# Won't play cinema trailers...help please **URL:** \ **Category:** Plex Media Server\ **Tags:** server-windows\ **Created:** [April 17, 2020, 5:38pm UTC](https://forums.plex.tv/t/wont-play-cinema-trailers-help-please/576090 "2020-04-17T17:38:48Z")\ **Posts on this page:** 11\ **Page:** 1
**Author:** ![jhibbs22](https://avatars.discourse-cdn.com/v4/letter/j/e495f1/32.png) [@jhibbs22](https://forums.plex.tv/u/jhibbs22)\ **Post date:** [April 17, 2020, 5:38pm UTC](https://forums.plex.tv/t/wont-play-cinema-trailers-help-please/576090/1 "2020-04-17T17:38:48Z")
Server Version#:1.19.1.2645 Player Version#: 1.19.1.2645 I purchased lifetime plex pass yesterday and have been trying for hours to get “Include Cinema Trailers from new and upcoming movies in theaters” working. I’ve enabled to play 2 trailers in the player add on iOS phone, Apple TV, and through the embedded server’s player. I’ve reinstalled the server twice, deleted appData folders, checked and confirmed the settings in the agent and the extra, and still it won’t play upcoming trailers. I’ve made sure “Find trailers and extras automatically (Plex Pass required)” is enabled. If I checked “Include Cinema Trailers from movies in my library”, those play fine. It seems the “trailer automatically” appears to be the issue…almost as if it doesn’t recognize me as having a plex pass. Any help or direction would be greatly appreciated. I’ve attached the logs for reference. Thanks in advance ![Plex Media Server Logs_2020-04-17_12-28-18.zip|attachment](https://global.discourse-cdn.com/plex/original/3X/a/0/a095f044ed5efa0cbd3b7f7bde11ba0e94b0dff2.zip) (1.0 MB) ---
**Author:** ![tom80H](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/tom80h/32/19753_2.png) [@tom80H](https://forums.plex.tv/u/tom80H)\ **Post date:** [April 17, 2020, 5:50pm UTC](https://forums.plex.tv/t/wont-play-cinema-trailers-help-please/576090/2 "2020-04-17T17:50:40Z")
Are you able to play any online extras? Will Plex try to play something (and fail) or is it just skipping the trailers? From what you describe I see possible scenarios: 1. you might have enabled the trailers on the server but not the app. This is a per-client setting you can configure via… - Plex Web: `Settings` \> `Web` \> `Player` \> `Cinema Trailers to Play Before Movies` [https://app.plex.tv/desktop#!/settings/web/player](https://app.plex.tv/desktop#!/settings/web/player) - Plex for iOS / tvOS: `Settings` \> `Experience` \> `Cinema Trailers` [https://support.plex.tv/articles/205671068-settings-plex-for-ios/#toc-2](https://support.plex.tv/articles/205671068-settings-plex-for-ios/#toc-2) [https://support.plex.tv/articles/settings-plex-for-apple-tv/#toc-1](https://support.plex.tv/articles/settings-plex-for-apple-tv/#toc-1) - similar settings in other clients… 1. If you cannot play any extras, this could be related to some kind of DNS rebind protection in your router [https://support.plex.tv/articles/206225077-how-to-use-secure-server-connections/](https://support.plex.tv/articles/206225077-how-to-use-secure-server-connections/) # PS: it seems your logs didn’t properly upload… ---
**Author:** ![jhibbs22](https://avatars.discourse-cdn.com/v4/letter/j/e495f1/32.png) [@jhibbs22](https://forums.plex.tv/u/jhibbs22)\ **Post date:** [April 17, 2020, 6:08pm UTC](https://forums.plex.tv/t/wont-play-cinema-trailers-help-please/576090/3 "2020-04-17T18:08:26Z")
Thanks for your quick response 🙂 I am testing through the web player and have it enabled: Cinema Trailers to Play Before Movies : 2 selected Here are the logs (hope I do it right this time)[Plex Media Server Logs\_2020-04-17\_12-28-18.zip](https://forums.plex.tv/uploads/short-url/mUBDv9Guo5SYdlJ8WRMEFJ5340a.zip) (1.0 MB) ---
