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User246959
Contributor I
August 15, 2023
Answered

Error with Plex: "Unable to play [track] - the connection to Plex was lost"

  • August 15, 2023
  • 17 replies
  • 2432 views

Hello. I am currently unable to play any track in my Plex music library through my Sonos S1 system. I can see and browse music fine, but all playback attempts fail with the message shown the title. Further, I am unable to cast to any Sonos device from the Plex app on Android or Windows.

For an additional description of my issue, see this thread on the Plex forums:

Error Streaming to SONOS - Plex Players / Streaming Devices - Plex Forum

Based on errors generated in the Plex logs, this appears to be a TLS handshake issue with the Plex service. My issue is similar or identical to what several users have reported here on this earlier thread:

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

However, I have been unable to resolve it.

My Plex server is fully accessible outside my network. My router (eero) claims to support NAT hairpin, and I can see my Plex server from inside my network using my external ISP-assigned public IP address. I have deleted and recreated the Plex service in Sonos and restarted the Plex server to no avail.

My configuration is as follows:

Plex host: Headless install of Windows 11 Pro 22621.2134 on AMD Ryzen 9 6900HX
Plex Server Version#: 1.32.5.7349
Player Version#: SONOS S1 system (11.10.1, latest), all Plex client apps I have tried
Router: Eero Pro 6E mesh running software revision 6.15.3 (current)
LAN: mix of hardwired and wireless (most Sonos devices are hardwired)

I would welcome any thoughts or suggestions.

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Best answer by Corry P

Hi @User246959 

Thanks for reporting this. I was able to verify this on my own system, but also had trouble connecting to my Plex server via web on my phone to change the setting back - HTTP didn’t work (expected), but Chrome kept reporting that the SSL (Secure Socket Layer) implied with HTTPS was not working properly and that the connection was not secure, though I could connect using HTTPS in the URL. 

I’m not sure if it is related, but I also seem to have a problem getting my server’s Remote Access page to say that remote access is working, even though it is.

I’ve flagged this with the team and we’ll look into it, but I recommend also getting in touch with Plex’s support team.

If you don’t need remote access to your Plex server, one option would be to disable the Remote Access feature in the server settings - then it matters far less if security is used or not, as only devices on your network will be able to connect anyway.

I hope this helps.

17 replies

Show previous replies
Corry P
Corry PAnswer
Sonos Staff
August 16, 2023

Hi @User246959 

Thanks for reporting this. I was able to verify this on my own system, but also had trouble connecting to my Plex server via web on my phone to change the setting back - HTTP didn’t work (expected), but Chrome kept reporting that the SSL (Secure Socket Layer) implied with HTTPS was not working properly and that the connection was not secure, though I could connect using HTTPS in the URL. 

I’m not sure if it is related, but I also seem to have a problem getting my server’s Remote Access page to say that remote access is working, even though it is.

I’ve flagged this with the team and we’ll look into it, but I recommend also getting in touch with Plex’s support team.

If you don’t need remote access to your Plex server, one option would be to disable the Remote Access feature in the server settings - then it matters far less if security is used or not, as only devices on your network will be able to connect anyway.

I hope this helps.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    User246959Author
    Contributor I
    August 16, 2023

    Thank you @Corry P.

    I have opened a similar discussion and reported my findings on the Plex Forums, and hopefully their devs will see it. I will consider opening a support ticket too.

    I believe that “Preferred” is still the default setting for secured connection in Plex, even when remote access is enabled, so I’m not super concerned about the security risks. I imagine this is how most Plex servers are set up. But it would be nice to get this to work. I remember I changed this to require secure connections some time back, but I guess I never tried streaming from Plex on Sonos until recently.

    I appreciate the consideration.

      Ken_Griffiths
      Ken_Griffiths
      August 16, 2023

      Thank you @Corry P.

      I have opened a similar discussion and reported my findings on the Plex Forums, and hopefully their devs will see it. I will consider opening a support ticket too.

      I believe that “Preferred” is still the default setting for secured connection in Plex, even when remote access is enabled, so I’m not super concerned about the security risks. I imagine this is how most Plex servers are set up. But it would be nice to get this to work. I remember I changed this to require secure connections some time back, but I guess I never tried streaming from Plex on Sonos until recently.

      I appreciate the consideration.

      Yes, FWIW, both my Plex servers network connection are set to the (default) ‘preferred’ setting and I’ve tried the setting as ‘required’ and found it doesn’t play the tracks in the Sonos App, but I can still view the entire library/tracks. The App even appears to load selected track(s) to the queue, but then fails in their playback … I quickly used an https secure connection to the Plex server to change it back to ‘preferred’. It will just stay at that default for now. Glad you got things sorted @User246959. 👍

      Pavan PVNN
      Lyricist II
      October 2, 2023

      I have same issue… my Sonos speakers are on one router and plex server is on another one.. I dont see issues watching movies, but issue is with only songs.  When I check logs, connection is coming from outside network.  

      When I use plex amp the connections are similar and works ok, but when triggered with Sonos app it fails. Remote access is enabled in configuration, and it shows working.

      I cannot move server onto same network IP. 

      Pavan PVNN
      Lyricist II
      October 3, 2023

      Able to fix it.

      For some reason Sonos app only works when I disable remote access by removing port forwarding in router.

      Now app uses WAN for connection and everything works as it is supposed to. 

        Pavan PVNN
        Lyricist II
        October 3, 2023

        One more  issue, Sonos app stops working when upgraded to 1.32.7.7571.  

        It is working properly when on 1.32.5.7328

        I did not test versions in between. 

        Who needs to fix this Sonos or Plex ???

        Pavan PVNN
        Lyricist II
        October 3, 2023

        Looks like Plex upgrade caused the issue.  I have to revert to 1.32.5.7328. 

        1.32.7.7571 did not work. 

         

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