No download button for friend on remote server

General Discussions
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1

Hi! I’m a long time Plex user and was gifted a Plex Pass which had to be linked to a different email. The main purpose with the Plex Pass? Downloads. Except I’m not seeing that option at all.

Here’s how the server is set up: I use a seedbox which hosts the Plex server remotely. From there, I have provided access to friends, including this new Email. I also made sure to enable downloads only I can’t see that option at all. Any help would be deeply appreciated. Thanks.

Images to help

Screenshots from the admin side: Imgur: The magic of the Internet ; screenshots from the user side on Mac with proof of it being a Plex Pass account: Imgur: The magic of the Internet and from the Android app: Imgur: The magic of the Internet

Maybe worth mentioning but the admin account has an option to download (Imgur: The magic of the Internet) but can’t because there is no Plex Pass on it.

2

Plex Documentation → Downloads for Offline Use → Downloads Overview

User must have a Plex Pass.
or
User must be in the Plex Home of a server owner with a Plex Pass.

3

Have you tried relaunching apps? (on phone may have to force quit)

“Download File” is only in the web app in browser and only the server admin can do this. It dos not require a Plex Pass

“Download” is not the same thing and can only be done from the Desktop or mobile apps and requires a Plex pass.

4

I’ve tried doing both and still don’t see the option/icon to download.

5

Yes. I disabled downloads and then re-logged in. Also removed the user from the library completely, added again but still no dice.

6

I meant don’t disable it, and just restart the app with that user.

8

Sorry I meant I disabled downloading and then restarted. Enabled again and restarted.

9

Any suggestions please? I’m traveling tomorrow and really hope to solve this issue…

10

Would need to see the android logs from your friends device to see why it is not recognizing that they have a Plex Pass or not recognizing that you gave them downloads permission

11

android-log.txt (4.0 MB)
Plex Media Server Logs_2023-02-01_04-15-16.zip (4.7 MB)

Sharing logs from the Android device and server side both. Thank you.

12

Thank you for logs. Looks like this affects more than just you and we are working on a fix.

1 Like
13

Thanks. Hope it gets resolved soon fingers crossed

15

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