Content issues(Missing media, playback issues, metadata issues)

• Missing movies or tv shows? Believe you are not receiving updates?
• Content showing "Unavailable"
• Missing metadata?(Posters, artwork etc)
• 4K movies not working?
• Errors streaming? Transcoder exited due to an error?
• Mismatched content
• Where is Money Heist season 5?

Missing movies or tv shows? Believe you are not receiving updates?

Over time, we expand our storage which results in new storage folders that must be added to your Plex Libraries in order for the newly added content to be available on your appbox.

New paths pushed 

By default, Tixe will push any new paths to your appbox automatically. If you think you might be missing some paths, please submit a ticket on your server dashboard, or add them manually

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Adding paths manually, if "inject" doesnt work

 

Browse to https://plex.tv and access your server, edit the library that you want to update the paths for, like so;

Click the folder you want to add, then click "add" then "save changes.

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Are you a 4k customer?

By default, the 4k movie/tv library will not be present on plus range appboxes, that do support 4k.

In order to receive 4k, if you are applicable - You must first create a new library in plex, then add the 4k movie paths

1. Navigate to https://plex.tv/web and click "More"
2. Next, hover over your server name, and click the + icon for "Add library"
3. Create a "Movie" or "TV" library, and add the 4k folders(they are named 4k)

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Content is mismatched

Sometimes plex will scan a show or a movie, and match it incorrectly - The result of this is that the show you expect to be called "A" might be called "B", and so you wont ind it if you do a search

Before concluding something is missing, please check for this issue first by navigating to the relevant library and filtering the library by "folder" view

Then please navigate to the folder with the correct name for the show you are looking for, enter the TV episodes there to see what the show was matched as, then you can correct it by "re-matching" the show or movie afterwards!

Content showing "Unavailable"

Theres 2 primary reasons for content to be showing as unavailable

Content is being replaced(upgraded or moved)

If this is the case, it can be verified by checking several movies, if only a few, or only one is "unavailable" the below info is relevant

We replace content daily in order to upgrade the quality of the movies and shows, when this happens the original copy is first deleted, and once the new copy is post-processed, it will be added as a replacement - During this time-frame, the original will appear "unavailable", in this case you simply wait and scan again later.

After this, duplicate items may appear for a movie or a tv episode, in this case, empty trash on your library

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The mount drives on your node/Appbox are unmounted

If this is the case, you will find several items "Unavailable", usually several hundred, if not thousands of items both in TV and movies

If this happens, simply reboot your appbox to remount the folders - Reboot via the "Restart" button on https://dash.tixehosting.com

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None of the above solutions worked?!

1. If its only a few items, and not the majority of the library, please report the tv show/movie via the request lounge

2. If its all the items in your library, or a majority, please submit a ticket on https://dash.tixehosting.com

 

Missing metadata?(Posters, artwork etc)

Missing metadata in plex is normal, sometimes the server will simply fail to grab metadata, sometimes the issue will be at plex.tv - Theres ways to correct this, and we will go over this here

Missing metadata can also indicate that the server haven't been rebooted lately, or is not being properly maintained

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The "Fast" but "Annoying" way

1. Enter the library in plex thats missing posters, and sort it by "Date added"
2. Shift + click the first item missing metadata, scroll down a few rows and then click(while holding shift still) the last item, to mark multiple items at once
3. Click the 3 dots top right, then "refresh metadata"
4. Keep doing this until all metadata is back

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The "Slow" but "Less annoying" way

1. Hover over the library missing metadata, and follow below image

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I have tried everything and nothing works!

If step 1, 2 and 3 above in combination didn't work, it is most likely a corrupt database - a re-deploy of the server would be required.
Please open a ticket to get further assistance!

4K movies not working?

Are 4k movies not starting on your server? Spinning circle? Or "Transcoder exited due to an error?"

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4k movies and their limitations

Streaming 4k requires a 100% compatible 4k device, and plex app - Transcoding of 4k is not allowed as this requires a lot of server resources, due to this, 4k is only meant to be "Direct played" to prevent resource starvation on the servers.

 

In order for you to direct play 4k, your device must meet basic requirements;

• The device must support HEVC(Video codec)
• The device must support the chosen audio codec(AC3, DTS, TrueHD or similar)
  • In most cases, a movie or tv show will have multiple audio tracks. If your device doesnt support one track or the other, it will transcode, try changing the audio track to something your device supports
• The internet connection of your device, should exceed 150mbps
• The device must be configured for max quality streaming within the plex app
• If you use subtitles, the device must natively support the subtitle format

Whether 4k will work for you, and the amount of "work" you must put in, in order to make 4k work on your device, will vary depending on your setup, the staff therefore CANNOT assist with questions such as "How do i direct play 4k movies"

Using 4k on plex requires some knowledge of both plex, the 4k media and your device - We expect that you, the customer, know or figure our how to use 4k on your setup yourself

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If you transcode 4k, you will experience the following symptoms

1. Your stream will crash, with the message "The transcoder has exited due to an error"
2. Your stream will never start, and spin endlessly trying to load

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How to debug why your device is transcoding

1. Go to https://app.plex.tv/desktop > settings > console > filter > type “mde” without the quotes
2. Play the video on the device in question
3. Examine the log entries with the MDE: lines, this should explain why plex is transcoding.

