Is there a way to just set the server to original settings without having to re-organzie all 8TB of media back in to the several folders I have? It worked great for years. Then one day, when RCN added Eero to the mix, it stopped working remotely, and now clients won’t even see the server on the same network (either via wifi or ethernet). It would be REALLY great if we could actually talk to someone, since I have paid for Plex Plus for over seven years now. Really really annoyed.
There is no extra support because you have a Plex Pass. If something changed on your ISP that is now blocking remote access, not sure what Plex can do to help. Have you gone through the remote access troubleshooting guide https://support.plex.tv/articles/200931138-troubleshooting-remote-access/.
If you’ve tried all that, then do the following:
- restart PMS
- wait 3 minutes without doing anything
- grab the logs and upload them here
Uh…I guess you missed the point of my email which was that I know you don’t get extra support. That’s the problem. in fact, you don’t actually get any support, only forums and fingers crossed someone out there can explain it to you in language that doesn’t mimic IT expert jargon. the Troubleshooting guide does not and has not ever offered any real help when you don’t even know where the trouble is. And you add “grab the logs and upload them here” like all of us even know what that is. It’s just aggravating that while everybody gushes about how great the plex company is (as you love to mention in all your blog posts), you’ve managed to get that response without ever offering phone support to anyone ever. And if that response makes you feel like that’s fine with us all, let me be one of the many I’ve spoken with who think it’s ridiculous.
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Sorry. I assumed that since you’ve been a long time Plex user and a long time user on these forums that you would understand. Here are instructions on getting the logs. Plex Media Server Logs | Plex Support
We don’t offer phone support because most issues are too complex to be handled over the phone. How would you provide me the logs I just requested?
Sometimes the solutions are also complex and going over them over the phone would not be easy. Using the forum, you can take your time to read the response to follow along.
I’ve got an Eero system, if you want to share details of your setup. Happy to try to help if it’s related to the Eero.
If clients on the local system can’t see it, my first question is about your local network topology. How many Eero units do you have? How’s everything connected?
Support has always been of the self-service variety. That leads me to a question or two:
If these forums aren’t an “official” support apparatus, then why all the “moderation” and policing of posts? Are these forums “official” or not? And if they are, which of the “moderators” are actually operating under the authority of PLEX?
This forum is the official way to get support from Plex. All moderators are chosen by Plex.
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