Remote Access connects for about 15 seconds then disconnects

[markstubb]

Hi @sa2000

@sa2000

Are you enabling debug logging after the problem arises and then disabling it again?

I was doing my own troubleshooting to see if I could get any further information on why remote access showed disconnected.

@sa2000

Logs show debug logging enabled at 17:23 on the 10th and then disabled again at 18:02 and then 3 days later on 13th it was enabled at 12:16.

I would really like to see debug logs throughout and together with info from you as to what time and day remote access was reported as dropped

I can see you disabled remote access just after enabling debug logging and then re-enabled.

I did this to reproduce the issue in response to this thread. I enabled debug logging, as required, and then disabled, reenabled, and ran a retry after remote access was reported as down.

@sa2000

Prior to this and I assume that was when the issue arose, I can see token errors in the server attempts to communicate with the plex.tv backend systems - but there is no context to these errors as debug logging was off - these errors were logged up to 15:30 on the 10th. The server security token was invalid - was there any editing of Preferences.xml ?

Yes, as detailed in another of my posts here, I did the token reset procedure as detailed in ChuckPA’s post in a synology thread. While this got my remote access working, I no longer had secure connections to my plex as the SSL cert was marked as revoked. Once I figured out the SSL cert was hosed, I ran through the process to reset it by setting secure connections to disabled, stopping plex and deleting it from the app.plex.tv, logging back into everything, and reenabling secure connections to Preferred, I got a new cert pushed down to me and i can now connect securely from app.plex.tv.

@sa2000

Please leave debug logging enabled all the time if you have issues that need to be investigated. And restart the server after that so fresh logs are created and debug logging would be in place from the start.

Done. Earlier I went ahead and enabled debug logging and restarted the plex service.

@sa2000

With regards to the period after that - there is evidence of connectivity tests to the server not getting through from the back end systems. Do you have any whitelisting of remote IP addresses in firewall rules?

I have no blacklisting of anything except BOGON networks in my firewall.

@sa2000

I see you have syslog logging enabled for the port forward rule - see if there are any rejected

Sure, plex_nat.txt Nothing is rejected. I do see other NATs happening from some of my remote users. I did not go through the IP list to disseminate which, if any, are from plex.tv servers. I grepped out one particular IP that was from a known user that was watching a movie as it didn’t seem imperative to include it.

I have been fiddling with MSS clamping since I’ve been stuck in quarantine, but I don’t believe it has anything to do with this issue as the issue started way before I started messing with MTUs to the internet. This all really feels like some sort of token issue.

A moment ago, I logged in to check remote access status to see if it was OK. It was green. Refreshed the page, back to red. Ran a retry, it flips to green for a split second, then right back to red. I do not run uPNP on my network whatsoever. It’s dangerous, IMO, to have ports opened to internal devices on my network and not know it.

Here’s the current logs. Happy to upload more if you want. I’m leaving debug enabled until this gets sorted.Plex Media Server Logs_2020-04-17_14-55-52.zip (6.4 MB)