Movies not working on TV but work on iMac

Plex Media Server NAS & Devices
1

I have the MyCloud EX2 Ultra… wired to my Virgin Media router…

Never really had any issues with this set up, I can add music, TV shows and movies.

I was sharing these folders with 2 people in my house, on the same network,
and also sharing these files with a friend on a different network (different city for that matter).

Again, never really any issues, we could watch films together in different cities with no problems.

I use Plex daily so updates are always done when they show up, I do this via the MyCloud device webpage, the MyCloud is up to date and diagnostics is healthy, 6tb with nearly 2tb spare.

My friend has no problems playing music their end, but they tried to play a movie lastnight and was getting an Unable to play media error…

So I tried on my TV and was getting the errors of Not enough bandwidth, that only 720kbps is available, not enough CPU etc… baring in mind nothing has actually changed so i’m not sure why i’m getting this all of a sudden.

I can play movies on my iMac on both my account, and my friends account, but for some reason they won’t play on my TV, or my friends TV or their Laptop, they get a Server is not powerful enough to convert video error.

Is this a Plex issue at the moment? as nothing has been changed in any settings.

I’ve also noticed on my Plex settings, under Remote Access, it keeps changing to Not available outside our network, again i’m pretty sure nothing has changed so again confused why we cant play movies on our TVs or her Laptop, but music will play.

How do I change this 720kbps? as nothing is set to 720.

2

Plex Media Server version? Current version is 1.23.5.4862.

Your Plex TV app version & platform? Android TV, LG, Samsung, etc & version?

Do you know what TV/app your friends are using? Android TV, Plex Samsung app, etc?

Info for your devices available at https://app.plex.tv/desktop/#!/settings/devices/all

Focus on getting local playback working first, before tackling remote playback.

  1. Update to current Plex Media Server version if possible (some WD devices cannot update to the current version).
  2. Update your Plex TV app to the latest version.
  3. Restart your router, server, & TV.
  4. Play a movie that should direct play and see what happens.
  5. What is displayed in Plex Dashboard → Now Playing? Is the connection local/remote/indirect? Is the video or audio transcoding?
3

Ok, so, mine is suddenly now working…

My Virgin Media went off again lastnight and I checked Plex afterwards and films are now playing on my TV.

I updated my Apple TV… and I always update when they show on the Plex webpage on my iMac so thats up to date too, but mine is now all working (for now).

My friends still getting the Unable to play media error, she’s updated her Firestick, and just updated the Plex app, restarted the Firestick and still saying Unable to play media, although songs are still playing for her, movies aren’t.

This is really starting to annoy me, the remote access on my webpage settings still says Not available outside your network, when I refresh… it says enabled, then i’ll wait a few seconds and it changes to Not available outside your network, but surely remote access is actually on as again she is able to play my music, i’ve just asked her to try one of my short episodes to see if they work as one episode is only 29 minutes long and still getting the Unable to play media error.

Also, when I play a film, it says Local on mine… my WD, Apple TV and iMac are all wired too.
When my friend plays a song, it says Indirect.

4

@UrbanKaosMovies
Thanks for the update.

Plex Media Server version?
See Authorized Devices or Settings → server_name → General.

She is connecting via Plex Relay, which tunnels the stream through servers at Plex. It is limited to 1 Mbps (2 Mbps w/ a Plex Pass). Plex Relay is a fallback used when remote access is unavailable.

The bandwidth restriction is at least partially why music plays but higher bandwidth media, such as movies or TV shows do not. Your Plex Media Server should transcode the media to fit the bandwidth limitation. However, there could be other issues involved.

Review Troubleshooting Remote Access for help fixing remote access.

How do you have remote access configured? Are you using automatic (UPnP) or manual port forwarding? Manual port forwarding requires a bit more work to configure, but is more reliable than automatic.

In Plex Media Server Settings → Remote Access, is a public address listed? If so, from a system on the same network as your server, go to WhatIsMyIP.Host. The two addresses should match.


Where this is headed:
Step 1: Local playback. Now working. Done.
Step 2: Get remote access configured & stable.
Step 3: Get your friend connecting via remote access instead of Plex Relay.

5

Ah right ok, I’m not sure about the Relay thing, i’m not 100% with this at all the be honest, i’ve never really had any issues since getting this EX2 Ultra.

