"Fully accessible outside your network" but I can't access it through my phone's LTE

Plex Media Server Remote Access
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Server Version#: 1.28.2.6106 (TrueNAS Core, manual install in a jail)
Player Version#: Android 9.7.0.34811 (e3f8b122) - also the latest web version from another computer

While my remote access settings tells me constantly that it’s “Fully accessible outside your network”, my Android phone can’t connect to it while on LTE, and my laptop can’t connect to it either while going through my phone’s LTE connection by wireless tethering.

I’ve tried the following:

  • Using UPnP and not specifying a port in Plex
  • Not using UPnP and manually specifying a port, forwarding it through my router
  • Disabling my router’s firewall
  • Ensuring that my router’s DNS client points to Google’s DNS server
  • Setting a DDNS service on my router
  • Reboot the router
  • Clear the data in my Android apps and log in again.

It seems the issue is happening on my end only, as after the troubleshooting steps I’ve mentionned before, a friend of mine was able to stream with his phone on the cellular network.

Here are some server logs that seem to reveal that it’s an issue with the secure connection:

Aug 28, 2022 13:23:59.933 [0x806814300] Debug — CERT: incomplete TLS handshake from [::ffff:142.169.18.26]:32648: stream truncated
Aug 28, 2022 13:24:30.023 [0x806814300] Debug — CERT: incomplete TLS handshake from [::ffff:142.169.18.0]:40549: stream truncated

If anyone can help, it would be great. Thanks!

2

Can you connect to your server from outside your home network using a different connection?

Here’s some more troubleshooting steps you could try to verify your remote access is actually working:

3

Hi there,

Thanks for the fast reply. I’ve just tried with my iPad on a public wifi and it worked. I think it’s related to my phone at this point. I’ll try the troubleshooting later.

4

Before starting the troubleshooting… check out what information are being shown on the “Now Playing” tile of the server’s dashboard while you’re streaming remotely from your iPad. If the connection is showing as remote, you should be good – if it’s showing as indirect you can give that troubleshooting some look.

Otherwise it could be as simple as your mobile data provider blocking certain ports or types of communication.

5

I’ve asked a friend to stream from their home and it did say Remote. I think the problem really is in my phone or the carrier. I’ll check that out on my end. Thanks!

6

What carrier do you have? Does your friend have the same carrier?

7

As we both are in Quebec, Canada, I was on Koodo (Telus network) and he was on Videotron. Not long ago, I was on Fizz (Videotron network) but I came back to Koodo, as I preferred that carrier overall, and if I recall correctly, it used to work on Koodo as well before I switched to Fizz.

8

The problem solved itself after I went out of town and came back!

Thanks!

EDIT: Actually no, it went back. I think I’ll contact Koodo about this.

9

So yesterday I’ve called Koodo and after some attempt at resetting my own LTE connection on their end, it did not fix the issue, and that the problem is not on their end. It seems there’s an issue in either my server, my phone app (even after reinstalling it) or the Plex service itself.

10

You can further pin this down yourself by going through the troubleshooting steps linked above. No need to guess.

11

I have to admit I haven’t gone through those yet. I will do later today and post some news here after that. Thank you.

12

I went through the troubleshooting guides and they didn’t help. I couldn’t check the Double-NAT situation as I couldn’t get my phone’s IP, but it could connect to another application in my server.

I got the log from my Android app and I feel like these two lines can help.

09-18 16:31:22.229  i: Time out fetching https://172-105-98-20.4c55a73e637a439f9efb91599e3955e1.plex.direct:8443/media/providers?includePreferences=1&X-Plex-Token=...rAU.
09-18 16:31:22.231  w: [MediaProvidersApiClient] GAB-PLEX Couldn't fetch providers. Result: Error (null)
13

You don’t need the IP of your phone or those client logs

14

Ok, so what should I do? The troubleshooting posts you gave me didn’t solve my problem.

15

To what exact findings did you go through them?
Starting with… is your router accessible using its public / WAN IP address and the port from your port forward?

16

I just tested on this site: https://canyouseeme.org/
and yeah, the port I’ve chosen for Plex is accessible.

17

It seems to have been fixed by itself now! Thanks for the help!

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