Plex has the worst method of support I’ve ever seen. No help for issues that the administrators of the message board don’t want to answer… it seems they only answer the things they want to and don’t address the complicated ones…
.
1 Like
Your post was from yesterday. There are a lot of posts and it takes a while for us to get to all of them. I see someone has responded.
You should try to get support from Arlo…
1 Like
I find the community and team generally okay on this form. Yes there does be some nasty comments from time to time and topics do go dead sometimes. IMO when that happens it’s a known problem and there’s a reluctance to confirm it!
I found this issue “unable to fetch program guide” several times mentioned in posts with no resolution posted other than people installing then reinstalling then finally giving up I guess… I just want to know is there a solution other than having to change hardware platforms for the server. I am using an I7 quad core Mac 2011 for the server running the3 vastest version of Plex… Every post has some generic answer posted about in other countries…
the response was only what country are you in… this was found by my searches of the forums and being in the USA I asked for something other than a generic answer… And I never got an answer until I posted this post… and if you go through and look at the posts with 0 responses I believe most of them would take some research and/or knowledge beyond the ability to hand out generic responses and thus never received an answer…
I posted a very specific detailed message on the Windows server forum and didn’t get a response. Posted it again on the normal forum and got an engineer responding he next day. I think some of it has to do with whether they know a specific problem as they see it is being handled by someone else or they just dont’t see it. But the guy who say mine has been in contact with me almost daily for several days sending dagnostic versions of the server to install in order to generate more error logs.
It alsomay have to do with findind a problem they impacts everyone potentially (like mine) or just you. They have to prioritize.
I understand the their need to prioritize… I guess my frustration is in dumping things into a group and hoping it gets seen as a way of managing software issues.,… after posting this post I have had response and some movement toward a solution. It’s appreciated but it would be nice if they had a way for it to be assigned to the proper segment of the engineering team… No phone number, no email, and no way to see who is looking at your post… I just feel that is a problem
1 Like
a way for it to be assigned to the proper segment of the engineering team… No phone number, no email, and no way to see who is looking at your post… I just feel that is a problem
[/quote]
Wow, I can imagine the logistics required and the costs being passed on to the subscribers. No thanks.
An online form with dropdown selections to route a problem with instructions for what to include with the information such as the log files would not incur a ton of cost that would need to be passed along to anyone… with the proper information then the correct people can review it… seems to be something achievable… the improvements would stop any negative affects to the membership numbers that occur anytime someone has problems and doesn’t promote growth through word of mouth…
1 Like
There are numerous pages of support articles, top of page Tips and tricks and docs. What more do you want, virtual help?
The forums are an excellent way to streamline support, many Volunteers, Mods, plex employee share their experience.
So please spend some time and navigate the forum site before alienating your fellow forum members.
1 Like
It’s unfortunate that your first support experience with Plex didn’t meet your expectations; however, I think you’ll find, over time, that the Plex staffers, Ninjas, and the community in general are more than happy to lend a hand. Even in your case a team member has found a potential problem in your logs and is running it down, and barely a day has passed. I’ve rarely had that experience with call center/held desk based support for anything but non-trivial issues.
Hopefully your opinion of the support resources available will improve over time. Happy Plexing.
1 Like
Hopefully it will… I searched through and read any and every log I could find before even posting the problem. It seemed that “can not fetch guide” issue has never had a posted solution,…other than when the EPG changed about 6 months ago… the forum format might work but I feel as much as is posted on here things have to slip past…
1 Like
Oh I agree with you. 100%. For a company that works out of a garage this sort of thing would make sense but I don’t think PLEX is that small amymore. There should at least be an email address you can send stuff to.
1 Like
There is an email address for accounts and if pressed you can ping a Plex Employee. Don’t use the latter as a default. Exercise forum due diligence prior.
I looked it up and there are 15 million users… if only 5% subscribe as Plex Pass then they still aren’t taking in small change… I understand to create a full blown support group to handle the amount of issues would be overly expensive but just a group of users helping each other with admins thrown in… I’m sorry it’s just hard to see that being sufficient anymore
1 Like
Of that 5% how many are lifetime pass, this is not like a Monthly subscription model. When every month there a huge income stream. I Disagree and I have not experienced issues with the current support model. There were some talks about a paid support channel a while ago, but I’ve heard no more relating to that idea.
Have you been able to find a resolution to my issue by searching through this archive of forum posts. I have not… You asked that I get familiar with this forum and I have searched read and searched more… but I have an issue that seems to be unique… Am I just supposed to have no one to reach out to that can actually see why there is a timeout issue… Or at least some tools that I can get ahold of to run tests that might point me to either an issue or conflict in the combination of hardware I’m using… I’ll find a way to get it to work but it may require me to solve it myself by building a new system to run the server on under linux but that isn’t solving the existing problem… I’ve asked if it could be some kind of subscription issue but who is to answer that?
As far as paying for a lifetime subscription, I know a lot who won’t because as good as Plex is they’ll pay by the month just to drop them when something better comes along…
1 Like
Turn Verbose logging off, have debug logging enable Restart your PLex Server and zip a Log up via troubleshooting attempting your issue.
Add the employee name in body of mail with the logs and explanation and time of issue.
Who are the employees
