After conversion to DSM 7 - Admin Account inaccessible - As if I am a user

Will_Phil · June 10, 2022, 6:30pm

Server Version#: 1.26.2.5797-7000
DSM Version#: DSM 7.1-42661 Update 2
Model: DS1019+

Migrated to DSM 7 and Updated to latest plex version. Migration appeared to be OK. Permissions set. See below logs and screen shots. Now when I log into Plex, it appears as if I am a user, and not administrator, and none of my files/folders show up as if this is a new setup. It even tells me to download Plex Server.

Plex Media Server migration to DSM 7 started: Fri Jun 10 11:07:17 EDT 2022
=== Fri Jun 10 11:07:17 EDT 2022 === Start: Change ownership
=== Fri Jun 10 11:07:28 EDT 2022 === Completed: Change ownership
=== Fri Jun 10 11:07:28 EDT 2022 === Start: Convert symbolic links
=== Fri Jun 10 11:17:14 EDT 2022 === Completed: Convert symbolic links
=== Fri Jun 10 11:17:14 EDT 2022 === Start: Migrate Plex Media Server
=== Fri Jun 10 11:19:02 EDT 2022 === Completed: Migrate Plex Media Server
=== Fri Jun 10 11:19:02 EDT 2022 === Completed: Migrate Plex Media Server
=== Fri Jun 10 11:19:02 EDT 2022 === Start: Clean /volume1/Plex
=== Fri Jun 10 11:19:05 EDT 2022 === Completed: Clean /volume1/Plex

FordGuy61 · June 10, 2022, 6:43pm

Try accessing your server directly. It might be in an unclaimed state.

Use an incognito/private browser window from a system on the same network.

http://syno_ip_address:32400/web ← http, not https; use actual IP address of the NAS

Will_Phil · June 10, 2022, 7:19pm

Nope. No Go. Same result. Thanks though.

ChuckPa · June 10, 2022, 7:42pm

@Will_Phil

Please stop Plex.
Open FileStation

Navigate PlexMediaServer/AppData/Plex Media Server
Right-click “Logs” → “Compress to Logs.zip”

Download the resultant ZIP file and attach please.

Will_Phil · June 10, 2022, 7:52pm

Logs.zip (2.2 MB)

@ChuckPa
Done. Thanks!

Will_Phil · June 10, 2022, 7:57pm

Ahh… I did just look in the Plex Media Server Logs and see this.

Jun 10, 2022 12:14:04.165 [0x7f9bd9be0b38] WARN - Transaction that was running was started on thread 0x7f9bd7f44b38 at /data/jenkins/server/3533902054/Statistics/StatisticsManager.cpp:249
Jun 10, 2022 12:20:00.912 [0x7f9bd501cb38] ERROR - MyPlex: Error 401 requesting XML from: https://plex.tv/api/v2/server/users/services
Jun 10, 2022 12:20:00.912 [0x7f9bd501cb38] WARN - MyPlex: Token was invalid, resetting security.
Jun 10, 2022 12:23:26.865 [0x7f9bda63cb38] WARN - JobManager: Could not find job for handle 11422
Jun 10, 2022 12:32:17.998 [0x7f9bda63cb38] WARN - JobManager: Could not find job for handle 26568
Jun 10, 2022 12:34:56.744 [0x7f9bd77dab38] ERROR - [CERT/OCSP] response error: unauthorized.
Jun 10, 2022 12:34:56.744 [0x7f9bd77dab38] INFO - [CERT/OCSP] couldn’t fetch a valid response; retrying in 4800 seconds
Jun 10, 2022 12:42:30.138 [0x7f9bda63cb38] WARN - JobManager: Could not find job for handle 29038
Jun 10, 2022 12:42:34.036 [0x7f9bda63cb38] WARN - JobManager: Could not find job for handle 8326
Jun 10, 2022 12:42:38.363 [0x7f9bda63cb38] WARN - JobManager: Could not find job for handle 8450
Jun 10, 2022 13:20:00.725 [0x7f9bd7b10b38] ERROR - MyPlex: Error 401 requesting XML from: https://plex.tv/api/v2/server/users/services
Jun 10, 2022 13:20:00.725 [0x7f9bd7b10b38] WARN - MyPlex: Token was invalid, resetting security.
Jun 10, 2022 13:54:56.784 [0x7f9bd7b10b38] ERROR - [CERT/OCSP] response error: unauthorized.
Jun 10, 2022 13:54:56.784 [0x7f9bd7b10b38] INFO - [CERT/OCSP] couldn’t fetch a valid response; retrying in 9600 seconds

ChuckPa · June 10, 2022, 8:19pm

@Will_Phil

You turned off DEBUG logging. Because of that, I can’t see what PMS was trying to do.