**Author:** ![tom80H](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/tom80h/32/19753_2.png) [@tom80H](https://forums.plex.tv/u/tom80H)\ **Post date:** [April 17, 2020, 8:33pm UTC](https://forums.plex.tv/t/wont-play-cinema-trailers-help-please/576090/4 "2020-04-17T20:33:30Z")
please go to `Settings` \> `[server name]` \> `General` and check `Enable Plex Media Server debug logging` (but not `Enable Plex Media Server verbose logging`). Try to play another movie that’s supposed to run a trailer before… then get a new set of logs. ---
**Author:** ![cirillo007](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/cirillo007/32/183744_2.png) [@cirillo007](https://forums.plex.tv/u/cirillo007)\ **Post date:** [April 17, 2020, 8:44pm UTC](https://forums.plex.tv/t/wont-play-cinema-trailers-help-please/576090/5 "2020-04-17T20:44:39Z")
Maybe the trailers are created during an night agent ? ---
**Author:** ![tom80H](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/tom80h/32/19753_2.png) [@tom80H](https://forums.plex.tv/u/tom80H)\ **Post date:** [April 17, 2020, 8:53pm UTC](https://forums.plex.tv/t/wont-play-cinema-trailers-help-please/576090/6 "2020-04-17T20:53:25Z")
Not sure I can follow your thought… ---
**Author:** ![cirillo007](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/cirillo007/32/183744_2.png) [@cirillo007](https://forums.plex.tv/u/cirillo007)\ **Post date:** [April 17, 2020, 9:22pm UTC](https://forums.plex.tv/t/wont-play-cinema-trailers-help-please/576090/7 "2020-04-17T21:22:12Z")
Never mind, I go to sleep. Good night ---
**Author:** ![jhibbs22](https://avatars.discourse-cdn.com/v4/letter/j/e495f1/32.png) [@jhibbs22](https://forums.plex.tv/u/jhibbs22)\ **Post date:** [April 17, 2020, 9:49pm UTC](https://forums.plex.tv/t/wont-play-cinema-trailers-help-please/576090/8 "2020-04-17T21:49:16Z")
I really appreciate you taking the time to look at this! Attached are the logs with debug logging turned on: [Plex Media Server Logs\_2020-04-17\_16-48-07.zip](https://forums.plex.tv/uploads/short-url/e89f2tZOmK6qhWModL478bdESRd.zip) (445.2 KB) ---
**Author:** ![tom80H](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/tom80h/32/19753_2.png) [@tom80H](https://forums.plex.tv/u/tom80H)\ **Post date:** [April 17, 2020, 10:16pm UTC](https://forums.plex.tv/t/wont-play-cinema-trailers-help-please/576090/9 "2020-04-17T22:16:11Z")
Logs are no super helpful… they only claim the client/player stopped/skipped playback of the trailers. Do you get the same result if using a different Plex client or trying to play some other online extra? ---
**Author:** ![jhibbs22](https://avatars.discourse-cdn.com/v4/letter/j/e495f1/32.png) [@jhibbs22](https://forums.plex.tv/u/jhibbs22)\ **Post date:** [April 17, 2020, 11:38pm UTC](https://forums.plex.tv/t/wont-play-cinema-trailers-help-please/576090/10 "2020-04-17T23:38:53Z")
I tried casting to chromecast via my iphone. I made sure the setting on the iPhone had enabled to play two trailers…same behavior. I then clicked on extras for Onward and was able to manually play the trailer for the movie…so, extras appear to work ok…just not the pre-movie upcoming trailers. Not sure if the log file after this helps at all, but it is attached just in case. Please don’t let my issue distract you from your life! [Plex Media Server Logs\_2020-04-17\_18-35-16.zip](https://forums.plex.tv/uploads/short-url/wPR3ZDX7aW1sX6mrXLXuxKhGBjC.zip) (499.4 KB) ---
**Author:** ![system](https://global.discourse-cdn.com/plex/original/3X/2/a/2acb9765406f63293d357b4ec509ec39aa28f2ad.png) [@system](https://forums.plex.tv/u/system)\ **Post date:** [July 16, 2020, 11:38pm UTC](https://forums.plex.tv/t/wont-play-cinema-trailers-help-please/576090/11 "2020-07-16T23:38:53Z")
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