TV Show seasons/episodes not showing on FireStick 4K Max

Plex Players Streaming Devices
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Server Version#: 1.32.7.7621 running on Synology DS920+
Player Version#: 10.3.0.4685 running on FireStick 4k Max

Hi, I have a plex server running at home on my DS920+ (192.168.1.x).

My parents are remotely connected via a site-to-site vpn from 192.168.2.x.

I can watch everything fine via direct play on an Apple TV 4K at both locations, one local to the NAS, one via the VPN.

When I try and watch TV over the VPN from my parents FireStick 4K Max, the shows are detected fine from the main ‘TV’ page, however when clicking on a show the yellow ring spins but no Seasons are presented, only ‘Cast & Crew’.

I’ve ruled out wifi issues, transcoding is disabled, I’ve done a factory reset on the FireStick, optimised the Plex db, etc.

This was working fine a few weeks back - not too sure what’s changed.

Here are some logs after selecting a TV show, the image is what I see on screen (expecting to see a list of seasons).

Thanks for reading, any tips welcome!

Cheers,
Matt

tempImagehFU138
tempImagehFU138816×612 125 KB

Nov 26, 2023 15:54:09.661 [140475619466040] DEBUG - Request: [192.168.20.241:37742 (WAN)] GET /photo/:/transcode?format=png&height=240&url=http%3A%2F%2F127.0.0.1%3A32400%2Flibrary%2Fmetadata%2F7217%2Fthumb%2F1699587687&width=240 (9 live) #802ff TLS GZIP Signed-in Token (matteo360) (AFTKA)

Nov 26, 2023 15:54:09.661 [140475619466040] DEBUG - [Req#802ff] Photo transcoder: Request for url [http://127.0.0.1:32400/library/metadata/7217/thumb/1699587687] (is local: 1 upscaled: 0)

Nov 26, 2023 15:54:09.661 [140475619466040] DEBUG - Content-Length of /var/packages/PlexMediaServer/shares/PlexMediaServer/AppData/Plex Media Server/Cache/PhotoTranscoder/d6/d659192d6850bfe7471cc434d295126e47e74d38.png is 59051 (of total: 59051).

Nov 26, 2023 15:54:09.662 [140475806169912] DEBUG - Completed: [192.168.20.241:37742] 200 GET /photo/:/transcode?format=png&height=240&url=http%3A%2F%2F127.0.0.1%3A32400%2Flibrary%2Fmetadata%2F7217%2Fthumb%2F1699587687&width=240 (9 live) #802ff TLS GZIP 0ms 59051 bytes (pipelined: 9)

Nov 26, 2023 15:54:22.337 [140475619466040] DEBUG - Request: [192.168.20.241:37742 (WAN)] GET /library/metadata/6627?includePreferences=1&asyncAugmentMetadata=1&includeExtras=1&includeOnDeck=1 (8 live) #80300 TLS GZIP Signed-in Token (matteo360) (AFTKA)

Nov 26, 2023 15:54:22.344 [140475619466040] DEBUG - [Req#80300] It took 0.000000 ms to retrieve 217 items.

Nov 26, 2023 15:54:22.352 [140475619466040] DEBUG - There were 1 top-level paths for Law & Order.

Nov 26, 2023 15:54:22.368 [140475619466040] DEBUG - We're going to try to auto-select an audio stream for account 1.

Nov 26, 2023 15:54:22.368 [140475619466040] DEBUG - Selecting best audio stream for part ID 15172 (language: )

Nov 26, 2023 15:54:22.368 [140475619466040] DEBUG - Audio Stream: 30959, Subtitle Stream: -1

Nov 26, 2023 15:54:22.372 [140475804060472] DEBUG - Completed: [192.168.20.241:37742] 200 GET /library/metadata/6627?includePreferences=1&asyncAugmentMetadata=1&includeExtras=1&includeOnDeck=1 (8 live) #80300 TLS GZIP 34ms 15211 bytes (pipelined: 10)

Nov 26, 2023 15:55:01.393 [140475614362424] DEBUG - EPG[cloud]: Next thing to start/end is at 2023-11-26 16:00:00 (in 300 seconds)
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@matteo360

That snippet is just too short to see anything useful.

Can you please attach the full Server Logs ZIP which captures the full sequence of them starting selection → playback → failure ?

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Hi @ChuckPa, thanks for the very quick reply!

Here is a full dump of the logs - I logged in via the FireStick, waited a few mins to make a gap in the logs, then simulated the error at 11:35am.

The FireStick is called ‘AFTKA’ (192.168.20.241), and the Plex server is hosted on ‘SynologyServer’ (192.168.1.10)

Any findings/tips greatly appreciated :slight_smile:

Cheers,
Matt
Plex Media Server Logs_2023-11-27_11-36-50.zip (4.5 MB)

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