# RE: Mobile not connecting **URL:** \ **Category:** Remote Access\ **Created:** [August 28, 2023, 3:10pm UTC](https://forums.plex.tv/t/re-mobile-not-connecting/851810 "2023-08-28T15:10:32Z")\ **Posts on this page:** 13\ **Page:** 1
**Author:** ![stevep2567\_gmail\_com](https://avatars.discourse-cdn.com/v4/letter/s/b4bc9f/32.png) [@stevep2567\_gmail\_com](https://forums.plex.tv/u/stevep2567_gmail_com)\ **Post date:** [August 28, 2023, 3:10pm UTC](https://forums.plex.tv/t/re-mobile-not-connecting/851810/1 "2023-08-28T15:10:32Z")
Hey Tom, I’ve been using Plex on my mobile device for years now and haven’t had any major problems until a few weeks ago when I started having connection issues. I’ve been trying to troubleshoot this and fix the problem myself and I’m finding that the only way I can get a secure connection is when I’m connected to my WIFI. Even when I connect to another WIFI, it doesn’t work. I went through the forums and it talks about going into advanced settings, setting IP’s, etc, but I’ve never touched any of the settings to begin with and didn’t want to start going through unnecessary rabbit holes. I don’t see a way to send you screenshots, but what do you suggest I do? ---
**Author:** ![tom80H](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/tom80h/32/19753_2.png) [@tom80H](https://forums.plex.tv/u/tom80H)\ **Post date:** [August 28, 2023, 4:51pm UTC](https://forums.plex.tv/t/re-mobile-not-connecting/851810/2 "2023-08-28T16:51:31Z")
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**Author:** ![tom80H](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/tom80h/32/19753_2.png) [@tom80H](https://forums.plex.tv/u/tom80H)\ **Post date:** [August 28, 2023, 4:52pm UTC](https://forums.plex.tv/t/re-mobile-not-connecting/851810/3 "2023-08-28T16:52:23Z")
Did you already have a look at the related troubleshooting support article? [https://support.plex.tv/articles/200931138-troubleshooting-remote-access/](https://support.plex.tv/articles/200931138-troubleshooting-remote-access/) # There’s also a guide with some more details on how to troubleshoot remote access issues. > [@The Basics of Remote Access Troubleshooting](https://forums.plex.tv/t/the-basics-of-remote-access-troubleshooting/769517): > > When it comes to remote access, there’s a lot of different factors which can impact your setup. Some are under your own control, others not so much. First off… there’s a dedicated [support article on troubleshooting your remote access](https://support.plex.tv/articles/200931138-troubleshooting-remote-access/). I strongly recommend you have a look at that. Find below some additional remarks on how to troubleshoot your remote access setup. Review your internet access / remote access configuration It’s good practice to review if Plex gets the correct public IP address… ---
**Author:** ![stevep2567\_gmail\_com](https://avatars.discourse-cdn.com/v4/letter/s/b4bc9f/32.png) [@stevep2567\_gmail\_com](https://forums.plex.tv/u/stevep2567_gmail_com)\ **Post date:** [August 28, 2023, 5:13pm UTC](https://forums.plex.tv/t/re-mobile-not-connecting/851810/4 "2023-08-28T17:13:12Z")
I was hoping you’d have a simpler answer lol. Nothing has changed on my computer, router, IP or anything. I’m not a tech guy and the last thing I have time for is diving down rabbit holes, but I guess if this is my only option, I’ll have to dedicate some time to it and cross my fingers I don’t make anything worse. ---
**Author:** ![stevep2567\_gmail\_com](https://avatars.discourse-cdn.com/v4/letter/s/b4bc9f/32.png) [@stevep2567\_gmail\_com](https://forums.plex.tv/u/stevep2567_gmail_com)\ **Post date:** [August 28, 2023, 6:39pm UTC](https://forums.plex.tv/t/re-mobile-not-connecting/851810/5 "2023-08-28T18:39:02Z")
I’ve been with you guys for a long time, so is there any chance I can set a time with you to remote in to my computer and check my router? Maybe my provider changed something that I wasn’t aware of and is only affecting my mobile connection? I work from home and can’t really afford any disruptions to my service and would hate to mess something up with my router. Other than that, I checked my settings and nothing has changed. My mobile used to work anywhere, but now it only works on my WIFI connection. That’s my only issue. Everything is fine on my TV’s and computers. ---
