Can no longer connect to Plex server remotely

Support
1

Issue description:

I have a Plex server, running on my Linux system directly, and can connect remotely using Plexamp. I used to be able to connect with Symfonium, but now I can’t. The remote IP is correct, as is the port, and the port is open in my router. Plex says remote access is fully functional.

I have added (and deleted) the Plex server a few times, and each time it finds the server using the Web authentication, no errors, even finds the library to ignore (audiobooks), refreshes OK and find all the music, but after finishing the full refresh, it cannot find any media at all except using LAN.

I’m confused because there is only one entry, which is the remote IP, but it still works over the LAN without cellular connection, but as soon as I disable the LAN and try to use cellular, it can’t find any media and says to add a media provider.

I’ve tried adding manually, with the same results.

I’m now going through the add server in debug mode, and can upload it if it ever finishes. It’s doing the refresh, and is finding everything, which it always does OK. I’ll send it if needed.

Logs:

Upload description: visitor-martyfried

Additional information:

 
As a long-time internet user and retired software engineer, I’m pretty familiar with the basics of opening ports in the router, etc. Also, I have read all the available instruction, and I believe everything is set up correctly.
 

Reproduction steps:

 
I think I already entered all the details
 

Media provider:

Plex

Screenshots:

     

2

As the message in the middle of the screen says you have enabled a filter (Available offline) so the media not available are not visible.

3

I don’t understand why that matters. I don’t ever want to see media that isn’t available, unless I’m missing something. But my question is why is EVERYTHING not available? Does Symfonium no longer support Plex server when not on the local network? That was the reason I bought it in the first place, was to have an alternative to Plexamp.

Note that all the media is available when on the network; am I missing something here?

4

I can’t know what you do I can only see logs.

You have enables the option to only see available offline media. So offline cached. Ao they are hidden as not cached.

Give more details about your issue and screenshots.

5

I thought my post explained the situation. I select (All albums, All artists, Tracks, etc), all it says is

“Nothing to display
Add a media provider or refine your filters”

I don’t see how screenshots will help, except to cause more work and give you more time to put off any solution. I've already spent a lot of time trying to figure this out from online documentation and posts, and I'm close to giving up and just using Plexamp.

I have added media provider a number of times, and it takes a while, seems to be finding everything, and shows no errors.

I have set no filters that I know of.
6

Yes and as I said that message clearly says: Refine your filters.

The logs shows that you have enabled a filter so it’s a given.

I can’t guess why you enabled it or how, but you have enabled a couple of settings that leads to the current situation.

So no screenshots and details are not useless, they are needed so I can see exactly what you changed to help you fix your settings.

7

I explained as best I could about that filter, and asked why I would want to display unavailable media; if it’s unavailable, that implies it can’t be played, but I asked why 100% of the media is not available on cellular data. And offline implies there is no cellular or LAN connection, so that also doesn’t seem to be pertinent. Perhaps there is a language barrier here, and the terms used have some other meaning? Or perhaps you are not understanding what I posted? I certainly don’t understand what you are posting so far, and you asked for random screenshots without specifying what screens you even wanted, so that is a waste of time right there. If you don’t want to support issues, then just say so, don’t make me jump through useless hoops.

8

But somehow I’m the one not trying to help here …
As written above you have enabled the filter Only available offline, that means it only shows media offline cached and no media are cached.

Your don’t show your filters, your provider settings and keep refusing to give details and be aggressive despite me trying to help…

So again I can’t guess what you did, all I can see is the logs.
In the logs there’s connection on Wifi and on Mobile, sync works, everything works but you have enabled the filter that hide all.

I don’t know what more I can tell, and if you keep being that aggressive and refusing my help then yes I’ll probably stop trying to help as I can’t help you against your will …

9

I have not refused anything. I sent the debug data as specified. You asked for screenshots, but you did not specify what screens to show - am I supposed to read your mind, or did you expect me to take screenshots of every possible screen?

As for what filters I looked at the “Filter options” for the screens such as “All albums”, and saw “Only favorites” (not enabled), “Hide small albums” (not enabled), and “Smart Filter” (none set). I didn’t think about the such as “Hide media not available offline” because: 1. I thought of that as an option rather than a filter - perhaps incorrectly, and I’m sorry, and 2. Those 3 filters seemed to all be similar, which is to hide things that are not available or playable, which to me seems desirable for my use. I didn’t think the available offline mattered, because I was not offline. I tried to explain all this, but you seem to only zero in on my providing screenshots which in the end did not matter at all. Simply explaining the meaning of that filter is all that was needed, and that’s all I asked for early on.

10

I did tell you since the start what filter you enabled.

Then I explained what the filter did.

I then give you the link to the doc of said filter.

Take time to read this exchange please.

11

In the beginning you said “media not available are not visible”. I answered that I didn’t understand why I’d want to see media that is not available, and asked why that mattered. Obviously, there was something I was missing. Also obviously, I read the exchange, but apparently you did not read my reply/questions. You can continue to blame the user for problems, or you can try to educate the user about why it’s happening. You seem to prefer the former.

The fact that I have always been able to see the media when connected to the LAN, but not cellular, led me to believe that these filters were not the cause. Nowhere does it say they only affect cellular but not LAN.

I’m pretty disappointed with your attitude, and regret that I paid for this app early on to support your efforts - I should have waited until after I used it a bit. Now, I don’t really feel inclined to use it, and will probably stick with Plexamp, which has always worked well without needing to spend so much time figuring out how to make it work.

12

It works by default, you enabled some filters. Don’t blame the app for your actions … But use the app you prefer …

The filter was named available offline, you can’t just ignore a part of the name.

I did took time to try to help, but you kept telling me that you do not want to provide more details as you already passed a lot of time on this before opening the issue.

And then when you finally maybe understood that the details where needed you found another way to complain that I was not precise about the details… Despite telling you multiple times that it’s a filter issue, giving you the doc page of the filters, you sis not thought that giving your filter details was necessary? You said I have no filter s …