Videos won't play on FireTV or Android Phones

Plex Players Streaming Devices
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1

Server Version#: 1.21.3.4014
Player Version#: Android: 8.12.3.22809

Hi,

I run a Plex server on an Ubuntu Linux Server. I can play videos fine on any browser remote/local, and on my Samsung Smart TV as well (although it has also had issues in the past).
However, when I try to play on a FireTV device or on my Android phone the libraries load fine and no errors are given, yet the video will try to load forever showing the banner poster without ever loading. This happens on original quality or transcoding without any error message given or that I can clearly see in the logs.

I have attached the server logs and pasted the console for when I attempted to play a video on my phone.

Please let me know if there is anything else I can do to help someone help me diagnose what the problem is as it is driving me crazy.

Thanks

Plex Media Server Logs_2021-02-07_02-59-09.zip (2.5 MB)

Feb 07, 2021 02:53:05.170 [0x7ff8b27fc700] Debug — WebSocket: Performing handshake from origin https://app.plex.tv
Feb 07, 2021 02:53:05.170 [0x7ff8b27fc700] Debug — Beginning read from WebSocket
Feb 07, 2021 02:53:05.922 [0x7ff94240b700] Debug — Auth: authenticated user 1 as Cuan Fraser
Feb 07, 2021 02:53:05.922 [0x7ff8b2ffd700] Debug — Request: [64.18.152.193:45482 (WAN)] GET /hubs/metadata/209/postplay?count=0&excludeElements=Actor%2CCollection%2CCountry%2CDirector%2CGenre%2CLabel%2CMood%2CPart%2CProducer%2CRole%2CSimilar%2CWriter%2CPhoto%2CVast%2CTopic&excludeFields=summary%2Ctagline%2Cfile&includeEmpty=0&includeExternalMetadata=1&includeLibraryPlaylists=1&includeMeta=0&includeRecentChannels=1&includeStations=1&includeTrailers=1&includeTypeFirst=1&libraryHubsOnly=1 (19 live) TLS GZIP Signed-in Token (Cuan Fraser)
Feb 07, 2021 02:53:05.932 [0x7ff94240b700] Debug — Completed: [64.18.152.193:45482] 200 GET /hubs/metadata/209/postplay?count=0&excludeElements=Actor%2CCollection%2CCountry%2CDirector%2CGenre%2CLabel%2CMood%2CPart%2CProducer%2CRole%2CSimilar%2CWriter%2CPhoto%2CVast%2CTopic&excludeFields=summary%2Ctagline%2Cfile&includeEmpty=0&includeExternalMetadata=1&includeLibraryPlaylists=1&includeMeta=0&includeRecentChannels=1&includeStations=1&includeTrailers=1&includeTypeFirst=1&libraryHubsOnly=1 (19 live) TLS GZIP 9ms 991 bytes (pipelined: 1)
Feb 07, 2021 02:53:06.202 [0x7ff94240b700] Debug — Auth: authenticated user 1 as Cuan Fraser
Feb 07, 2021 02:53:06.202 [0x7ff8b8ab1700] Debug — Request: [64.18.152.193:58928 (WAN)] GET /activities (19 live) TLS GZIP Signed-in Token (Cuan Fraser)
Feb 07, 2021 02:53:06.202 [0x7ff94240b700] Debug — Completed: [64.18.152.193:58928] 200 GET /activities (19 live) TLS GZIP 0ms 429 bytes (pipelined: 8)
Feb 07, 2021 02:53:08.902 [0x7ff941c0a700] Debug — Auth: authenticated user 1 as Cuan Fraser
Feb 07, 2021 02:53:08.902 [0x7ff8b8ab1700] Debug — Request: [64.18.152.193:45482 (WAN)] GET /library/metadata/209?asyncAugmentMetadata=1&checkFiles=1&includeExtras=1&includeReviews=1 (19 live) TLS GZIP Signed-in Token (Cuan Fraser)
Feb 07, 2021 02:53:08.907 [0x7ff8b8ab1700] Debug — We're going to try to auto-select an audio stream for account 1.
Feb 07, 2021 02:53:08.907 [0x7ff8b8ab1700] Debug — Selecting best audio stream for part ID 223 (autoselect: 1 language: en)
Feb 07, 2021 02:53:08.907 [0x7ff8b8ab1700] Debug — Audio Stream: 606, Subtitle Stream: 0
Feb 07, 2021 02:53:08.908 [0x7ff94240b700] Debug — Completed: [64.18.152.193:45482] 200 GET /library/metadata/209?asyncAugmentMetadata=1&checkFiles=1&includeExtras=1&includeReviews=1 (19 live) TLS GZIP 6ms 1779 bytes (pipelined: 2)
