I am experiencing the same problem, I opened a new thread today, 2022/09/20. Let’s hope we all find an answer and a solution soon.
Kind regards,
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Thanks for letting me know kind stranger. Please let me know if you figure it out. Still couldn’t get my issue resolved and just gave up.
I am surprised no Plex staff has answered yet. Fingers crossed,
I just tried trailers, and they worked on my Mac.
My server is on QNAP wired with a static IP, Cloudflare & Quad9 DNS.
My player is HTPC, and my ISP uses CGNAT.
I played only upcoming and BD trailers. I left unchecked local films.
I really hope we can solve this for the OP.
Good luck!
I just wanted to say thank you to all the users and employees who have helped and even cross-referenced this post. I really wish there was an easy workaround for this, as trailers in my “Discover” section work just fine, and would have loved to get these same ones to play before my movies. I’ll check in sporadically to see if this or any of the other posts have updates I can try. Thank you all again, and hopefully we can fix this soon!
@Divideby0 @perplexity @anon18523487
I have a potentially exciting update. I had to reset my PC because I was having issues downloading Windows updates. After reinstalling Plex, I only added my Movie folder. While it was downloading metadata, and artwork, creating preview images, I played a movie on my Chromecast. My settings are to play 2 trailers from all 3 sources, but as we all know, only existing movie trailers worked. The damn thing played 2 trailers from movies not in my library and coming to theaters!!!
However, as I added my Anime, Documentary, Docuseries, Comedy Special, etc., folders, they stopped working. Could too many libraries or downloading too much metadata be causing a stutter in the trailer service? Does pinging the Plex services for all of these information for thousands of media files cause a permanent freeze on the trailers? It’s just something very interesting, and I think I’m onto something after this accidental discovery.
I am currently trying to completely wipe my server, delete it, and reinstall a new server as I did with my computer reset. Does anyone know how to accomplish this without reinstalling Windows? I uninstalled and deleted everything from My AppData/Local/Plex folder, but still keep getting the server I made yesterday. Do you guys also have large library or a lot of different folder sources? I had to quadruple-check that the trailers indeed were for new movies not in my library, and I can confirm they were not!
EDIT: I totally forgot. My “for existing movies in my library option” wasn’t even ticked! It was just the two sources I’ve been trying to get to work. I have no idea what in the Buddha I did, but it’s something.
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That is an interesting update.
I have four libraries, not all of which are updated to the new agent. I gave up trying to get trailers working since my last post, which was essentially a mixed bag of success and failure with no apparent reason why it worked in some instances and not for others.
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Alrighty, I’ll continue to mess around with the server and I’ll keep this thread updated.
@anon18523487 , any thoughts? Also, is there a way to literally wipe my server from my computer? Almost as if it’s a fresh Windows install again without the actual reset lol?
I’ve uninstalled, cleaned associated registry files, deleted the Plex AppData folder, and did a cursory explorer search for anything titled “Plex,” and .db and .json files. Reinstall gives me the same server I reinstalled with after resetting my computer.
directions for how to uninstall plex media server
once you accomplish that, just add one library, your “Movie folder” with a half dozen films like you did before and test trailers. Then add another Library of a few files and test.
Repeat adding and testing Plex Movie libraries first, then TV Show libraries, just about 8 files will be enough videos for each. Same with Other Videos last.
Eventually you’ll find the hangup. I’ll go out on a limb and guess it’s the anime which has creative names and matching issues I figure.
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That’s what I missed. The actual registry keys. I used IObit Uninstaller and it said it deleted the registry keys, but after taking a look, it clearly didn’t. As of this moment, with another fresh install, the trailers work! Current got a trailer for that werewolf special on Disney+ and Call Jane, both movies not in my library. I will continue to add libraries and playing trailers to replicate when exactly it stops giving me trailers. Currently attached is my log after making sure a trailer played.
Server version: 1.29.0.6244
Plex Media Server Logs_2022-10-11_17-20-00.zip (359.4 KB)
EDIT: Played again, got trailers for Till and Saint-Narcisse. Till isn’t out until Thursday in theaters, never even heard of Saint-Narcisse (althought it was out in 2020), just as a double-verification I’m actually, finally, getting trailers.
That’s great news. Looking forwared to what you find.
I would think anime as a TV library shouldn’t have any impact on movie trailers though?
And if movies have been manually matched (where automatic failed), then this should also negate being an issue.
Plus it wouldn’t account for what I experienced when last testing.