Errors streaming? Transcoder exited due to an error?

Learn how to troubleshoot transcoding errors, and how to obtain enough info for us to help you.

 

Transcoding errors, stream crashes.

The most common error will usually be "Transcoder exited due to an error" there can be many reasons for this error, some could be Tixe fault, some could be your fault, the user - It is important to know how to debug these issues, and how to identify whos at fault, so you can better inform staff via the manage page ticket system.

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Clear codec directory

Usually, transcoding errors can be fixed immediately by clearing the codec files

Navigate to your appbox dashboard, scroll down and click the button under "troubleshooting". If this doesnt solve the issue, please proceed to the next suggestion on this page

 

How to identify the cause of the error

1. Go to https://plex.tv/desktop
2. Click the settings icon, scroll down on the menu bar to the left, and click "Console"
3. In the console, top right - filter the view for "error", alternatively, type "mde" in the search box to identify transcode errors
4. Check the errors, note them down and provide them to us in a ticket

Mismatched content

Sometimes, plex will scan a show or a movie incorrectly - The file might be called "Bob" but plex will scan it as "Charlie", and thus you might think "Bob" is missing, when in fact its not.

 

To first identify a mismatched movie or show, you must first filter the library view by folders:

**Note** This has to be done via the plex web panel, via a web browser on https://plex.tv 

In this view, you will be able to locate the folder of a show, which usually correctly represents the actual show or movie. 

In this particular instance, im looking for "Lego masters UK" but im not finding it. By looking in folder view, i can see that a folder called "LEGO Masters (UK) exists

 

So we click the folder, then we click the season folder, which brings us to the episodes.

Now if we click episode 1, we will see what show its matched as. In this case, episode 1 is correctly matched as Lego Masters (UK) as seen below

Now lets go back, and click episode 2, because it seems we only have 1 episode in season 1, of "Lego masters UK"

Here we can see that episode 2, is matched as "Lego masters (DK)", lets confirm that this episode is in fact Lego Masters (UK) by checking the file info

Here, we can see that in fact, this episode is actually Lego Masters (UK), but for some reason the filename is wrong. If we play the episode, we can further confirm that its the UK show, and not the DK show

So how do we fix this now?. After clicking episode 2, we click the title of the show in the episode view, this takes us to the show in plex

Here, we need to re-match the show, so it merges with the UK version in plex.

Click "Search options" and fill in the name of the show it should be, and the year, or leave the year blank

Click "Search" and then check the result list, find "Lego Masters (UK)" and click it

Now, this is what Lego Masters (UK) looked like before we fixed this mismatch

As you can see, only 1 episode for season 1.

Now after we clicked the match result above, and matched the incorrect danish show, we see;

4 episodes in total. Now we will be able to find Lego Masters (UK) when we search for it.

This procedure can be used to identify mismatches for any show or movie, and to correct it.

In some cases, you might find that a single show contains 2 files, one file is the correct show, and another is the wrong show - The same procedure as above applies to resolve this issue, but before re-matching it, you must first click "Split apart". If this was the case with the above example of "Lego Masters (UK)" being identified as "Lego Masters (DK)" after we split it, we would have 2x Lego Masters (DK) in the library. 1 will point to the UK files, and 1 will point to the DK files. By clicking "Get info" on each file, you can identify which is which, and then you can re-match the right one.

 

 

Where is Money Heist season 5?

Due to issues caused by netflix buying the show, and metadata sources not agreeing on how to organize this show, you cannot assume it is organized correctly within plex.

Tixe holds 5 seasons of Money Heist, organized as season 1 through 5. On your appbox, you might only see 4 seasons, or 5 seasons with season 5 only having 2 episodes - The season 5 episodes are most likely merged into season 3, theres nothing you can do about it. 

Episode 1 and 2 might show in season 5, while 3 through 5 might be merged into season 3. In this case, click season 5 and play the 2 first episodes, to watch the remaining episodes, go into season 3, click episode 3,4,5 and click "play version", play the 2nd file to play season 5.

 

In the event all season 5 episodes are merged in season 3, follow the same procedure above, but for episode 1 and 2 as well

https://wiki.tixehosting.com/books/manage-page-faq/page/mismatched-content