Can no longer access PMS.

General Discussions
1

Hey guys.

I’m at a loss here. I’ve tried so many things and I come here hoping someone can help me out. I’m no network engineer or a sys admin in any sort of a capacity. Just a hobbyist who likes to stream his content throughout his home and be able to access it remotely, which is why I’ve loved Plex. Has always been pretty intuitive and user friendly to get going.

For a long time I had my Plex system set up and it worked flawlessly. I was streaming to my Xbox One, my Android device and a laptop that has PHT. My server that has PMS (also my main workstation) was connected to a modem/router via wifi along with my other devices I was streaming to. House was rather small and open so streaming my content via WiFi was never an issue. All worked great. I have 3 Plex users - the server account; a user specially for watching the content over my devices; and another user that I set up for my GF’s mum so she could watch remotely.

I’ve now moved to a new property, new ISP and a new modem/router. I kept my original PMS set up hoping that all I needed to do was fire up my server once my internet was turned on at the new property and away she’d go. However Plex didn’t want to play ball - at all, I wasn’t able to see my server via the Plex web app no matter how many restarts I did. I figured I needed to do a clean install of PMS (including cleaning registry of Plex and clearing Chrome of cache) due to new modem/router etc. and initially this worked, I had to rebuild the server and re-download all the cover art but my server was accessible. I shut down the server for the night and have come back to it today with the same issue - can’t find the server. I have uninstalled and reinstalled PMS multiple times and have cleared Chrome cache multiple times. I have a Plex Pass. I’m running Windows 10. My modem is a Huawei HG630b and I have set up port forwarding on port 32400 and have tested the port (and server IP) via Telnet and it’s open (when my server was accessible I tried to set up remote access but it just didn’t want to work).

I’m running my same server/workstation with PMS 0.9.15.2. Connected to my modem/router via ethernet (for now to rule out wifi issues). I have tried uninstalling and re-installing PMS but the Plex Web App just wont find my server.

Let me know if there’s any more info I can provide. Help me Plex forums, you’re my only hope.

2

I’m having this trouble while trying to access PMS from the PC it’s installed on. My other device (Android, laptop and smart TV are also unable to see the server). I had access to the server for 2 mins after a millionth uninstall and reinstall. It disappeared again when I closed the web app and logged back in.

Also, trying to access it via http://192.168.1.xx:32400/ gets me

This site can’t be reached
The connection was reset.
ERR_CONNECTION_RESET

3

@SuperDiogenes said:
Hey guys.
I’m running Windows 10. My modem is a Huawei HG630b and I have set up port forwarding on port 32400 and have tested the port (and server IP) via Telnet and it’s open (when my server was accessible I tried to set up remote access but it just didn’t want to work).

I’m running my same server/workstation with PMS 0.9.15.2. Connected to my modem/router via ethernet (for now to rule out wifi issues). I have tried uninstalling and re-installing PMS but the Plex Web App just wont find my server.

Let me know if there’s any more info I can provide. Help me Plex forums, you’re my only hope.

On the windows 10 machine where Plex Media Server is installed, can you see Plex Media Server.exe running in Windows Task Manager ?
Is there a Plex System Tray icon?
Can you access your library through a browser going to http://localhost:32400/web ?
If you can, select Settings / Server / Remote Access / Show Advanced and ensure Manually Specify Port is ticked and 32400 entered in the box.
Then go to Settings / Server / General and sign the server out and in to your server plex.tv account

Check that the local IP address for the server that you forwarded 32400 to is a DHCP Reserved IP or Static IP in the router outside the DHCP Range

@SuperDiogenes said:
I’m having this trouble while trying to access PMS from the PC it’s installed on. My other device (Android, laptop and smart TV are also unable to see the server). I had access to the server for 2 mins after a millionth uninstall and reinstall. It disappeared again when I closed the web app and logged back in.

Also, trying to access it via http://192.168.1.xx:32400/ gets me

This site can’t be reached
The connection was reset.
ERR_CONNECTION_RESET

On the server machine, can you see Plex Media Server.exe running in Windows Task Manager ?
Is there a Plex System Tray icon?
Can you access your library through a browser going to http://localhost:32400/web ?

