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Cannot Update Music Library (This server cannot reach the Internet. Please verify connectivity ...)

ferchizzleferchizzle Posts: 27Members, Plex Pass Plex Pass
edited July 16 in Linux

Hello! I just added a some new music to one of the folders linked to the music library on my Plex Media Server on Ubuntu 16.10 and I get the following error message: "This server cannot reach the Internet. Please verify connectivity and try again." I read through the forum posts to see what other people have done to address this and have tried re-logging in with no success. I also have the log files handy but, do not know which ones to post up. Can someone please advise what my next steps should be to get resolve this issue? Thank you!

Answers

  • bbubulkabbubulka Posts: 93Members, Plex Pass Plex Pass

    Does any other library have this issue (I assume they would)?
    When did the issue start?
    Were there any changes made before the issues started?

    PLEX Setup:
    Server Side: Dell R410 (16 Core | 16GB RAM) / Ubuntu Desktop 16.04.01 64bit / Synology RS812 & RS814 (9TB @ RAID 5)
    Client Side: Roku 4 (x4)

    Please remember to mark the appropriate answer(s) which solved your issue.

  • ferchizzleferchizzle Posts: 27Members, Plex Pass Plex Pass

    @bbubulka thank you for your response! No other libraries have this problem - they are updating with out error. I have not attempted to add any new files to my music library since I first created it. And there have been no changes made before the issues started.

  • bbubulkabbubulka Posts: 93Members, Plex Pass Plex Pass

    How big is the log folder zipped? Can you attach it so we can review your logs. I'm at work so I cant download my logs to give you exact names of what logs to upload...sorry :(

    PLEX Setup:
    Server Side: Dell R410 (16 Core | 16GB RAM) / Ubuntu Desktop 16.04.01 64bit / Synology RS812 & RS814 (9TB @ RAID 5)
    Client Side: Roku 4 (x4)

    Please remember to mark the appropriate answer(s) which solved your issue.

  • sa2000sa2000 Posts: 28,600Members, Plex Pass, Plex Ninja, Plex Team Member Plex Team Member
    edited July 19

    The way Plex Media Server tests if it has an internet connection is through its dialogue with one of the servers - known internally as the Plex pubsub servers.

    A problem arose around 11am on the 16th July.

    Jul 16, 2017 10:59:03.576 [0x7f20173fe700] DEBUG - EventSource: Failure in IdleTimeout (0 - Success).
    Jul 16, 2017 10:59:03.576 [0x7f20173fe700] DEBUG - MyPlex: We appear to have lost Internet connectivity, resetting device URL cache.
    Jul 16, 2017 10:59:03.576 [0x7f20173fe700] ERROR - EventSource: Retrying in 15 seconds.
    
    Jul 16, 2017 10:59:18.577 [0x7f20173fe700] DEBUG - EventSource: Connecting to 184.105.148.102
    Jul 16, 2017 10:59:18.577 [0x7f20173fe700] DEBUG - EventSource: Resolved to 184.105.148.102
    
    Jul 16, 2017 10:59:38.577 [0x7f20173fe700] DEBUG - EventSource: Failure in IdleTimeout (0 - Success).
    Jul 16, 2017 10:59:38.577 [0x7f20173fe700] ERROR - EventSource: Retrying in 30 seconds.
    
    Jul 16, 2017 11:00:08.577 [0x7f2017bff700] DEBUG - EventSource: Connecting to 184.105.148.102
    Jul 16, 2017 11:00:08.577 [0x7f20173fe700] DEBUG - EventSource: Resolved to 184.105.148.102
    Jul 16, 2017 11:00:15.972 [0x7f2017bff700] DEBUG - EventSource: Connected in 336 ms.
    Jul 16, 2017 11:00:15.972 [0x7f2017bff700] DEBUG - EventSource: Wrote data, reading reply.
    Jul 16, 2017 11:00:20.682 [0x7f20173fe700] DEBUG - EventSource: Failure in ReadHeader (2 - End of file).
    
