topic Re: Unable to connect to plex Sagemcom 5364 in Broadband

Unable to connect to plex Sagemcom 5364

ocean4127 — Tue, 26 Jul 2022 11:07:08 GMT

Recently I have been unable to directly access plex remotely to allow streaming. Nothing has changed in the setup which previously worked perfectly, the relevant ports are forwarded but still I cannot directly connect to the plex server from outside the network.

I think this is a router firmware issue, the router is a Sagemcom fast 5364 firmware

SG4K100136

I can see others have had similar problems but I cannot see a solution being posted. Is there one?

Thanks

Re: Unable to connect to plex Sagemcom 5364

Anonymous — Tue, 26 Jul 2022 11:11:00 GMT

Hello,

Do you see a specific error message when this happens? Have you tried powering down the router for a full 30 minutes and then re-tested this again as this will reset the current session?

Thanks

Re: Unable to connect to plex Sagemcom 5364

ocean4127 — Tue, 26 Jul 2022 15:49:09 GMT

Hi, thanks for your help.

The error from plex is that the app is unable to connect securely to the server.

I have tried turning off the router for half an hour as you suggested, unfortunately it did not work. So far I have performed a factory reset on the router, manually port forwarded the relevant ports, I have also re-installed plex with default settings but with no success.

Plex is set to allow secure connections and when accessed from within the network functions normally and its setting state it is accessible remotely.

The set up was working up until recently, given nothing has changed with the network or my settings and it functions normally within the home network I suspect there is a router based issue. Do you have any other suggestions?

Thanks

Re: Unable to connect to plex Sagemcom 5364

Anonymous — Wed, 27 Jul 2022 06:12:59 GMT

Hello,

Ok thanks for confirming. We can try a different version of firmware. Are we ok to update this today? It will take around 20 minutes to complete and the router can't be switched off or rebooted during the update.

Thanks

Re: Unable to connect to plex Sagemcom 5364

ocean4127 — Wed, 27 Jul 2022 09:29:31 GMT

Yes that is fine thanks

Re: Unable to connect to plex Sagemcom 5364

Chris-TalkTalk — Wed, 27 Jul 2022 09:49:10 GMT

Hi ocean4127

Could you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

Re: Unable to connect to plex Sagemcom 5364

ocean4127 — Wed, 27 Jul 2022 10:02:04 GMT

OK I've done that.

Re: Unable to connect to plex Sagemcom 5364

Chris-TalkTalk — Wed, 27 Jul 2022 10:49:25 GMT

OK thanks. Could you add the router serial number to the private notes section of your community profile and I'll try to find it on our systems

Thanks
Chris

Re: Unable to connect to plex Sagemcom 5364

ocean4127 — Tue, 09 Aug 2022 13:11:17 GMT

Sorry for the slow reply, I've put the serial number in the private notes. Thank you

Re: Unable to connect to plex Sagemcom 5364

Debbie-TalkTalk — Tue, 09 Aug 2022 13:16:34 GMT

Hi ocean4127

Thank you. I will need to make a change to your router firmware, will it be ok if I do this now?

We advise to leave the router switched on without being rebooted whilst we update the FW. This should take no longer than 15 minutes to update.

Thanks

Re: Unable to connect to plex Sagemcom 5364

ocean4127 — Tue, 09 Aug 2022 13:17:51 GMT

If you could wait until after 3pm that would be great, the connection is currently being used for a work meeting! thank you

Re: Unable to connect to plex Sagemcom 5364

Debbie-TalkTalk — Tue, 09 Aug 2022 13:19:36 GMT

Hi ocean4127

I will start it around 4pm this afternoon, will this be ok?

Re: Unable to connect to plex Sagemcom 5364

ocean4127 — Tue, 09 Aug 2022 13:51:54 GMT

Yes that will be fine thanks

Re: Unable to connect to plex Sagemcom 5364

Debbie-TalkTalk — Tue, 09 Aug 2022 15:16:58 GMT

Hi ocean4127

I'm attempting to update the firmware. Can I just check that the router hasn't been rebooted?

Re: Unable to connect to plex Sagemcom 5364

Debbie-TalkTalk — Wed, 10 Aug 2022 10:23:49 GMT

Hi ocean4127

I'm still unable to connect to your router, is the router switched on at the moment?