Why is new app saying I am offline when I am not?

Plex Players Mobile Devices
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I posted a similar issue in a different, yet similar, topic.

The sync issues are killing me. Thx!

Original Post: Plex home offline bug in Android app

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Thanks for replying so quickly sergiou87! I have recreated the issue, resolved it using the 1st workaround and collected the logs and sent them to you directly. Let me know if you need me to send more logs, or try other workarounds, happy to help!

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Had this same issue for a couple of days and everything started working again after I turned off my modem router and turned it back on again. Unsure how this fixed the offline issue but just posting here in case it works for others.

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@K8-1 have you enabled secure connections in your server?

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@sergiou87 My default setting for the secure connections on the server is Preferred. Here is what happens when I try different settings:

Required - can’t connect via data connection on the phone, Plex reports ‘not accessible outside of the network’
Preferred - same behaviors as described in my original post, can’t access the server using iOS app/data then when I apply the workarounds it works.
Disabled - same behavior as Preferred

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same problem, It’s about two years 
oops

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Thanks @K8-1!

The behavior with Required matches what I’d expect after reading your logs, I’m surprised about Disabled though.

For some reason I see in your logs that you have secure connections available inside your LAN but not from outside (which is the reason why Required just doesn’t work for you). So it first tries secure connections only (not available when you use cellular data), it fails, and when you manually refresh the hub it finally tries the insecure connections available.

With Disabled I would expect it to work fine. Could you set it to Disabled and provide logs the same way you did before, please?

In any case, I wonder why you don’t have secure connections available out of your LAN :neutral_face: Do you have any custom domain name registered and being used for your Plex Media Server? :thinking:

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@sergiou87 I have sent you the log with the secure connections set to ‘disabled’. I tested again and it’s exact same behavior as ‘preferred’. To answer your question I do not have any custom domains set for the server. Let me know if you need anything else tested or more logs!

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Thanks @K8-1!! Those logs show there is a different bug where you disable the secure connections in the server, but the app still tries to use secure connections :man_facepalming: We will look into that.

The original issue you reported with Preferred secure connections is, to some extent, “expected behavior”. Not the best, so we should try to improve that, but expected.

And when I say it’s expected, I mean it’s expected given you have secure connections available from your LAN, but only insecure connections available from cellular connection. However, what is not expected at all is that lack of insecure connections from ouside of your local network :neutral_face:

Fixing that last part would make the app behave normally again for you (although we will take care of the underlying issues anyway).

I have to talk to someone will knowledge about how those “secure connections” are exposed to the app to see how can we debug this. I will let you know when I know something :sweat_smile:

Thanks again for the help!!

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Thanks @sergiou87! For what it’s worth, I spent last couple of days trying to troubleshoot and figure out how to enable secure connections outside of my network, but no matter what I tried I couldn’t figure out how to make it work, so I’m back to ‘preferred’ on the secure connections. More troubleshooting info sent directly, hope it helps!

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In case it’s useful to someone else, @K8-1 had a problem with secure connections, due to a bug on our “cloud” side of things that prepare all the necessary stuff for those secure connections.

More specifically it happened when the Plex Media Server was migrated to another machine. Just signing out of the server and signing in again should solve that problem.

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There are also things to fix on our side to make the app handle this situation more gracefully, but for now I hope this helps!

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@sergiou87 thank you so much for taking the time to troubleshoot my issue and find a solution :smirk: :point_up_2:. I am now able to connect securely using data connection on my phone from anywhere with a Plex and Plexamp app without any issues at all.

To the Plex team, I am grateful to you for providing us with such an awesome app, I’ve been a user from the early days and it’s been amazing to see how far you’ve come! :rocket:

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Given how much the app has changed since the original post, and that the most recent user issue has been fixed, I’m closing this thread. Any new issues can be made in a new thread :slight_smile: