"we couldn't load the requested content" on Roku/Android devices, but Browser works fine

Plex Players Streaming Devices
1

Server Version#: 1.18.4.2171
Using Google Drive with Rclone and Cache
Player Version#: Multiple devices: Roku 4, Roku Express, Android Plex app all latest versions

Logs can be provided via DM since I’m not sure which logs are needed and what to sanitize.

As the title states, when trying to select a movie on any device that’s not the web browser, content times out before loading. If I do this for multiple movies it will eventually begin working as normal for a few minutes before going back to the failed behaviour.

So, for example:

  1. On my Roku 4 I select “Frozen” from the movie library. It clocks for a minute or two and then displays the message “Sorry, we couldn’t load the requested content”.
  2. I select a different movie and the same thing happens.
  3. On the third or fourth movie – or about 5 minutes – the original movies may begin to load like normal.
  4. Once loaded the movie plays as normal with no issues.

None of this happens if I watch media via https://app.plex.tv/desktop#

2

Need the logs to see but it sounds like it’s been busy / overloaded doing initial transcoding.

3

HI, thanks for the reply. I’ve saved out [the logs here]. Wasn’t sure what you needed. Most recent occurrence was at 6:18ish around the end of the logs.

4

Thanks for the logs.

In the future, you can directly upload here (easier - drag & drop) then edit to remove later if you want to delete them

This is a player problem which I unfortunately can’t help with.

The roku is disconnecting and shutting down the playback session.

Jan 11, 2020 17:46:02.940 [0x7f5bc1ffb700] DEBUG - Request: [76.xxx.xx.xxx:52467 (WAN)] GET /:/timeline?playbackTime=209000&time=220000&duration=2554236&state=playing&ratingKey=75435&key=%2Flibrary%2Fmetadata%2F75435&playQueueItemID=83864 (19 live) TLS GZIP Signed-in Token (Jbricker20)
Jan 11, 2020 17:46:02.941 [0x7f5bc1ffb700] DEBUG - Client [78d1dc667afe8c017c92b235a055e29f] reporting timeline state playing, progress of 220000/2554236ms for guid=, ratingKey=75435 url=, key=/library/metadata/75435, containerKey=, metadataId=75435, source=
Jan 11, 2020 17:46:02.942 [0x7f5bc1ffb700] DEBUG - Play progress on 75435 'The Nuclear Man' - got played 220000 ms by account 11741052!
Jan 11, 2020 17:46:02.944 [0x7f5bc1ffb700] DEBUG - [Now] User is Jbricker20 (ID: 11741052)
Jan 11, 2020 17:46:02.945 [0x7f5bc1ffb700] DEBUG - [Now] Device is Roku (65" TCL Roku TV).
Jan 11, 2020 17:46:02.945 [0x7f5bc1ffb700] DEBUG - [Now] Profile is Roku-7.x
Jan 11, 2020 17:46:02.945 [0x7f5bc1ffb700] DEBUG - [Now] Updated play state for /library/metadata/75435.
Jan 11, 2020 17:46:02.948 [0x7f5bc1ffb700] DEBUG - Statistics: (78d1dc667afe8c017c92b235a055e29f) Reporting active playback in state 0 of type 4 (scrobble: 0) for account 11741052
Jan 11, 2020 17:46:02.951 [0x7f5c837fe700] DEBUG - Completed: [76.190.201.71:52467] 200 GET /:/timeline?playbackTime=209000&time=220000&duration=2554236&state=playing&ratingKey=75435&key=%2Flibrary%2Fmetadata%2F75435&playQueueItemID=83864 (19 live) TLS GZIP 11ms 493 bytes (pipelined: 573)
Jan 11, 2020 17:46:03.922 [0x7f5c83fff700] DEBUG - Auth: authenticated user 16569293 as orpcat@yahoo.com
Jan 11, 2020 17:46:03.923 [0x7f5c467fc700] DEBUG - Request: [174.xxx.xx.xx:60497 (WAN)] GET /:/timeline?playbackTime=1799000&time=1894000&duration=5048864&state=playing&ratingKey=143776&key=%2Flibrary%2Fmetadata%2F143776&playQueueItemID=83732 (19 live) TLS GZIP Signed-in Token (orpcat@yahoo.com)
Jan 11, 2020 17:46:03.924 [0x7f5c467fc700] DEBUG - Client [96a2b67962eb026645e22857fac0eeea] reporting timeline state playing, progress of 1894000/5048864ms for guid=, ratingKey=143776 url=, key=/library/metadata/143776, containerKey=, metadataId=143776, source=
Jan 11, 2020 17:46:03.924 [0x7f5c467fc700] DEBUG - Play progress on 143776 'Inherit the Viper' - got played 1894000 ms by account 16569293!
Jan 11, 2020 17:46:03.925 [0x7f5c467fc700] DEBUG - [Now] User is orpcat@yahoo.com (ID: 16569293)
Jan 11, 2020 17:46:03.925 [0x7f5c467fc700] DEBUG - [Now] Device is Roku (TCLRoku TV - 2N005E705974).
Jan 11, 2020 17:46:03.925 [0x7f5c467fc700] DEBUG - [Now] Profile is Roku-7.x
Jan 11, 2020 17:46:03.925 [0x7f5c467fc700] DEBUG - [Now] Updated play state for /library/metadata/143776.
Jan 11, 2020 17:46:03.950 [0x7f5c467fc700] DEBUG - Statistics: (96a2b67962eb026645e22857fac0eeea) Reporting active playback in state 0 of type 1 (scrobble: 0) for account 16569293
Jan 11, 2020 17:46:03.952 [0x7f5c837fe700] DEBUG - Completed: [174.105.20.17:60497] 200 GET /:/timeline?playbackTime=1799000&time=1894000&duration=5048864&state=playing&ratingKey=143776&key=%2Flibrary%2Fmetadata%2F143776&playQueueItemID=83732 (19 live) TLS GZIP 29ms 757 bytes (pipelined: 30)
Jan 11, 2020 17:46:04.261 [0x7f5c837fe700] DEBUG - Auth: authenticated user 16569293 as orpcat@yahoo.com
Jan 11, 2020 17:46:04.261 [0x7f5c3effd700] DEBUG - Request: [174.xxx.xx.xx:60495 (WAN)] GET /video/:/transcode/universal/session/5eff6e42-9ba4-4a29-83f1-ba7aef2e4f07-1/base/00431.ts?protocol=hls&mediaIndex=0&waitForSegments=1 (19 live) TLS Signed-in Token (orpcat@yahoo.com)
Jan 11, 2020 17:46:04.262 [0x7f5c3effd700] DEBUG - Asked for segment 431 from session.
Jan 11, 2020 17:46:04.262 [0x7f5c3effd700] DEBUG - Returning segment 431 from session
Jan 11, 2020 17:46:04.262 [0x7f5c3effd700] DEBUG - Content-Length of /home/nic/transcode/Transcode/Sessions/plex-transcode-5eff6e42-9ba4-4a29-83f1-ba7aef2e4f07-1-cd9f065e-55fe-4bcb-b156-c9411dd8023f/media-00431.ts is 1202824 (of total: 1202824).
Jan 11, 2020 17:46:04.262 [0x7f5c3effd700] ERROR - Caught exception trying to stream file: /home/nic/transcode/Transcode/Sessions/plex-transcode-5eff6e42-9ba4-4a29-83f1-ba7aef2e4f07-1-cd9f065e-55fe-4bcb-b156-c9411dd8023f/media-00431.ts: write: protocol is shutdown
Jan 11, 2020 17:46:04.262 [0x7f5c837fe700] DEBUG - Completed after connection close: [174.105.20.17:60495] 500 GET /video/:/transcode/universal/session/5eff6e42-9ba4-4a29-83f1-ba7aef2e4f07-1/base/00431.ts?protocol=hls&mediaIndex=0&waitForSegments=1 (19 live) TLS 1ms 0 bytes (pipelined: 74)
Jan 11, 2020 17:46:04.724 [0x7f5c3cff9700] DEBUG - Session 5eff6e42-9ba4-4a29-83f1-ba7aef2e4f07-1 (3) is unthrottling
Jan 11, 2020 17:46:04.725 [0x7f5c477fe700] DEBUG - [Transcoder] Throttle - Getting back to work.
Jan 11, 2020 17:46:04.851 [0x7f5c82ffd700] DEBUG - Transcoder segment range: 0 - 444 (444)
Jan 11, 2020 17:46:04.851 [0x7f5b837fe700] DEBUG - Transcoder segment range: 0 - 445 (444)
Jan 11, 2020 17:46:04.975 [0x7f5c837fe700] DEBUG - Auth: authenticated user 16569293 as orpcat@yahoo.com
Jan 11, 2020 17:46:04.975 [0x7f5c44ff9700] DEBUG - Request: [172.xxx.xx.xxx:47538 (WAN)] GET /video/:/transcode/universal/session/5eff6e42-9ba4-4a29-83f1-ba7aef2e4f07-1/base/00431.ts?protocol=hls&mediaIndex=0&waitForSegments=1 (22 live) TLS Signed-in Token (orpcat@yahoo.com)
Jan 11, 2020 17:46:04.975 [0x7f5c44ff9700] DEBUG - Asked for segment 431 from session.
Jan 11, 2020 17:46:04.976 [0x7f5c44ff9700] DEBUG - Returning segment 431 from session
Jan 11, 2020 17:46:04.976 [0x7f5c44ff9700] DEBUG - Content-Length of /home/nic/transcode/Transcode/Sessions/plex-transcode-5eff6e42-9ba4-4a29-83f1-ba7aef2e4f07-1-cd9f065e-55fe-4bcb-b156-c9411dd8023f/media-00431.ts is 1202824 (of total: 1202824).
Jan 11, 2020 17:46:05.127 [0x7f5bc1ffb700] DEBUG - Session 5eff6e42-9ba4-4a29-83f1-ba7aef2e4f07-1 (3) is throttling
Jan 11, 2020 17:46:05.127 [0x7f5c457fa700] DEBUG - [Transcoder] Throttle - Going into sloth mode.
Jan 11, 2020 17:46:05.319 [0x7f5c837fe700] DEBUG - Completed: [174.105.20.17:47538] 200 GET /video/:/transcode/universal/session/5eff6e42-9ba4-4a29-83f1-ba7aef2e4f07-1/base/00431.ts?protocol=hls&mediaIndex=0&waitForSegments=1 (22 live) TLS 343ms 1202824 bytes (pipelined: 1)
Jan 11, 2020 17:46:05.319 [0x7f5c837fe700] DEBUG - Removed transcode data consumer, active count 2 => 1
Jan 11, 2020 17:46:07.272 [0x7f5c3effd700] DEBUG - Removed transcode data consumer, active count 1 => 0
Jan 11, 2020 17:46:08.430 [0x7f5c837fe700] DEBUG - Auth: authenticated user 3360045 as acarlson
Jan 11, 2020 17:46:08.430 [0x7f5c3effd700] DEBUG - Request: [67.xxx.xx.xxx:53689 (WAN)] GET /:/timeline?pl

I will retag this and LJunkie (the roku team lead) will find it. Call out to him if not as he’ll know far better than I.

2 Likes
5

This is still happening, so help me @ljunkie you’re my only hope lol

6

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