I’ve searched a bit on this forum and from what I’m reading it suggests that this forum is the way to get support. However, in some recent posts (here) it suggests there is a way to engage support that is ‘official’ suggesting more effective than posting questions on a forum and hoping someone technical will respond.
Does anyone know what the ‘official’ way to engage technical support is?
The contact info provided in that thread is for billing and other account issues. For product support, these forums are it.
For technical support, those of us who monitor our specific forum sections will see your post (request for help).
If you are uncertain how to map your need into one of the defined categories, Ask in General (Plex Pass or Public) and we’ll see it.
If you know / spot any of the Ninjas (by name), and he/she covers the general topic you are having trouble with, simply ping him/her by calling out.
For example, to ping me, you would write something like
@Chuckpa can you look at this please ? after you’ve described your problem the best you can. Similar to how I just pinged you.
If you can get the log files in advance, that’s even better (Settings - Server - Help - Download Logs). Attach the ZIP file with your post. It will save time asking you for it later.
Thank you. My issue somehow corrected itself, which leads me to believe there are propagation times on the back-end that users don’t know about that affect our service.
For your info i’ll summarize the behavior I saw as it was odd.
If i logged into plex.tv, and launched the browser application my Plex Cloud service was showing unavailable and none of my libraries were showing up. I was actually using a Plex app on my Samsung DVD player to stream a TV show at the time, so functionally everything was working.
If I then when into my account and Plex Cloud, I was able to ‘Restart’, however this didn’t solve the problem of #1
I went to the cloud PMS site, grabbed the Services URL (https://some_guid.ric.plex.services. I posted that to my browser and it brought me to a working web console for Plex Cloud.
I went back to plex.tv -> Launch. Still had the same issue as #1
In about 30 minutes or so it had corrected itself (in the time I went to see support contact process). I went to plex.tv -> Launch, and everything was working.
For technical support, those of us who monitor our specific forum sections will see your post (request for help).
If you are uncertain how to map your need into one of the defined categories, Ask in General (Plex Pass or Public) and we’ll see it.
If you know / spot any of the Ninjas (by name), and he/she covers the general topic you are having trouble with, simply ping him/her by calling out.
For example, to ping me, you would write something like
@Chuckpa can you look at this please ?after you’ve described your problem the best you can. Similar to how I just pinged you.If you can get the log files in advance, that’s even better (Settings - Server - Help - Download Logs). Attach the ZIP file with your post. It will save time asking you for it later.
Please add the information about pinging staff by name to the relevant KB articles (for example https://support.plex.tv/hc/en-us/articles/201611836-Plex-Web-App-Logs ) to avoid people’s requests for help being ignored for weeks or months. (Yes, i currently have both cases with issues i have reported.)
Pinging staff is really intended as a last resort.
Plex’s support policy is community based but some staff members, like myself, along with the Ninjas (who are volunteers btw) are also here in the forums to help.
You know, it would be nice if you could at least go easy on the double-speak.
You’re saying that Plex the company flat out does not provide any support. Any answers we get from staff are lucky coincidences because some of you volunteer, and the money we spend is not a business transaction but mere organized donations.
Can you at least understand how things like this can piss someone off?
Then I’ll be very direct as it pertains to me.
I’m part-time support staff. I put in more than my allowed 20 hours per week because I am genuinely trying to help.
My area of support is Linux and NAS boxes. I help out in other areas where I can and as I can.
Rather than risk any more confusion, I’ve asked a full time employee to take over from this point forward.
Thank you ChuckPA for trying to help where and how you can, and to those others that have helped me and others where and how they can, be them volunteers or employees. Full or part time.
It is going to be a bit of an uphill battle for Plex to gain some traction on the customer support front, but i hope they keep trying and do improve their image in that regard, it is way over due. But us users would welcome it with open arms!
@ChuckPA: Thanks a lot for being direct, i honestly appreciate it, and as former MMO support agent i sympathize with your position.
Since my plex status does not improve the chances of my stack traces of crashes being taken any more seriously than the random chance alloted to any other user, and most of my media doesn’t play on my tablet anymore, i’ve cancelled my subscription and consider my questions in this thread answered. That does not reflect on you in the least, and in fact i consider you the best person affiliated with plex i’ve had contact with since i started using it. If management decides to provide a direct line to report bugs* that isn’t based on pure chance, i’ll resub.
Thanks again.
( * not provide support as in “how do i use this”, i mean only bugs )
I can share that with regard to submitting bugs / having something like ‘Support Tickets’, we’re going through the options available now. We’ve been test driving some of them while others were ‘thanks but no thanks’. I don’t know what will be chosen but you’re not the first to request and need such a mechanism. While it would slow down response time for those we do help, it would be a first-come first-served system in that regard with nothing overlooked.
That is excellent news and sounds very reasonable, thank you for sharing that. I’ll look forward to it. 
