I have a Synology NAS with the latest version of Plex on it. Everything seems to be set up correctly there, as I can see the server and access it very easily, both on my home network and remote.
I have UPnP turned on AND I have port forwarding turned on w/ internal and external ports set to 32400.
When I’m on my home network, it runs flawlessly.
When I’m remote, I can access the server, I can see the videos, but when I go to play a video, all I get is a black screen and then audio. Sometimes it puts up a single frame of the film.
This happens on both a remote device (such as a Roku) or a phone (iPhone)
I’m pretty certain that it’s something in my setup though because if I go through the Synology software and access the file directly, I can play it directly through VLC. It works fine. It’s just Plex that won’t play it!
Please recreate the failure then wait 1 minute for the logs to flush.
Download the logfiles (settings - server - troubleshooting - download logs)
and attach that ZIP
Thank you in advance for your help, @ChuckPa! Appreciate it. I’ll try to be fairly through in what I do to re-create.
I’m on a MacBook Air running Catalina 10.15.5 and using Safari (version 13.1.1 (15609.2.9.1.2)) I’m in Private browsing mode to start clean. I’m also currently on my home network, which is run through an Orbi RBK50 model
I’ve signed in and launched the app.
I navigate to my movies and play a film there, about 10 seconds of it, and then stop it.
Navigate to settings>troubleshooting>download logs. The zipped file is entitled ‘LogFile_V1 - Working’
Close the browser window. Open new Private browsing instance. Log-in.
Once I’m logged in, I tether to my phone as the external network and launch the app.
I select a different movie. Just in case it shows in the logs
The first movie I select gives me an error (Media file error).
The second one is stuck on loading.
The third one is playing.
The fourth one is stuck on loading.
The fifth one is stuck on loading. I wait about a minute. Nothing.
I stop everything go back to download the logs. This zip file is entitled - LogFile_V2 - NonWorking
Move over to my phone (the one my laptop was tethered to). I untether the laptop and am now using the Plex app on my phone.
I select a movie on my phone and it begins playing right away, black screen, audio only. I stop it, select another movie and it too begins playing right away, black screen, audio only.
Go back to laptop, refresh the page with the app running on my laptop.
Go to Settings>Troubleshooting>Download Logs. This file is called LogFile_V2 - NonWorkingPhone
That’s about it! Please let me know if I can do anything different or provide you any more info.
That did it! Man, this was absolutely KILLING me. First, I’m really sorry for not RTFM w/ the FAQs. I’m a little new to this ‘seeking out support’ thing, as I’m generally pretty good at eventually figuring things out. It didn’t occur to me that there’d be an FAQ for Synology.
To a large degree, this makes me feel a bit better because I would have NEVER thought the issue was with a broken Intel driver.
I’m really thankful for your quick knowledge on this. Thanks for the hand!
