Streaming/Viewing issues of media files

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The first action needed when facing device related issues is verifying that all physical connections (power cord, USB, Ethernet) are intact. In cases where media files can not be streamed or viewed, here are some basic troubleshooting point-outs that could resolve:

1. When did you upload the media files onto your device?

If you recently attached your hard drive to your Pogoplug and your hard drive has a lot of video and photos on it, the Pogoplug needs to process all of the media first. Any other actions taken on the Pogoplug during this time will slow down the Pogoplug. You can control the media settings on the media settings page on my.pogoplug.com. It's best to let this process finish completely before accessing your Pogoplug in any other way. We don't have a benchmark, but a 1TB I remember that was filled with videos and photos took a few days to complete the media processing.

2. Is it possible that media process is still taking place in your drive?

To find out whether transcoding is taking place in your account, log into the webUI > Click on 'Settings' > 'Media' > If any files are being processed, you should be able to find a green progress bar at the bottom of the page.

 

3. Power-cycling the device is likely to sort out different issues

- Safely unmount your hard drive from http://my.pogoplug.com using the eject icon next to the folder representing your hard drive(if possible)

- Power down your Pogoplug and attached drive. Physically detach your USB drive from Pogoplug

- Power-cycle your local network router

- Power up your Pogoplug, wait for a solid green led

- Now attach your USB drive

 

4. Scanning for errors can resolve drive inconsistencies (I/O errors and such)

USB i/o error could be caused by a faulty USB cable, the connection getting bumped or a power issue of some kind:

A) Safely unmount your hard drive from http://my.pogoplug.com using the eject icon next to the folder representing your hard drive(if possible).
B) Power down your Pogoplug and attached drive. Physically detach your USB drive from Pogoplug.
C) Attach your drive to your PC/Mac
D) Power-cycle your local network router.
E) Scan your drive for errors (check/repair disk)
F) Safely remove your drive from your PC/Mac
G) Power up your Pogoplug, wait for a solid green LED on the front of the Pogoplug, power up your hard drive (if this is the case), and then reattach your hard drive to the Pogoplug

5. Forcing a drive re-index process

Deleting the hard drive's .cedata folder may be able to fix some inconsistencies on your attached drive. Be advised that executing the following instructions will re-index your entire drive, therefore depending on the amount of content, it may take a while before files can be accessed again.

A) Safely unmount your hard drive from http://my.pogoplug.com using the eject icon next to the folder representing your hard drive.
B) Attach your drive to your Windows PC, allow it to be discovered.
C) At this stage, you will need to set your operating system so that it displays 'hidden files' (Mac | Windows).

D) Navigate to the root of your USB external drive.
E) Delete .cedata folder and ceid file. Please make sure to remove the deleted files from the drive's recycle bin when doing so.
F) Safely unmount your hard drive from your computer using the OS Safely Remove hardware  applet
G) Power cycle your Pogoplug, wait for a solid green LED on the front of the Pogoplug.
H) Power up your drive, and attach to your Pogoplug.

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