All Files Unavailable After Updating Synology DSM - Not A Permissions Issue

[tryquiche]

Server Version#: Version 1.25.2.5319-7000
Player Version#: Version 1.25.2.5319

I updated to the newest Synology NAS DSM last night (I had not updated in probably over a year year old) and immediately every file on plex became “unavailable”. (DSM 7.0.1-4218)

I can still access/play every file directly from the NAS, so it seems like Plex can’t access the files. When I scan library files it only takes a second to search the folders that (should) have thousands of files in them.

On searching for the problem I keep seeing other’s solution of permission
being changed, though I have made sure that Plex has permission to access the files and I still have the issue.

I would greatly appreciate if anyone’s aware of anything I can do to try to resolve this issue.

Thanks in advance.

[ChuckPa]

Are you granting for user Plex or the new username PlexMediaServer ?

[tryquiche]

Currently both have been granted read permission. I have played around with multiple settings yesterday to see if I could resolve it.

I feel I should add I also did the basic things like stopping plex before making changes, restarting the NAS, etc.

[ChuckPa]

Are you using 3rd party programs (e.g. Sonarr, Radarr) which write files directly into your shared media folders?

If so, when they write their files, if the permissions are not set correctly within those apps, Plex won’t be able to see them (they break the Synology ACLs).

I must ask, in addition to setting the permissions for the shared folders, have permissions been “Apply to this folder, sub-folders and files”?

[cmunk]

I too have this issue! I have migrated from old /plex to /PlexMediaServer settings and I’ve given the PlexMediaServer read/write access to my media shared folders – yet they appear empty in plex and all my files are “Unavailable” … Help?

Version 1.25.3.5385

[cmunk]

OK I fixed it and I “think” I know how:
These were old shares and I did “Convert to windows ACL” from shared folders in control panel.

Then I was able to see the content from plex once I plexmediaserver had access.

[ChuckPa]

@cmunk

How old? DSM 4 ? DSM 5 ?

[tryquiche]

@ChuckPa

permissions

Oh my gosh, I had not selected to apply it to folders, sub-folders and files. I am sorry how basic the solution was, clearly I was massively overthinking it.

Thank you so much everyone for your help, I really appreciate it. You are incredible!

[cmunk]

I came from latest DSM 6 – though the shares were from “old” days … how far back I dunno probably +3-4 years

[ChuckPa]

@cmunk

Thank you. That means you and your drives are older than me

[andy_wiredout_com]

Background Synology NAS and Plex with upgrades to DSM6. Then held upgrading to DSM 7 until late Jan.
This issue manifested with some files but not others. I thought I had file compatibilities and needed to redo them.
But last week now every file is "unavailable. I can direct access via File Station and play them, and I can see the video details, actors, etc but the video itself is unavailable.
Couple days ago, I followed ChuckPA instructions per new Plex policies and set permissions.
I have a few users locally created in Plex but really all access via Plex apps in TV, etc come thru the default Plex account.
In User & Group I gave all “real” users RO in all folders except the new “PlexMediaServer” folder. User plex has RO in all folders including “PlexMediaServer”. I don’t see this “Grant permissions in all subfolders” in User & Group or in Shared Folders.
In Shared Folder I edited Permissions to RO for each user. I disabled default admin and made myself an admin with RW permissions. Local user ‘plex’ has RO all media folder & in “PlexMediaServer”. I created an Optimized shared folder with user plex as RW. I created a subfolder in Optimized called Movies. Then in Plex account Libraries I added a Library volume1/Optimized BUT the folder Movies doesn’t appear so I can’t follow this part of ChuckPA instructions.

Hasving done all this I still can’t see any videos.

[dbirch]

Please perform a library scan, and then post the plex logs for us to take a look at.

[ChuckPa]

@andy_wiredout_com

In Shared Folder I edited Permissions to RO for each user. I disabled default admin and made myself an admin with RW permissions. Local user ‘plex’ has RO all media folder & in “PlexMediaServer”. I created an Optimized shared folder with user plex as RW. I created a subfolder in Optimized called Movies. Then in Plex account Libraries I added a Library volume1/Optimized BUT the folder Movies doesn’t appear so I can’t follow this part of ChuckPA instructions.