What firewall software do you have running? Can you make sure there is an Inbound Port Rule for local TCP port 32400, remote port any, remote IP any - separately from the firewall program files rules allowing Plex Media Server.exe etc…

4

Hey, thanks so much for replying!

@sa2000 said:
On the windows 10 machine where Plex Media Server is installed, can you see Plex Media Server.exe running in Windows Task Manager ?
Yep.
Is there a Plex System Tray icon?
Yep
Can you access your library through a browser going to http://localhost:32400/web ?
I can access the web app via http://localhost:32400/web after logging in, however my library isn’t accessible. After logging in, it says on the far left that my server is unavailable.
If you can, select Settings / Server / Remote Access / Show Advanced and ensure Manually Specify Port is ticked and 32400 entered in the box.
“Server settings are unavailable”. I’ve since learned that my ISP uses CGNAT and I have to request a static IP from them so I have put remote access on the back burner for now until I can at least access my library locally.

I’m just using Windows’ standard built in Firewall, where I have everything turned off.

5

@SuperDiogenes said:
. I’ve since learned that my ISP uses CGNAT and I have to request a static IP from them so I have put remote access on the back burner for now until I can at least access my library locally.

The ISP Provided Static IP Address would be for your public IP address and not the local IP Address. It is not necessary to have a static public IP Address. The one I was referring to would be the local IP Address which you can manage within the DHCP Router settings and Windows Network configuration - the latter only needed if you go for static local IP address rather than DHCP reserved IP Address in your router

@SuperDiogenes said:
I can access the web app via http://localhost:32400/web after logging in, however my library isn’t accessible. After logging in, it says on the far left that my server is unavailable.

Have you ever enabled Plex Home ? added a pin to your account?

Restart Plex Media Server and then try http://localhost:32400/web on the server machine. Try different browsers. Then when it fails get a full screenshot including url shown and time of day and attach together with zip of the Logs folder - copy the logs folder then zip it
https://support.plex.tv/hc/en-us/articles/200250417-Plex-Media-Server-Log-Files

6

Hi again,

I’ve attached the log files in a zip. Time taken (along with screen shot) was 5.35pm. Tried Firefox, same result.

Have you ever enabled Plex Home ? added a pin to your account?
Plex Home Theater? I’m not sure if I remember specifically enabling it, but when my server was working I used it without issue on my laptop that’s on the same network a my server. Not sure what a ‘pin’ is sorry.

7

After re-tooling with my server I think there’s something inherently wrong with it. A lot of other software; while still installed on the HDD, is requiring me to re-install. Perhaps I might dedicate this weekend to re-installing it with a fresh install of Win10.

8

Well, I think I’ve figured out the issue.

Latest Windows update (build 10586.164) has levelled a lot of my software. It has even ruined a lot of the basic Windows functions (search function no longer actually works). So I’m certain that the update has done something on a fundamental level to my system so a reload will be happening over the weekend.

Thanks @sa2000 for your help anyway!

9

@SuperDiogenes said:
Hi again,

I’ve attached the log files in a zip. Time taken (along with screen shot) was 5.35pm. Tried Firefox, same result.

Have you ever enabled Plex Home ? added a pin to your account?
Plex Home Theater? I’m not sure if I remember specifically enabling it, but when my server was working I used it without issue on my laptop that’s on the same network a my server. Not sure what a ‘pin’ is sorry.

No - I meant Plex Home where you add users or add pin - see https://support.plex.tv/hc/en-us/articles/203960236-Consequences-of-Being-in-a-Plex-Home

On that screenshot of failure to reach your server, which user account were you signed in to (top right corner of Plex Web screen) ? Was it server account mrjamexxxxxx@gxxxx.com ?

