Trending Lyricist I

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

Forum|Forum|4 years ago
December 1, 2021
40 replies
3424 views

Sonos version: 11.2.13

Plex version: 1.25.0.5282 (same issue encountered with 1.24.x.x)

Plex running in Docker container on an HP MicroServer serving music stored on same server. Plex app works fine and can browse/stream music from internal LAN and from outside LAN. Sonos app can browse music on Plex fine.

Until recently, I’ve been able to stream Plex music to SONOS without issues. It stopped working a couple of days ago. A new Plex update became available today and I’ve tried that with no success.

Problem description:

I believe the following are related issues as they started at the same time.

Variant 1:

Using the SONOS appFind and select track from Plex. When Sonos attempts to play track it reports error:

Unable to play track '<track name>' - the connection to Plex was lost.

Variant 2:

Using the Plex web app, the cast locates SONOS boxes but when trying to connect reports:

Playback Error
An error occurred loading the media being played on "<sonos device>".

Expected behaviour:

SONOS plays music as expected. Plex app is able to connect to and stream music to SONOS device.

Troubleshooting so far:

No errors detected in Plex logs
Tried rebooting all network devices
Tried reauthorising Plex with Sonos
Tried removing/re-adding Plex in Sonos (including removing app approval in Plex)

As far as I can tell, my network is fine. I was able to play tracks the other day and can’t play anything now. Plex app works as it should so don’t think the problem is there. I’ve run out of ideas to try now, and have been unable to get through to the support chat

Does SONOS or anyone else have any idea where I can go from here?

Thanks in advance.

This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.

Show previous replies

controlav

Lead Maestro

FYI supported TLS ciphers that Sonos support are here: https://developer.sonos.com/build/content-service-get-started/security/

Author of the leading independent Sonos apps for Android, MacOS, iOS, Windows and Xbox.

J

jeffrey1681

Lyricist I

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

T

timmycAuthor

Trending Lyricist I

(Following this on both forums too)

It appears that the beta of Plex (post 1.25.3.5409, and so presumably the next release) removes the option to disable TLS so this will not be a workaround for much longer. (Also, disabling TLS prevents use of the Plex web app, app.plex.tv, from outside the home network).

My guess would be that Plex no longer supports whatever TLS ciphers are used by Sonos. I don’t know the full list of ciphers supported by Plex, but I suspect they’d be loathe to reintroduce any legacy ciphers that have presumably been depracated for security reasons. Therefore, I think the question is will Sonos update v1 of the app to support more modern ciphers supported by Plex? I think this falls into the ‘security and bugfix’ category rather than new features so hopefully it will be looked at.

controlav

Lead Maestro

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 apps for Android, MacOS, iOS, Windows and Xbox.

pwt

Virtuoso

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 | Era 300

Corry P

Sonos Staff

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

Virtuoso

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 | Era 300

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.

ratty

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, assuming there’s an ISP router. Forwarding inbound traffic therefore wouldn’t work, at least without jumping through some extra hoops.

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.

Show more replies

Sign up

Login to the community