Unable to stream video to Android devices off network

Server Version#:1.29.1.6260
Player Version#:9.9.0.35519

My kids use my plex remotely on both TVs and Android mobile devices. Recently their devices stopped streaming video. My device works both on and off of the local network (where the Plex server is located).
I’ve tried to do the research and apply the recommended fixes, I’ve set all settings I could find to the maximum or original resolution. I’ve also tried using their accounts on my device, matching the account settings. and when off the local network my account works and their accounts do not (ON the same device)
I’m out of ideas and would really appreciate any guidance/suggestions on what else I can try.

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