**Author:** ![tom80H](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/tom80h/32/19753_2.png) [@tom80H](https://forums.plex.tv/u/tom80H)\ **Post date:** [August 28, 2023, 8:17pm UTC](https://forums.plex.tv/t/re-mobile-not-connecting/851810/6 "2023-08-28T20:17:08Z")
> [@stevep2567\_gmail\_com](#): > > Nothing has changed on my computer, router, IP or anything. There also your ISP to put in that equation. # > [@stevep2567\_gmail\_com](#): > > I’ve been with you guys for a long time, so is there any chance I can set a time with you to remote in to my computer and check my router? Sorry… I don’t think Plex offers that kind of remote support (and I’m just another user currently lacking the time 😟 ---
**Author:** ![stevep2567\_gmail\_com](https://avatars.discourse-cdn.com/v4/letter/s/b4bc9f/32.png) [@stevep2567\_gmail\_com](https://forums.plex.tv/u/stevep2567_gmail_com)\ **Post date:** [August 28, 2023, 8:33pm UTC](https://forums.plex.tv/t/re-mobile-not-connecting/851810/7 "2023-08-28T20:33:43Z")
Oh ok…I thought you were part of Plex. I’d hate to spend hours on this just to find out that its something on the service provider end. Is there anyone you know that might be able to help me further? ---
**Author:** ![stevep2567\_gmail\_com](https://avatars.discourse-cdn.com/v4/letter/s/b4bc9f/32.png) [@stevep2567\_gmail\_com](https://forums.plex.tv/u/stevep2567_gmail_com)\ **Post date:** [August 29, 2023, 4:37pm UTC](https://forums.plex.tv/t/re-mobile-not-connecting/851810/8 "2023-08-29T16:37:00Z")
Could this be why I lost access? If so, is it an easy fix? All the talk about accessing my router makes my head spin lol ![image](https://global.discourse-cdn.com/plex/original/4X/f/7/b/f7bded2fb42c2cdc11d0e3af0f1becf4c9fea198.jpeg) ---
**Author:** ![tom80H](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/tom80h/32/19753_2.png) [@tom80H](https://forums.plex.tv/u/tom80H)\ **Post date:** [August 29, 2023, 5:04pm UTC](https://forums.plex.tv/t/re-mobile-not-connecting/851810/9 "2023-08-29T17:04:26Z")
That’s just the status indicator where your server reports that remote access isn’t currently working. ---
**Author:** ![stevep2567\_gmail\_com](https://avatars.discourse-cdn.com/v4/letter/s/b4bc9f/32.png) [@stevep2567\_gmail\_com](https://forums.plex.tv/u/stevep2567_gmail_com)\ **Post date:** [August 29, 2023, 5:21pm UTC](https://forums.plex.tv/t/re-mobile-not-connecting/851810/10 "2023-08-29T17:21:24Z")
But my issue is that I can’t access mobile access outside of my WIFI network, so this is unrelated? ---
**Author:** ![tom80H](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/tom80h/32/19753_2.png) [@tom80H](https://forums.plex.tv/u/tom80H)\ **Post date:** [August 29, 2023, 5:32pm UTC](https://forums.plex.tv/t/re-mobile-not-connecting/851810/11 "2023-08-29T17:32:48Z")
It’s the exact same thing. „Remote Access“ is what lets your mobile connect to your server while you’re outside your home network. If that’s not working (as per the status message in your server settings), your mobile cannot access your libraries. As for why it’s not working… that’s the tricky part and I’m sorry to say it’ll require you accessing and checking out certain aspects of your router configuration. ---
**Author:** ![stevep2567\_gmail\_com](https://avatars.discourse-cdn.com/v4/letter/s/b4bc9f/32.png) [@stevep2567\_gmail\_com](https://forums.plex.tv/u/stevep2567_gmail_com)\ **Post date:** [August 29, 2023, 5:48pm UTC](https://forums.plex.tv/t/re-mobile-not-connecting/851810/12 "2023-08-29T17:48:31Z")
Ok. I just wanted to make sure I’m going down the right path. I’m assuming I have to dive through this now? [https://support.plex.tv/articles/200931138-troubleshooting-remote-access/](https://support.plex.tv/articles/200931138-troubleshooting-remote-access/) ---
**Author:** ![system](https://global.discourse-cdn.com/plex/original/3X/2/a/2acb9765406f63293d357b4ec509ec39aa28f2ad.png) [@system](https://forums.plex.tv/u/system)\ **Post date:** [November 27, 2023, 5:48pm UTC](https://forums.plex.tv/t/re-mobile-not-connecting/851810/13 "2023-11-27T17:48:44Z")
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