    Jul 16, 2017 11:00:25.681 [0x7f20173fe700] DEBUG - HTTP requesting GET https://plex.tv/services/pubsub/servers
    Jul 16, 2017 11:00:45.709 [0x7f20173fe700] DEBUG - PubSubManager: Time to connect to 184.105.148.102 was 96 ms.
    Jul 16, 2017 11:00:45.709 [0x7f20173fe700] DEBUG - PubSubManager: Time to connect to 45.79.210.23 was 466 ms.
    Jul 16, 2017 11:00:45.709 [0x7f20173fe700] DEBUG - PubSubManager: Time to connect to 139.162.216.99 was 876 ms.
    Jul 16, 2017 11:00:45.709 [0x7f20173fe700] DEBUG - PubSubManager: Time to connect to 97.107.142.226 was 1454 ms.
    
    Jul 16, 2017 11:00:45.709 [0x7f20173fe700] WARN - PubSubManager: Connection to 139.162.7.93 failed: Connection timed out.
    Jul 16, 2017 11:00:45.709 [0x7f20173fe700] WARN - PubSubManager: Connection to 139.162.144.200 failed: Connection timed out.
    Jul 16, 2017 11:00:45.709 [0x7f20173fe700] WARN - PubSubManager: Connection to 139.162.117.249 failed: Connection timed out.
    Jul 16, 2017 11:00:45.709 [0x7f20173fe700] WARN - PubSubManager: Connection to 23.96.218.59 failed: Connection timed out.
    Jul 16, 2017 11:00:45.709 [0x7f20173fe700] WARN - PubSubManager: Connection to 45.79.11.43 failed: Connection timed out.
    Jul 16, 2017 11:00:45.709 [0x7f20173fe700] WARN - PubSubManager: Connection to 184.105.148.83 failed: Connection timed out.
    Jul 16, 2017 11:00:45.709 [0x7f20173fe700] WARN - PubSubManager: Connection to 82.94.168.54 failed: Connection timed out.
    
    Jul 16, 2017 11:00:45.711 [0x7f20173fe700] DEBUG - PubSubManager: Updating best ping time for 184.105.148.102 to 96 ms.
    Jul 16, 2017 11:00:45.711 [0x7f20173fe700] DEBUG - EventSource: Failure in IdleTimeout (0 - Success).
    
    Jul 16, 2017 11:00:55.716 [0x7f20173fe700] DEBUG - PubSubManager: Time to connect to 184.105.148.102 was 594 ms.
    Jul 16, 2017 11:00:55.716 [0x7f20173fe700] DEBUG - PubSubManager: Time to connect to 139.162.144.200 was 972 ms.
    Jul 16, 2017 11:00:55.716 [0x7f20173fe700] DEBUG - PubSubManager: Time to connect to 184.105.148.83 was 1557 ms.
    Jul 16, 2017 11:00:55.716 [0x7f20173fe700] WARN - PubSubManager: Connection to 82.94.168.55 failed: Connection timed out.
    Jul 16, 2017 11:00:55.716 [0x7f20173fe700] WARN - PubSubManager: Connection to 45.33.77.214 failed: Connection timed out.
    Jul 16, 2017 11:00:55.716 [0x7f20173fe700] WARN - PubSubManager: Connection to 45.79.210.23 failed: Connection timed out.
    Jul 16, 2017 11:00:55.716 [0x7f20173fe700] WARN - PubSubManager: Connection to 45.79.11.43 failed: Connection timed out.
    Jul 16, 2017 11:00:55.716 [0x7f20173fe700] WARN - PubSubManager: Connection to 139.162.200.94 failed: Connection timed out.
    Jul 16, 2017 11:00:55.716 [0x7f20173fe700] WARN - PubSubManager: Connection to 103.3.62.6 failed: Connection timed out.
    Jul 16, 2017 11:00:55.716 [0x7f20173fe700] WARN - PubSubManager: Connection to 23.96.218.59 failed: Connection timed out.
    Jul 16, 2017 11:00:55.716 [0x7f20173fe700] WARN - PubSubManager: Connection to 139.162.115.125 failed: Connection timed out.
    
    Jul 16, 2017 11:00:55.717 [0x7f20173fe700] DEBUG - PubSubManager: Updating best ping time for 184.105.148.102 to 594 ms.
    

