Videos Won't Play On Apple TV

apple-tv

#1

OK Firstly the latest version of Plex for Apple TV is just awful. I have gone from not having a single issue to a literally unusable release. The app freezes, becomes unresponsive, videos won't play. Anyway onto the main issue, videos simply won't play. I hit the play button, screen goes black for a second or 2 or even doesn't do anything, it will sometimes ask if I want to resume or start from scratch and then does nothing. I think I have narrowed this down to only MKV's, I have converted the same files to Mp4 and they play fine. BUT ALL other Plex clients as well as Infuse for Apple TV will play these mkv's files fine! This is on 2 TV's and 2 Apple TV 4's both are the same.

I'm using latest version of Plex, latest version of Plex server for Synology and later version of TVOS for ATV.

Any help would be appreciated. Thanks.


#2

I have the same issue, all other apps work Plex app for Samsung Tv, Plex for iOS, Infuse etc... the problem is not PMS and is with PLEX for Apple TV.

This is frustrating as I prefer not connecting my TV to the network for privacy purposes and I don't trust Samsung. Infuse and iOS streaming is an option but my wife is technically challenged so for her the simpler the better.

I hope the Plex team acknowledges that there is an issue and resolves it as soon as they can.


#3

Check if the server tries to transcode. If yes, it won't play because the disk station is not fast enough.


#4

I also have the issue. Plex went from 100% functional to unusable at all.
just like PoHq, when I hit the play button, nothing happens until a black screen appears for 2 seconds then back to movie title screen.

I'm using PMS 0.9.16.3, and TVOs 9.2. Server is a MacMini I7 16Go RAM El Capitan
Plex connect on apple TV 3 is still working fine. Issue only on official Plex app on ATV4

Are you guys working on some fix?


#5

Plex is not trying to transcode for me it says. i looks like it is trying to direct stream.

Plex AppleTV ver: 1.0.5(540) "Network Logging Enabled"
PMS ver: 0.9.16.3

Here is an output from the "Plex Media Server.Log"