Feb 07, 2021 02:53:09.150 [0x7ff94240b700] Debug — Auth: authenticated user 1 as Cuan Fraser
Feb 07, 2021 02:53:09.150 [0x7ff8b27fc700] Debug — Request: [64.18.152.193:45482 (WAN)] GET /hubs/metadata/209/related?count=20&excludeElements=Actor%2CCollection%2CCountry%2CDirector%2CGenre%2CLabel%2CMood%2CPart%2CProducer%2CRole%2CSimilar%2CWriter%2CPhoto%2CVast%2CTopic&excludeFields=summary%2Ctagline%2Cfile&includeAugmentations=1&includeEmpty=1&includeExternalMetadata=1&includeLibraryPlaylists=1&includeMeta=1&includeRecentChannels=1&includeStations=1&includeTrailers=1&includeTypeFirst=1&libraryHubsOnly=1 (19 live) TLS GZIP Signed-in Token (Cuan Fraser)
Feb 07, 2021 02:53:09.152 [0x7ff94240b700] Debug — Completed: [64.18.152.193:45482] 200 GET /hubs/metadata/209/related?count=20&excludeElements=Actor%2CCollection%2CCountry%2CDirector%2CGenre%2CLabel%2CMood%2CPart%2CProducer%2CRole%2CSimilar%2CWriter%2CPhoto%2CVast%2CTopic&excludeFields=summary%2Ctagline%2Cfile&includeAugmentations=1&includeEmpty=1&includeExternalMetadata=1&includeLibraryPlaylists=1&includeMeta=1&includeRecentChannels=1&includeStations=1&includeTrailers=1&includeTypeFirst=1&libraryHubsOnly=1 (19 live) TLS GZIP 2ms 510 bytes (pipelined: 3)
Feb 07, 2021 02:53:13.946 [0x7ff941c0a700] Debug — Auth: authenticated user 1 as Cuan Fraser
Feb 07, 2021 02:53:13.946 [0x7ff8b8ab1700] Debug — Request: [64.18.152.193:45482 (WAN)] GET /library/metadata/209?includeChapters=1&includeLoudnessRamps=1&includeMarkers=1&includeRelated=1 (19 live) TLS GZIP Signed-in Token (Cuan Fraser)
Feb 07, 2021 02:53:13.951 [0x7ff8b8ab1700] Debug — We're going to try to auto-select an audio stream for account 1.
Feb 07, 2021 02:53:13.951 [0x7ff8b8ab1700] Debug — Selecting best audio stream for part ID 223 (autoselect: 1 language: en)
Feb 07, 2021 02:53:13.951 [0x7ff8b8ab1700] Debug — Audio Stream: 606, Subtitle Stream: 0
Feb 07, 2021 02:53:13.954 [0x7ff94240b700] Debug — Completed: [64.18.152.193:45482] 200 GET /library/metadata/209?includeChapters=1&includeLoudnessRamps=1&includeMarkers=1&includeRelated=1 (19 live) TLS GZIP 8ms 1748 bytes (pipelined: 4)
Feb 07, 2021 02:53:14.678 [0x7ff94240b700] Debug — Auth: authenticated user 1 as Cuan Fraser
Feb 07, 2021 02:53:14.678 [0x7ff8b27fc700] Debug — Request: [64.18.152.193:45486 (WAN)] GET /video/:/transcode/universal/decision?audioBoost=100&autoAdjustQuality=0&directPlay=1&directStream=1&directStreamAudio=1&fastSeek=1&hasMDE=1&location=wan&maxVideoBitrate=200000&mediaBufferSize=107648&mediaIndex=0&partIndex=0&path=%2Flibrary%2Fmetadata%2F209&protocol=*&session=e141d21de63a8125-com-plexapp-android&subtitleSize=100&videoBitrate=200000&videoQuality=100&videoResolution=3840x2160 (20 live) TLS GZIP Signed-in Token (Cuan Fraser)
Feb 07, 2021 02:53:14.678 [0x7ff8b27fc700] Debug — [Transcode] Found session GUID of e141d21de63a8125-com-plexapp-android in session start.
Feb 07, 2021 02:53:14.679 [0x7ff8b27fc700] Debug — [Transcode] TranscodeUniversalRequest: using augmented profile Android
Feb 07, 2021 02:53:14.679 [0x7ff8b27fc700] Debug — [Transcode] Downloading document http://127.0.0.1:32400/library/metadata/209?includeBandwidths=1&offset=-1&X-Plex-Incomplete-Segments=1&X-Plex-Session-Identifier=e141d21de63a8125-com-plexapp-android
Feb 07, 2021 02:53:14.679 [0x7ff8b27fc700] Debug — [Transcode] Auth: authenticated user 1 as Cuan Fraser
Feb 07, 2021 02:53:14.684 [0x7ff8b27fc700] Debug — [Transcode] We're going to try to auto-select an audio stream for account 1.
Feb 07, 2021 02:53:14.684 [0x7ff8b27fc700] Debug — [Transcode] Selecting best audio stream for part ID 223 (autoselect: 1 language: en)
