The logs would not have made a difference. The update broke the remote access, rolling back to the version before it fixed it. I have noticed that on release day, remote access goes down until the update is either applied or skipped. All I ask of a service that I pay for is that they PROPERLY vet updates for bugs before letting them go live…a practice Plex obviously does not view as a priority. Add the fact that they have no REAL tech support to speak of, no customer service phone number to aide clients having issues and expect us to crowd source fixes for their screw-ups…it just has me questioning the validity of continuing to pay them for flawed service!
So before I hop into conversation a few very important suggestions and to be very clear this meant to be constructive and helpful not mean spirited.
With all that being said, I have worked in enterprise level IT for almost 15 years with another 8 or so of IT work in military so I do have experience with things like this. Normally, when you have an issue it is key to supply as much information as possible. Most if not all of the folks in these forums are willing to help troubleshoot the issues if you provide logs, set up information and what exactly you were doing when the issue occurred. At a minimum it gives some visibility to your configuration and in the best case allows us to recreate the issue to some extent.
I understand the frustration but as in IT worker you should understand that the more information you provide the quicker and the better the answer you may get.
If you just came in to vent about the issue that’s fine, just don’t be surprised about getting the answers you have gotten so far. Again just some advice that’s all and I am happy you were able to recover from the issues you were having.
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To help better describe what I am talking about in terms of information to help troubleshoot:
- What OS is the server running on (since the is windows we can assume windows but what flavor? Server, workstation)
- Hardware config of the server? Is it running in a virtual environment like Xen, Hyper-v, VMware or KVM?
- Storage backend? Using a file server or something else?
- Networking, Router type and firewall (if separate). Is the server using upnp or using port forwarding.
- Any patches installed on the server (patch Tuesday had just occurred for windows). Any other software installed recently?
- Applicable logs from the plex server and perhaps router / firewall logs if this is an external issue.
Again, this isn’t to try and sound negative or anything but more of a suggestion on how you can help us help you.
I use the same methods with my staff (I am an IT Director at my day job) along with other things like looking at lights in the data center (red bad, green good…) and things work pretty well.
Nothing was broke or fixed on YOUR side. This is/was a Plex server/backend issue.
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Good morning. Jez curious if readers of these latest sorts of “concern” threads take the time to investigate the footprint/profile of the OP? Allow me…
At a certain point it crosses the mind… usually after the title given, or after so much immaterial.
-wbm
Okay, replying to a few people here:
Pingjockey, thank you for being one of the people who didn’t attack me for venting my frustration over a service I pay for not working properly while I tried to research the forums for a possible solution. WillieBuckMerle, yes this was my first post as I had not had any issues with the server until the most recent update that couldn’t be fixed by troubleshooting the remote device…this was the first occurrence of having to manage my end of the situation and having to figure out what went wrong. To all of you who offered solutions (here or on the Facebook page), I extend a very heartfelt thank you. To those who were mean spirited in their replies, you might want to remember that just because you don’t agree with someone or are not having the same issue they are DOES NOT give you the right to attack them! Put yourself in their shoes…is that how you would want others responding to you? We have a saying here in the United States “If you can’t be polite and helpful, be silent or proven a jackass.”. If I have any further issues, rest assured I will provide what information I feel is pertinent to the issue…as I am not one to advertise what type of system I run (or any other personal information for that matter). If asked for more info in a polite manner (instead of being snidely attacked), I will divulge what is asked for. Again, thank you to those who did not take an opportunity to be post-trolling bullies…it shows there are still genuinely decent people in the world.
Yet you work in the IT field?
sure, but immaterial.
Sayings and axioms are useful, somewhat. But the methodical approach was requested of urself, prior to ur own claim of solution. Isn’t that is what IT is all about?
This of course cements your own entire post of being in the genre of “concern trolling”. Which we’ve had quite an upswing in this forum as of last few weeks. But since there are more than a few quality troubleshooters here I think it was unsuccessful, my 2c.
-wbm
Seriously? I explained why my posts were limited to this thread (since you felt the need to point that out), and you decide to be an ass? You DO see the irony of your commenting on the upswing of “concern trolling” and then becoming a troll yourself by doing that…right?
yes. The majority content of your replies, so far, aren’t of much utility towards solving plex issues.
-wbm
Everybody… we appreciate you’re all trying to help.
However if this turns into a fight, we’ll close this thread.
please behave 
The point many people are expressing is that you posted:
“Updated the software yesterday after I was alerted to the fact that no one could access my server for remote streaming. After the update, I have not been able to stream ANYTHING outside of my home! I pay for this service, which I am SERIOUSLY beginning to question the sanity of since it is not working properly AND there is NO customer service that can be reached to fix such problem! If this isn’t fixed SOON, I’m going to be urging everyone to move away from this service!”
You didn’t check Plex to see if they had any servers down (they did). You didn’t post app logs. or check them or you would have seen the problem. You didn’t express what diagnostics you tried/tested to narrow down a problem.
Basically, you didn’t give any useful information for anyone to help you with except that you did an update which had nothing to do with your problem. You then came to the conclusion you fixed the problem yourself (you didn’t).
Bad information, bad diagnostic skills, bad trouble shooting, updating software to fix something that was working, etc You expressed you work in the IT field but didn’t follow IT practices. Hypocritical or just full of it but that’s why the thread went the way it did.
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Glad to see it’s fixed.
I didn’t “come to the conclusion “ that I had fixed it myself. As I stated, I found a solution that worked for others after searching for hours on the forums…and stated that using said solution (software rollback) fixed the issue for me and most likely would for anyone else having remote access issues. My general concern was the lack of REAL customer service/tech support for a service I PAY for. After that was the fact that this was the first time updating software for the server caused remote access to be affected for me.
