Troubleshooting Plex Integration

Common Error Messages

"Cannot connect to server"

• Ensure your Plex server is running

• Check that your Vision Pro is on the same Wi-FI network as your server

• Verify that your server is properly configured for remote access (if accessing remotely)

• Confirm the account associated with the remote server is subscribed to a Plex Pass

"Playback error" or "Unable to play media"

• The file format may not be supported

• The media might be corrupted

• Your server may be struggling to transcode the content

"Authentication failed"

• Double-check your username and password

• If using 2FA, ensure you're entering the correct code

• Try resetting your Plex password and reconnecting

Playback Stuttering or Buffering

If your content stutters or buffers frequently:

• Check your network connection quality

• Lower the playback quality in the Plex settings

• Ensure your Plex server has sufficient processing power for transcoding

• Try restarting your Plex server

• Move closer to your Wi-Fi router or use a wired connection for your server

Performance Optimization 🦾

For the best Plex experience in Theater:

• Use direct play compatible formats when possible (MP4, H.264)

• Ensure your Plex server has adequate CPU for transcoding when needed

• Keep your Plex server and Theater app updated to the latest versions

• Consider using a wired network connection for your Plex server

Subtitles or Captions

If you are unable to access available subtitle files, please try enabling the option to "Always transcode media".

The “Always transcode media” option appears on the right hand corner of the Plex media browser, just to the left of the Login button. Tap the 🎚️ “Controls” icon to access it.

Gathering Logs for Support

If you continue experiencing issues, our support team may need logs to help:

1. In Theater, go to ⚙️ “Gear” icon for Settings > Debug Log > Export debug log

2. Save the logs to your Vision Pro

3. Email the logs to feedback@sandwich.vision with a description of your issue

Still having issues? Oh no! Please contact our support team at feedback@sandwich.vision and thank you!