEBUG - [Now] Updated play state for /library/metadata/16257.
Ouch, 28 times the recommend response time doesn’t sound good. I have the scheduled task option checked to optimise the database every week, is there a way to do it manually also?
Trailers don’t play any longer on other devices either but they do not get an error on the client side, it just attempts to load indefinitely until I cancel playing the media or skip the trailer. I just tried again from my Mac on Chrome, left it about a minutes, cancelled playing the movie and then downloaded the logs again. I can’t see the client profile error in the ‘Plex Media Server.log’ but I have attached the whole zip here again in case there is anything else useful.
I just upgrade to 1.13.0.5023 and the problem remains. I’ll just disable trailers server side for now and then check every now and again in later versions unless anyone else has any ideas?
Ta