Mar 26, 2016 16:24:54 [0x80b560000] DEBUG - [Now] Device is tvOS (Apple TV).
Mar 26, 2016 16:24:54 [0x80b560000] DEBUG - [Now] Updated play state for /library/metadata/284407.
Mar 26, 2016 16:24:54 [0x80b560000] DEBUG - Statistics: (4677FA71-5825-479F-B473-D94EECC3A8ED) Reporting active playback in state 3 of type 4 (scrobble: 0) for account 1
Mar 26, 2016 16:24:54 [0x80a869800] DEBUG - Completed: [192.168.1.215:56424] GET /:/timeline?duration=0&key=/library/metadata/284407&playQueueItemID=5688&ratingKey=284407&state=stopped&time=0 (11 live) TLS GZIP 2ms 158 bytes 200 (pipelined: 10)
Mar 26, 2016 16:24:55 [0x80b558400] DEBUG - Request: [192.168.1.215:56419] GET /library/metadata/284407? (11 live) TLS GZIP
Mar 26, 2016 16:24:55 [0x80b558400] DEBUG - Auth: We found auth token (xxxxxxxxxxxxxxxxxxxx), enabling token-based authentication.
Mar 26, 2016 16:24:55 [0x80b558400] DEBUG - Auth: Came in with a super-token, authorization succeeded.
Mar 26, 2016 16:24:55 [0x80b558400] DEBUG - We're going to try to auto-select an audio stream for account 1.
Mar 26, 2016 16:24:55 [0x80b558400] DEBUG - Selecting best audio stream for part ID 759906 (autoselect: 1 language: en)
Mar 26, 2016 16:24:55 [0x80b558400] DEBUG - Audio Stream: 1517662, Subtitle Stream: -1
Mar 26, 2016 16:24:55 [0x80b558400] DEBUG - It took 0.0 sec to serialize a list with 1 elements.
Mar 26, 2016 16:24:55 [0x80a869800] DEBUG - Completed: [192.168.1.215:56419] GET /library/metadata/284407 (11 live) TLS GZIP 7ms 1519 bytes 200 (pipelined: 3)
Mar 26, 2016 16:24:59 [0x80a95b400] WARN - NetworkServiceBrowser: Error sending out discover packet: send_to: Can't assign requested address
Mar 26, 2016 16:24:59 [0x80a95b400] WARN - NetworkServiceBrowser: Error sending out discover packet: send_to: Can't assign requested address
Mar 26, 2016 16:25:04 [0x80a95b400] WARN - NetworkServiceBrowser: Error sending out discover packet: send_to: Can't assign requested address
Mar 26, 2016 16:25:04 [0x80a95b400] WARN - NetworkServiceBrowser: Error sending out discover packet: send_to: Can't assign requested address
Mar 26, 2016 16:25:09 [0x80a95b400] WARN - NetworkServiceBrowser: Error sending out discover packet: send_to: Can't assign requested address
Mar 26, 2016 16:25:09 [0x80a95b400] WARN - NetworkServiceBrowser: Error sending out discover packet: send_to: Can't assign requested address
Mar 26, 2016 16:25:14 [0x80a95b400] WARN - NetworkServiceBrowser: Error sending out discover packet: send_to: Can't assign requested address
Mar 26, 2016 16:25:14 [0x80a95b400] WARN - NetworkServiceBrowser: Error sending out discover packet: send_to: Can't assign requested address
Mar 26, 2016 16:25:16 [0x80a869800] DEBUG - WebSocket: processed 0 frame(s)
Mar 26, 2016 16:25:19 [0x80a95b400] WARN - NetworkServiceBrowser: Error sending out discover packet: send_to: Can't assign requested address
Mar 26, 2016 16:25:19 [0x80a95b400] WARN - NetworkServiceBrowser: Error sending out discover packet: send_to: Can't assign requested address
Mar 26, 2016 16:25:24 [0x80a95b400] WARN - NetworkServiceBrowser: Error sending out discover packet: send_to: Can't assign requested address
Mar 26, 2016 16:25:24 [0x80a95b400] WARN - NetworkServiceBrowser: Error sending out discover packet: send_to: Can't assign requested address
Mar 26, 2016 16:25:29 [0x80a95b400] WARN - NetworkServiceBrowser: Error sending out discover packet: send_to: Can't assign requested address
Mar 26, 2016 16:25:29 [0x80a95b400] WARN - NetworkServiceBrowser: Error sending out discover packet: send_to: Can't assign requested address
Mar 26, 2016 16:25:33 [0x80bebb800] DEBUG - BPQ: onConsiderProcessing: Idle (true)
Mar 26, 2016 16:25:33 [0x80bebb800] DEBUG - BPQ: [Idle] -> [Processing]
Mar 26, 2016 16:25:33 [0x80bebb800] DEBUG - BPQ: generating queue items from 5 generator(s)
Mar 26, 2016 16:25:33 [0x80bebb800] DEBUG - Sync: skipping sync list 5712048 from device Michael's iPhone because it's snoozing
Mar 26, 2016 16:25:33 [0x80bebb800] DEBUG - Sync: updating status for sync list 5712048, sync item 9647927, generator 3563
Mar 26, 2016 16:25:33 [0x80bebb800] DEBUG - Sync: skipping sync list 5712048 from device Michael's iPhone because it's snoozing
Mar 26, 2016 16:25:33 [0x80bebb800] DEBUG - Sync: updating status for sync list 5712048, sync item 9647952, generator 3564
Mar 26, 2016 16:25:33 [0x80bebb800] ERROR - LPE: unknown item 119725.
Mar 26, 2016 16:25:33 [0x80bebb800] ERROR - Sync: failed to generate query for path library://321eb4e3-6c2d-489d-b716-b918e67d99ae/item/%2Flibrary%2Fmetadata%2F119725 in sync item 7771572
Mar 26, 2016 16:25:33 [0x80bebb800] ERROR - Sync: skipping items for sync list 3386350, sync item 7771572: unable to generate sync set query
Mar 26, 2016 16:25:33 [0x80bebb800] DEBUG - BPQ: generated 0 item(s) for queue
Mar 26, 2016 16:25:33 [0x80bebb800] DEBUG - PlayQueue: 0 generated IDs compressed down to a 2 byte blob.
Mar 26, 2016 16:25:33 [0x80bebb800] DEBUG - PlayQueue: 0 generated IDs compressed down to a 2 byte blob.
Mar 26, 2016 16:25:33 [0x80bebb800] DEBUG - BPQ: [Processing] -> [Idle]
Mar 26, 2016 16:25:34 [0x80a95b400] WARN - NetworkServiceBrowser: Error sending out discover packet: send_to: Can't assign requested address
Mar 26, 2016 16:25:34 [0x80a95b400] WARN - NetworkServiceBrowser: Error sending out discover packet: send_to: Can't assign requested address

#6

Hi I just received my Apple TV 4th Gen. and updated the tvOS to 9.2 and installed Plex 1.0.5 on it. most of the movies start O.K. but there are some which just won't start the first time it just short shows a black screen and than back to the menu, after some retry's they work. I have fiddled with the Quality settings but that did not change the behavior
the sever is is a intel i5 3.33GHz system which can easily handle the encoding. And the network is wired 1GB.

sorry for the cross posting was not my intent but this tread is exactly describing the problem I see.