I have Not available outside your network on the Remote Access page, then under that is has Private and Public, Public address is the same as the one on the WhatIsMyIP website I went on, under that the Manually specify public port is ticked with 32400 on it, and under that it has 30 Mbps for Internet Upload Speed as that’s my upload speed, that’s it.

I don’t really mess with anything on my router settings, again not 100% with all this networking stuff so try not to mess with stuff unless I have step by step instructions if that makes sense.

Just weird how all of a sudden this has happened when me and her have been watching films together for around a year now, yes we’ve had a couple of hiccups here and there but nothing like this.

6

Thanks for the update.

Have you ever changed any router settings? Specifically, have you created a port forwarding rule and/or enabled or disabled UPnP?

Try unchecking the box next to Manually specify public port, then disable remote access, wait 10 - 15 seconds, and re-enable remote access. This tells your server to use Automatic (UPnP) mode, not manual port forwarding.

Pull a set of server log files (Settings → Troubleshooting → Download Logs). Attach the entire ZIP file to the thread. Hopefully they will have some additional information.

7

Nothing changed on the router settings, not sure if Virgin would of changed anything? as it’s been going on and off recently but it’s Virgin Media… that always happens! is there anything specific i’d need to look for on the router settings?

I unchecked the manual box, disabled remote access, waited, enabled it again, still comes up as Not available outside your network, so i’m not sure why it keeps ‘disconnecting’, if I refresh the page it says Fully accessible outside your network for a few seconds then changes to not available.

Plex Media Server Logs_2021-07-29_02-25-49.zip (4.5 MB)

8

Thanks for the log files. Several things need to be addressed. Start down the list and let me know if you’ve any questions or need additional information.

1. Logging Level

Please disable Verbose logging for Plex Media Server. Debug level, the default, is sufficient. Verbose adds unneeded information to the log files. Go to Settings → Server_Name → General (Show Advanced). Uncheck the box next to Enable Plex Media Server verbose logging and save changes.

2. Confirm time & date settings on EX2 Ultra.

The log files are full of entries like the one below. Based on other threads in the forum, the recommendation is to verify that the time and date are correct on the server.

Jul 29, 2021 02:05:38.218 [0xb1727d48] WARN - Exception caught reading modified time "/mnt/HD/HD_a2/Nas_Prog/plex_conf/Plex Media Server/Cache/PhotoTranscoder/b2/b2328ce730f8360917cf2085dfea4b497fcb082b.ppm" (boost::filesystem::creation_time: Function not implemented: "/mnt/HD/HD_a2/Nas_Prog/plex_conf/Plex Media Server/Cache/PhotoTranscoder/b2/b2328ce730f8360917cf2085dfea4b497fcb082b.ppm")

3. Local network

Your local network appears unstable.

Please describe your home network and how the server, your PC, TV, etc are attached. Do you have multiple routers in your home network?

How is the EX2 Ultra connected to your network - directly to the internet access device via an Ethernet cable, to another device such as a WiFi mesh system, etc?

Reason for asking: Something is wrong with either your home network or the EX2. Plex Media Server receives notices that the Ethernet interface has reset. When this happens, it loses its IP address and does not regain it until restarted.

This could be caused by multiple reasons: defective Ethernet cables, misconfigured devices, devices beginning to fail, or other reasons.

From the Plex Media Server.log files:
Plex Media Server starts:
Jul 27, 2021 00:30:06.555 [0xb5e87e80] DEBUG - BPQ: [Idle] -> [Starting]
Picks up an IP address ~10 seconds later:
Jul 27, 2021 00:30:16.370 [0xb5e87e80] DEBUG - Detected primary interface: 192.168.68.129
Loses IP address after ~1 hr 20min:
Jul 27, 2021 01:49:28.073 [0xb1f37d48] DEBUG - NetworkInterface: Notified of network changed (force=0)
Jul 27, 2021 01:49:28.074 [0xb1f37d48] DEBUG - Detected primary interface: 0.0.0.0
The above two messages repeat ~25 times.
Plex Media Server stays in this condition until restarted over a day later:
Jul 28, 2021 04:19:29.235 [0xb5dd7e80] DEBUG - BPQ: [Idle] -> [Starting]
Jul 28, 2021 04:19:42.625 [0xb5dd7e80] DEBUG - Detected primary interface: 192.168.68.129

3. Remote Access

Whatever is happening in your local network is affecting remote access. That is also why I asked about your network configuration.

