Server Version#: 1.28.0.5998
Player Version#: N/A
Hey all. I submitted this issue maybe a month or so ago, and had someone working with me to correct it. They even asked me to turn on verbose for the logging, but they never replied after I submitted the logs.
I have been trying to get cinema and coming soon to blu-ray/DVD trailers working for almost 2 years now. Since then, I have been a Plex Pass subscriber and getting extremely frustrated with not having one of the main features I wanted not working. In the extras section, I have turned on “Play trailers before the movie.” This works totally fine if I select movies that are already in my library. However, movies coming soon to theaters or blu-ray and DVD absolutely refuse to play. I can select library, theater, and Blu-ray movies, and only the library movie trailers play. If I choose theater only, blu-ray only, or theater and blu-ray without library, no trailers play for me. I’m attaching my standard logs as well as the logs with verbose on. Really hoping someone can help me solve this, as the pass really isn’t worth it for me since I really only use my server at home and not remotely.
Plex Media Server Logs_2022-07-23_21-25-45.zip (1.6 MB)
(VERBOSE)Plex Media Server Logs_2022-07-23_21-27-29.zip (705.1 KB)
Small bump since I submitted this over the weekend.
Trailers are retrieved from a 3rd party called IVA. Your logs indicate it couldn’t reach their site to obtain the list of trailers. Are you using something that blocks your internet traffic?
Jul 23, 2022 21:25:13.362 [2596] DEBUG - IVA: Downloading trailer lists.
Jul 23, 2022 21:25:13.540 [2596] ERROR - PlexClient::downloadContainer: expected MediaContainer element, found Error
Jul 23, 2022 21:25:13.540 [2596] ERROR - IVA: Error downloading trailers for source 1.
Jul 23, 2022 21:25:13.584 [2596] ERROR - PlexClient::downloadContainer: expected MediaContainer element, found Error
Jul 23, 2022 21:25:13.584 [2596] ERROR - IVA: Error downloading trailers for source 2.
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Not that I’m aware of. I do have a firewall, but I’ve already added an exception for Plex. I have it set to pop up a notification and ask for approval on each connection request, and I did so. I think this was happening even before I had this firewall program (was using Avira before, now using BitDefender.) I’m thinking it could be router specific, but again, this was happening before we switched routers (originally had Netgear Wi-Fi router, now have Eero mesh network.) Is there a program in the Plex folder or website I can try to add as an exception if it doesn’t exist already?
Just out of curiosity, are trailers from media existing in my library also from IVA? Because those work fine.
No. This is not controlled by Plex so we can’t add an exception. It is likely something on your router or your computer.
Just out of curiosity, are trailers from media existing in my library also from IVA? Because those work fine.
They are. 
Although the trailers do come from IVA, I think the list may come from somewhere else. Let me check.
Interesting. It’s been like this for years, so I’m not sure what’s going on as I’ve gone through two routers and two different firewalls. I can try disabling my firewall, and see if that can shed any light, but I’m fairly certain I’ve done that before to no avail.
Please do, existing media trailers work perfectly, so I was confused as to what the issue may be if they also come from IVA.
Can you put this into a browser running on the computer running your PMS?
https://meta.plex.tv/t/theater?language=en&subtitleLanguage=en&redband=0
This is where the list is from. I don’t see this in your log, so something is blocking this.
It shows up as an .xml file in my browser on the computer I’m running PMS on.
Gentle bump. I feel like we may actually figure out why this hasn’t worked in so long. If I’m able to access this via my browser, what could be blocking it in Plex? Is there some fine-tuning I can do in a config file or something?
Can you save that xml as a text file and send it to me? I’d like to check that it matches what I see.
Deleted previous comment by accident.
Gentle bump before the weekend. Find attached the text version of the XML. Please note when I tried to save it the first time, it started to save as an .ODM file. Not sure if that means anything.
During the weekend, are there maybe some things I can experiment with or test? Maybe try to install Plex on a different laptop? That should be able to determine if this is only my laptop, or if something is going on with the router. I just don’t understand how existing media trailers work and the others don’t if they’re sourced from the place. Do you know of perhaps a setting that might need to be changed on the router? This way I can ask the person who maintains the router to check some things.
theater.txt (133.2 KB)
I’m not sure what is causing the results to be different when going through PMS versus manually do it in a browser. I do see 2 things that MAY have some impact on this.
1 - Your server is using WiFi. I’ve seen some odd behaviors when PMS is on WiFi. Any chance you can switch to a wired connection to your router? Even temporarily just to test.
2 - You have the Plex DLNA server enabled. If you don’t need this I would turn it off.
You will need to shutdown and restart PMS after making these changes.
Yes, please provide new debug server logs.
If the issue is the WiFi, there won’t be much that can be done to fix your issue. Running a server via WiFi is just not going to work well with all the connections a server needs to make.
I’ve come to terms that if this ends up being a Wi-FI issue, then there’s nothing I can do regarding the trailers. It’s unfortunate, but it is what it is. Please find my Debug and Verbose logs attached
DEBUG: Plex Media Server Logs_2022-07-29_17-04-48.zip (4.7 MB)
VERBOSE: Plex Media Server Logs_2022-07-29_17-07-17.zip (3.9 MB)
. Thank you again for all your help!
Any updates after looking at the logs? I’ve been insanely busy this week, but I’m going to post 3 versions of the debug and verbose logs.
One with only local media trailers, one with all 3 options, and one with cinema/blu-ray trailers only. I will post them tomorrow before the weekend.
There’s nothing new in your logs. I checked your account and I’m seeing an issue with one of your server’s making too many bad requests back to plex.tv resulting in your IP being blocked. This will affect being able to get the list of trailer. This is happening overnight so might be the scheduled task to check for updates, but your logs don’t cover that period of time.
Your verbose logging is still enabled. You need to restart PMS for the setting to take effect when you turn off a logging level. You don’t need to restart when enabling, but you do to disable. Please turn it off and restart. Try and get me logs that cover the overnight period. Looks like 1 am to 5am.
If you can’t capture that time, change the schedule time to when you are around and able to grab me logs. I only need it to run for 1 hour so you can do something like 2pm to 3pm, then get me the logs at 3:05. Let me know if you do this so I know when to look.
That’s very interesting. I’m going to turn off verbose and make sure it’s actually off in just a minute, restart, and let it run. I do have all of my tasks to run as periodically and as scheduled tasks, and around the time you said, so from the multiple times I’ve reinstalled my server with the 1000s of files I had, that could have caused the issue with a ban. I hope from now (12:30 AM my time) until 6:45 is OK. That is when I’ll be getting back up for work.