#7

gjna, when the problem starts to appear for me, movies would start after 2 or 3 retry's but now, they won't start at all.
1- Hit play
2- screen freezes a few seconds (Apple TV doesn't react to remote control)
3- black screen for about 2 seconds
4- go back to movie menu screen
I can confirm that changing quality settings did not solve the issue.

Please guys, I'm using Plex daily, it always worked fine, in discussions I always defend Plex against other solutions like Infuse so PLEASE!!!! find some fix

AgentMax, the server is not the disk station (only there for storage) but the Mac mini I7. it always played all movies smoothly until latest update. And please take the time to read people posts before acting as we were newbies because we're experiencing troubles.


#8

@AgentMax said:
Check if the server tries to transcode. If yes, it won't play because the disk station is not fast enough.

Correct me if I'm wrong but If there were any kind of issue with PMS transcoding the other Plex apps on iOS and Mac would not work neither would 3rd party apps such as infuse.

I'm about ready to delete Plex now. Infuse works flawlessly. It's not as nice in the UI visual department shall we say but I'll take that over something that looks good but isn't useable.


#9

I'm also having the same problem as described. What @Killuminati is exactly what I am seeing. And as others have said, it only seems to be a problem with MKV files.

Video's only started not playing yesterday, before that it took a 2-3 times and eventually a video would play.

I did just upgrade to tvOS 9.2 too. Things are totally fine when playing back from other devices.


#10

Having exactly the issue described in this post. Running PMS version 0.9.16.3 and TVOS version 1.05. Updated both within a similar timeframe but I suspect it is the ATV app that is the issue as other devices connecting to PMS are working fine.


#11

Same problems.....
PMS version 0.9.16.3 and TVOS version 1.05


#12

Im having exactly the same issue :

1- Hit play
2- screen freezes a few seconds (Apple TV doesn't react to remote control)
3- black screen for about 2 seconds
4- go back to movie menu screen

Turned off Direct streaming, and Direct Play. Tried hard to make it just transcode - Since my PMS is Centos 7, Core i5 2.6, 8GB RAM, wired to 1gbps switch (even though atv4 is 10/100) and plenty of free space so will handle it perfectly.

Plex ATV4 Version : 1.0.5 (540)
TVOS Version : 9.2
PMS Version : Version 0.9.16.3

Only had Apple tv a few weeks so upgraded to 9.2 quite soon after getting it. Didn't seem to have this problem a week before i upgraded.

The 2 films ive had a problem with so far are :
(they work fine transcoding on ipad, 2 iphones)

Codec H264
Bitrate 7716 kbps
Language English
Bit Depth 8
CABAC 1
Chroma Subsampling 4:2:0
Duration 1:33:37
Frame Rate 23.976 fps
Frame Rate Mode cfr
Has Scaling Matrix 0
Height 808
Level 4.1
Pixel Format yuv420p
Profile high
Ref Frames 5
Scan Type progressive
Width 1920
Codec AC3
Channels 5.1
Bitrate 640 kbps
Language English
Audio Channel Layout 5.1(side)
Bit Depth 16
Bitrate Mode CBR
Dialog Norm -31 dB
Duration 1:33:37
Sampling Rate 48000 Hz
Codec SRT
Language English
Format SRT
Codec IDX
Sub Index 3
Language Español
Format VOBSUB
Codec SRT
Format SRT

&

Codec H264
Bitrate 9825 kbps
Language English
Bit Depth 8
CABAC 1
Chroma Subsampling 4:2:0
Duration 2:18:06
Frame Rate 23.976 fps
Frame Rate Mode cfr
Has Scaling Matrix 0
Height 800
Level 4.1
Pixel Format yuv420p
Profile high
Ref Frames 5
Scan Type progressive
Width 1920
Codec DCA
Channels 5.1
Bitrate 1509 kbps
Language English
Audio Channel Layout 5.1(side)
Bit Depth 24
Bitrate Mode CBR
Duration 2:18:06
Profile dts
Sampling Rate 48000 Hz
Codec SRT
Format SRT
Title English regular
Codec SRT
Format SRT
Title English sdh
Codec IDX
Sub Index 1
Language Français
Format VOBSUB
Codec IDX
Sub Index 0
Language English
Format VOBSUB
Codec IDX
Sub Index 2
Language Español
Format VOBSUB


#13

We've seen some indications that users who have DNS Rebind Protection enabled on their router/active on their network can experience playback issues. You might wish to use information toward the end of this article to see if you might be affected by that (and ways you can make an exception, if so).

Otherwise, please restart your Plex Media Server and:

  1. Gather Apple TV logs while you reproduce the issue a single time (if you have a USB-C cable, then getting console logs is best; otherwise do the Network Logging).
  2. Grab your "Plex Media Server.log file" after reproducing the issue.
  3. Save the XML file for the single item you tried to play.
  4. Attach the logs as well as the XML file to a reply here.

