Remote Access Stopped This Week

[Kinross07]

Server Version#: 1.32.8.7639
Player Version#: 10.11.0.183

Previously, remote access was working and reporting completely fine on my Shield server. In the past week or so it’s suddenly started going offline (or at the very least showing as offline in web on the home network, and being spotty outside it).

I’d not done anything to change settings in either the router or the server, but just in case have gone through and set up port forwarding as below.

I’ve confirmed no double NAT issue, ports are forwarded, Shield has been given trustlist status in the router.

Basically, gone through the support guide and have no idea what to try next. There is definitely something going on with the internet side of things though, as I set up a dummy server on another device and it experienced the same issues (if that’s worth anything).

Thanks in advance!

[tom80H]

Have you tested …

• if the public IP showing inside Plex and the WAN / public IP of the router match?
• is the public IP an actual public ip (not from a private network ip range)?
• can you see / access the router on the forwarded port from outside your home network (e.g. using a service like canyouseeme.org)?

The Basics of Remote Access Troubleshooting

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. 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…

[Kinross07]

Hi Tom,

Thanks for coming back to us so quickly.

1. The public IP of Plex and the router do match
2. It is the public IP as far as I understand it (like if it was an FTP it would be the server address)
3. Portchecker.co says the port is closed. If I “retry” the port, so the client says Remote Access is operational, the port is still closed.

Just in case I’ve missed something obvious, port forward setup as below.

[tom80H]

@Kinross07

It is the public IP as far as I understand it

Some ISPs no longer assign „publicly routable“ IP addresses to their customers, managing them instead in a private IP range.

Private network

@Kinross07

Portchecker.co says the port is closed.

In that case you might want to reach out to your ISP to check if they’re blocking certain ports or in case they put you in a CGNAT setup (see above) and if they can give you an exception.

[JohnD76_SKY.com]

Hi,

Have you fixed this? I am having the same problem, and my problem started roughly when yours did.

I have tried everything and I am told my server is accessible from the outside world, then it switched to not be visible.

[tom80H]

Please check out the „The Basics of Troubleshooting Remote Access issue“ guide linked above. There’s a lot of „moving parts“ when it comes to remote access; some in your control, some outside your control. To help/assist you, we’ll need the specific findings from that guide (beyond „it’s not working“)

[Kinross07]

I ended up renting a server whilst waiting for a response from ISP out of curiosity which has been mostly working as intended so definitely something between my Shield/Plex and the outside acting up.

[davida938]

Weird enough, I get the same error message about remote access although I only use Plex within the confines of my own home (two TVs each equipped with an Amazon and Roku device) and also my desktop where I upload my movies. Nevertheless, it hasn’t been an issue watching so I don’t know what the deal is – but so long as it works I’m not worried about trying to fix it.