# Cannot claim media server **URL:** \ **Category:** Plex Media Server\ **Tags:** server-linux\ **Created:** [March 26, 2023, 9:21pm UTC](https://forums.plex.tv/t/cannot-claim-media-server/835814 "2023-03-26T21:21:25Z")\ **Posts on this page:** 16\ **Page:** 1
**Author:** ![eljejer](https://avatars.discourse-cdn.com/v4/letter/e/9fc348/32.png) [@eljejer](https://forums.plex.tv/u/eljejer)\ **Post date:** [March 26, 2023, 9:21pm UTC](https://forums.plex.tv/t/cannot-claim-media-server/835814/1 "2023-03-26T21:21:25Z")
Server Version#: 1.31.2.6810-1 (Arch Linux) Player Version#: 9.19.0.177 (Android TV) The server on the Linux box is active. On Android TV, when I open Plex app, my media on the server is not shown. On desktop, when I browse to [http://192.168.178.100:32400/web/](http://192.168.178.100:32400/web/) it says: “TUXSIL server is unclaimed and not secure” When I press “Claim it now” and on the next page “Claim Server” it does NOT succeed in claiming the server. [server log](https://support.plex.tv/articles/200250417-plex-media-server-log-files/) [Plex Media Server.log](https://forums.plex.tv/uploads/short-url/gmFjz4FEWGsBW5eKwognI8nkswx.log) (1.7 MB) I do not succeed in solving this problem. Any help is appreciated ---
**Author:** ![ChuckPa](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/chuckpa/32/79710_2.png) [@ChuckPa](https://forums.plex.tv/u/ChuckPa)\ **Post date:** [March 26, 2023, 11:19pm UTC](https://forums.plex.tv/t/cannot-claim-media-server/835814/2 "2023-03-26T23:19:39Z")
This tool will help you claim the server. It must be run from the server, as root, with PMS stopped. Given Arch Linux is not official, you can use the `-p` option in the tool to specify where Preferences.xml is located . > **[GitHub - ChuckPa/UserCredentialReset: User Credential Reset utility for Plex](https://github.com/ChuckPa/UserCredentialReset)** > > User Credential Reset utility for Plex. Contribute to ChuckPa/UserCredentialReset development by creating an account on GitHub. ---
**Author:** ![eljejer](https://avatars.discourse-cdn.com/v4/letter/e/9fc348/32.png) [@eljejer](https://forums.plex.tv/u/eljejer)\ **Post date:** [March 27, 2023, 8:42am UTC](https://forums.plex.tv/t/cannot-claim-media-server/835814/3 "2023-03-27T08:42:00Z")
Hello and thanks for your support. I ran the script: ```auto [root@TUXSIL UserCredentialReset-main]# find / -name Preferences.xml /var/lib/plex/Plex Media Server/Preferences.xml [root@TUXSIL UserCredentialReset-main]# ./UserCredentialReset.sh -p '/var/lib/plex/Plex Media Server/Preferences.xml' Plex Media Server user credential reset and reclaim tool (User-Defined) This utility will reset the server's credentials. It will next reclaim the server for you using a Plex Claim token you provide from https://plex.tv/claim Using given Preferences path: '/var/lib/plex/Plex Media Server/Preferences.xml' Please enter Plex Claim Token copied from http://plex.tv/claim : claim-redacted Clearing Preferences.xml Getting new credentials from Plex.tv Claim completed without errors. Username: redacted Email: redacted Complete. You may now start PMS. ``` And now, the media on the server are not being shown. Neither in the Plex Android TV app nor in the webbrowser on dekstop. So obviously (?) the “Claim your server” message is not displayed either. Can you please advise further? ---
**Author:** ![eljejer](https://avatars.discourse-cdn.com/v4/letter/e/9fc348/32.png) [@eljejer](https://forums.plex.tv/u/eljejer)\ **Post date:** [March 27, 2023, 8:04pm UTC](https://forums.plex.tv/t/cannot-claim-media-server/835814/4 "2023-03-27T20:04:53Z")
I have now uninstalled plex-media-server and installed plex-media-server-plexpass. After initialization, where I could fill the library with media, I’m back on "This server is unclaimed and not secure’ . Then I re-ran the script ```auto [root@TUXSIL UserCredentialReset-main]# ./UserCredentialReset.sh -p '/var/lib/plex/Plex Media Server/Preferences.xml' Plex Media Server user credential reset and reclaim tool (User-Defined) This utility will reset the server's credentials. It will next reclaim the server for you using a Plex Claim token you provide from https://plex.tv/claim Using given Preferences path: '/var/lib/plex/Plex Media Server/Preferences.xml' Please enter Plex Claim Token copied from http://plex.tv/claim : claim-redacted Clearing Preferences.xml Getting new credentials from Plex.tv Claim completed without errors. Username: redacted Email: redacted Complete. You may now start PMS. [root@TUXSIL UserCredentialReset-main]# exit ``` and now the media server is gone again… I’m lost. Any further suggestions maybe? ---
