I’m using an Arris Surfboard SBG6782-AC and I can’t seem to get it configured to allow remote access to my PLEX server. Anyone else have experience/advice/suggestions to help me out? I’ve checked YouTube videos and search engines to look at my options. Nothing seems to be working.
It looks like the manual for that model of Cable Modem is located here: http://surfboard.com/wp-content/uploads/2016/05/ARRIS_SURFboard_SBG6782-AC_User_Guide.pdf
Pay attention to pages 62-64, as this covers Port Forwarding. You are also going to need a static IP, which those pages have you set on the client device (PMS machine) instead of on the router/modem itself. This will work, but could cause problems if you move to a different router/modem in the future.
After that, go to http://canyouseeme.org and test the port you set. It should give a success when you do this test. Anything else and it’s going to require a bit more troubleshooting.
I looked at those pages. I don’t know if I need a firmware upgrade (which I also searched with no success), but some of the options listed in the PDF are not options in my version, specifically the “enable port forwarding” on/off option. I’ve messed with the UPnP as one of the PLEX pages suggested, but that didn’t do anything either. Getting frustrated. I’m on a Linux Ubuntu OS. The PMS I have on a Windows laptop connects flawlessly, but I’m mostly on Linux.
I searched online and found that this modem can NOT be put into bridge mode… 
That would be the last thing I would suggest. Putting the modem into bridge mode, then use another good router between it and the rest of your network. As this modem can’t be used in this manner, I’m out of suggestions. Short of buying your own cable modem that CAN be used in Bridge mode, and a good prosumer router.
@dvarve do you know if your router has upnp? If it does then forget manually port forwarding and tick the option for Plex to manage the remote access however this isn’t as reliable.
Thanks for looking into it, Mike G!
jbac, yes, it does have upnp. One of the PLEX pages suggests toggling the UPnP on and off, which doesn’t seem to be doing anything. I’ll mess with it some more. Thanks.
I’d recommend buying a better cable modem, one that supports bridge mode. Then I’d suggest buying a separate router, one that is actually good at the job of being a router.
I always recommend to people that they separate out the devices that handle being a cable/DSL modem, and what acts as their router. I’m going to be staking it step further and separate out my router/firewall devices and my wireless access point, to improve my network further.
Sometimes it’s the simplest of solutions. I guess I’ve been tinkering with my router settings too much. A security camera went down and a tech talked me through getting it back online. We had to resort to resetting the router to factory defaults, and viola! Remote access is enabled once again! I didn’t even need to mess with the port forwarding. I was pretty sure it was remote accessible before, so I was curious that some were finding that this router had some limitations. It’s been serving my needs, for the most part. At any rate, I got it resolved, and I really do appreciate that you guys took the time to look up some of the stuff you mentioned, and for trying help me out. I have an Nvidia Shield server all set and can access my content all the time now!
OK, this is seriously starting to piss me off!! I know my router will work remotely. It’s been functioning fine for the last week, with the indicator showing that I have Remote Access. Today my WiFi was acting funny, so I unplugged the router, and when it came back on line my server was no longer accessible by remote. I didn’t change anything to my router settings, and I couldn’t get it come right itself, so I once again reset the router to factory settings and tried again with no luck this time. From the feedback I’ve been getting, I’m sure it’s a crummy modem/router combo, but I know for a fact that it can be accessed remotely as I have succeeded in the past. Any ideas of where I may be able to resolve the issue? Would Motorola/Arris have a page or a discussion group that could walk me through? I suppose I’ll go look, but if anyone else has any other suggestions I’d appreciate it.
Hi
I experienced a very similar problem with Netgear and Time Warner cable modem/router combo.
Is your modem/router combined? Is it supplied by a cable company?
I found in the Combo devices supplied by time warner (Or Compatible purchased combo router/modems) Port Forwarding is disabled in firmware. That fact is not documented ANYWHERE. I suspect this is the same on many other ISP supplied modems. LOL Learning this cost me HUNDREDS of dollars to sort out!!
What I suggest and did was have the ISP come get the combo router and just put in a good DOCSiS 3.1 modem (Not a combo) then put my own Nitehawk router in.
Solved all my problems…
And if the cable co. updates its service requiring a new modem. They only need to change that as your router is independent and will work with all modem only devices.
Oh… BTW. The re-boot and losing remote could be that your PMS box does not have a Static IP set.
I also do not recommend having uPnP turned on since that is actually a security risk…
Hi jjrjr1–It is a combo, but I have had it work for me in the past. I just spoke with a couple of techs for Time Warner, and I even contacted Motorola/Arris (the modem/router manufacturer) with no luck. I’ve tried establishing a static IP address in the past with no luck. I’ll have to mess it with it some more. If all else fails, I’ll just need to get a different modem router set up. Thanks.
I had the exact same experience with the Time Warner combo modem.
Worked for a while then just stopped.
You see in the combo device Time Warner owns the firmware and can and does update that software when ever they want to.
The Modem Firmawre is not separate from the Router Firmware.
It took me weeks and many conversations with TW techs before I was able to drill down enough till they finally admitted it.
They also told me they had NO plans to update to firmware that CAN Port Forward.
Your situation sounds exactly like I experienced.
I bet you get rid of the combo all will be OK!
Here is my post from almost a year ago describing my experience.
Oh and BTW my original TW combo Modem/Routers were
- Aris (This one originally worked then mysteriously stopped working after some time. Prolly a TW software update)
- Technicolor (I even called technicolor in the UK and was told that disabling that and USB HDD support were speced by TW)
- Netgear C6300 Combo unit I purchased. (As you can read about in the above link… LOL))
I had TW replace the Combo with a plain DOCSIS 3.1 Modem (They Used a Motorola) and I put in the top end Netgear Nighthawk Router.
All works GREAT.
Now when they go to 1gb download here in Los Angeles, I do not need to change my router.
Thanks again. I own my modem/router. Paid a few bucks for it just two years ago, so I’d hate to have to ditch it, as it works well for most of my needs. I think I jumped through enough hoops and threw everything at the wall until something stuck and actually got the Remote Access to work again. I fiddled with the “Reserve IP Address” option on my DHCP settings and that seems to have done the trick. Fingers crossed that it will stay that way!
I’m a little shocked @jjrjr1 didn’t steer you to this support document: https://support.plex.tv/hc/en-us/articles/200931138-Troubleshooting-Remote-Access I’m sure in one of his many threads during that time he was likely pointed to this document…
Specifically, when you look at the Manual Port Forward section it tells you that you need to specify a static IP to your server. This is a REQUIREMENT for manual port forwards for most routers. And on many routers, you can’t even specify a forwarded port unless it’s to a static IP. Other routers handle any port forwards as though the device is static, even though not specified, reserving the IP for that given device in any future reboots/resets.
As long as you have specified a static IP, and you have designated a port forwarded to it, you should be good to go. I don’t know why Plex hasn’t made this a required setting someplace, because 90% of the remote connection issues people have can be solved through this one thing…
