Troubleshooting - Andrew's Media Server

Quick Diagnostics

Before diving into specific issues, run through these quick checks:

Check Internet Connection

Ensure you have a stable internet connection. Try visiting other websites to verify connectivity.

Verify Server Status

Check the Server Status page to see if the server is currently online.

Confirm Account Access

Make sure you've accepted Andrew's server invitation and are signed in with the correct account.

Refresh/Reload

Try refreshing the page or restarting the Plex app to resolve temporary issues.

Connection Issues

Can't Connect to Server

1. Check Server Status

Visit the Server Status page to verify the server is online.

2. Verify Internet Connection

Test your internet connection by visiting other websites or running a speed test.

3. Try Different Network

If possible, try connecting from a different network (mobile hotspot, different Wi-Fi) to isolate network issues.

4. Check Firewall/Antivirus

Ensure your firewall or antivirus software isn't blocking Plex connections.

5. Contact Andrew

If the server appears online but you still can't connect, contact Andrew for assistance.

Slow Loading Times

1. Check Internet Speed

Run a speed test to ensure you have sufficient bandwidth (minimum 10 Mbps recommended).

2. Close Other Applications

Close bandwidth-intensive applications like video calls, downloads, or other streaming services.

3. Restart Router

Unplug your router for 30 seconds, then plug it back in to refresh your connection.

4. Use Wired Connection

If using Wi-Fi, try connecting directly with an Ethernet cable for better stability.

Authentication Issues

Can't Sign In to Plex

1. Verify Credentials

Double-check your email address and password. Try signing in at plex.tv first.

2. Reset Password

If you can't remember your password, use the "Forgot Password" link on the Plex login page.

3. Check Email for Invitation

Make sure you've received and accepted Andrew's server invitation. Check your spam folder if needed.

4. Clear Browser Cache

Clear your browser's cache and cookies, then try signing in again.

Server Not Showing Up

1. Accept Invitation

Make sure you've clicked "Accept Invitation" in the email from Andrew.

2. Refresh Page/App

Refresh the Plex web page or restart the Plex app to see if the server appears.

3. Check "Shared with Me"

Look in the "Shared with Me" section in Plex settings to see if the server is listed there.

4. Contact Andrew

If the server still doesn't appear, contact Andrew to resend the invitation.

Playback Issues

Video Won't Play

1. Check Video Quality Settings

Go to Plex Settings > Quality and ensure the quality is set appropriately for your connection.

2. Try Different Quality

If video won't play, try reducing the quality setting to see if it's a bandwidth issue.

3. Enable Direct Play/Stream

In Plex settings, enable Direct Play and Direct Stream for better compatibility.

4. Try Different Browser/App

Test playback in a different browser or the Plex desktop app to isolate the issue.

Poor Video Quality

1. Increase Quality Settings

Set video quality to "Maximum" in Plex settings for the best possible quality.

2. Check Internet Speed

Ensure you have sufficient bandwidth. 4K content requires at least 25 Mbps.

3. Disable Transcoding

Enable Direct Play to avoid quality loss from transcoding.

4. Check Device Capabilities

Ensure your device supports the video format and resolution you're trying to play.

Audio Issues

1. Check Audio Settings

Verify your device's audio settings and ensure the volume is up.

2. Try Different Audio Track

Some content has multiple audio tracks. Try switching to a different one.

3. Check Audio Codec Support

Ensure your device supports the audio codec being used.

4. Test with Other Content

Try playing different content to see if the audio issue is content-specific.

Device-Specific Issues

Web Browser Issues

1. Update Browser

Ensure you're using the latest version of your web browser.

2. Clear Cache and Cookies

Clear your browser's cache and cookies, then try again.

3. Disable Extensions

Try disabling browser extensions that might interfere with Plex.

4. Try Different Browser

Test with a different browser to see if the issue persists.

Mobile App Issues

1. Update App

Make sure you have the latest version of the Plex app installed.

2. Restart App

Force close the app and reopen it to resolve temporary issues.

3. Check Storage Space

Ensure you have sufficient storage space for offline sync and app data.

4. Reinstall App

If issues persist, try uninstalling and reinstalling the Plex app.

Smart TV Issues

1. Update TV App

Check for updates to the Plex app on your smart TV.

2. Restart TV

Unplug your TV for 30 seconds, then plug it back in.

3. Check Network Connection

Verify your TV is connected to the internet and has a strong signal.

4. Factory Reset App

Clear the app's data or reset it to factory settings if available.

Desktop App Issues

1. Update Desktop App

Download and install the latest version of the Plex desktop app.

2. Restart Application

Close and reopen the Plex desktop application.

3. Check System Requirements

Ensure your computer meets the minimum system requirements for Plex.

4. Run as Administrator

Try running the Plex app as administrator (Windows) or with elevated privileges.

Still Need Help?

If you've tried all the troubleshooting steps above and still can't resolve the issue, contact Andrew for assistance.

Email Support

Send a detailed description of your issue to Andrew

Report Issues

Use the Request System to report technical issues

Include Details

When contacting support, include:

Device type and operating system
Browser/app version
Error messages (if any)
Steps you've already tried