**Author:** ![ChuckPa](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/chuckpa/32/79710_2.png) [@ChuckPa](https://forums.plex.tv/u/ChuckPa)\ **Post date:** [March 27, 2023, 8:29pm UTC](https://forums.plex.tv/t/cannot-claim-media-server/835814/5 "2023-03-27T20:29:44Z")
Now, 1. start the server 2. Open it by its LAN IP (RFC-1918 compliant LAN) the first time ; An incognito window is helpful when reclaiming in ‘weird’ situations and never a bad idea. ---
**Author:** ![eljejer](https://avatars.discourse-cdn.com/v4/letter/e/9fc348/32.png) [@eljejer](https://forums.plex.tv/u/eljejer)\ **Post date:** [March 27, 2023, 9:31pm UTC](https://forums.plex.tv/t/cannot-claim-media-server/835814/6 "2023-03-27T21:31:36Z")
The server is started on the home server. I enter URL [http://192.168.178.100:32400/web](http://192.168.178.100:32400/web) in a private browser window. The media server is not shown… ---
**Author:** ![eljejer](https://avatars.discourse-cdn.com/v4/letter/e/9fc348/32.png) [@eljejer](https://forums.plex.tv/u/eljejer)\ **Post date:** [March 27, 2023, 10:21pm UTC](https://forums.plex.tv/t/cannot-claim-media-server/835814/7 "2023-03-27T22:21:04Z")
I tried this option as well: [https://forums.plex.tv/t/linux-tips/276247/21#second-choice-after-a-hard-password-reset-on-plextv-3](https://forums.plex.tv/t/linux-tips/276247/21#second-choice-after-a-hard-password-reset-on-plextv-3) But this returns: [root@TUXSIL eljejer]# systemctl start plexmediaserver [root@TUXSIL eljejer]# curl -X POST ‘[http://127.0.0.1:32400/myplex/claim?token=claim-LpVu-1xysxxQfoeSb\_3w](http://127.0.0.1:32400/myplex/claim?token=claim-LpVu-1xysxxQfoeSb_3w)’ Internal Server Error # 500 Internal Server Error [root@TUXSIL eljejer]# ---
**Author:** ![ChuckPa](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/chuckpa/32/79710_2.png) [@ChuckPa](https://forums.plex.tv/u/ChuckPa)\ **Post date:** [March 29, 2023, 1:33am UTC](https://forums.plex.tv/t/cannot-claim-media-server/835814/8 "2023-03-29T01:33:45Z")
1. You’ll need to do something about the first two adapters here at some point. Two on the same subnet isn’t wise ```auto Mar 26, 2023 22:44:25.460 [0x7f6647926aa8] DEBUG - Network interfaces: Mar 26, 2023 22:44:25.460 [0x7f6647926aa8] DEBUG - * 1 lo (127.0.0.1) (00-00-00-00-00-00) (loopback: 1) Mar 26, 2023 22:44:25.460 [0x7f6647926aa8] DEBUG - * 3 enp0s20f0u1c2 (192.168.178.100) (8C-AE-4C-DD-10-7F) (loopback: 0) Mar 26, 2023 22:44:25.460 [0x7f6647926aa8] DEBUG - * 6 macvlan1 (192.168.178.102) (6E-7F-D8-58-27-50) (loopback: 0) Mar 26, 2023 22:44:25.460 [0x7f6647926aa8] DEBUG - * 7 ztuku6eo7y (192.168.193.100) (CA-56-D7-5E-F9-5B) (loopback: 0) ``` Is this a fresh installation? Internal server failure (500) will happen when one or more of the core components doesn’t start and/or there’s a file permissions problem in the APP\_SUPP\_DIR tree somewhere. Be advised; Arch native installations aren’t supported. If you can install docker on arch and then Plex in a docker container; 👍 ---
**Author:** ![eljejer](https://avatars.discourse-cdn.com/v4/letter/e/9fc348/32.png) [@eljejer](https://forums.plex.tv/u/eljejer)\ **Post date:** [March 29, 2023, 7:20pm UTC](https://forums.plex.tv/t/cannot-claim-media-server/835814/9 "2023-03-29T19:20:30Z")
Hello again @ChuckPa To circumvent the problem that there is more than one Network Adapter present on the server, I thought to use the “Preferred Network Interface” setting as described in this [artcle](https://support.plex.tv/articles/200430283-network/) There I change the defaullt “Any” to NIC “enp0s20f0u1c2” that is linked to 192.168.178.100 However this is still not letting me claim the server. I attach the new log [Plex Media Server\_3.log](https://forums.plex.tv/uploads/short-url/afDEsa8rCwU8lqvhc3H913CNzDt.log) (119.9 KB) Do you maybe have another suggestion? ---
**Author:** ![ChuckPa](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/chuckpa/32/79710_2.png) [@ChuckPa](https://forums.plex.tv/u/ChuckPa)\ **Post date:** [March 29, 2023, 7:49pm UTC](https://forums.plex.tv/t/cannot-claim-media-server/835814/10 "2023-03-29T19:49:00Z")
@eljejer If you ran my utility, and it returned your Plex username and email address then the server is claimed. Your next step was to open it via the IP address (incognito to be extra isolated) the first time. The “Internal error 500” is where the problem is occurring. Can you please do the following? 1. Restart PMS 2. Attempt to open it again via the IP / loopback (127.0.0.1 if server is on the same machine as you’re typing from) 3. Let it fail 4. Stop Plex 5. Make a tar.gz of `/var/lib/plexmediaserver/Library/Application Support/Plex Media Server/Logs’ 6. Upload/attach that tar.gz here. We’ll see what’s happening. ---