Plex is picking up a double NAT configuration, which happens when the Plex server is connected behind two routers.

This is keeping your remote access from working. Note in the log files below, the first line contains, public address is 192.168.0.33. If it were working correctly, it would list your real public IP address, the same as the WhatIsMyIP site.

From Plex Media Server.log:

Jul 29, 2021 02:19:48.253 [0xb1c47d48] DEBUG - NAT: UPnP, public address is 192.168.0.33
Jul 29, 2021 02:19:48.253 [0xb1c47d48] DEBUG - PublicAddressManager: got WAN IP 192.168.0.33 from router
Jul 29, 2021 02:19:48.253 [0xb1c47d48] WARN - PublicAddressManager: WAN IP is a private IP address
...
Jul 29, 2021 02:20:29.710 [0xb24dfd48] ERROR - MyPlex: mapping failed due to potential double NAT configuration
Jul 29, 2021 02:20:29.710 [0xb24dfd48] DEBUG - MyPlex: mapping state set to 'Mapped - Not Published (Double NAT)'.
9

Hey,

  1. Logging Level, I went onto the settings and disabled the verbose logging.

  2. I went onto my EX2 settings and the time and date is correct.

  3. I have a Virgin Media Hub 3, the EX2 is sitting next to it and wired, I then have ethernet running up to my bedroom above, which then runs into my iMac, my Apple TV, a Mesh Point… we were having issues with signal getting around the brick house so we were told to get the TP Link Mesh system which we have, but we’ve had that for awhile now with no issues, I pay for 500mbps internet, get between 200-530 depending on time of day and whats being used etc… I can’t remember when this issue started, as me and my friend would watch films together every single night, we stopped talking for 5 days, my internet decided to go off and come back on twice, I did a Plex update and all of a sudden she can’t play any movies… but i’m 99% sure the WD was showing on my Virgin Medias connected devices, but now it doesn’t show… saying that I just went onto the router settings again and usually my bedroom Virgin Media Tivo box shows on wired connections but it isn’t, yet the downstairs one is :-/

So shall I turn off my TP Mesh system and see if thats the issue?

10

So it started working all of a sudden and this has come up on Plex…

Screenshot 2021-07-29 at 7.37.53 pm
Screenshot 2021-07-29 at 7.37.53 pm1281×390 38.6 KB

So guessing it was Plex all along?

11

That problem didn’t crop up until today. It was essentially a cosmetic issue. The Plex server Remote Access page said remote access was unavailable, but it was actually working.

If you’re remote access is working, then just go with it.

Check Plex Dashboard when someone is streaming remotely and make sure the connection is shown as Remote, not Indirect.

If you do have problems again, pull a set of log files and post to the thread.

The TP Link should not interfere, since the EX2 is connected directly to the Hub 3.

FYI, the time/date is a non-issue. I started seeing same on my Plex server (on a Synology NAS). I checked with a Plex employee and was told it is a non issue and the messages will no longer be logged in future versions.

12

So lastnight, I was watching a film with my friend, all seemed fine, hers was showing Remote, until my Virgin Media started to mess up and go off again, I ended up having to reset my Hub3 at 3am and today having to go around over 35 devices and reconnect them.

Today, after the internet speeds being fine and everything connecting, I can watch films my end again, but she is getting the Unable to play media error again… I told her to sign out of Plex and back in, I put the 3 digit code in, but still Unable to play media.

I noticed lastnight my Remote Access on Plex was staying on, but again now it’s on for 3 seconds and goes back to Not available outside your network. Your server is signed in to Plex, but is not reachable from outside your network. Tip: It looks like your server may be connected to the internet through multiple routers or other network devices. Try connecting it directly to your primary device, or visit our support site for more information about troubleshooting this “Double-NAT” scenario.

I’ve attached a new log.
Plex Media Server Logs_2021-07-30_14-07-30.zip (3.2 MB)

This is getting really annoying as I have no clue why it’s doing this all of a sudden, again i’ve been watching movies with my friend nearly every day for a year and never had this issue before, lastnight it was working fine until my Virgin Media went off (which lately its been doing around 2am) and we had 15 minutes left of a film! so as you can imagine, really annoying as i’m not sure whether it’s my Virgin, my WD, Plex…

13

Edit: Two hopefully quick questions.