You missed reading the DSM 7 release notes and migration instructions. Please read it so you understand all the changes.

1. Plex user is no longer used – DSM 7 forced the change. You must change permissions to grant “System Internal User” PlexMediaServer (See the FAQ below).
2. PlexMediaServer shared folder is for PMS use ONLY. IF you have placed media in the PlexMediaServer shared folder – MOVE IT OUT. We do not support (DSM limitation) placing media in PlexMediaServer.

DSM 7 - Plex Media Server - Release Info & Migration instructions

Plex Media Server for Synology DSM 7 - Release This document is to share changes made with DSM 7 and resolve any unforeseen issues before you attempt migrating to DSM 7 for Plex use YOU ARE URGED TO READ THIS THREAD COMPLETELY BEFORE PROCEEDING OR ASKING QUESTIONS DO NOT INSTALL Synology BETA software UNLESS INSTRUCTED. This thread is a LIVING document. Expect it to change. Synology’s DiskStation Manager (DSM) has undergone significant changes in version 7.0. Many of those changes affected …

Synology FAQ - Questions, Answers, and a few How-To's

FAQ 29 - DSM 7 - Give PlexMediaServer access to your media When you migrate to DSM 7, or are installing a server for the first time, folks forget to read the popup at the end of every installation which tells them about how to set permissions. This FAQ shows in detail how to do what those instructions state. When might you need to perform these steps? When upgrading, changing permissions from Plex to PlexMediaServer is overlooked. Installing Plex for the first time, new installation…

If you are placing media in PlexMediaServer, MOVE IT out now please!
We do not support placing media there. There are warning files, written in 6 languages, at multiple levels.

[ChuckPa]

@andy_wiredout_com

Background Synology NAS and Plex with upgrades to DSM6. Then held upgrading to DSM 7 until late Jan.
This issue manifested with some files but not others. I thought I had file compatibilities and needed to redo them.
But last week now every file is "unavailable. I can direct access via File Station and play them, and I can see the video details, actors, etc but the video itself is unavailable.
Couple days ago, I followed ChuckPA instructions per new Plex policies and set permissions.
I have a few users locally created in Plex but really all access via Plex apps in TV, etc come thru the default Plex account.
In User & Group I gave all “real” users RO in all folders except the new “PlexMediaServer” folder. User plex has RO in all folders including “PlexMediaServer”. I don’t see this “Grant permissions in all subfolders” in User & Group or in Shared Folders.

User Plex is abandoned. You can safely delete it (DSM 7 change)

Do Not change permissions of PlexMediaServer. It is maintained by DSM. If you mess with permissions there, DSM will override you and put them back at next restart.

Please show me the shared folder you created and the permissions you assigned. (Screenshot)

Please also confirm whether or not you have media in PlexMediaServer -OR- are now using the old Plex shared folder for media (which you can safely use)

[andy_wiredout_com]

Sorry for the delay. Had some issues to deal with.
First let me say that I did too many things at the same time so when something went wrong, I compounded it.
While I was getting the info to reply to you, I realized that by changing the folder name from Plex to Plex Media I would have to redo the library and folders. Once I did that and rescanned the library the files started coming back. So, I guess I fixed the permissions using your instructions but then broke it when I changed the folder name.
To answer you.
No files in PlexMediaServer. Only whatever the install put there. I am using the old plex share for the media. The reason I changed the media folder naming is because I got so confused between the folder Plex and the user Plex that I thought I should make them less similiar.

Do I even need this Optimized folder? I haven’t optimized any media as of yet. If I delete the plex user then I where would I put the Optimized to?

[ChuckPa]

If you aren’t using the Optimized shared folder, you can delete it.

The second screenshot where you show user Plex – this doesn’t have any purpose in DSM 7.

The only username for Plex use on DSM 7 is PlexMediaServer which is a System Internal User the package creates when it’s installed.

(Click on “Local Users” in the upper left and switch to “System Internal User”)