Please HELP, I just noticed that currently I unable to play trailers for my movies. I noticed this just yesterday, I added a couple movies and had trailer available yet when I clicked to play trailer on my NVIDIA shield plex just hanged then after gave ERROR “an error occurred while attempting to play this video, Please check your connection and try again” please note I did/do have connection as the movie play fine without issue. At first I thought just an issue with these, yet upon check older movies I had in my library which I had previously played trailer for now gave me same issue. I checked on web version of plex and attempted to play trailers while using chrome browser and this also gave me an ERROR which read “Playback Error - Conversion failed, the transcoder failed to startup”. As I traced back, the only thing comes to mind I had recently updated to version 1.24.2.5000-6000 on my Synology NAS, previous version i was on was 1.24.2.4973. When checking plex site, I noticed version 1.24.2.5000 seems to be pulled out.
PLEASE SOMEONE HELP FIX THIS, thank you.
Will this affect my library, settings, configurations? The recently added order of my movies, like will it scan my whole library again and random set movies as recently added as it finds them while scanning?
Ok,
So eventhough I was able to uninstall 1.24.2.5000-6000 and Re-Install previous version 1.24.2.4973-6000, the issue did not go away. I am still unable to play the trailers, still gives me same errors messages on Nvidia Shield and also on Chrome browser. 
Trailers that Plex automatically adds
Plex Media Server Logs_2021-09-11_18-19-53.zip (1.6 MB)
Here you go…
got it, i will patiently wait and see. hopefully that is it.
Question, should there be a default folder path on the red outlined on image??
Hello, Processing: Plex Media Server Logs_2021-.textClipping…
Plex Media Server Logs_2021-09-11_21-46-22.zip (7.4 MB)
I am having this same issue on my Synology Plex server. I’m assuming it’s an update issue? Some of my trailers work, but mostly only for media I added before recently updating my PMS. Attached are my logs. Thanks.
I am experiencing this issue too for more recent content. However, I was able to play trailers for older movies.
I wonder if the trailers for newer content are using AV1 causing the issue.
I have the same issue on my terramaster. But it’s on version 1.24.1.4931.
Same issue.
Experiencing the same issue here – I have downgraded to plexmediaserver_1.24.1.4931-1a38e63c6_amd64.deb but I am still experiencing the issue. No longer related to just trailers, but also to full length content as well. The transcode appears to operate half the time properly.
Trailers seem to continue to fail all the time.
Thanks. I removed all old sync jobs. Still having the same issue with trailers. Full content plays fine, but still getting the same error message for all trailers or “Extras” for newer movies on my PMS.
Anyone figure out a fix for this?
I have this issue as well, as it seems like others do too, but I am not a Plex Premium member, so it’s showing the Play Trailer button for movies that I do not have trailers for at all. Trying to play them gives the same error as you.
Hi you were a good resource last time with an issue, is there anything you can suggest is causing this? I seem to assume it has to do with PLEX as our content plays fine, it is the Plex auto assigned trailers and extra content that does not… should we just hang tight for and update??
Hi, i have the same issue, but i went back to use the legacy agent and that fixed it, i think the issue started when everyone started to upgrade from legacy agent to the new plex movie agent.
try the legacy and refresh your library and trailer will back to work again.
this is the best solution for now till someone of the developer fix the new plex movie agent.
What is the best way to revert back to the legacy edition?
Using the legacy agent does work, I can confirm.
that’s true, revert to legacy is the only temporary solution till they fix the trailer to be work on the new plex movie agent, enjoy the trailer again by revert to legacy agent, at least something better than nothing 
I did notice some strange behavior after reverting to the Plex Movie (Legacy) agent and went back Plex Movie. Upon refreshing some metadata, some titles and artwork changed (one was renamed DVD, and even a Fix Match would not solve it; I had to manually alter the title). It did allow for the trailers to work but it was a little too wonky for me to go all in on and so I changed it back.
