TV displays "Unexpected Playback Problem" occurred

Plex Players Smart TVs
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Server Version#:1.41.2.9200-c6bbc1b53 Ubuntu
Player Version#: Samsung 1250.2
Samsung TV Model UN70KU630DFXZA running 1250.2 firmware. Plex will play Plex streaming content, but has the error playing any content from my server.

Plex Media Server Logs_2024-12-01_16-05-07.zip (4.0 MB)

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Unfortunately, debug logging has been disabled, so needed information is missing.

  1. Re-enable debug level server logs. Do not enable verbose logging.
  2. Re-start Plex Media Server
  3. In the Plex Samsung app, enable debug logging to the server
  4. Re-create the problem.
  5. Pull & post the logs

To enable PMS debug logs:
Settings → Server_Name → General + Show Advanced

debug
debug715×154 20.9 KB

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I enabled debug, & had the user attempt to play and it failed. It’s going to be challenging for me to get Debug enabled on The TV Plex app, that’ll have to be when I go & see this person. He is a tech challenged person & wont understand how to enable debug mode in the Plex app on his TV. Hopefully I can try & get there this weekend, if you cant gather any info from the logs.

Plex Media Server Logs_2024-12-01_19-55-45.zip (3.3 MB)

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Thanks for the log files.

Don’t worry about the Samsung log settings. If I remember correctly, logging to the server works only when the TV is local to the server, not remote.

The server log files do not show any activity from a Samsung device. Only two users streaming from Roku devices. You can see this in Plex Media Server.log. Search for device is and user is.

When does the error message appear? When trying to access a library on your server or when they click on the play button?

If they can scroll through a library, then that should appear in the log files. If they cannot access the server at all, then there may not be any server log entries.

Can they stream from your server on other devices? For example, using Plex Web on a laptop/desktop PC or the Plex mobile app on a phone on wi-fi? That would test connectivity between their place and the your server.

You might have them try a “network reboot.” This sometimes clears the cobwebs out of things. Only need to try it once.

  1. Power off the router
  2. Unplug the TV, don’t just turn it off.
  3. Restore power to the router.
  4. Once the router is back online, restore power to the TV.
  5. Then try using Plex on the TV and see what happens.

Unplugging the TV will clear the TV’s RAM. When the Plex app is next launched, the TV must reload the app instead of just returning it from the background.

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