Hi all. My ISP recently replaced my router. My Plex Media Server is installed on a Western Digital My Cloud Home NAS (oem installer). I connected it to the new router. I can see the NAS file system on my Win10 laptop and can connect to the NAS using the WD dashboard. However, when I try to connect to Plex Media Server, either through the WD dashboard or directly to the IP address on port 32400, the connection times out (connection on local network, not remote connection).
The WD dashboard directs me to a long URL when I try to Configure the Plex Media Server. I just get a blank page. If I remove the first URL before the redirect, I get a JSON error:
{“key”:“unauthenticated”,“message”:“User is unauthenticated”}
Does anyone have any clues on where I need to start troubleshooting? (Note, this is not a remote connection issue, I cannot connect from my laptop, on the same home network as the NAS.)
Thanks - the settings seem correct in that I have full connectivity with the internet and can ping the router at 192.168.1.1. However, I can’t ping any other device on my home network. Not sure what is preventing that…? (But I can access the NAS through Windows Explorer.)
I have also now noticed that I cannot retrieve the logs for the NAS using the WD dashboard, same request timeout error. The WD dashboard also indicates that the NAS is connected via proxy relay. These are options available (via WD):
|Connection Type |Connection Type|
|Direct |Port Forward|
|Relay |Proxy Relay|
|Local |Local Area Network|
I would have expected my NAS to show as “Local”, but it shows as “Relay”.
So, I agree, something is configured or not configured on my home network that is preventing some communication between devices. I suppose it is time to call the ISP
Yeah, several times I just enabled UPnP on the router to see if that helps, and rebooted the NAS. No change. I am wondering if my new router is double NAT, that seems to be an issue in some cases. Wondering if I need to put some static routing in place, even though I don’t know what, why or how
UPnP is for the automated creation of port forwards in a firewall, and Double-NAT is also an upstream issue. Neither of these will impact local LAN connectivity when the devices are all on the same subnet.
Wireless client isolation would stop intra-LAN traffic between wireless devices, but I do not think it should be impacting wired ones, and it’s also not a feature that should be enabled by default on a router, as its main use would be a router in use at a public place like a coffee shop or an airport where all the users will be strangers who should only be making outbound connections, not talking to each other.
What port forwarding rules did you have set up in the last router? I found this note in a MyCloud User Guide
‘If remote access is enabled through a relay connection (the Connection Status says Connected (Relay), you can improve performance by enabling port forwarding on your My Cloud device’
Thanks @basilh, tbh, I don’t think I had any forwarding set up, I didn’t do any manual config. And it is possible that the connection type on my old router was also “relay” - I’ve forgotten
Integrated 2.4G and 5G network - previously had a 2.4G router with a 5G access point, also supplied by the ISP. I guess I’ll contact the ISP. They are a big consumer outfit so I think it will take some work to get past the basic support. Also I am a foreigner - I can speak the local language, but not really to network diagnostics level
So it’s not because something has changed in the way that internet services are delivered to you? Is your public IP in the range 100.64.0.0 - 100.127.255.255?
The only external IP I can see in the router management is 10.144.48.1, which doesn’t resolve with ping -a (at least from my laptop), but I am guessing is the ISP’s server (True Internet in Thailand).
His issue is local access, it has nothing to do with his ISP. His devices on his own network cannot… network. That’s why when he connects to his server it’s going through a relay, it’s being piped out his WAN connection and over the internet before it comes back in because something is preventing him from reaching the My Cloud on the Plex port, but he can still reach it on the file-sharing ports.
The curious thing is that if 10.144.48.1 is the external IP address, it is a private network address. What leads me to suspect that the router is the issue is that it is the only thing that has changed on the network.
If you’re seeing an IP like 10.144.48.1 on your router you very well might be on Carrier Grade NAT (like @basilh suggests), not all ISPs use the “designated” IP range for this. It will stop remote access from working well, and will likely result in Relay connections on all remote streaming, too.
Thanks @nx6@basilh there may well have been an ulterior motive for the “upgrade” - I was surprised it happened, never had an unprompted in-field replacement before, previously always had to go to the shop and see if there were new promotions available. I will try the ISP, but I think higher powers are at work. Might try and run the media server from my laptop, I am the only one who uses it, just to stream my DVDs to the TV really.
@nx6@atomic77 I suspect a Double-NAT issue because of the use of private addresses on the internal and external router ports. For more info, refer to the section Fixing Double-NAT in the support article Troubleshooting Remote Access.
Yes, this may very well be a separate issue, but suspicion points to the router at this stage.
The number of NAT layers does not matter if the Plex server and the clients are all on the same layer. Because they will all be communicating through the same gateway. But I do agree the router is the issue here.
For a “really dumb” solution, he could connect his own personal router to the telco one and run all his devices and the Plex server off of the personal router. This would make remote access worse, but it would allow him to bypass the issue on the telco router for his in-home usage.
I just enabled UPnP on the router to see if that helps, and rebooted the NAS. No change. I am wondering if my new router is double NAT, that seems to be an issue in some cases. Wondering if I need to put some static routing in place, even though I don’t know what, why or how 
Because they will all be communicating through the same gateway. But I do agree the router is the issue here.