New NAS - Plex Not Available Outside Network

Plex Media Server NAS & Devices
1

Server Version#: 4.68.0
Player Version#:

Hi all. So I am NOT a networking guy…at all. I just recently got a Synology DiskStation DS1621xs+ and setup plex on it. It’s working fine over my home network. But no matter what I try to do I can’t access it outside of my home network. It just shows “offline.” My plex settings seem fine…it says it’s being shared. I’ve searched the forums and I just can’t understand anything I’m reading to try and trouble shoot it lol. Anyone willing to help walk me through figuring out the issue?

The Nas is connected to a 10GBe switch. My router is also connected to the switch. In the synology settings I have read/write access for plex set to allow for everyone. So Im not sure where I’m going wrong. TIA

2

@COMPLETE-LIBRARY

If i may start with the basics?

  1. LAN is 192.168.x.x, 172.16.x.x->172.31.x.x, or 10.x.x.x addressed
  2. You have port 32400 open on the Syno firewall for incoming connections?
  3. Is the WAN IP of the modem reporting anything in this range?
100.64.0.0 to 100.127.255.255
3

Basics would be great. Even those are a little over my head lol. But let me see if I can answer:

(1) I believe my devices are all on the 192.168.x.x number system
(2) It looks like the Syno Firewall is disabled. Under control panel - Firewall - Enable firewall…its not checked.
(3) The Wan IP of the Router is set to “automatic ip”

Im sorry for my ignorance. I work from home and this NAS was sent to me by my employer to back all of my work up on. So I’m not used to having to do this level of networking.

4

What’s the modem/router’s make & model?
Also, do you have logic capability so you can poke around in it if we need to get some info?

5

The make and model is ASUS RT-AC3100.

Yeah Im capable of getting in to the different menus etc. And have a general knowledge of basic networking stuff. So I should be able to find stuff to check. I set up the NAS following a tutorial on youtube. I just need to make sure that I don’t mess up my connections to my two desktops. They are both connected via 10Gbe. I need the speed between the two in order to transfer my large video files etc back and forth all day.

6

Thanks, Is this the primary router or does the ISP have another router as the site primary modem/router ?

7

We have Fiber through Centurylink. So the fiber box is on the exterior of my home. It runs a single cat6 cable inside directly into my Asus router.

8

@COMPLETE-LIBRARY

Thanks for that.

I wanted to confirm this wasn’t a simple case of Double NAT (router behind another router). It doesn’t sound like it but now we can go further.

  1. log into the ASUS
  2. On the WAN page. Check the address.
  3. Confirm it’s reporting a true public IP address and not in the 100.64.x.x-100.127.x.x range (CGNAT) or 192.168.x.x, or 10.x.x.x, or 172.16.x.x-172.31.x.x (RFC-1918)
  4. Presuming it’s a proper IP address, we can setup Port Forwarding manually.

Ref: https://dlcdnets.asus.com/pub/ASUS/wireless/RT-AC3100/E10546_RT_AC3100_Manual.pdf

I would like to see the Plex logs before we deep dive into setting it up for naught.

  1. Stop plex
  2. Wait about a minute
  3. Start Plex
  4. Wait 2 minutes
  5. Settings- Server - Troubleshooting - Download Logs
  6. Attach the ZIP file it gives you here for me to review.

Thanks

9

Doesn’t look like the router is giving me a specific address. See attached. Just say automatic

router
router682×733 74.9 KB

10

plex logsPlex Media Server Logs_2021-10-26_11-15-04.zip (4.8 MB)

11

@COMPLETE-LIBRARY

Thanks for the logs but you forgot the Restart which I need to see,

(PMS will go get its IP address and, during that time, initialize for Remote Access).

Your logs only show me active playback

12

Okay. Forgive me…how do I restart plex then? I thought it meant sign out of the web ui then back in again.

13

@COMPLETE-LIBRARY

You control the Running/Stopped status in Package Center .

  1. Change from Running → STOP
  2. Let it sit idle a minute
  3. Click “Run” and it will start Plex.

Logging in and out of the Plex/web UI is just that… sign in/out.
I need to see what the server is doing when it starts. The UI is known to work so we don’t need to diagnose it.

14

Thanks for the help. I apologize for the delay in my response…

I followed the steps to restart plex on the nas. here are my logs.

Plex Media Server Logs_2021-10-29_16-12-29.zip (4.3 MB)

15

Thank you for the logs.

I found where your server is reachable (Remote Access is active)

Oct 29, 2021 10:26:08.638 [0x7f9867d11700] DEBUG - PubSub: Got notified of reachability for async identifier b1b2f2db-7cbd-434d-9e66-26f6035ef1a7: 1 for 75.170.220.203:20293 (responded in 0 seconds)

1 = Remote Access ON
0 = Remote Access OFF / blocked.

This tells me the apps are looking for the wrong Hostname / Identifier (which can happen).

When the apps get out of sync, I just reload them and pin them again (it’s the easiest way to me)

16

What do I do to reload them? I’ve tried signing out of them. I’ve tried uninstalling them and reinstalling them. Nothing seems to work.

17

“Reload” the apps ==

  • Plex/web: Control - F5 is a reload

  • Discrete player apps: Reload , aka. terminate the app and restart it.

18

Hmmm…doesn’t seem to make a difference when I do that. Still shows offline in the apps when Im not directly connected to my home network.

19

If Remote Access isn’t working (either direct or indirect) then the server is not registering with Plex.tv at all.

May I please see:

  1. Verify DEBUG logging enabled, VERBOSE disabled (settings - server - general)
  2. Restart Plex
  3. Wait 3 minutes
  4. Download the logs ZIP
  5. Attach here for me to trace the activities from startup.
20

Here we go.Plex Media Server Logs_2021-11-02_16-23-52.zip (3.5 MB)