"Your connection to the server is not fast enough" and frequent rotating circle

Plex Players Smart TVs
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1

Server Version#: 1.26.0.5715 on Win10 x64 Pro
Player Version#: 9.1.0.32210 on Sony XBR65Z9D with Android 9

I very frequently get “Your connection to the server is not fast enough” on my TV, mainly if not exclusively with 4K HDR .mpv files.

I don’t think this is due to sufficient network capability. Plex Server and Plex Play are connected by wired connection through a TP-LINK Archer AX11000 MU-MIMO Tri-Band router. Ping from Windows to TV is < 1 ms.

Any ideas where to start investigating?

2

Server Version#: 1.26.0.5715 on Win10 x64 Pro
Player Version#: 9.1.0.32210 on Sony XBR65Z9D, Android 9

When I try to play a certain movie (in .mpv form) on my Sony XBR65Z9D running Android 9, the TV’s Android dies almost immediately and is restarted. This does not happen if I run use Roku or if I use Microsoft Edge.

Any ideas where to start investigating?

Moderator Edit: Merged posts to avoid duplication / splitting replies.

3

The “Your connection is not fast enough…” message can be caused by issues other than network bandwidth. The Android TV app crashing on playback can also have multiple causes.

Start by re-creating the problem, then gathering Plex Media Server log files, Android TV client log files, and the Plex XML Info for one of the troublesome files.

We can then look in the log files for any playback issues.

  1. Configure your server for debug, not verbose, logging, in Settings → Server_Name → General.

    Screenshot (1203)
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  2. In the Plex Android TV app settings, enable network logging.
    Note the URL in the bottom right corner of the settings screen, http://tv_ip_address:32500/logging.

  3. Stop / Restart Plex Media Server so the logs capture the startup sequence.

  4. Wait 2 -3 minutes for the server to fully start.

  5. Re-create the problem. Play one of the files that causes the problem.

  6. After the problem occurs, stop playback.

  7. Go to Settings → Troubleshooting and download the log file. Attach the entire ZIP file to the thread. Drag it into the message window, it will insert at the cursor location.

  8. Download the Plex Android TV client logs.
    With the Android TV app running, point a browser at http://tv_ip_address:32500/logging.
    Save the web page as a text file and attach it to the thread.

  9. Please pull the XML Info for the file you played. Save the information as a .txt file or zip it and attach to the thread. The forum does not support .xml attachments.


Additional Details:
Reporting issues with Plex Media Server
Android, Android TV, Fire TV, Portal Logs
Investigate Media Information and Formats

4

Step 7: I have no Settings/Troubleshooting in the Windows app. Here is a snapshot of Settings:

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Under Plex Web in the Windows app, there is Debug:

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If I click on “here” in “You can views the debug logs here,” I get this stuff:

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Note: I was recreating the problem showing a rotating circle.

5

I believe I got around the debug log problem by copying directly from C:\Users\Antognini\AppData\Local\Plex Media Server\Logs. I am attaching the recent logs (as .zip), the XML (as .zip) of the concerned .mpv file and the network log from the player (as .txt).

[attachments removed]

See next post.

6

I figured out where to get logs.

Plex Media Server Logs_2022-05-03_16-12-15.zip (1.8 MB)

PlayerNetworkLog.txt (8.7 MB)

Movie.XML.txt (71.9 KB)

7

Since “Plex Media Server Log” mentioned that TRUEHD is not supported and since there was mention somewhere of OPUS, I used HandBrake to create a new .mkv with codec Opus (libopus). (The only other changes I specified to HandBrake were Format = MKV and Resolution Limit=2160p 4K Ultra HD. )

The resulting .mkv can be played without continuous breaks for buffering. So those HandBrake changes were a cure. But it’s not practical to use HandBrake to create new .mkv files for every 4K HDR .mkv (doing so would take quite a long time).

What I don’t understand is why the player doesn’t request more in buffers to minimize the breaks.

8

I bought an NVIDIA SHIELD TV Pro and am using it for the Plex Player. I still cannot play TRUE-HD audio without delays, but since I switched to other audio streams such as 5.1 AC3, everything is good.

(I’m not using Plex Media Server on the SHIELD. I am still using the PMS on a Win10 Pro x64 system.)

9

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