#14

@Chris C said:
We've seen some indications that users who have DNS Rebind Protection enabled on their router/active on their network can experience playback issues. You might wish to use information toward the end of this article to see if you might be affected by that (and ways you can make an exception, if so).

Otherwise, please restart your Plex Media Server and:

  1. Gather Apple TV logs while you reproduce the issue a single time (if you have a USB-C cable, then getting console logs is best; otherwise do the Network Logging).
  2. Grab your "Plex Media Server.log file" after reproducing the issue.
  3. Save the XML file for the single item you tried to play.
  4. Attach the logs as well as the XML file to a reply here.

Chris I think you hit the nail on the head. I use OpenDNS after reading this I change my setting and now video's play every time.

I have the logs if you want them and now have a viable work around where I can have seperate DNS settings for PMS/AppleTV.

Thanks
dipstah


#15

How can DNS settings in a router affect only one device, the ATV4. iOS app Mac app and third party apps are all fine. If there were some sort of DNS issue it would surely affect everything that PMS is streaming to.


#16

Hi Chris - thank you, i am running dnsmasq for my tap ports and vpn service. Stopping dnsmasq let all problem videos work.. I have no idea why it only affected some videos and not others... but looks like i will pop the rebind-domain-ok into the config to see how it goes.

p.s i just restarted dnmasq now without the rebind domain in the config and the videos still work.. hmm ok well - its much better than before.

Lets see how my mileage goes on this - but does look like masq was the problem

cheers


#17

Hi, I am having the same issue, since the tvOS update to 9.2 Plex is broken for me.
I am using Beta 1.06 and a Synology DiskStation with Plex Server version 0.9.16.3.
As I am using the the app in my network the DNS problem should not affect me as I am also not using https (I don't have the Remote access configured).
I enabled Apple TV logging at 21:40 german time (UTC+1).
MediaServer Logfile and the xml (had to zip it as the file wasn't allowed to upload directly?!?) from the file I tried to play.
Thanks for your help!


#18

@dawillge said:
Hi, I am having the same issue, since the tvOS update to 9.2 Plex is broken for me.
I am using Beta 1.06 and a Synology DiskStation with Plex Server version 0.9.16.3.
As I am using the the app in my network the DNS problem should not affect me as I am also not using https (I don't have the Remote access configured).
I enabled Apple TV logging at 21:40 german time (UTC+1).
MediaServer Logfile and the xml (had to zip it as the file wasn't allowed to upload directly?!?) from the file I tried to play.
Thanks for your help!

Your logs indicate Low disk space. Correct me if I'm wrong, but Man of Steel is 29GB and your C Drive has 13GB free?

The only reason I've noticed this, is mine has done the same tonight, and my C drive has never had enough, but always worked before. I freed up some memory, and it works.

Mar 27, 2016 21:33:52 [0xec559b70] DEBUG - [Universal] Using local file path instead of URL: /volume1/video/Filme/Man of Steel - 1080p/exq-manofsteel-1080p.mkv
Mar 27, 2016 21:33:52 [0xec559b70] WARN - Low disk space: 15008243308 bytes source file, 2948582653952 bytes capacity, 13692035072 bytes available on /volume1/Plex/Library/Application Support/Plex Media Server/Cache/Transcode/Sessions
Mar 27, 2016 21:33:52 [0xec559b70] WARN - TranscodeSession: inadequate disk space for transcode
Mar 27, 2016 21:33:52 [0xec559b70] ERROR - Failed to start session successfully.


#19

Well well…if it helps anybody out, I just found the DNS Rebinding Protection setting on my router, I added plex.direct to the exceptions rebooted router and everything is now fine. My router is an AVM Fritzbox 7490 screenshot is attached. I’m still puzzled how this can affect ONLY the Apple TV.


#20

@PoHq said:
How can DNS settings in a router affect only one device, the ATV4. iOS app Mac app and third party apps are all fine. If there were some sort of DNS issue it would surely affect everything that PMS is streaming to.

Different apps can request content in different ways. And some are able to use an internal HTTP proxy to do separate hostname verification that can sometimes help with DNS Rebinding Protection issues. So, this is a particular case where "it works in other apps, so it should work in this app" isn't always accurate. Awesome to hear that setting the Rebind Protection exception worked for you.

@dawillge said:
As I am using the the app in my network the DNS problem should not affect me as I am also not using https (I don't have the Remote access configured).

As vCJv mentioned, your logs do indicate that there isn't sufficient free space (on your main system drive) for the transcoder to be able to run.

Looking at your account, your Plex Media Server does also report having a certificate and thus secure connections are available. So, it's conceivable that DNS Rebind Protection could affect you, too. (It has nothing to do with Remote Access being enabled or not.) But making sure you have sufficient free space on your main system drive should definitely be the first thing to resolve.