I can only see the hard error messages (of which there are many).

Did you change your Plex password?

Jun 10, 2022 12:20:00.912 [0x7f9bd501cb38] WARN - MyPlex: Token was invalid, resetting security.
Jun 10, 2022 12:23:26.865 [0x7f9bda63cb38] WARN - JobManager: Could not find job for handle 11422
Jun 10, 2022 12:32:17.998 [0x7f9bda63cb38] WARN - JobManager: Could not find job for handle 26568
Jun 10, 2022 12:34:56.744 [0x7f9bd77dab38] ERROR - [CERT/OCSP] response error: unauthorized.
Jun 10, 2022 12:34:56.744 [0x7f9bd77dab38] INFO - [CERT/OCSP] couldn't fetch a valid response; retrying in 4800 seconds
Jun 10, 2022 12:42:30.138 [0x7f9bda63cb38] WARN - JobManager: Could not find job for handle 29038
Jun 10, 2022 12:42:34.036 [0x7f9bda63cb38] WARN - JobManager: Could not find job for handle 8326
Jun 10, 2022 12:42:38.363 [0x7f9bda63cb38] WARN - JobManager: Could not find job for handle 8450
Jun 10, 2022 13:20:00.725 [0x7f9bd7b10b38] ERROR - MyPlex: Error 401 requesting XML from: https://plex.tv/api/v2/server/users/services
Jun 10, 2022 13:20:00.725 [0x7f9bd7b10b38] WARN - MyPlex: Token was invalid, resetting security.
Jun 10, 2022 13:54:56.784 [0x7f9bd7b10b38] ERROR - [CERT/OCSP] response error: unauthorized.
Jun 10, 2022 13:54:56.784 [0x7f9bd7b10b38] INFO - [CERT/OCSP] couldn't fetch a valid response; retrying in 9600 seconds
Jun 10, 2022 14:20:00.708 [0x7f9bd77dab38] ERROR - MyPlex: Error 401 requesting XML from: https://plex.tv/api/v2/server/users/services
Jun 10, 2022 14:20:00.708 [0x7f9bd77dab38] WARN - MyPlex: Token was invalid, resetting security.
Jun 10, 2022 15:20:00.701 [0x7f9bd77dab38] ERROR - MyPlex: Error 401 requesting XML from: https://plex.tv/api/v2/server/users/services
Jun 10, 2022 15:20:00.701 [0x7f9bd77dab38] WARN - MyPlex: Token was invalid, resetting security.

(This stops just about everything)

When is the last time you optimized the database? This is grossly fragmented. This query should have returned the result in about 10 milliseconds.

Jun 10, 2022 11:20:23.113 [0x7f9bd90bcb38] WARN - SLOW QUERY: It took 3340.000000 ms to retrieve 1 items.
Jun 10, 2022 11:20:23.113 [0x7f9bda63cb38] WARN - JobManager: Could not find job for handle 29684
Jun 10, 2022 11:24:56.577 [0x7f9bd91d7b38] ERROR - [CERT/OCSP] response error: unauthorized.
Jun 10, 2022 11:24:56.577 [0x7f9bd91d7b38] INFO - [CERT/OCSP] couldn't fetch a valid response; retrying in 600 seconds

Everything else I see (what little there is), is the direct result of having invalid authentication to Plex.tv

Will_Phil · June 10, 2022, 8:24pm

@ChuckPa -

I just sent you the logs. Didn’t know you wanted debugging on. If you want, I can turn on Debugging, and then send you that. However, as I am not logged on as admin (the original problem), will it send you the full server logs.

As far as Password change. Nope. The same password that I have always used.

Did not optimize the DB prior to converting to DSM 7.

ChuckPa · June 10, 2022, 8:25pm

Will,

I didn’t think to ask for DEBUG on. It’s on by default and doesn’t hurt anything by leaving them on – so I assumed (obviously incorrectly… LOL)

If you would turn on DEBUG logging and then restart PMS, let it sit for 2-3 minutes to get going, then try to access it again.

Will_Phil · June 10, 2022, 8:26pm

@ChuckPa - Will do now.

