Plex integration: "Unable to play '[track]' - the connection to Plex was lost"

  • 1 December 2021
  • 40 replies
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40 replies

Ken_Griffiths

I think the Plex issue maybe known to Sonos already, as there was a ticket open for investigation a short time ago. I’m basing that comment on this thread …

I’m still seeing the issue too from time to time with my Plex server and plex-pass.

Corry P
Userlevel 7
Badge +18

Hi @pwt  

Yes, still not working for me. Latest versions of everything.

That’s unfortunate. If you happen to find anything out about what’s going on, please update us here. Thanks.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
Ken_Griffiths

We are unable to reproduce this issue. This is good for other users, but it makes it harder for us to help you all here.

@Ken_Griffiths - I’m told you have a different issue than the others - no NAT Loopback will prevent Plex from working.

@pwt & @timmyc - Could you please let me know your current Plex server network settings.

Just to briefly mention, I did liaise with Plume support over the (on-going) NAT loopback issue and now with the latest Plex server update too and assistance from Plume, I have Plex now working on all platforms including Sonos and can at last enjoy my Plex lifetime pass.

Great for when travelling/camping around the UK to be able to access my home music/media library and play to the Roam (or Move). So all’s well that ends well.👍

controlav
Userlevel 7
Badge +23

Errors during playback have nothing to do with the app: its the speakers that reach out to the Plex service. I already posted the list of supported ciphers. I don’t believe that list is different between S1 and S2. You need to ask Plex what is going on.

Author of the leading independent Sonos app for Windows, the only Sonos app for Xbox, and a Sonos app for iOS
J

Updated Plex to 1.25.3.5409 today, but still the same issue.

@controlav - That doesn’t help because I have no control over the ciphers that the Plex integration within Sonos is using. I’ve posted this on the Plex forum as well to see if they can provide any assistance. It’s unclear to me whether the problem is on the Sonos or the Plex side.

https://forums.plex.tv/t/sonos-incomplete-tls-handshake-no-shared-cipher/770461

C

Chiming in to say I have the same issue as described above. It’s intermittent: from the Sonos app (S2 everything) I can browse music from Plex and start an album. Sometimes the whole album will show the error, one after another. Sometimes just a few songs, then randomly it will start playing one. Sometimes no issue.

I’m not on Plume, but Unifi.

Ken_Griffiths

Chiming in to say I have the same issue as described above. It’s intermittent: from the Sonos app (S2 everything) I can browse music from Plex and start an album. Sometimes the whole album will show the error, one after another. Sometimes just a few songs, then randomly it will start playing one. Sometimes no issue.

I’m not on Plume, but Unifi.

Maybe try the Sonos system setup in SonosNet mode by wiring one Sonos device to your primary unifi Hub/Router and see if that may perhaps resolve the intermittent issue for you.

T
Userlevel 1
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Apologies for the delay responding.

I’ve just tested this issue again and I can no longer reproduce this either, despite the problem persisting for months previously with various versions. Seems like something has changed in the Plex/Sonos integration or something that was cached has expired (I’d restarted everything multiple times previously to no avail).

For reference, I’ve been running Plex in a Docker container on an Ubuntu server. External port access and NAT hairpinning are all fine.

I forgot to note what version of Plex I was running before, but it started working there. I’ve just updated to 1.25.6.5577 (which only has ‘preferred’ and ‘required’ as secure connection options) and it works in Plex internally (e.g. 192.168.x.x), in Plex externally (e.g. 80.x.x.x), via app.plex.tv and from Sonos. i.e. all seems to work everywhere so looks to have been resolved. For me, at least…

pwt
Userlevel 7
Badge +20

This problem has existed for months. No-one at Sonos or Plex appears to care:

https://forums.plex.tv/t/sonos-playback-from-remote-plex-server-fails/738181

4 x P:5 | Sub | 4 x P:1 | 3 x Connect | 2 x Boost | Connect:Amp | 2 x One | Amp | Move | Port
Corry P
Userlevel 7
Badge +18

Hi @timmyc 

I’m glad to hear that the issue, for you at least, now seems to be resolved - thanks for sharing those details, and for updating us all here.

Is anyone still able to reproduce this issue after reboots and updates?

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
Corry P
Userlevel 7
Badge +18

Hi @timmyc 

Would you please submit a diagnostic and reply here with the number given immediately after recreating this issue? Thanks. 

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
pwt
Userlevel 7
Badge +20

Hi @timmyc 

Would you please submit a diagnostic and reply here with the number given immediately after recreating this issue? Thanks. 

Thanks for taking a look at this.

Here’s a diagnostic from my S1 system, connecting to a remote Plex server: 517105511

This diagnostic is taken just after a search in Plex for an album (successful), followed by three unsuccessful attempts to play a track from the album with the error message: “Unable to play 'Breakwater House' - the connection to Plex was lost.”

4 x P:5 | Sub | 4 x P:1 | 3 x Connect | 2 x Boost | Connect:Amp | 2 x One | Amp | Move | Port
Ken_Griffiths

Exact same  issue/error message for me too @pwt 

Diagnostic: 380152644

I have plex pass and have forwarded TCP port 32400, using UPnP (and have tried the port manually forwarded too). The online server access/share is confirmed on the Plex server as working and has the green check-mark.

The Plex server software is bang up-to-date on the NAS .

The native Plex App works absolutely fine for me both locally and remotely and finds all my Sonos products on the LAN. I can ‘connect’ to a Sonos room and play tracks from my plex server library with no issues at all from the Plex app itself.

The same NAS (plex) library is accessible locally too as a Sonos (SMB) library aswell and that sharing method works fine via a Sonos App Library share. 

I can goto a track/album in the Plex native App and play it on a Sonos Room and see the track/Album in the Sonos App room queue and all plays fine, but as soon as I go via the in-built Plex service in the Sonos App (even selecting the same track/album) I always get the error message ‘the connection to Plex was lost’. I can browse the Albums and on selection the Album tracks will even all load to the chosen room queue but then it just doesn’t play.

Researching online has led me to think the issue is possibly related to my router in my own case, which is ‘Plume WiFi’ and the suggestion from others, is that my router does not support ‘NAT Loopback’ and that is blocking the Sonos service from working. I just haven’t been able to confirm this with anyone. Nor can I find a way (yet) to resolve the matter.

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Ken_Griffiths

Researching online has led me to think the issue is possibly related to my router in my own case, which is ‘Plume WiFi’ and the suggestion from others, is that my router does not support ‘NAT Loopback’ and that is blocking the Sonos service from working. 

A passing observation: Unless the Plume is in bridge mode you’ll be in double NAT. Forwarding inbound traffic therefore wouldn’t work, at least without jumping through some extra hoops.

The ISP supplied router is in ‘modem mode’. So no bridge/double-NAT.

Ken_Griffiths

Others online have suggested to me to actually bridge the Plume pods as Wifi access points and switch back to using the ISP router instead, which is a VM Hub-6ax and should support NAT loopback (perhaps). It appears others have had success with this, but I prefer to stick with the Plume service at the moment because of other things that their service provides - I can still use the Plex service with Sonos through the native Plex App - it’s only the Sonos in-built plex service that does not work for me.

I think I’m just going to have to live with the issue, but would be nice if Sonos/Plume could resolve the matter and allow the service to work in the same/similar way as the Plex App itself. I have written to Plume Support too in the (now-distant) past.

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