Can no longer remote stream 4K - Been trying to fix this for days now plz help. THX!

[MrSil]

Lifetime Plex Pass member, first time posting. I have a Synology DS920+ on a 1GB Fibre that speedtest.net says is 800-950Mbps down and 700-800Mbps up depending on the day. I’m trying to grant access to my Dad who lives in another state. He has Comcast 1GB down speeds. I bought him an nVidia Shield Pro (2019) model and it was all working great. For the past 2 weeks though, his bandwidth seems to be capped at around 20Mbps and can’t stream any of my movies as a result.

I’m semi-savvy, but not when it comes to all of this NAS network stuff, so if you have any ideas, I’d love to hear it. Not sure why it was working and not it is not. I’ve been on the phone with the ISP, have tried multiple versions of PMS, tried it on an nVidia Shield and an AppleTV 4K. Works fine for me locally (as long as I keep the original quality and don’t try to transcode it), but the remote falls down. I’ve attached the logs–hopefully I did it right.

Been at this for hours over the past couple of days and am at a loss. Appreciate and tips/support/help/“you’re an idiot, you should have done it this way” advice you have.

Server Version#: 1.32.3.7192
Player Version#: SHIELD Android TV (don’t see where it gives the version number)
ServerLogs.zip (5.7 MB)

<If providing server logs please do NOT turn on verbose logging, only debug logging should be enabled>

[ChuckPa]

Go into the app settings (Your Dad’s) → Quality.

You’ll see the desired quality (bitrate).

Given you both have ample up/down speeds, Check it is set to Original (which is Maximum bitrate )

(Sometimes the bitrate falls back after an update)

[MrSil]

Thanks for the quick reply!

his quality is at Original.

Under my server’s “transcoder” I have the following:

I’ve been messing with these settings, so not sure if I turned something off inadvertently.

Under “Remote Access”, I’ve set the Internet upload speed to 720 Mbps and "Limit remote stream bitrate to “Original (No Limit)”.