Users connecting both directly and indirectly at same time since switching internet providers

Plex Media Server Remote Access
1

Server Version#: 1.40.3.8555
Player Version#: 4.131.1

PMS is run on a Windows 10 Pro system.

I recently switched internet providers from one that provided a modem/router combo to one that provides only a modem and I where was responsible for purchasing my own router.

Since that time, 3 out of the 10 regular users now connect with an indirect connection while others will be connected at the same time with a direct connection, and I’m unsure of why that is.

Example 1
Example 2

My private IP in the port forwarding entry on my router matches the one entered in Plex, and while at least 7 other users are connecting directly when streaming, these other 3 users who all used to connect directly prior to me switching internet providers and adding a router now only connect indirectly.

I can’t think of anything on my end further to look at in regard to what might be causing the issue since most of the people connect directly perfectly fine, so could this be something on the end of those connecting indirectly and if so, what might that issue be?

2

Change your router dns to Google 8.8.8.8 8.8.4.4

3

If Settings → Remote Access says full accessible outside your network and some streams say remote, then your end is working OK.

For the users connecting indirectly, have them reboot their device (mobile phone) or power cycle it (Firestick). If that does not work, then have them logout/login to the Plex app.

This is a guess, but they may have the PMS server’s old public IP address cached on their system. A reboot and logout/login should force their device to get updated info from plex.tv (i.e. the new IP address of your server).

4

Perfect. The previous public IP address still being cached sounds like a logical reason why this is happening. Thanks, I’ll try having them do that.