@sa2000 - PM’d you logs consistent with remote access issues I’ve reported in this thread and others. Thanks in advance.
Thank you.
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you appear to run with debug logging disabled. You enabled it in-flight at 21:56 on May 10th after the problem arose.
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At this time the port number held by plex.tv for the server was at some point before deleted - I cannot tell why as debug logging was off.
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You disabled and re-enabled remote access at 21:56
Was there a problem after this as well?
I can see connectivity tests were ok and being handled correctly from 22:21 - was there a problem between 21:56 and 22:21 ?
I notice you are running an old 1.15.1 release - there were some changes after that for reducing the likelihood of a timing issue when dealing with connectivity tests. A further change is coming for plex.tv to help with this timing issue - but I need to establish you encountered that issue and need debug logging covering period from before the problem arises and later
The current release of Plex Media Server is 1.15.4.994-107756f7e
You are running on 1.15.1.791-8bec0f76c
Please see https://plex.tv/downloads and update to the current release and please do run with debug logging enabled if you need to provide evidence for issues - do not switch it when you notice an issue as the failure already happened
It is possible that the change I mentioned that came in after release 1.15.1 should help with what i could see as a timing issue just after 21:56 - but if not, then fresh logs with current version would help
@sa2000 sent you PMS logs again - same symptoms when on latest release. Typically 10 hours after being online it registers offline. I’m made aware almost immediately when offline with txt messages from various external users, then verify myself that PMS is indeed unavailable.
Strangely enough it appears to be regular occurrence now that when shown not available on the PMS Remote Access screen - the PMS “General” tab reports incorrect version of 1.13.4.5271 but beside it reads “Up to date”. When I click the “Retry/Apply” button beside the remote access port, it quickly goes green again and will be available for another half day or so. The version then immediately updates to the latest release above. No matter the later version installed over the past few months, when the server becomes unavailable, it reports 1.13.4.5271. This version happens to be the latest available release in the Synology Package Center, so I’m not sure if this is a unrelated bug - but seems a strange coincidence the incorrect version reporting happens only when the server becomes unavailable.
I can see that 11:45 am on 12th May that you disabled and re-enabled remote access after the server connection path got removed somehow at plex.tv. It is not clear as to why that happened.
This is concerning and may be relevant to the problem. Wondering if two instances of Plex Media Server get to run at some point 1.13.4.5271 and the new installed version 1.15.4.994,
I would like to capture Plex Web verbose log when this happens - ie when you see wrong version showing. and another Plex Web verbose log capture when the version corrects itself - and to get screenshots and note the times and also to have Plex Media Server logs.
And if you can get to the linux command line, to display list of all running plex processes
For Plex web logging, this needs to be enabled in advanced for the browser and url used to access the server settings. So prepare that in advance (this is the desktop session like the one you had running on desktop with local IP 10.10.225.104)
To enable verbose logging, settings / web / show advanced / debug / enable verbose and save settings.
Later on when the wrong version shows up in server general settings, take a screenshot, note down the time, and then go to settings / web / show advanced / debug / view log / select all displayed log text and copy to a text file and save
Then do what you did before and when you notice the version of the server corrects itself, take a screenshot and note down the time, and get the plex web verbose log again: settings / web / show advanced / debug / view log / select all displayed log text and copy to a text file and save
Then collect the server logs and let me have the 2 web verbose logs and server logs and screenshots / times and the process list from the linux command line session on the synology box
Thanks
That’s concerning, as I only clicked “retry” this time and did not select to take offline/online as I sometimes do in this remote access troubleshooting. I’ll only use the “Retry” button from here on out though, as the disable/enable doesn’t increase chances of the server staying available as I once thought it did.
I agree. Over the years, each time I upgrade PMS, I always uninstall the previous package after stopping it.
I’ll do what you ask above, including SSH into NAS and list related processes. If I leave the NAS on tonight if will be offline by 11AM CST tomorrow - and I’ll send you the three verbose log files.
Appreciate the help.
OK - they both similar in the log - except the retry case would have very short interval between disabling and re-enabing. That is fine
Please remember the verbose logging i am after is for Plex Web and not the server. The server Debug logging is fine.
