Server Version#: 4.145.1
Player Version#: 4.12.3
<If providing server logs please do NOT turn on verbose logging, only debug logging should be enabled>
I’m trying to diagnose my remote access issues. The server status says it is fully accessible outside my network. However, I can’t actually connect (using players that work fine on network).
I recognize that there is a non-trivial chance that I’m dealing with a double-NAT issues. However, for various reasons, accessing my ISP-provided router is a moderately complex exercise. If the server says that it is fully accessible, does that rule out a double-NAT problem? Or is it still possible that my actual problem is a double-NAT issue?
Remote Access means just that, accessing your Plex server from a Remote location (outside of your home).
If your playback devices are connected to your LAN (in your home) then Remote Access does NOT apply, but you do need to have internet access on your LAN so that the devices are able to connect to plex.tv.
If you are seeing a green tick beside Plex Settings > Server > Remote Access then that more than likely indicates that you do NOT have a Double NAT issue.
Double NAT usually occurs when you plug a second router into your ISP provided modem/router.
To bypass that Double NAT issue, you need to configure the second router and turn off NAT, that usually means putting the second router into Bridge Mode.
Bridge Mode effectively turns your second router into a non-managed network switch.
Once you have done that, all of your network configuration is done in the ISP provided modem/router and no network configuration is done in the second router.
Well that’s encouraging. I do see a green tick beside Plex Settings > Server > Remote Access but can’t access plex outside of my LAN on two different phones. Any suggestions for the best next step in troubleshooting?
Network typology is Synology NAS → wired connection → router → ISP-provided DSL modem.
The server side logs don’t appear to be registering an attempt to connect at all. I’m attaching the log from plexamp running on android. Please let me know what else would be helpful. Plexamp.log (192.2 KB)
Are you 100% certain that the ISP modem is actually only working as a “modem”, and not additionally as a “router” (i.e. performing NAT, DNS resolution etc.)?
Does the ISP modem have wireless antennas?
Is the only network wire on the ISP modem going into your router? Or are there more?
I am not 100% certain it is actually only working as a modem. It functions as a router out of the box. I managed to mostly turn that off when I set it up, but there could be some lingering issues. That’s part of the reason that I was trying to figure out if the server status “fully accessible outside my network” was enough to rule out ISP modem issues.
If that is not enough to rule out ISP modem issues, I’ll have to figure out how to dig back into it.
Jun 16, 2025 15:13:14.216 [Javascript] WARNING - DEVICE: Server connection https://172-104-235-55.a74ffd508b674a8282dfd086f3e22364.plex.direct:8443 didn't work for kojo: HTTP status -35
That is CURLE_SSL_CONNECT_ERROR, implying (possibly) some sort of proxy/middle person, or else not really hitting Plex server.
You can see it happening on command line:
$ ❯ curl https://172-104-235-55.a74ffd508b674a8282dfd086f3e22364.plex.direct:8443
curl: (35) LibreSSL SSL_connect: SSL_ERROR_SYSCALL in connection to 172-104-235-55.a74ffd508b674a8282dfd086f3e22364.plex.direct:8443
great, thank you. It sounds like the modem in the middle is a likely culprit. I’ll spend some time poking around there to see if I can get it straightened out.
