Server and laptop unavailable in the server list

Plex Media Server NAS & Devices
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Server Version#:
Player Version#:

Good evening
I’ve 2 macbook, 1 windows pc and 1 NAS QNAP.
It’s almost 15 days that my account doesn’t work, started after an update.
I can see in the server list only the windows one.
If I connect my laptop I can’t see anything except the windows one (also the laptop whose I connected with is unavailable).

I tried uninstalling all, reinstalling it, but nothing changed.
I tried removing the server and inserted them again, nothing changed.
I tried also removing my laptop I’m using now, and after the connection I cannot see it in the server list.

I tried to connect from other devices like the iPhone or an external one, but they don’t see the devices.

Can you help me to solve this problem?

Please, I don’t know what to do!

Thanks
Gabriele

2

Sounds like you may have logged into the servers using different accounts. Follow the guide https://support.plex.tv/articles/204281528-why-am-i-locked-out-of-server-settings-and-how-do-i-get-in/. This will help you identify the Plex accounts being used.

If that doesn’t solve the issue, also look to see if you are requiring secured connections with your server. If there is an issue making a secured connection, your servers won’t appear. Set your server security setting to “Preferred” then in the clients enable the option to fallback to an insecure connection.

3

Checking the first thing you told me…i’m Connected with the same account everywhere

For the second Thing, I can’t have access to the settings of Plex because Plex doesn’t recognize the device, without recognizing the device also the settings are not available

4

Can you restart PMS on each machine, do nothing but wait 3 minutes, then manually get me the logs from each one.

5

Can I ask you where can I found the logs with Mac and qnap nas?

Thanks you

6

https://support.plex.tv/articles/200250417-plex-media-server-log-files/

Scroll down to the section on manually getting logs.

7

Thank you|

Here you can find my macbook logs

The others I’ll send you ASAP

8

I’m seeing DNS issues in your log. Basically, the app is trying to connect securely to your servers, but it can’t find them due to DNS issues. This is typically caused by your router and something called DNS rebinding.

You also seem to have 2 ethernet cards and one isn’t being used. I would suggest disabling that device if you don’t need it.

9

Can you please help me telling me what I have to do for fixing the problem?

10

If it is the DNS rebinding, that is a router issue. You can try changing your DNS to Google’s.

If it’s the 2nd ethernet card, isn’t there a setting to disable it? Basically treat it as if it doesn’t exist? I’m not a Mac person, so I don’t know how to do that.

11

I don’t have a 2nd ethernet card.

At my home then as is connected to the modem with 2 LAN cables, than I have a time capsule connected to the modem.

Locally I can see the things, but I’m in Paris and I can’t see from remote both with the macbook and the iPhone. I tried also connecting to others internet connection, but nothing changed

12

I’m sorry. Are you saying you have 2 cables from your server going to the modem? Or 2 on your modem, one from the computer, one from the time capsule? But how about your other servers? Where are they?

13

Yes there is a double connection of cable from server to the modem (for a faster connection).
There is another cable that goes from the modem to the time capsule.

The macbook 12 inches is at home, connected with the wifi, it can see the qnap nas.
The windows pc is at home, connected with the wifi and it can see the qnap nas.

Here from Paris I can’t see it remotely and I tried connecting from the office wifi, from the home wifi, from the iPhone with the hotspot. Same result, you can’t see devices connected (either the macbook that I’m connected with)

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461054×474 102 KB

I tried restarting also the connection of my macbook here in Plex, removing it from the list on the left (following the instructions of the forum), and now there isn’t at all and it is very strange because the device witch I’m connected with must be in the list

14

had a look at your logs and current state of your servers

So you have 4 machines, one that is with you in paris and runs server as well as Plex Media Player and the other 3 remote at home

The currently held plex.tv information for the server is as follows
The servers that are at home

NASGABRIELE
NAS
1.13.5.5291-6fa5e50a8
192.168.1.100, 10.0.5.1, 10.0.3.1	

Gabriele's Macbook
Mac
1.14.1.5488-cc260c476
192.168.1.72

claudiopc
Win
1.14.1.5488-cc260c476
192.168.1.31

and the server from which you provided logs here is with you and has Plex Media Player as well as server MacBook Pro di gabriele
It is a Mac on 1.14.1.5488-cc260c476 and at this moment in time it is on a local network that is not your network 192.168.43.185

The logs i had a look at from the 21st December shows that machine on 192.168.0.46 and that it was attempting to connect to the other servers locally
I do not know if you were in paris with that machine or at home - but the network subnet was different 192.168.0.xx whereas the 3 at home servers on 192.168.1.xxx

For servers to be accessed remotely then need to have a working remote access state. At this moment in time none of your servers are showing as successfully setup for remote access.

For servers with multiple network interfaces, there is no guarantee that Plex Media Server would setup the port mapping for the interface you want - I do see in the case of your MacBook Pro di gabriele machine that Plex Media Server did correctly identify that 192.168.0.46 was the interface to use.

So to start with we need to establish why each of servers at home are not setup for remote access. First thing to do is to update your QNAP from 1.13.5.5291 to 1.14.1.5488

Then need to be on your home network to setup remote access for each of the 3 servers NASGABRIELE, Gabriele’s Macbook, claudiopc

We always say that setting it up with port forward and manually specified port is the most reliable way - so long as your router does not lose its settings periodically due to ISP action

So to use port forward, first ensure the IP addresses do not change so make sure each of 192.168.1.100 for the NAS, 192.168.1.72 for Gabriele’s Macbook
Mac and 192.168.1.31 for claudiopc are all set as DHCP Reservations in your router

Then decide on what public tcp ports to use for the servers. I am going to give you examples below

NASGABRIELE Public TCP Port 32410

  • Setup port forward in the router to forward tcp port 32410 to local port 32400 forwarding to 192.168.1.100
  • In remote access server settings with show advanced for the NAS, tick manually specify port and enter 32410 in the box and retry and disable/enable remote access

Gabriele’s Macbook Public TCP Port 32420

  • Setup port forward in the router to forward tcp port 32420 to local port 32400 and forwarding to 192.168.1.72
  • In remote access server settings with show advanced for Gabriele’s Macbook, tick manually specify port and enter 32420 in the box and retry and disable/enable remote access

claudiopc Public TCP Port 32430

  • Setup port forward in the router to forward tcp port 32430 to local port 32400 and forwarding to 192.168.1.31
  • In remote access server settings with show advanced for claudiopc, tick manually specify port and enter 32430 in the box and retry and disable/enable remote access

If you have any issues with remote access being established on a specific machine, get logs from that machine with debug logging enabled

See
https://support.plex.tv/articles/201643703-reporting-issues-with-plex-media-server/
https://support.plex.tv/articles/200250417-plex-media-server-log-files/

https://support.plex.tv/articles/200289506-remote-access/
https://support.plex.tv/articles/200931138-troubleshooting-remote-access/

15

To add to my earlier post, the logs provided on the 21st December from this Mac MacBook Pro di gabriele

They cover Plex Media Player attempts to find the servers on the 21st December - failing because the 3 servers at home were not available for remote access and with regards to the server on that machine, it was last shutdown on 13th December. The server logs cover 11th December to 13th and can comment on that if you wish

16

Thank you very much
Problem solved setting the ports!

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