Shared User Not Able to Access via PS4

Server Version#: 1.22.3.4523
Player Version#: PS4
I’ve got a shared user who can access the shared libraries via Roku just fine, but when they tried to access it via their PS4, it told them my server was “currently unavailable. Please verify that the server is running and has a network connection.” The server is up and running fine. When they switch back to Roku in other room all runs fine. Is there any limitations on how a shared user can access shared media?

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