Possibly something weird database-y? Not sure. It’s an interesting development.
Let’s not jinx it. The OP is having TrAiLeRs 
Building up a brand new (test) PMS install till it breaks is the best way to make reproducible steps for the devs. Lock down your main server until after new years. 
Haha can’t tell if the “TrAiLeRs” is sarcastic or not.
But just a quick update. Trailers stopped working again. I tried adding my libraries slowly, and trailers held pretty consistently. It was only once I enabled “Create previews as scheduled task and when media is added,” that it seemed to break the trailers after a while. Of course, this may not be the issue, just the most recent change I made before trailers broke again.
I actually went in and added my Anime library second based on the comments above. Even after everything was added, included metadata, the library matched all of my Anime almost perfectly, and trailers still worked just fine on my movies. Only once I added my TV shows third and enabled preview creation, did trailers stop working just this morning. I’m going to keep uninstalling and reinstalling. I don’t want to provide an overabundance of log files, so does anyone think on this fresh install to just leave the log running the entire time and upload it as soon as I notice trailers stop working? It takes a long time for it to stop, so I also don’t want to provide an insanely long log.
Really hope for some feedback from @anon18523487 as well lol, but see they haven’t posted since Oct. 4th. Fingers crossed. I’ll continue to “break” my server as much as I can after work. I’m really thinking this has either something to do with 1) the amount of content I add at once (TV Shows is my largest collection, and it seemed to break after that), 2) the amount of directories I add, 3) enabling preview creation as either a scheduled task or as both a scheduled task and when media is added, and/or 4) I might be adding a specific piece of media that is breaking the trailers. I will add my directories in a different order this time around as well. I’ll try to add TV Shows later down the line.
I was genuinely happy. Seems like you’re making great progress diagnosing.
I suggest you leave “Create Video Preview Thumbnails (VPT) as a Scheduled Task.”
add only enough shows to create each library,
you can then adjust your scheduled task stop time to cover the time of day it is causing it to immediately start doing the tasks like VPTs.
As far as logs go, note the time in hrs:min:sec that you run a test. Also please:
→ test with the least number of shows
→ let tasks complete before trying to test trailers
Once you’ve found what’s causing it, we can worry about perfect logs. 
I’ll try that. Might not be until the weekend, but I’ll do a clean reinstall and then load the smallest libraries in order of file count (I wouldn’t think the trailers would break by file size).
If it happens that I continue to add directories and it still breaks on the 3rd added directory after I change the order, I can narrow it down to a possible directory count issue.
If I continue to add directories, it gets past the 3rd added directory, we can eliminate directory count and blame file count or a specific file.
If it completes without any issues except only once I add TV shows (which I will try in different orders), I may just split TV into a few directories and re-run again.
Should it just run perfectly in any order, VPT is the likely culprit.
I will report when I have however many attempts done, and will try to time each attempt as well as download each attempt’s log. And as you said, I will let each directory complete in its entirety before adding the next. Hell, if everything works without VPT, I might just try one more time with VPT just for ■■■■■ and giggles. If that also completes as expected, with waiting for the prior directory to complete its tasks before adding the next, and if trailers are still intact, then we can just assume adding too many files too fast breaks trailers, no matter which way you do it.
MovieFan reported before my IP address was blocked for too many attempts. I honestly may just be overloading the system, and then perhaps the IP address is logged with my current server’s Plex token, rendering that current iteration of the server useless. I would think an IP address ban is an all-encompassing kind of thing, regardless of tokens or whatever, but who knows. Just free-thinking here. No idea if that is even a thing.
Conservatively add a few shows. He said the ban cleared up, and it resets quickly, scaling up the ban times from 1s to 2sec to 10sec to 1min stuff like that.
You can search your Plex Media Server.log for IVA case sensitive which are all the important trailer messages from PMS as far as loading and matching go.
Oct 11, 2022 17:12:43.951 [14284] DEBUG - IVA: Downloaded 56 trailers for source 1.
Oct 11, 2022 17:12:43.996 [14284] DEBUG - IVA: Downloaded 26 trailers for source 2.
According to your log, trailers were and should be working. Keep in mind that trailers are based on age rating and genre. Only trailers matching the item you are going to play will appear. For example, playing an PG action movie will give me trailers, but watching an R horror movie does not.
They were working but stopped
I don’t have VPT enabled
Can you restart PMS, then play 1 movie, then get me the log so I can check what is going on.