**Author:** ![eljejer](https://avatars.discourse-cdn.com/v4/letter/e/9fc348/32.png) [@eljejer](https://forums.plex.tv/u/eljejer)\ **Post date:** [March 29, 2023, 8:45pm UTC](https://forums.plex.tv/t/cannot-claim-media-server/835814/11 "2023-03-29T20:45:39Z")
@ChuckPa Hi and thanks for continuing support I ran your utility once more: ```auto [root@TUXSIL UserCredentialReset-main]# ./UserCredentialReset.sh -p '/var/lib/plex/Plex Media Server/Preferences.xml' Plex Media Server user credential reset and reclaim tool (User-Defined) This utility will reset the server's credentials. It will next reclaim the server for you using a Plex Claim token you provide from https://plex.tv/claim Using given Preferences path: '/var/lib/plex/Plex Media Server/Preferences.xml' Please enter Plex Claim Token copied from http://plex.tv/claim : claim-redacted Clearing Preferences.xml Getting new credentials from Plex.tv Claim completed without errors. Username: eljejer Email: redacted Complete. You may now start PMS. [root@TUXSIL UserCredentialReset-main]# ``` restarted PMS opened URL [http://192.168.178.100:32400/web](http://192.168.178.100:32400/web) “Let is fail” i.e. “This server is unclaimed and not secure” message is shown Tared the logs. However, on my system they are not in ```auto `/var/lib/plexmediaserver/Library/Application Support/Plex Media Server/Logs’`Preformatted text` ``` but rather in ```auto '/var/lib/plex/Plex Media Server/Logs' ``` So I did ```auto [root@TUXSIL eljejer]# pwd /home/eljejer [root@TUXSIL eljejer]# tar -zcvf pms.logs.tar.gz '/var/lib/plex/Plex Media Server/Logs' ``` I attach the logs here [pms.logs.tar.gz](https://forums.plex.tv/uploads/short-url/3WKubY4ATEkZnHQgYnBlz4m73Jm.gz) (251.6 KB) ---
**Author:** ![eljejer](https://avatars.discourse-cdn.com/v4/letter/e/9fc348/32.png) [@eljejer](https://forums.plex.tv/u/eljejer)\ **Post date:** [March 29, 2023, 8:52pm UTC](https://forums.plex.tv/t/cannot-claim-media-server/835814/12 "2023-03-29T20:52:26Z")
B.t.w. opening plex web in private / incognito tab says: Not authorized You do not have access to this server ---
**Author:** ![eljejer](https://avatars.discourse-cdn.com/v4/letter/e/9fc348/32.png) [@eljejer](https://forums.plex.tv/u/eljejer)\ **Post date:** [March 30, 2023, 4:11am UTC](https://forums.plex.tv/t/cannot-claim-media-server/835814/13 "2023-03-30T04:11:48Z")
@ChuckPa Once more I have un-installed PMS but now made sure to also delete as root: ```auto rm -rf /var/lib/plex/ ``` And re-installed plex-media-server-plexpass. Then I went through the initialization, lost the connection once again, and executed your scrpt: ```auto ./UserCredentialReset.sh -p '/var/lib/plex/Plex Media Server/Preferences.xml' ``` All is well now. But I really can’t explain why… ---
**Author:** ![ChuckPa](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/chuckpa/32/79710_2.png) [@ChuckPa](https://forums.plex.tv/u/ChuckPa)\ **Post date:** [March 30, 2023, 4:15am UTC](https://forums.plex.tv/t/cannot-claim-media-server/835814/14 "2023-03-30T04:15:17Z")
> [@eljejer](#): > > B.t.w. opening plex web in private / incognito tab says: > > Not authorized > > You do not have access to this server If you get ‘not authorized’ after claiming — the server isn’t able to authenticate you. We know the Claim tool was able to talk to plex.tv and get credentials. It does sound like there’s an underlying network concern there. PMS requires constant network connection to work. ---
**Author:** ![eljejer](https://avatars.discourse-cdn.com/v4/letter/e/9fc348/32.png) [@eljejer](https://forums.plex.tv/u/eljejer)\ **Post date:** [March 30, 2023, 4:29am UTC](https://forums.plex.tv/t/cannot-claim-media-server/835814/15 "2023-03-30T04:29:22Z")
@ChuckPa Opening plex web in private / incognito tab works fine now also… ---
**Author:** ![system](https://global.discourse-cdn.com/plex/original/3X/2/a/2acb9765406f63293d357b4ec509ec39aa28f2ad.png) [@system](https://forums.plex.tv/u/system)\ **Post date:** [June 28, 2023, 4:29am UTC](https://forums.plex.tv/t/cannot-claim-media-server/835814/16 "2023-06-28T04:29:33Z")
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