Problem Remote Access with Plex Pass

[jssdc]

Server Version#: 1.41.7.9823
Player Version#: Multiple Versions over different OS (iOS, tvOS, Android, etc…)

Hello there the situations is as follow.

I own PLEX-PASS what I acquired since the begging of setting up my server, I do access two my content from two different places, mostly from local network but frequently I stay on the other place and I use the remote access to enjoy my content. This is something I did without issue all the time until recently, maybe few weeks ago, since then on it is impossible to play nothing remotely.

I can access to the server and see all my files at usuall, the issue is when I try to play any content the system show loading and set itself with a lower resolution forcing transcoding (thing that never it did before) and really the playback never start due the server is a quite small machine and I relay all the heavy lifting into the player than are capable more of enough to deal content I use.

Then I asked to a family member who doesn’t have PLEX-PASS to try playing something from my library, they did it without issue. In fact they tried three parallels streaming using phone, web-browser and windows application and they played smoothly without issues.

Not happy with that I asked another family member who does have PLEX-PASS to try the same, they couldn’t play any single file. Same result as me, the player keep loading with a lower quality forcing transcoding but never playback. Same happened when I tried to play some of the content from their library.

My last test was with my phone without wi-fi using only mobile data and same result, incapable to play any content.

All the tests force me to think there is a problem with having PLEX-PASS with the remote access, to your own content or to another share library of witch owner do have PLEX-PASS to. Really the situation doesn’t make sense based on what having PLEX-PASS should do, but that is the situation.

I would appreciate it if you could take a look and fix whatever is wrong.

[tom80H]

It’s more likely there’s some glitch with your remote access setup, resulting in your own remote connection and that of your Plex Pass friend to be indirect, routing the traffic through a Plex Relay. You should be able to verify that by checking the respective remote streams on the server’s dashboard (Now Playing).

Are those streams listed as Remote or Indirect?

https://support.plex.tv/articles/200871837-status-and-dashboard/

[jssdc]

Appreciate your interest, but it is not the issue.

The remote access was setup once and it has been working properly form many months without changes, apart of updating sever or player version when there is an update, nothing has changed setup regarding.

All examples I told about are listed as Remote. As I say the family member without PLEX-PASS can playback anything from my library remotely without problems.

But when I try to use my own account from my second place I do have issues with the remote playback, even from my own mobile phone with data.

Something has change recently regarding Server or Applications, as I said a few weeks mostly until now it was a really smoothly experience.