This is an odd one that I have spent the better part of the last week trying to solve on my own. I have a Plex Servers running on Windows Server that I have shared with friends/family for years now, with no issue. In the last week, I have tried adding new users (which looks fine on my end) but they are unable to access the server. The older users have no issues and can stream without problem.
For the newer users, they just see a server unavailable message with a last seen time of a few hours ago. Any ideas what could cause this? I tried re-installing PMS and resoring settings and registry settings, ensuring that the port is open, and removing and re-adding users.
I find it odd that it works perfectly fine as long as your account was added in the past.
Thanks in advance, hoping someone can solve this major headache with me
I am having the same issues on my end. All existing devices/IP’s that have connected to the server before can connect without issue. However, If it is a new device, my Plex Server isn’t one of the listed Servers.
For Example:
Just got a new android phone, hadn’t bothered signing into plex on the web yet. The Plex app is loading server content fine, as it has been on it for over 2 weeks now, but when attempting to sign in on the website through the browser, It cannot communicate with the server.
On a work PC, I can access it fine over the browser and APP, but when incognito, the server is not listed.
Also to note. When accessing via http://WAN-IP:32400/web/index.html the same issue arises. The server that I am browsing through is not displayed in the server list and no content is loaded.
Attached are some semi-filtered (for privacy concerns) logs from the chrome incognito testplex.log (331.9 KB)
Offending lines appear to be similiar to below –
main-1-351e2d6b7e8a3432e11b-plex-3.79.0-9783680.js:3615 [Connections] Stratos is unauthorized at https://[SERVER’S-WAN-IP].5b9382004f8a403385271c171bf9b1df.plex.direct:32400/media/providers (Status 401)
This is very odd. Your PMS responds but then says I’m not authorized. It’s almost like you have 2 PMS’s running at the same time and the wrong one is responding. Can you check the task manager and make sure there are no other instances of PMS running, maybe under another Windows profile.
That would make sense as previously authenticated devices are still allowed in but new ones are not. However, once I shut down PMS I do not see anything in Task Manager. There is only one profile (Administrator), but I checked that section of Task Manager as well.
I am wondering if this is potentially from me cloning my hard drive to an SSD a while back. It was over a month ago and things have gone fine since then, but I also haven’t attempted to add a user since then. I cloned the HDD to the SSD (which is now the C:/ drive) and the original HDD is not in the system. Do you recommend any steps for troubleshooting?
Thanks again, I wish I was able to do more on my end for you
The only time I’ve seen that is if your server and web are logged into different accounts. It will try to access the server since it’s got the right IP, but fails since it’s not the right user. Your logs and my attempts to connect show that your server is running and using the right account. I have no idea why it thinks users are unauthorized. Having 2 PMS’s running at the same time was my initial guess. I’ve not seen this before so I’m going to need to do some digging.
Interestingly enough, I tried that test of logging into a new device again, it worked for my parent’s Plex account (Hoog8), but then it did not work for my Plex account, the same one that should be connected to the server).
Attaching the logs again in case you find anything noteworthy
