All remote access (port forwarded) results in "Unable to play Media"

Plex Media Server Remote Access
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Server Version#: 1.24.4.5081
Player Version#: Android 8.23.1.28053 (f4932f7a), Web Version 4.67.1

I realized remote access wasn’t working from any devices outside the network. Testing went as follows: Firstly, via Android app on Wifi, my library displayed normally and played an mp4 normally. Upon closing the app and switching to cellular, the library loaded at a slightly slower speed, but trying to play the same file reports an immediate “Error: Unable to play media”

The NAS that Plex runs off of as well as stores its library was connected to my router, so I tried changing its connection to my Xfinity gateway, which I use solely as a modem (though it’s not on bridge mode). I added the default port forward of 32400, and Plex reports a good connection. However, playing via cellular gives the same error as before, on every piece of media I try.

Someone recommended I try disabling secure connections, but that blocked me from accessing my library from even within my network, and required me to connect directly to the IP of the NAS to disable it.

“Disable video stream transcoding” is enabled. (the NAS has a poor CPU/RAM and no GPU)
Manually Specified Port: 32400. Plex reports “Fully accessible outside your network.” Canyouseeme also reports an open port.
“Enable Relay” is enabled.
Here is a link to my logs.

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Hey, thanks for your reply.

leave Secure Connections set to Preferred.

Got it.

It seems that you have Remote Access working

Well… clearly not. It’s important to me because I’m sharing the device and Plex with a friend so we can both access our media. Our upload speed isn’t insane, but 20Mbps is more than enough to have two gaming livestreams going @ 6Mbps each, so I’d be surprised if it was a bandwidth issue.

You do NOT want to stop transcoding at all.

Understood, I’ve disabled the setting that disabled transcording, then restarted the NAS. Success so far! The .mp4 stream started with attempting to transcode down to 720p, but loaded for about 20 seconds before I switched the quality to “original file” - there was a little more buffering, but the video began to play! It looked and sounded good, so I’m not sure why transcoding needs to be enabled if it wasn’t actually doing transcoding (especially with the disclaimer that it may transcode necessary aspects even with the main setting disabled).

I tried again with an .mkv and let it buffer on 720p. Success as well! Though I had my eye on my NAS’s resource monitor and boy howdy did that CPU stick at 95%+. Playing original quality gave some more loading, but also seems to work fine. Frankly I’m surprised that it’s able to transcode at all, I seem to remember when I first tried it, it would play for a second, buffer for 10, play a second, etc.

In summary there: enabling transcoding fixed the issue and allows media to play on my Android phone over cellular. And to be clear, it seems there’s more than enough bandwidth to play the original quality of these files.

Finally, as far as I know, my media is already named properly. Since downloading Plex for the first time, I’ve had no issues with file names or having things be recognized. Did something in the logs make you say otherwise?

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I was gonna say! It seemed wildly out of left field. All good.

When you say keeping my files for streaming - is that implying having multiple versions of my media; one for local playback and one for outside access streaming? That seems cumbersome, even with the benefits you mention.

Well, progress is certainly progress, and if there are more snags that arise, I’ll be back. Thanks again.

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I’m having this exact same issue. What managed to fix it for you?

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Same issue here - music works fine, movies say Unable to Play Media, and nothing more.

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(+ @sambrooks )

For me, simply unchecking the “Disable transcoding” option fixed it. The NAS is still not very powerful so actual transcoding is slow, but the key is it then allows me to switch to “Original File” quality which works perfectly and at the highest quality.

I was under the impression that that option required no transcoding, but for some reason with the aforementioned option checked, it stopped every stream.

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