Also i notice the localhost access is going through ipv6 - you could try deleting the item named
EnableIPv6 in the registry HKEY_CURRENT_USER\Software\Plex, Inc.\Plex Media Server

Error 406 Unauthorized

Apr 01, 2016 17:31:49:288 [3632] DEBUG - Request: [::1:56022] GET / (11 live) GZIP
Apr 01, 2016 17:31:49:289 [7172] DEBUG - Completed: [::1:56022] GET / (11 live) GZIP 0ms 353 bytes 406 (pipelined: 9)

Apr 01, 2016 17:31:52:724 [4048] DEBUG - Request: [::1:56022] GET / (12 live) GZIP
Apr 01, 2016 17:31:52:724 [7172] DEBUG - Completed: [::1:56022] GET / (12 live) GZIP 0ms 353 bytes 406 (pipelined: 10)

Apr 01, 2016 17:31:58:767 [3632] DEBUG - Request: [::1:56022] GET / (13 live) GZIP
Apr 01, 2016 17:31:58:767 [1308] DEBUG - Completed: [::1:56022] GET / (13 live) GZIP 0ms 353 bytes 406 (pipelined: 11)

Apr 01, 2016 17:32:09:578 [4048] DEBUG - Request: [::1:56022] GET / (5 live) GZIP
Apr 01, 2016 17:32:09:578 [7172] DEBUG - Completed: [::1:56022] GET / (5 live) GZIP 0ms 353 bytes 406 (pipelined: 12)

Apr 01, 2016 17:32:32:819 [9780] DEBUG - Request: [::1:56074] GET / (3 live) GZIP
Apr 01, 2016 17:32:32:820 [1308] DEBUG - Completed: [::1:56074] GET / (3 live) GZIP 0ms 353 bytes 406

Apr 01, 2016 17:33:23:241 [7912] DEBUG - Request: [::1:56088] GET / (2 live) GZIP
Apr 01, 2016 17:33:23:242 [1308] DEBUG - Completed: [::1:56088] GET / (2 live) GZIP 0ms 353 bytes 406

Apr 01, 2016 17:35:11:252 [6936] DEBUG - Request: [::1:56157] GET / (2 live) GZIP
Apr 01, 2016 17:35:11:252 [7172] DEBUG - Completed: [::1:56157] GET / (2 live) GZIP 0ms 353 bytes 406

and have a look at this article
https://support.plex.tv/hc/en-us/articles/204281528-Why-am-I-locked-out-of-Server-after-password-reset-or-device-token-removal-

So - things to check: make sure Plex Web App that you are trying http://localhost:32400/web is signed in to the server plex.tv account

If that does not resolve, get rid of the ``EnableIPv6` Plex Media Server setting in the registry and restart the server

If that does not resolve, go through the steps in the support article that refers to dismantling Plex Home
https://support.plex.tv/hc/en-us/articles/204281528-Why-am-I-locked-out-of-Server-after-password-reset-or-device-token-removal-

@SuperDiogenes said:
Well, I think I’ve figured out the issue.

Latest Windows update (build 10586.164) has levelled a lot of my software. It has even ruined a lot of the basic Windows functions (search function no longer actually works). So I’m certain that the update has done something on a fundamental level to my system so a reload will be happening over the weekend.

Thanks @sa2000 for your help anyway!

May be - open mind on this

10

Huh - well, I seem to have my server back. :confused:

I followed the steps here: https://support.plex.tv/hc/en-us/articles/204281528-Why-am-I-locked-out-of-Server-after-password-reset-or-device-token-removal-

I deleted the 4 registry entries, restarted the server, signed in and it’s there, and still there after a reboot. After deleting the registry entries it wanted me to update PMS which if I remember, the last time I did that after having access to my server momentarily it killed it.

Lets see if the server stays accessible.

11

Jesus - WTF.

So I lose access to my server as soon as I sign in here, close the web app and then relaunch.

The server becomes accessible again after I delete the PlexOnlineToken registry which then reverts the screen to the above.

SuperDiogenes (this account) is the username (and server account) for mrjamexxxxxx@gxxxx.com that has the Plex Pass assigned to it.