Feb 07, 2021 02:53:14.684 [0x7ff8b27fc700] Debug — [Transcode] Audio Stream: 606, Subtitle Stream: 0
Feb 07, 2021 02:53:14.685 [0x7ff8b27fc700] Debug — [Transcode] Streaming Resource: Adding session 0x7ff8e0330720:e141d21de63a8125-com-plexapp-android which is using 3950kbps of WAN bandwidth.  Used is now 3950kbps
Feb 07, 2021 02:53:14.685 [0x7ff8b27fc700] Debug — [Transcode] Streaming Resource: Added session 0x7ff8e0330720:e141d21de63a8125-com-plexapp-android
Feb 07, 2021 02:53:14.685 [0x7ff8b27fc700] Debug — [Transcode] Streaming Resource: Reached Decision id=209 codes=(MDE=1000,Direct play OK.) media=(id=223 part=(id=223 decision=direct play protocol=* streams=(Video=(id=604 decision= width=1920 height=1080) Audio=(id=606 decision= channels=0 rate=0))))
Feb 07, 2021 02:53:14.686 [0x7ff941c0a700] Debug — Completed: [64.18.152.193:45486] 200 GET /video/:/transcode/universal/decision?audioBoost=100&autoAdjustQuality=0&directPlay=1&directStream=1&directStreamAudio=1&fastSeek=1&hasMDE=1&location=wan&maxVideoBitrate=200000&mediaBufferSize=107648&mediaIndex=0&partIndex=0&path=%2Flibrary%2Fmetadata%2F209&protocol=*&session=e141d21de63a8125-com-plexapp-android&subtitleSize=100&videoBitrate=200000&videoQuality=100&videoResolution=3840x2160 (20 live) TLS GZIP 7ms 1809 bytes (pipelined: 1)
Feb 07, 2021 02:53:17.322 [0x7ff94240b700] Debug — WebSocket: client initiated close
Feb 07, 2021 02:53:17.322 [0x7ff941c0a700] Debug — NotificationStream: Removing because of close
Feb 07, 2021 02:53:17.766 [0x7ff941c0a700] Debug — Auth: authenticated user 1 as Cuan Fraser
Feb 07, 2021 02:53:17.766 [0x7ff8b8ab1700] Debug — Request: [64.18.152.193:58951 (WAN)] GET /:/websockets/notifications (21 live) TLS GZIP Signed-in Token (Cuan Fraser)
Feb 07, 2021 02:53:17.766 [0x7ff8b8ab1700] Debug — WebSocket: Performing handshake from origin file://
Feb 07, 2021 02:53:17.766 [0x7ff8b8ab1700] Debug — Beginning read from WebSocket
Feb 07, 2021 02:53:17.809 [0x7ff94240b700] Debug — handleStreamRead code 1: stream truncated
Feb 07, 2021 02:53:17.809 [0x7ff94240b700] Debug — Completed after connection close: [64.18.152.193:58940] -3 GET /:/websockets/notifications (21 live) TLS GZIP 26039ms 8 bytes
Feb 07, 2021 02:53:18.834 [0x7ff94240b700] Debug — Auth: authenticated user 1 as Cuan Fraser
Feb 07, 2021 02:53:18.834 [0x7ff8b8ab1700] Debug — Request: [64.18.152.193:58956 (WAN)] GET /activities (21 live) TLS GZIP Signed-in Token (Cuan Fraser)
Feb 07, 2021 02:53:18.834 [0x7ff941c0a700] Debug — Completed: [64.18.152.193:58956] 200 GET /activities (21 live) TLS GZIP 0ms 350 bytes (pipelined: 1)
Feb 07, 2021 02:53:35.130 [0x7ff94240b700] Debug — CERT: incomplete TLS handshake: stream truncated
2

Server Ubuntu 1.21.3.4021
client firetv(s) 8.12.4.902
I encounter the same problem: Videos play on SONY PS4 fine, on the firetvs + the ipad not.

Workaround a few days ago, when problems started after an update (version I forgot), was to disable the internal plex player for the firetvs. Unfortunately this is not possible any more with the latest version for the firetvs. The ipad starts working when I select “Alten Player benutzen”.

Apart from starting not to play some videos another problem occured: Playing movies split into parts did not work. Playing stopped at the end of the 1st part. In fact this was the reason I switched away from the internal player on the firetvs. This problem still occurs with the internal player and the latest version: 1st part is played, 2nd part will not start.Plex Media Server Logs_2021-02-12_10-20-43.zip (2.8 MB)

3

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