Will_Phil · June 10, 2022, 8:37pm

@ChuckPa
Logs.zip (2.1 MB)

See if this gets you what you need. Thanks

ChuckPa · June 10, 2022, 8:39pm

Ummm…

You forgot to STOP plex before manually zipping the logs. (flushes them to disk)

3rd time’s the charm?

Will_Phil · June 10, 2022, 9:11pm

Logs NEW.zip (1.9 MB)

@ChuckPa - Ok… Let’s try this. Also, I am out for the evening as I am meeting the wife for dinner. Will check this tomorrow.

ChuckPa · June 10, 2022, 9:16pm

Don’t know how you set DEBUG logging but it didn’t work.

Here’s how I set it in these situations.

Stop Plex
Make certain Synology Text Editor app is installed.
Navigate PlexMediaServerAppData/Plex Media Server
Right-click Preferences.xml → Open with Text Editor
cursor down to the last line and scroll to the right.
Before the closing marker (/>), add LogDebug="1" (space before and after)
Save the file
Now start PMS

Will_Phil · June 12, 2022, 10:58pm

@ChuckPa - here you go. Added the line. Saved. Started Plex and let run for three minutes. Stopped Plex to allow to write to files. Zipped up. Here you go.

Logs Last Try.zip (1.9 MB)
Plex 7

ChuckPa · June 12, 2022, 11:11pm

Did you save the file with PMS stopped? (sorry to ask such a silly question but I’ve done it LOL)

Jun 12, 2022 18:53:41.874 [0x7f80635f4b38] INFO - Plex Media Server v1.26.2.5797-5bd057d2b - Synology DS1019+ x86_64 - build: linux-x86_64 synology-dsm7 - GMT -04:00
Jun 12, 2022 18:53:41.875 [0x7f80635f4b38] INFO - Linux version: DSM 7.1.42661-2, language: en-US
Jun 12, 2022 18:53:41.875 [0x7f80635f4b38] INFO - Processor: 4-core Intel(R) Celeron(R) CPU J3455 @ 1.50GHz
Jun 12, 2022 18:53:41.875 [0x7f80635f4b38] INFO - Compiler is - Clang 11.0.1 (https://plex.tv 9b997da8e5b47bdb4a9425b3a3b290be393b4b1f)
Jun 12, 2022 18:53:41.875 [0x7f80635f4b38] INFO - /volume1/@appstore/PlexMediaServer/Plex Media Server
Jun 12, 2022 18:53:43.228 [0x7f80612e2b38] WARN - [MediaProviderManager] Unrecognized MediaProvider feature: availability
Jun 12, 2022 18:53:43.228 [0x7f80612e2b38] WARN - [MediaProviderManager] Unrecognized MediaProvider feature: availability-platforms
Jun 12, 2022 18:53:47.626 [0x7f8060ed6b38] WARN - [DatabaseFixups] Held transaction for too long (/data/jenkins/server/3533902054/Library/MetadataCollection.cpp:481): 0.120000 seconds
Jun 12, 2022 18:53:47.627 [0x7f80611dbb38] INFO - Refreshing paths watched by LibraryUpdateManager
Jun 12, 2022 18:53:48.028 [0x7f8060ed6b38] WARN - [DatabaseFixups] Held transaction for too long (/data/jenkins/server/3533902054/Library/DatabaseFixups.cpp:376): 0.620000 seconds
Jun 12, 2022 18:56:17.842 [0x7f80635bab38] WARN - JobManager: Could not find job for handle 19183
Jun 12, 2022 18:56:17.862 [0x7f80635bab38] WARN - JobManager: Could not find job for handle 18908

Will_Phil · June 13, 2022, 4:23am

Yes, I did.

ChuckPa · June 13, 2022, 4:52am

I asked because LogDebug would have immediately started printing DEBUG statements in your logs

Your server ran for 2.5 minutes and there are no debug statements.

It has every indication of either not having been saved or perhaps you grabbed the wrong zip file? (i’ve done that too )

Will_Phil · June 13, 2022, 3:26pm

Nope. I did as instructed.

Added the line. Saved. Started Plex and let run for three minutes. Stopped Plex to allow to write to files. Zipped up. Here you go.

I also deleted all previous zip files, and created that new one.

I’ll give it one more go. But if it doesn’t grab it this time… It’s on jacked.

Will_Phil · June 13, 2022, 3:37pm

Last Chance Logs.zip (1.8 MB)

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After conversion to DSM 7 - Admin Account inaccessible - As if I am a user

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