"We are unable to play this video, make sure the serves is running..." error message

Plex Media Server
1

Server Version#: 4.22.3
Player Version#:

I browsed before posting. I found numerous threads of people having this issue but they were back in 2016 and 2017 and we supposedly fixed with an update back in versions 1.xx.xx but I’m running PMS 4.22.3 and still having the same error that the other posts say were fixed many versions ago.

Most of my media files work but I have run into multiple files which generate the error message “We’re unable to play the video, make sure the server is running and has access to this video.”

All the affected video plays fine on my PC so the original files aren’t corrupted or faulty.

To test it, I tried playing the same files from multiple players including my Roku, iPad and iPhone. I’ve noticed none of the affected files plays on either Roku. I’ve noticed one file won’t play on Roku, but will play on the iPad and iPhone. I’ve noticed all the problematic files play on the iPhone (but on no other devices).

I’m guess this has something to do with transcoding since, if I understand correctly, PMS will transcode different resolutions to different devices.

The server is definitely running and definitely has access to the video because the iPhone can play it at the same time the Roku is showing that error message. Whatever the problem is, it’s not what error message says it is.

Can someone please help?

2

Sounds very similar to this current issue: An error occurred while attempting to play this video. Please try restarting both the Plex Media Server and this app

Try some of the suggestions there such as disabling the new player and/or disabling passthrough.
New player works for me but passthrough causes a server issue even though its not actually a server issue as other players work fine.

3

The solution was under Settings>Transcoder, I had to Disable video transcoding. That works but I’m not sure why.

Tim

4

I spoke too soon. Selecting Disable Video Stream Transcoding did allow content to play. But it plays so poorly it’s unwatchable. It doesn’t do the little countdown it previously did before starting where it shows a percentage before it began. It starts playing right away but then hangs every few seconds to the point where it’s unwatchable because it starts and stops so much.

I’m guessing transcoding buffered a few second ahead before starting remote playback so that playback wasn’t so glitchy? This is horrible. Is that was the “solution” than the cure is worse than the disease.

5

This topic was automatically closed 90 days after the last reply. New replies are no longer allowed.