What is the TP Link model number (so I can check a couple of things)?

How many of the mesh nodes do you have? Just the one upstairs or more?

You definitely have a double NAT situation.

There is something acting as a router between the EX2 and the Hub 3.

The VM Hub 3 assigns 192.168.0.X addresses (per info on Virgin Media’s web site).

The second router is handing out 192.168.68.x addresses.

Your EX2 is assigned 192.168.68.112.

EX2 ← 192.168.68.x → router ← 192.168.0.x → Hub 3 <–> Internet

From your description of your network, the TP Link Mesh is the likely source of the 68.x network.

Try the following:

  1. Shutdown the TP Link Mesh, EX2 NAS, and Hub 3 (i.e. turn off all networking equipment). Leave the TP Link powered off for the remainder of these steps.
  2. Power on the Hub 3 only. Let it completely boot and connect with the Internet.
  3. Power on the EX2. Let it fully boot.
  4. Login to the EX2 (you’ll have to use a system wired to the Hub 3 or using the Hub 3’s WiFi).
  5. Verify the EX2 IP address - is it 192.168.0.x, 192.168.68.x, or something else?
  6. Verify if the PC you’re using is on the same network (Win 10: Settings → Network & Internet → Properties or c:\ipconfig in a cmd window). If it is not, then something really weird is happening.
  7. Login to the Plex server. If app.plex.tv/desktop does not work, then try http://ex2_ip_address:32400/web (or maybe https).
  8. Try to enable remote access. Make sure the box for “Manually specify port” is not checked. It will hopefully enable and not give you the double-NAT warning.

What I think the above will show:

  • The Hub 3 assigns 192.168.0.x addresses.
  • The EX2 should now have a 192.168.0.x address.
  • The 192.168.68.x address are gone, because the TP Link is turned off.
  • Remote Access will hopefully come online. Even if it does not, the Double NAT situation is removed and the warnings no longer appear in the Plex log files.

Where all this ends up:

  1. The EX2 cannot easily exist behind two routers if you want to use Plex Remote Access.
  2. The standard recommendation is to put the Hub 3 in Modem Mode (sometimes called Bridge Mode) and leave the routing to the TP Link Mesh system.
  3. If #2 is not possible, then the next recommendation is to put the TP Link system into Access Point Mode. This disables routing by TP Link and lets the Hub 3 handle all the routing.
  4. If neither #2 or #3 is possible, then things get interesting, but not impossible.

You’ve mentioned TiVo boxes and other devices. If those must connect directly to the Hub3, then #2 may not be possible. You may need to talk with Virgin Media tech support.

Shortcut:
If Virgin Media has decent tech support, then get them involved. Explain you need to Port Forward through the Hub 3, but are in a Double NAT situation, possibly caused by the mesh system. A decent tech will understand what is happening and know how to fix it. Also, since they (presumably) can access the Hub 3 remotely, they can make any necessary config changes. You’ll still have to make any necessary config changes to the TP Link, EX2, and other devices on your network.

FYI, here’s the relevant log entries, from Plex Media Server.log.
If everything was working correctly, the WAN IP would be the same as your public IP address.

WARN - PublicAddressManager: WAN IP is a private IP address
DEBUG - PublicAddressManager: got WAN IP 192.168.0.21 from router

ERROR - MyPlex: mapping failed due to potential double NAT configuration
DEBUG - MyPlex: mapping state set to 'Mapped - Not Published (Double NAT)'.

FYI 2: Regarding the remote access turning green for 5 - 10 seconds then turning red. Remote Access was never actually working for that short period. That is just the Plex Media Server trying to enable remote access. If successful it stays green. If not, it turns red.

14

Hey,

I really appreciate the help with this.

So I reset my Virgin router yesterday, twice, I changed my TP Link Mesh from second router to access points instead, restarted everything, and Plex seems to be working now, we watched a film lastnight (myself and my friend) with no issues, and Remote Access seems to stay connected now.

I’m just confused on why now, i’ve had that mesh system for awhile now and never had any issues, would the reset of the router of helped clear things up? it took me literally all day to reconnect everything in my house so i’m hoping another router reset doesn’t need doing any time soon.

I’ve done another log with everything working if you want to check it and see what’s what, i’m not sure what i’m looking at on there to be honest.

Plex Media Server Logs_2021-07-31_12-04-25.zip (3.6 MB)

15

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