Same issue here and also very frustrated…I’m not sure what to do anymore, I am on Verizon FIOS fiber optics so I have a very good connection 75up/75down and my switch in my home is gigabit (everything is hard wired that matters). I was at the newest Plex version 1.15.4.994 but am now at BETA version 1.15.6.1079, My Plex server is a Dell Server running Windows Server 2016 with power options at optimal performance. I’ve tried everything I can think of so I am pleading with someone for some input. I’ve changed it to run Plex as a service thinking maybe the service was failing but it is still enabled even when Plex stops responding remotely. Now here is the issue, everyday without rhyme or reason my Plex server becomes disconnected, the service is still running however I cannot get to it remotely, starting Plex again gets it back up and running but it is no longer consistently connected at all, in the infancy days of Plex I ALWAYS had a solid connection, looks to me like a wide array of people are seeing this. I’ve tried every conceivable option in Plex without a resolution, I even created a task to reboot my server with a powershell script and task daily @ 5am, when it comes back up the service starts and it is running again but it could be anywhere from 3 to 12 hours before it mysteriously drops again. I’m a little frustrated because after paying all that money for a Plex Pass I am still having these issues and unable to use my Plex or Plex Pass to its full potential. Give me some feedback please, I turned on debugging and provided the log below, this is a PMS problem, it is evident because all of my other port forwarding works as it should. PMS has PMS! Looks like the Plex Pass was a huge waste of money for me, do the refund money for Plex Pass since all these issues are never resolved or even taken seriously?
For people who are using Peerblock or another peer IP blocking program on their PC, please be aware that without an i-blocklist subscription and all relevant lists added being continually updated by their servers, servers such as Plex Remote Access likely won’t work properly.
At the same time, No ‘proxy’ blocklists, ‘IANA’ lists or possible blocklists that are listed from your country of origin (eg. a list named ‘Canada’), should be added and blocked from your list from the I-blocklist website.
Amazon server lists also need to be added, allowed and unblocked. This is only a reminder for people who do actually use a program such as Peerblock by the way.
@sa2000 replied with latest verbose PMP and debug PMS unavailable results - although this week I went a record three days of server reporting online before going through the normal routine of restoring external access. As usual, no hardware or software changes occurred.
Thank you for your help.
I created another inbound rule in Windows Firewall to allow port 32400 (my port choice) and am crossing my fingers, so far it is working. What I noticed when going through the inbound rules is despite explicitly using 32400 I saw nothing in any of the Plex rules that explicitly opened that port 100% inbound. If this worked for you please let me know. What concerns me is IF this is the problem why isn’t it fixed with a newer build?
I’m back to having Remote Access issues again 
Your server issue is not related to remote access. It is a server crash in the intel hardware decoder mfx_mft_h264ve_32.dll which arises when running Plex Media Server as a Service or scheduled task or headless managed through RDP
Options available are:
- disable hardware acceleration within server transcoder settings, or
- do not run Plex Media Server as a Service or scheduled task or in RDP
We have tried all those scenarios, still have the issue.
which issue? The server crashing ?
No crash is possible in mfx_mft_h264ve_32.dll if hardware acceleration is disabled in the transcoder setting
Yes, nothing changed on the server, it was working fine on the same hardware and everything for almost 15 months, then just started randomly crashing.
Same as me. Everything was fine. Nothing on my network has changed, just randomly started loosing connection and reconnecting minutes later.
Here are a couple of overlapping pictures of my Slack bot.
If yours is an issue with Tautulli reporting that your server is down, versus your server actually being down, then you may have a problem like I had (still have, actually):
I was disheartened to see that the topic had closed, after not having found a solution even with help from @SwiftPanda16 .
Nope, it’s down. It was just the most convenient way to show it without providing logs.
My preceding posts were referring to repeated server crashes and not an actual loss of remote access - or at least the evidence i saw was of server crashes
If your server is crashing, ensure you have debug logging and crash reporting enabled in advanced server general settings and download the logs following restart after a crash
See
https://support.plex.tv/articles/201643703-reporting-issues-with-plex-media-server/
https://support.plex.tv/articles/200250417-plex-media-server-log-files/
If the server is not crashing and is available locally but remote access lost, then please read my post earlier in this forum thread Plex Constantly Loses Remote Access - #348 by sa2000
