I’ve recently come across this issue and it has me baffled. I have a friend that has been using my Plex account for the past year at her home. We both have Time Warner Cable and have never had any issues. Recently she upgraded her internet speed and received a new modem. Now, when she tries to connect to Plex she gets the “subnet” error message. At first I thought that it might be because our IP addresses were now similar. They were both 192.168.0.x. So, I changed the local IP structure on my modem to 192.168.5.x. This did not solve the problem. We created a new Plex account for her and I shared my libraries with the account. Signed in to the Plex app on her Fire TV and still got the same error message. I have the same problem if I try to use Plex from my phone on her network. If I disconnect from her network I can access Plex. For testing, I connected her Fire TV to the mobile hotspot on my phone and was able to access my Plex server with no issues. I’m not understanding what the issue is as yes, we have the same ISP but we are at totally different locations with different modems. Has anyone ever had this issue?
The equipment and LAN IP addresses at either end don’t make any difference with a proper Plex Remote User setup, because the server and client are not talking to each other directly over the network. They don’t even have to be in the same class of private space (for example my home LAN is on 10.11.12.x, and my sister’s Rokus stream just fine on 192.168.1.x). The requests are funneled through Plex’s servers and they negotiate the connections, punch the firewalls, and direct the streams (the same way remote access programs like TeamViewer work). The only thing I can think of is her new modem is blocking UDP, or maybe hers is using IPv6 and yours is using IPv4 (or vice versa) and that’s throwing a monkey into the wrench somewhere along the line. Do either of your external IP addresses or her internal addresses look funky with a lot of letters/numbers/colons?
What’s the make/model of the new modem/router?
I think you may be right about the IPV6. When I did a whatismyip on her network it looked like an IPV6 address and mine is not. I will check her modem this evening to see what it’s set to and also get the make and model. Thanks for your input taz420nj.
No problem. I’m not positive that an IPv4 server and IPv6 client would necessarily cause problems here (thats something a Plex employee would have to answer), but I know from experience that because IPv6 is still relatively low use and the translation technology which allows them to coexist on the internet isn’t always configured correctly, that’s the first thing I check when I have someone with remote connectivity issues - and usually it is the culprit.
I’m checking out her modem now. It’s a Technicolor TC8717T. On the local IP network page both enable stateful and enable stateless DHCPv6 are enabled. Should I try disabling those?
I think I’m going to give Time Warner a call. I’ve also discovered that while I’m on her network I can no longer RDP into my home computer where PMS is installed. Will report back with the outcome.
Yeah if RDP isn’t working it definitely sounds like an IPv6 issue. Go ahead and disable every setting related to IPv6, make sure if there is anything that says DHCPv6 to disable that. But make sure the IPv4 DHCP server is enabled or else nothing will be able to grab an IP. There is absolutely no need to have IPv6 enabled on the LAN. As far as the WAN that may be forced by TWC, butif that’s the case by all means if you still have issues after disabling it on the LAN call and complain. Note after disabling IPv6 the router and all connected devices will need to be rebooted.
