Guest user unable to connect to server

[_luptak]

Server Version#: 1.23.3.4707
Player Version#: 1.33.0.2444-a220eae4

Several months back, I migrated my Plex server / libraries from an existing macOS server to a Synology. My primary user account is able to access my libraries as expected. However, I am just noticing that the Guest user that I have created as part of my Plex Pass account cannot access the server; if I try to find it via pinned sources, I get the following screen:
“Not authorized”
“You do not have access to this server”

I am not certain that this issue began immediately after switching to the Synology, but I cannot say with certainty that I ever validated that the Guest user did work.

Possibly relevant logs:

Jun 18, 2021 16:26:56.884 [0x7f13d8d43b38] DEBUG - WebSocket: client initiated close

Jun 18, 2021 16:26:56.884 [0x7f13d8d20b38] DEBUG - NotificationStream: Removing because of close

Jun 18, 2021 16:26:56.885 [0x7f13d8d20b38] DEBUG - handleStreamRead code 1: stream truncated

Jun 18, 2021 16:26:56.885 [0x7f13d8d20b38] DEBUG - Completed after connection close: [192.168.4.44:55750] -3 GET /:/websockets/notifications (5 live) TLS GZIP 471361ms 365 bytes

Jun 18, 2021 16:26:57.871 [0x7f13d8d43b38] DEBUG - Auth: authenticated user 1 as _luptak

Jun 18, 2021 16:26:57.871 [0x7f13d7946b38] DEBUG - Request: [192.168.4.44:56164 (Subnet)] GET /player/proxy/poll?deviceClass=pc&protocolVersion=3&protocolCapabilities=timeline%2Cplayback%2Cnavigation%2Cmirror%2Cplayqueues&timeout=1 (4 live) TLS GZIP Signed-in Token (_luptak)

Jun 18, 2021 16:26:57.871 [0x7f13d7946b38] DEBUG - Content-Length is -1 (of total: -1).

Jun 18, 2021 16:26:57.922 [0x7f13d8d20b38] DEBUG - Auth: Refreshing tokens inside the token-based authentication filter.

Jun 18, 2021 16:26:57.923 [0x7f13d8d20b38] DEBUG - HTTP requesting GET https://plex.tv/api/v2/server/access_tokens?auth_token=xxxxxxxxxxxxxxxxxxxx&unknownToken=xxxxxxxxxxxxxxxxxxxx

Jun 18, 2021 16:26:58.559 [0x7f13d8d20b38] DEBUG - HTTP/1.1 (0.6s) 200 response from GET https://plex.tv/api/v2/server/access_tokens?auth_token=xxxxxxxxxxxxxxxxxxxx&unknownToken=xxxxxxxxxxxxxxxxxxxx

Jun 18, 2021 16:26:58.560 [0x7f13d8d20b38] DEBUG - MyPlex: updating with 8 access tokens

Jun 18, 2021 16:26:58.560 [0x7f13d8d20b38] DEBUG - HTTP requesting GET https://plex.tv/api/v2/server/users?auth_token=xxxxxxxxxxxxxxxxxxxx

Jun 18, 2021 16:26:58.561 [0x7f13d7746b38] DEBUG - [MediaProviderManager] HTTP requesting GET https://plex.tv/media/providers?X-Plex-Token=xxxxxxxxxxxxxxxxxxxx

Jun 18, 2021 16:26:58.746 [0x7f13d8d20b38] DEBUG - HTTP/1.1 (0.2s) 200 response from GET https://plex.tv/api/v2/server/users?auth_token=xxxxxxxxxxxxxxxxxxxx (reused)

Jun 18, 2021 16:26:58.747 [0x7f13d8d20b38] DEBUG - HTTP requesting GET https://plex.tv/api/v2/server/users/subscriptions?auth_token=xxxxxxxxxxxxxxxxxxxx

Jun 18, 2021 16:26:58.908 [0x7f13d8d20b38] DEBUG - HTTP/1.1 (0.2s) 200 response from GET https://plex.tv/api/v2/server/users/subscriptions?auth_token=xxxxxxxxxxxxxxxxxxxx (reused)

Jun 18, 2021 16:26:58.909 [0x7f13d8d20b38] DEBUG - Auth: authenticating user as guest

Jun 18, 2021 16:26:58.909 [0x7f13d8d43b38] DEBUG - Auth: authenticating user as guest

Jun 18, 2021 16:26:58.909 [0x7f13d8d20b38] DEBUG - Request: [192.168.4.44:56167 (Subnet)] GET /media/providers (6 live) TLS GZIP Signed-in Token ()

Jun 18, 2021 16:26:58.909 [0x7f13d8d43b38] DEBUG - Request: [73.127.28.44:56168 (WAN)] GET /media/providers (6 live) TLS GZIP Signed-in Token ()

Jun 18, 2021 16:26:58.909 [0x7f13d8d20b38] DEBUG - Completed: [73.127.28.44:56168] 401 GET /media/providers (6 live) TLS GZIP 0ms 357 bytes

Jun 18, 2021 16:26:58.909 [0x7f13d8d43b38] DEBUG - Completed: [192.168.4.44:56167] 401 GET /media/providers (6 live) TLS GZIP 0ms 357 bytes

Jun 18, 2021 16:26:59.272 [0x7f13d7746b38] DEBUG - [MediaProviderManager] HTTP/1.1 (0.7s) 200 response from GET https://plex.tv/media/providers?X-Plex-Token=xxxxxxxxxxxxxxxxxxxx

Jun 18, 2021 16:26:59.272 [0x7f13d7746b38] DEBUG - [MediaProviderManager] discovered cloud provider (Movies & TV)

Jun 18, 2021 16:26:59.272 [0x7f13d7746b38] DEBUG - [MediaProviderManager] discovered cloud provider (Music)

Jun 18, 2021 16:26:59.272 [0x7f13d7746b38] DEBUG - [MediaProviderManager] discovered cloud provider (Metadata)

Jun 18, 2021 16:26:59.272 [0x7f13d7746b38] DEBUG - [MediaProviderManager] loading cloud provider details (Metadata) (alive: 1)

Jun 18, 2021 16:26:59.273 [0x7f13d7746b38] DEBUG - [MediaProviderManager] loading cloud provider details (Music) (alive: 1)

Jun 18, 2021 16:26:59.273 [0x7f13d7746b38] DEBUG - [MediaProviderManager] loading cloud provider details (Movies & TV) (alive: 1)

Jun 18, 2021 16:26:59.273 [0x7f13d7746b38] DEBUG - [MediaProviderManager] we had 3 cloud providers online, we now have 3

Jun 18, 2021 16:26:59.273 [0x7f13d7746b38] DEBUG - [MediaProviderManager] cloud provider (Metadata) is online and available

Jun 18, 2021 16:26:59.273 [0x7f13d7746b38] DEBUG - [MediaProviderManager] cloud provider (Music) is online and available

Jun 18, 2021 16:26:59.273 [0x7f13d7746b38] DEBUG - [MediaProviderManager] cloud provider (Movies & TV) is online and available

Jun 18, 2021 16:26:59.655 [0x7f13d8d20b38] DEBUG - EventSource: Got event [data] '<Message host="72.14.186.199" port="443" command="startRelay"/>'

Jun 18, 2021 16:26:59.655 [0x7f13d8d20b38] DEBUG - Relay: reused an existing key for https://downloads.plex.tv/relay/relay_v1.pub

Jun 18, 2021 16:26:59.655 [0x7f13d8d20b38] DEBUG - Relay: starting relay.

Jun 18, 2021 16:26:59.655 [0x7f13d8d20b38] DEBUG - [JobRunner] Job running: PLEXTOKEN='xxxxxxxxxxxxxxxxxxxx' '/volume1/@appstore/Plex Media Server/Plex Relay' '-p' '443' '-N' '-R' '0:127.0.0.1:32401' '-o' 'StrictHostKeyChecking=yes' '-o' 'UserKnownHostsFile=/volume1/Plex/Library/Application Support/Plex Media Server/Cache/relayHostKey.txt' '-o' 'LogLevel=VERBOSE' '-o' 'PreferredAuthentications=password' '-o' 'PubkeyAuthentication=no' '-l' '_luptak' '-F' '/dev/null' '72.14.186.199'

Jun 18, 2021 16:26:59.655 [0x7f13d8d20b38] DEBUG - [JobRunner] Jobs: Starting child process with pid 11403

Jun 18, 2021 16:27:00.577 [0x7f13d7946b38] DEBUG - [PlexRelay] Authenticated to 72.14.186.199 ([72.14.186.199]:443).

Jun 18, 2021 16:27:01.144 [0x7f13d7946b38] INFO - [PlexRelay] Allocated port 3377 for remote forward to 127.0.0.1:32401

Jun 18, 2021 16:27:05.625 [0x7f13d8d43b38] DEBUG - WebSocket: client initiated close

Jun 18, 2021 16:27:05.625 [0x7f13d8d20b38] DEBUG - NotificationStream: Removing because of close

[FordGuy61]

Plex Documentation → Plex Home → Managed Users

Can you access the Guest User via Switch User, after logging in with the server admin account?

The Guest User is a Managed User. It cannot sign in or access your server directly. The server admin, or other member of the Plex Home, must sign in first, then use Switch User to access the Guest Account.

I’ve PMS v1.23.4.4712 on a DS918+. Guest User is working on my system.

---

Using Plex for Windows v1.33.0.244:

[BigWheel]

@_luptak is it only the desktop app with issue? can the guest account access with Web app in browser at https://app.plex.tv or like Apple TV, phone app, etc

[_luptak]

@FordGuy61 yes, the Guest is accessed via Switch User, under my Plex login.

I have shared all libraries on my server with the Guest user:

and no restrictions:

However, if I switch over to Guest, I don’t see anything off my server (Erebor):

@BigWheel no, I see this problem manifesting on other apps as well. Signing in via Web, I don’t see any sources from my media server:

and on iOS, similarly I don’t see any libraries, and under “More” it shows my server as “Offline”

[_luptak]

As an update: I verified this weekend that other Plex users, whom I have shared my libraries with previously, are also unable to access my server.

I verified that on my phone, using the same wifi network, I was able to access the server remotely using my own user account (_luptak).

So, it seems to me that for some reason, no Plex users except my primary user account – not the managed Guest user, nor other users with whom I’ve shared – are able to access my server.

[BigWheel]

There was another user who had a similar issue recently and he ended up reclaiming his server and it fixed access issues for his users similar to issue you are having. So in General settings of server sign out, then claim it again from same page.

[_luptak]

That appears to have done it! Fantastic, thank you. My managed Guest user is now working as expected, and external users I’ve shared with can access as well.