Start with the exact status and the affected identity. A successful owner read does not prove that a shared profile has access, and a successful publication does not prove that every Roku has refreshed.
Owner controls are missing or publication is denied#
Confirm the active Plex profile and selected server. The account must own that server; being a shared user, a member of Plex Home, or knowing the Admin PIN does not grant publication authority.
Ownership checks also require replies from plex.tv and the server identity endpoint. An authentication or connectivity error should be resolved before retrying a write. Preserve the HTTP status or the specific message Reel displays.
The configuration playlist is rejected#
Reel expects one empty, non-smart video playlist named REEL-CONFIG. Multiple matching playlists, a nonempty playlist, or the wrong type prevent safe discovery.
Inspect the conflicting objects in Plex. Do not delete a playlist that contains media simply because its name collides with Reel's reserved name. Resolve the naming or duplication deliberately, retain any configuration text you need, then reload.
Publication fails or cannot be verified#
Distinguish a refused write from a successful write whose verification failed. A dropped response can leave a stored change even if the application cannot confirm completion. Reload before publishing the same draft again.
A hosted conflict means the document changed after it was read. Reload the current revision and review your intended changes against it. A newer-format refusal means the client cannot safely edit that configuration; use a compatible Reel version.
A viewer still has the old behavior#
- Check that the owner actually published and received a verified success.
- Check that the viewer is using the intended server and profile.
- Inspect whether a permitted personal override takes precedence over the new default.
- Allow a refresh or use Reload server settings. Periodic checks can be deferred during playback.
- For Server playlist storage, inspect the publication's audience coverage. A newly invited user may need the owner to republish so access can be granted.
A failed or missing configuration read is not an instruction to erase a previously cached policy. An installation retaining its last known configuration during a read failure is different from a successful Unpublish.
Studio or rating artwork is missing#
Check the REEL Photos library, the affected profile's library access, the PNG extension, the exact normalized metadata name, and duplicate identity/variant pairs. Confirm PMS indexed the image and supplies the filename in the photo information. Then refresh Reel's catalogue.
Also check the effective Studio & rating artwork setting. An owner's choice to Hide can apply through a permission lock. The artwork guide contains the current naming rules; older badge naming schemes are not interchangeable.
Useful support details#
Include the Reel version, Roku model, PMS version, storage mode, whether the affected profile owns the server, and the precise error. Describe whether the failure occurs while reading, publishing, verifying, or displaying the result.
If you attach a screenshot, exclude account credentials and PINs. Configuration support does not require sending media files or a Plex authentication token. Contact details are on the support page.