# Plex Support **URL:** \ **Category:** Plex Players\ **Tags:** android-tv\ **Created:** [October 29, 2026, 10:50pm UTC](https://forums.plex.tv/t/plex-support/945317 "2026-10-29T22:50:52Z")\ **Posts on this page:** 9\ **Page:** 1
**Author:** ![dmullaney](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/dmullaney/32/94320_2.png) [@dmullaney](https://forums.plex.tv/u/dmullaney)\ **Post date:** [October 29, 2026, 10:50pm UTC](https://forums.plex.tv/t/plex-support/945317/1 "2026-10-29T22:50:52Z")
Genuine question. How are we paying for a software product that has absolutely no active support. Honestly, how is this a thing? My Android TV based set top box stopped being able to connect to Plex 2 weeks ago, and there is no option to her help, other than hoping some other paying customer has figured out what’s going on and how you fiz it. How is this, his this works?!? ---
**Author:** ![BigWheel](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/bigwheel/32/78783_2.png) [@BigWheel](https://forums.plex.tv/u/BigWheel)\ **Post date:** [October 29, 2026, 11:20pm UTC](https://forums.plex.tv/t/plex-support/945317/2 "2026-10-29T23:20:51Z")
If you don’t understand the player [android tv logs](https://support.plex.tv/articles/201573117-android-android-tv-fire-tv-logs/) please attach them to a reply. It will have info on how it it is trying to connect. Can you connect to your server with other devices like the Plex mobile app on your phone or via the web app in computer browser? Are you trying to connect to a local server or a remote server. While the basics are usually the same, everyone has different network equipment, different ISPs which can greatly affect how things connect. Some other user with the same ISP or same network equipment may have more insight at times. Some ISPs actively block Plex because they think we enable piracy. Sometimes ISPs change things even if you didn’t change anything yourself. Not saying it was your ISP that caused and issue but again your [android tv logs](https://support.plex.tv/articles/201573117-android-android-tv-fire-tv-logs/) would be the best place to start. ---
**Author:** ![pshanew](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/pshanew/32/160555_2.png) [@pshanew](https://forums.plex.tv/u/pshanew)\ **Post date:** [October 29, 2026, 11:33pm UTC](https://forums.plex.tv/t/plex-support/945317/3 "2026-10-29T23:33:33Z")
> [@dmullaney](#): > > Genuine question. How are we paying for a software product that has absolutely no active support. I don’t recall them advertising support. ---
**Author:** ![dmullaney](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/dmullaney/32/94320_2.png) [@dmullaney](https://forums.plex.tv/u/dmullaney)\ **Post date:** [October 30, 2026, 4:12am UTC](https://forums.plex.tv/t/plex-support/945317/4 "2026-10-30T04:12:26Z")
It’s a local server. Every other device works - phone, web, roku, kindle fire. Only the Android TV set top box can’t connect, and only since the last update with the new ui a few weeks ago ---
**Author:** ![dmullaney](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/dmullaney/32/94320_2.png) [@dmullaney](https://forums.plex.tv/u/dmullaney)\ **Post date:** [October 30, 2026, 7:12am UTC](https://forums.plex.tv/t/plex-support/945317/5 "2026-10-30T07:12:32Z")
Also, I can’t check the logs because download logs using /logging doesn’t work from the app either ---
**Author:** ![MovieFan](https://avatars.discourse-cdn.com/v4/letter/m/779978/32.png) [@MovieFan](https://forums.plex.tv/u/MovieFan)\ **Post date:** [October 30, 2026, 8:08pm UTC](https://forums.plex.tv/t/plex-support/945317/6 "2026-10-30T20:08:30Z")
If logging doesn’t work, it might be a network issue with the shield. Double check and make sure you don’t have both wired and wireless connections, that will cause issues. Are you able to access the shield from any other device on your network? I.e. casting ---
**Author:** ![nx6](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/nx6/32/103992_2.png) [@nx6](https://forums.plex.tv/u/nx6)\ **Post date:** [October 30, 2026, 8:55pm UTC](https://forums.plex.tv/t/plex-support/945317/7 "2026-10-30T20:55:22Z")
The Shield has a built-in SMB server. Could activate that and see if you can connect to it, too. ---
**Author:** ![dmullaney](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/dmullaney/32/94320_2.png) [@dmullaney](https://forums.plex.tv/u/dmullaney)\ **Post date:** [October 30, 2026, 9:50pm UTC](https://forums.plex.tv/t/plex-support/945317/8 "2026-10-30T21:50:02Z")
It’s not a shield, it’s an Android TV based Set Top Box from my TV Provider All of the non Plex apps work fine, all my other devices can connect to Plex. This one device suddenly shows it was offline. I haven’t made any changes to the network. It’s been working for over a year and just stopped since the update with the new UI ---
**Author:** ![veeejay](https://avatars.discourse-cdn.com/v4/letter/v/9dc877/32.png) [@veeejay](https://forums.plex.tv/u/veeejay)\ **Post date:** [October 30, 2026, 9:57pm UTC](https://forums.plex.tv/t/plex-support/945317/9 "2026-10-30T21:57:19Z")
> [@dmullaney](#): > > Android TV based Set Top Box from my TV Provider What AndroidTV OS version is running on that device? If you’re not sure, what provider? Can try to look… Older android tv OS devices can no longer connect securely, I’ve seen folks report the issue with older Sony smart TVs running AndroidOS 7 The [server logs](https://support.plex.tv/articles/200250417-plex-media-server-log-files/) may help folks see what may be happening if you can’t get app logs. If it’s the cert issue, you can try the refresh steps. Stop plex, go to the cache directory in the plex media server folder (may be elsewhere depending on what OS your server is on). Is there a certificate.p12 file? If so, rename it certificate.p12.old and start plex back up. It should download cert-v2.p12. Test the connection.