12

There are two places to login with that account. One for the server itself as you have shown in the screenshot. The other is for the client app - the Plex Web App client (same screen - but top right corner). Sign out and sign in there using this same account. May need to clear browser cache. Make sure all browser tabs signed out

13

There are two places to login with that account. One for the server itself as you have shown in the screenshot. The other is for the client app - the Plex Web App client (same screen - but top right corner). Sign out and sign in there using this same account. May need to clear browser cache. Make sure all browser tabs signed out

I have logged in via the top right on the Plex Web App. Server still accessible. Decided to run an update that PMS was asking for in the above screen shot. After running the update it auto logged me via the General Settings tab (while still being logged in via the top right). Server gone. I can’t get into the server settings to log out via the General Settings tab to try and get it back which is probably why deleting the registry files works.

14

I have a feeling I’m being really confusing so I’ll try and simply lay it out where I am at right now.

OK.

I use the web app to log in as shown here with SuperDiogenes (server account):

Which gives me this:

Deleting the PlexOnlineToken registry shows this after I restart PMS and log back in (again, with SuperDiogenes:

Server appears to be back showing SuperFreak (name of my server) is uncalimed. I can watch anything on my server from the server machine. No problems (white square is just hiding the content I have on the server) So I go to this screen to claim it.

I claim it and then it shows me this - cool.

I can go to my server home and watch anything I want. But the instant I close the web app and log back in using SuperDiogenes the server is gone and I’m back at square one.

Sorry, thought I’d try and be clear as I possibly could with where I’m at now as you’ve helped me narrow a few things down.

15

But to dismantle Plex Home it is not just one registry entry to delete. The support page recommens deleting 4 registry entries

PlexOnlineHome
PlexOnlineMail
PlexOnlineToken
PlexOnlineUsername
16

Yes. But deleting all 4 registries nets me the same result as I’ve laid out above with screenshots.

17

@SuperDiogenes said:
Yes. But deleting all 4 registries nets me the same result as I’ve laid out above with screenshots.

If you log out in the browser, shut down plex media server, delete the 4 registry entries then relaunch it should not ask you for a pin which is what i saw in your screenshot

18

If you log out in the browser, shut down plex media server, delete the 4 registry entries then relaunch it should not ask you for a pin which is what i saw in your screenshot

You are correct. Doing this doesn’t ask for a pin with my SuperDiogenes account and I’m able to go directly to my server via the web app where it appears to be accessible. However it tells me my server is unclaimed, so I claim it it, I log in with mrxxxxxxxxx@gmail.com, it’s claimed and accessible but the instant I exit out of the web app and go back to it via entering my pin for SuperDiogenes, my server is gone.

It appears that the crux of the problem is as soon as I associate my Plex account (with paid Plex Pass) with my server by claiming it, it becomes inaccessible.

19

@SuperDiogenes said:

If you log out in the browser, shut down plex media server, delete the 4 registry entries then relaunch it should not ask you for a pin which is what i saw in your screenshot

You are correct. Doing this doesn’t ask for a pin with my SuperDiogenes account and I’m able to go directly to my server via the web app where it appears to be accessible. However it tells me my server is unclaimed, so I claim it it, I log in with mrxxxxxxxxx@gmail.com, it’s claimed and accessible but the instant I exit out of the web app and go back to it via entering my pin for SuperDiogenes, my server is gone.

If Plex Home is removed and you gain access to it and you claim it through your gmail account then plex web app should also sign in automatically then with same account.

May be we need to do this as well :
removing the pin on your account. There is a mention of removal here

https://support.plex.tv/hc/en-us/articles/204245033-I-forgot-my-Plex-Account-PIN-how-can-I-reset-it-How-can-I-change-my-PIN-

20

Removed the PIN. Same result :frowning: As soon as I claim it and close the web app and re-sign in (or even leaving the web app open and just signing out then in again) my SuperFreak server vanishes.

I just want to say you’ve been pretty amazing by simply trying to help me figure out what is wrong. Do you think my account might be at fault rather than something software based?