    Also a request to plex.tv timed out

    Jul 16, 2017 11:00:25.681 [0x7f20173fe700] DEBUG - HTTP requesting GET https://plex.tv/services/pubsub/servers
    
    Jul 16, 2017 11:00:40.706 [0x7f20173fe700] ERROR - Error issuing curl_easy_perform(handle): 28
    Jul 16, 2017 11:00:40.707 [0x7f20173fe700] DEBUG - HTTP simulating 408 after curl timeout
    

    As this was a number of days ago, could you restart the server and if the problem persists please get fresh logs zip

    Actually first external connection failures were at 10:58:11

    Jul 16, 2017 10:58:11.847 [0x7f2014bff700] DEBUG - HTTP requesting GET https://plex.tv/servers/cef4ce7ebbf28fd7e3f189db13f74ebfcefad223/access_tokens.xml?auth_token=xxxxxxxxxxxxxxxxxxxx&includeProfiles=1&includeProviders=1
    
    Jul 16, 2017 10:58:27.233 [0x7f2014bff700] ERROR - Error issuing curl_easy_perform(handle): 28
    Jul 16, 2017 10:58:27.233 [0x7f2014bff700] DEBUG - HTTP simulating 408 after curl timeout
    

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    _______________________________________________________________________________________

    Plex Support Information              Troubleshooting               FAQs

    Plex Media Server:   Reporting Issues        Plex Web App: Debug Log    Plex Apps: Support pages and Logs    Logs: All Logs

    For list of 3rd party programs and malware / adware crashing Plex Media Server and mswsock.dll on windows, see Repeated crashing of Plex Media Server on Windows
     
  • ferchizzleferchizzle Posts: 27Members, Plex Pass Plex Pass

    @sa2000 thank you for your suggestion. i rebooted my plex server and the album I added ended up showing up. i added 3 new albums to a different artist a week later and ran into the problem again and ended up having to reboot in order to update my music library. Can you recommend any next steps as to where I should go from here to address this issue?

  • sa2000sa2000 Posts: 28,600Members, Plex Pass, Plex Ninja, Plex Team Member Plex Team Member

    @ferchizzle said:
    @sa2000 thank you for your suggestion. i rebooted my plex server and the album I added ended up showing up. i added 3 new albums to a different artist a week later and ran into the problem again and ended up having to reboot in order to update my music library. Can you recommend any next steps as to where I should go from here to address this issue?

    The problem last time was triggered by loss of the internet connection. We need to establish if it is the same issue each time. If it is the same issue then perhaps in addition to the logs, we also get a view of all the threads/connections within the plex media server process and force a crash dump

    To get the /connections info, need to find out the server authentication token as it would be needed for the /connections request. See https://support.plex.tv/hc/en-us/articles/204059436-Finding-an-authentication-token-X-Plex-Token

    When the problem arises, open browser on the server and go to this url
    http://127.0.0.1:32400/connections?X-Plex-Token=xxxxxxxxxxxxxxxxxx
    where xxxxxxxxxxxxxxxxxx is the server authentication token
    Copy all the displayed output to a text file and save to upload with rest of diagnostics

    Then login to root through the command line
    Find out the pid for the Plex Media Server process
    and enter this command to force a crash dump
    kill -SEGV <pid>
    This should lead to a crash report being uploaded to the Plex crash reporting servers on next restart
    Collect zip of the server logs and attach with the /connections output

    If you like we can do this in two stages, first logs as before on next occurrence just to see if it is the same issue again.
    If we know it repeats itself, then on the subsequent failure, we get the /connections info and process crash dump and the logs

    Help given free on forums.            Fee-Based Personal Support & Help.        

    _______________________________________________________________________________________

    Plex Support Information              Troubleshooting               FAQs

    Plex Media Server:   Reporting Issues        Plex Web App: Debug Log    Plex Apps: Support pages and Logs    Logs: All Logs

    For list of 3rd party programs and malware / adware crashing Plex Media Server and mswsock.dll on windows, see Repeated crashing of Plex Media Server on Windows
     
  • wooddarwooddar Posts: 7Members, Plex Pass Plex Pass
    edited September 24

    Did they fix it. I have the same problem today. My software is up to date.

  • ChuckPAChuckPA Posts: 15,923Members, Plex Pass, Plex Ninja, Plex Team Member Plex Team Member

    @wooddar said:
    Did they fix it. I have the same problem today. My software is up to date.

