Server Version#: 1.29.1.6316
Player Version#: Roku 7.0.17.8028
I’ve been using Plex since 2012, and I love it. I have always had two accounts, one for my wife and I (with a PIN) and another for my kids with only a couple of libraries shared. For years this has worked correctly with no issues. About a week ago, the kids account would stop showing libraries when accessed from any Roku we own. From the web UI, there are no issues.
When you log in with the Kid account, go to settings and Media Server Settings, it says the server is unavailable. That same operation from the admin accounts says the server is nearby. This is happening on multiple Roku devices. Everything is on the same subnet.
I have updated everything, removed my server, claimed my server, uninstalled Plex app from Roku, set it back up, rebooted multiple times, no joy. I even deleted the Kid account and recreated it.
This is a real thing Plex engineers - can you fix it please? People are leaving the platform: Managed user unable to access server on a Roku : PleX (reddit.com)
While I wait, I loaded JellyFin, looks and works great!
is it possible to get your roku logs after a the kids account is loaded
Here is that log file.
removed by mod
It looks like you have local address as HOME.xxxxx.COM and looks like the Roku is unable to connect to that host. looks like it resolved to your external IP.
Where do you have that set?
11/1/2022 08:46:22.945 [176786813:Kids:faed89c1-70bf-5371-8a51-41384ddc82f3] INFO (GeneralTask) Requesting GET https://home.xxxxxxx.com/media/providers?includePreferences=1
11/1/2022 08:46:23.063 [176786813:Kids:faed89c1-70bf-5371-8a51-41384ddc82f3] WARN (GeneralTask) Failed! -7:Failed to connect to home.xxxxxxx.com port 443 after 99 ms: Connection refused GET https://home.xxxxxxx.com/media/providers?includePreferences=1 - 118ms
Could you redact my home URL in the logs and anywhere else in this post please?
You asked " It looks like you have local address as home.url.com and looks like the Roku is unable to connect to that host. looks like it resolved to your external IP."
The answer is on the Windows server, Settings>Settings>Network>Custom server access URLs
I did find a work around to the issue and I thank you for pointing me in the right direction.
Here is the root cause of my issue: Plex managed users are forced to use a remote connection. I don’t know if that is by design, but I can tell you that is what’s happening.
Facts: My Plex server runs on Windows 11 in my house on the same LAN as the Rokus.
When logged into my Roku Plex App as the Admin account, I go to User>Settings>Media Server Status> it will say “nearby”
When logged on as any other user, it says <Local_PC_Name> unreachable.
During the troubleshooting process I had gone into my Windows server and disabled remote access from the WAN. After your clue about the URL. I went into the server and reenabled remote access. Then logged into Roku Plex as managed user, the status changed to “relayed”. The issue with this - everything was playing at the bitrate limits set in the remote access settings on the server.
Once I realized that managed users were being forced out the WAN, I did the following:
Entered a loopback rule in my firewall to redirect local traffic bound for the WAN IP on port 32400 back to the LAN IP of my Windows server.
Then I went into the server and set Settings>Remote Access>Limit remote stream bitrate>Original (no limit).
Next, I turned off Settings>Network>Enable Relay
Finally, I went to Settings>Network>Custom server access URLs> and removed the home.url.com entry (I actually tried that step first to see if the managed user server settings would look on the local LAN - no joy).
Once I did all that, I logged into the Roku Plex app as managed user settings>Server Status and it reported “remote” instead of “relayed”
I tested a 4k movie on the managed user account and it played in the original bitrate.
To summarize, I think Plex developers have an issue to resolve. For now, I have found a sufficient work around. I do appreciate your help with getting me pointed in the right direction to identify the issue. Thanks for your help!
done and logs removed
this is still an issue for me as well…been going on for multiple weeks now. I have 3 home users and only the admin can access the media on the LAN Rokus. We had to move to Emby in the meantime.
happy to provide roku logs upon request
@BigWheel
My home URL is still in the text box under your comment. @bigverm23 is correct, there is still an issue and this should remain an open item.
I’m having the same issue it just when any account goes into plex from Roku. The plex home screen will load up but the movies will never show up just the out line of the movie box. After waiting some time the name of the movie will show up but nothing else. Please help
I’m having the same issue, which is infuriating, since I’ve bought different versions of Plex across my devices to have a smooth experience.
Could we have an update on a fix please? I’m not technically minded, and have no idea how to replicate what the person above did to work around it.
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