1st question. Why is there no tech support for paying users? A Forum???
Sigh, well, here goes. Sometyimes (rarely) one of my servers is available, but usually it’s not. No explanation, you can click try again until the cows come home, it’s not coming up. I follow the meagre instructions Plex gives, and still nothing. Am I going to have to delete and recreate my server every time I want to use it?
Support is through the forums = https://forums.plex.tv
There is a lot of support information on the support articles available here https://support.plex.tv/articles/
Is you server not reachable when connecting from other devices ?
Is it reachable on the machine itself via a browser connection to http://localhost:32400/web
When it is not reachable on the machine itself via localhost, does the Plex Media Server.exe show up in windows task manager as running? Is the Plex system tray icon visible and does not disappear?
If the issue is only when connecting from another PC then it could be DNS Rebinding Protection stopping secure connections to the server via a plex.direct url that would translate to the local IP.
If you have DNS Rebinding Protection in the router then enabling remote access on the server would get round the problem as the Plex Web app would then try to route via the public IP plex.direct url
In any case, see if you can get some logs - when the issue arises and with trying out from another machine and also directly via localhost:32400/web
See these support articles for plex web log and server log
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/201611836-plex-web-app-logs/
When supplying logs please indicate what time the issue arose and where the connection was from
See also https://support.plex.tv/articles/201869908-log-files/ if there are other apps involved
I understand support is through the forums. What I don’t understand is why someone would get the same level of support (none) having paid for the service, as someone who didn’t. Maybe I am off base on this, but isn’t it reasonable to expect that if you’re paying for something and it isn’t working, that the people who sold it to you would be responsible for fixing it?
@flow said:
You should have read what you payed for. There is no word that you get support when you pay for Plex.
You’re absolutely correct. I just went back and checked, and while I was sure there was some kind of support for paying users, I just went back and looked and it seems there isn’t. Perhaps I just assumed that if you pay a premium for a service that you’d get, you know, premium support. Nope, not here. I just went and cancelled my auto renew, so I guess now I get 10 more months of a broken product I cannot use. I should have been more careful. Thanks. I guess now it’s back to Google Play Music, or whatever that thing is. It sucks, but at least it doesn’t claim not to. And with that, you get what you pay for, nothing.
Live and learn I guess.
Wow, not much more to say on this thread. You posted a message and within 12 minutes had a response from a Plex Employee asking for more information.
@sa2000 said:
Support is through the forums = https://forums.plex.tvThere is a lot of support information on the support articles available here https://support.plex.tv/articles/
Is you server not reachable when connecting from other devices ?
No, I can see the server from other PCs and mobile, but it's not reachable
Is it reachable on the machine itself via a browser connection to http://localhost:32400/web
No
When it is not reachable on the machine itself via localhost, does the Plex Media Server.exe show up in windows task manager as running? Is the Plex system tray icon visible and does not disappear?
Plex Media Server (32bit)
Plex DLNA Server.exe
Plex Tuner Service.exe
Plex Update Service.exe
and 11 instances of PlexScriptHost.exe
If the issue is only when connecting from another PC then it could be DNS Rebinding Protection stopping secure connections to the server via a plex.direct url that would translate to the local IP.
Can't connect from anywhere. Cannot access settings, so if DNS etc is in settings, I can't even find out what they are.
If you have DNS Rebinding Protection in the router then enabling remote access on the server would get round the problem as the Plex Web app would then try to route via the public IP plex.direct url
?????????????????
In any case, see if you can get some logs - when the issue arises and with trying out from another machine and also directly via localhost:32400/web
The issue always arises, as in, it never works. I'll look at these links.
See these support articles for plex web log and server log
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/201611836-plex-web-app-logs/
When supplying logs please indicate what time the issue arose and where the connection was from
See also https://support.plex.tv/articles/201869908-log-files/ if there are other apps involved
Is it customary to have to go through all of this to get a server working? Seems like a lot, no?
@johnm_ColaSC said:
Wow, not much more to say on this thread. You posted a message and within 12 minutes had a response from a Plex Employee asking for more information.
Thanks John, this did worlds for my frustration. Guess you’ve never been there. Thanks for your help in resolving my issue.
Sorry you are having a problem but the apparent attitude was not helping your cause much.
A Plex Employee posted with questions which you responded with some additional comments about support. Then respond to another user post and mention cancelling your auto renew and going back to Google Music and marked his response as the Accepted Answer all without responding to the Employees questions.
At least I see now you have tried to have an actual dialogue with @sa2000 to try to resolve your issue. Hopefully he can help you out.
Perhaps if you had first responded to the Plex Employee with the answers you would have been less frustrated. FYI, I and most other Ninja’s are not going to step in when an Employee has started a dialogue with a user. But did after you had marked the question as answered and had not answered the Employee’s questions.
Just to add to the logs - if you have multiple plex.tv accounts, it is possible the server is signed in to a different account from the one you are trying to authenticate with -
Lets concentrate on getting http://localhost:32400/web to work on the server itself PC itself
Best to start with a restart of the PC and then when you have confirmation that there is a plex icon in the system tray and showing in task manager, then try the http://localhost:32400/web in a browser on the PC
Note down the time and get the logs from the logs folder
copy it out and zip the copy
Default location C:\Users\xxxxxx\AppData\Local\Plex Media Server\Logs
@johnm_ColaSC said:
Sorry you are having a problem but the apparent attitude was not helping your cause much.A Plex Employee posted with questions which you responded with some additional comments about support. Then respond to another user post and mention cancelling your auto renew and going back to Google Music and marked his response as the Accepted Answer all without responding to the Employees questions.
At least I see now you have tried to have an actual dialogue with @sa2000 to try to resolve your issue. Hopefully he can help you out.
Perhaps if you had first responded to the Plex Employee with the answers you would have been less frustrated. FYI, I and most other Ninja’s are not going to step in when an Employee has started a dialogue with a user. But did after you had marked the question as answered and had not answered the Employee’s questions.
This is not productive to pursue, but to clarify, I marked that as an answer because he was correct, paying for the service does not entitle you to support. I should have been clear on that going in. That makes it on me, and I was trying to acknowledge as much. As a newbie to these forums, perhaps I erred in doing that.