You keep emphasizing that you “pay” for the service. I think you need to look up what a Plex Pass gives you. In no way does any of the notes about what A Plex Pass does is there any indication that it gives ant extra access to or expectation of any additional support. It just adds a few features and access to beta software, that is early release software, and a break on the price of some of the apps.
Plex does not have a “Pay for support” model at all.
So which of your contradictory statements is correct? Did you look at your log and see a connection issue? You don’t need to answer because we already know the answer. You know why these other “47 people” posted? Because they had the same problem with connectivity to the mother ship for authentication.
Except you didn’t as the problem wasn’t on your system.
Yes, we can certainly see this starting with your first post and the demand it be fixed or your threat of urging everyone to move away. Why did you not bring “respect” with you. Surely anyone dealing with other for a living would know better.
The only information you provided was contradictory and you supplied nothing anyone could use to actually help you. Even after people mentioned to upload your logs you didn’t.
You were the person who brought attitude to the forums and this shows with the last sentence in your first post. You made a threat and that’s not a good way to ask for help ESPECIALLY when you provide nothing that could allow anyone to help you.
Really?
Give unto others as they give to you?
This is YOUR system NOT OURS. You come here with a “demand” for help but treat other lousy like we owe you. This is a “community” and that’s not the way to ask for help. It makes it TWICE as bad when you claim to work in IT as you should surely know better.
Need we go on? Let it rest, start over and next time be polite and other will WANT TO HELP you vs critiquing your posting style.
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Funny how you don’t include the responses that caused the tone I used in my replies. The fact is that Plex SHOULD have a number we can call to address these issues…instead of a forum where they expect us to troubleshoot tech support amongst ourselves…essentially doing their jobs for them. Did my frustration at finding a total lack of that support tinge the tone of my initial post? Most definitely. Am I responsible for the derogatory tone others used in their replies while I was trying to find an ACTUAL solution? No…that’s on them. It’s also not my responsibility to be their doormat while they attack what I “am not supplying” instead of asking for the exact line of coding from the logs they needed to see…since there were 18 different error lines in the logs that kept recycling. And considering the update became available Tuesday, the remote access went down Friday morning, I tried the update to restore remote service Friday evening and rolled back the software Saturday because the update did not restore remote access…what exactly was contradictory about my stating of the issue? The service worked fine before the update was made available on Tuesday…until it didn’t work (for whatever reason) on Friday. One of the first rules of IT support is “If there is an update to the software that hasn’t been installed yet and the software is failing, install the update to see if it restores functionality. If not, then troubleshoot.”…which is what I was TRYING to do. Unfortunately, with no REAL customer or tech support, it makes it kinda hard to run ideas off of someone familiar with the inner workings of the software to try to fix the issue. I’m glad the LACK of support doesn’t seem to bother you, but it DOES bother me! What kind of message does it send about their faith in the software if they won’t even keep people available with expert level knowledge for support and troubleshooting?
ok joalin, last thing i’m gonna add to this “concern troll” thread (grin)…
~ First rule of TS: When was the last time it worked (if ever?) and what has changed since then?
~ Then run that info thru the Hardware/Firmware/Software TS filter. Ascertain the problemo, proceed accordingly.
~ Really these pms logs are CRITICAL, the whole zip package. Especially timestamps.
~ You have some points about cs manners, I guess. But see techs I know can’t tolerate squirrels for very long, especially those working in IT.
good luck & hope that helps some. Next time escalate to a loyalty manager.
-wbm
You brought attitude in post one BEFORE anyone had a chance to respond. You set the tone, not others.
The fact you don’t see this is amusing in itself.
You also contradicted yourself (symptoms) in your 2nd post. If you can read, you can surely see this.
Sure thing, $100 per month support fee will get you my number and I’ll give you personal support. 
You get the point I’m making hopefully, that phone support costs money. This software is FREE to use by anyone. You don’t provide FREE phone support on FREE software. Your premium membership isn’t for support but for additional unlocked features. That membership/feature set is what allows the devs to eat, get paid and continue to develop the software.
You should know working in IT that hardly anyone provides free support any more. You pay per incident or take out a support contract which is on top of the license to use the software.
Glad I don’t work where you do. That is not a rule I’d want my people following.
Well, you have this awesome community support right here which is better then any IT department you will come across. There are highly educated people here who know the software inside and out and have been using it for years.
It may not be the “format” you prefer but it works and works dang well for people who come here, post a valid to the point description of the problem and provide their log zip file right out of the gate. The logs have the answers even if you can’t read them. Others can.
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And yet again you are being an abusive ass with your attacks. Have you not learned from others mistakes in using that tactic that it IS NOT the way to try to approach ANYTHING with me? Are you that dense? Do you have nothing better to do at 3, 4 and 6 AM than to troll my post and chime my damned phone while I’m TRYING to sleep so I can get through my day at work today (since it is now 6:20 AN Monday)? The minute the issue was resolved…that should have been it…end of comments on post! But some of you decided to keep the attacks rolling…some community! If it’s full of people who only reply in snide comments, ridicule others even AFTER their concern has been resolved (with NO help from those commenting on the post, might I add) and then continue to ping the post so that the OP can’t even get a decent night’s sleep thanks to their phone going off every 20-45 minutes…then I want NO part of it! If you have anything else to comment, do so after 10:00 AM and before 12:00 PM Eastern United States time or after 8:00 PM and before 10:00 PM Eastern United States time…otherwise, keep it to yourself!
Jo or Joa,
You might be a nice guy with a real problem but you acted like a dick here.
Just saying…
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