    Do you still have the problem and did you follow the instructions of @sa2000 above?

    Do you have Log files please?

    Please DISABLE Verbose logging until requested

    Please search before posting

    Primary support forums: Linux, Synology, and QNAP

    Please remember to report back. This benefits others.

    Useful links

     Installation and Basic Setup |  Media Preparation (How to name your media files)  |  Linux Permissions 

     Handling TV Specials | Handling Movie extras  |  Nas Compatibility List

     Reporting Plex Server issues | Plex Media Server FAQ | Linux Tips

     

    Other useful guides: Local Subtitles | The Plex "dance" | Synology FAQ | PMS Release Announcements

    No technical support via PM unless offered

    Please remember to mark the appropriate answer(s) which solved your issue.

     
  • wooddarwooddar Posts: 7Members, Plex Pass Plex Pass

    Yes. please see attached

  • ChuckPAChuckPA Posts: 15,923Members, Plex Pass, Plex Ninja, Plex Team Member Plex Team Member

    Your logs did not complete uploading before you clicked Post Comment.
    When upload is complete, you'll see the forum insert a strangely formatted link.

    Would you try again?

    Please DISABLE Verbose logging until requested

    Please search before posting

    Primary support forums: Linux, Synology, and QNAP

    Please remember to report back. This benefits others.

    Useful links

     Installation and Basic Setup |  Media Preparation (How to name your media files)  |  Linux Permissions 

     Handling TV Specials | Handling Movie extras  |  Nas Compatibility List

     Reporting Plex Server issues | Plex Media Server FAQ | Linux Tips

     

    Other useful guides: Local Subtitles | The Plex "dance" | Synology FAQ | PMS Release Announcements

    No technical support via PM unless offered

    Please remember to mark the appropriate answer(s) which solved your issue.

     
  • wooddarwooddar Posts: 7Members, Plex Pass Plex Pass
  • ChuckPAChuckPA Posts: 15,923Members, Plex Pass, Plex Ninja, Plex Team Member Plex Team Member

    Thanks. I see one thing going wrong. Your server is reaching out to last.fm and the server it's reaching to doesn't exist.

    Sep 24, 2017 17:11:59.392 [30272] ERROR - Error issuing curl_easy_perform(handle): 6
    Sep 24, 2017 17:11:59.392 [30272] WARN - HTTP error requesting GET http://userserve-ak.last.fm/serve/252/46209667.png (0, No error) (Could not resolve host: userserve-ak.last.fm)
    Sep 24, 2017 17:11:59.393 [21076] DEBUG - HTTP 200 response from GET http://127.0.0.1:61748/system/agents/media/get?guid=local%3A%2F%2F95058&mediaType=9&url=metadata%3A%2F%2Fposters%2Fcom%2Eplexapp%2Eagents%2Elocalmedia_22248f997f34cbeaeec32c90952fdbe24a06707d
    

    I attempted to lookup the host and do not get any resolution either.

    @sa2000 would you mind taking a look here please?

    Please DISABLE Verbose logging until requested

    Please search before posting

    Primary support forums: Linux, Synology, and QNAP

    Please remember to report back. This benefits others.

    Useful links

     Installation and Basic Setup |  Media Preparation (How to name your media files)  |  Linux Permissions 

     Handling TV Specials | Handling Movie extras  |  Nas Compatibility List

     Reporting Plex Server issues | Plex Media Server FAQ | Linux Tips

     

    Other useful guides: Local Subtitles | The Plex "dance" | Synology FAQ | PMS Release Announcements

    No technical support via PM unless offered

    Please remember to mark the appropriate answer(s) which solved your issue.

     
  • wooddarwooddar Posts: 7Members, Plex Pass Plex Pass
    via Email
    Can I chanhe last fm
  • wooddarwooddar Posts: 7Members, Plex Pass Plex Pass

    How can I change Last FM. to correct one

  • sa2000sa2000 Posts: 28,600Members, Plex Pass, Plex Ninja, Plex Team Member Plex Team Member

    @wooddar said:
    Did they fix it. I have the same problem today. My software is up to date.

    Is the problem solid or intermittent ?

