Can't connect remote account to server

Plex Media Server Remote Access
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Server Version#: 1.32.7.7621-871abdb44
Player Version#: ?? latest Roku version
<If providing server logs please do NOT turn on verbose logging, only debug logging should be enabled>

I’m able to connect my father-in-law’s account to my wife’s Plex server if they’re within the same network. But, if we try from his home remotely, it won’t access the server.

I’m not sure what all needs to be switched on/off/etc., so any help would be appreciated.

Please note, times between your replies and mine might be awhile. If anything needs to be tried at his end, he doesn’t know how to do this, so it would be up to us when we visit a couple times a week. If it’s something that needs to be done on the server end, it could still take a few days before I get back to you. Same situation…we could only check out what we’ve changed when we’re at his place.

Thanks in advance.

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First verify if remote access is working for yourself, before trying to debug it for others.

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