    I can see the error

    Sep 24, 2017 17:15:35.439 [9632] DEBUG - Request: [192.168.0.2:53809 (Subnet)] POST /library/sections?name=Music&type=artist&agent=com.plexapp.agents.plexmusic&scanner=Plex%20Premium%20Music%20Scanner&language=en&importFromiTunes=&enableAutoPhotoTags=&location=I%3A%5CMusic%5CiTunes%5CiTunes%20Media%5CMusic (10 live) TLS GZIP Signed-in Token (wooddar)
    Sep 24, 2017 17:15:35.439 [9632] ERROR - Need to be signed in and connected to the Internet to create a premium music library.
    Sep 24, 2017 17:15:35.441 [10748] DEBUG - Completed: [192.168.0.2:53809] 503 POST /library/sections?name=Music&type=artist&agent=com.plexapp.agents.plexmusic&scanner=Plex%20Premium%20Music%20Scanner&language=en&importFromiTunes=&enableAutoPhotoTags=&location=I%3A%5CMusic%5CiTunes%5CiTunes%20Media%5CMusic (10 live) TLS GZIP 3ms 474 bytes (pipelined: 39)
    

    and that is normally returned if the server fails to communicate with the pubsub plex servers - but a couple of minutes it did manage to connect

    Sep 24, 2017 17:13:34.082 [33044] DEBUG - PubSubManager: Time to connect to 184.105.148.97 was 355 ms.
    Sep 24, 2017 17:13:34.082 [33044] DEBUG - PubSubManager: Time to connect to 139.162.115.125 was 362 ms.
    Sep 24, 2017 17:13:34.083 [33044] DEBUG - PubSubManager: Time to connect to 139.162.117.249 was 362 ms.
    Sep 24, 2017 17:13:34.083 [33044] DEBUG - PubSubManager: Time to connect to 45.79.211.188 was 419 ms.
    Sep 24, 2017 17:13:34.083 [33044] DEBUG - PubSubManager: Time to connect to 139.162.7.93 was 432 ms.
    Sep 24, 2017 17:13:34.083 [33044] DEBUG - PubSubManager: Time to connect to 157.55.138.32 was 438 ms.
    Sep 24, 2017 17:13:34.083 [33044] DEBUG - PubSubManager: Time to connect to 45.33.118.95 was 451 ms.
    Sep 24, 2017 17:13:34.083 [33044] DEBUG - PubSubManager: Time to connect to 173.255.237.43 was 592 ms.
    Sep 24, 2017 17:13:34.083 [33044] DEBUG - PubSubManager: Time to connect to 82.94.168.54 was 610 ms.
    Sep 24, 2017 17:13:34.083 [33044] DEBUG - PubSubManager: Time to connect to 139.162.177.42 was 626 ms.
    Sep 24, 2017 17:13:34.083 [33044] DEBUG - PubSubManager: Time to connect to 139.162.245.220 was 662 ms.
    Sep 24, 2017 17:13:34.083 [33044] DEBUG - PubSubManager: Updating best ping time for 139.162.117.249 to 362 ms.
    

    I would like to verify few things.
    Could you first find the security token string for the server and note it down to use in a couple of requests I will ask you to do
    See this support article for how to find the X-Plex-Token string
    https://support.plex.tv/hc/en-us/articles/204059436-Finding-an-authentication-token-X-Plex-Token

    At a time when you get the error, please do the following request I want to you put in a browser is
    https://plex.tv/users/account.xml?auth_token=xxxxxxxxxxxxxxxxxxxxxxx&includeGeolocation=1
    Substitue the token string for the xxxxxxxxxxxxxxxxxxxxxxxx

    Copy to a text file and save

    And then the following
    http://192.168.0.2:32400?X-Plex-Token=xxxxxxxxxxxxxxxxxxx
    Again put your token in and save returned xml to text file and save
    and send me both files by Private Message

    And lastly, does the problem go away after reboot ?

    Help given free on forums.            Fee-Based Personal Support & Help.        

    _______________________________________________________________________________________

    Plex Support Information              Troubleshooting               FAQs

    Plex Media Server:   Reporting Issues        Plex Web App: Debug Log    Plex Apps: Support pages and Logs    Logs: All Logs

    For list of 3rd party programs and malware / adware crashing Plex Media Server and mswsock.dll on windows, see Repeated crashing of Plex Media Server on Windows
     
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