Cannot claim server after reset attempt

Plex Media Server NAS & Devices
1

Server Version#: 1.41.3.9314-72009314
Player Version#: 1.105.2.269-12a32491
<If providing server logs please do NOT turn on verbose logging, only debug logging should be enabled>

I’m having issues with my Plex Media Server. Here’s what’s happened and what I’ve tried thus far:

  1. Received a message from a remote user that there was a red icon next to the server on their client and they couldn’t access anything.
  2. I checked my client and my server wasn’t connecting.
  3. I had a PMS update downloaded that I had not yet applied (1.41.3.9314). I stopped the PMS service on my Synology NAS and updated the PMS service. Problem persisted. Now the server doesn’t even show up in my client at all.
  4. I attempt to run @ChuckPa 's credential reset tool - GitHub - ChuckPa/UserCredentialReset: User Credential Reset utility for Plex - which was going fine until I received an error.
sh-4.4# ./UserCredentialReset.sh
 
          Plex Media Server user credential reset and reclaim tool (Synology (DSM 7))
 
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
 
Please enter Plex Claim Token copied from http://plex.tv/claim : claim-xxxxxxxxx
Stopping PMS
{"action":"prepare","error":{"code":0},"stage":"prepare","success":true}
Clearing Preferences.xml
Getting new credentials from Plex.tv
ERROR: Could not get credentials from plex.tv (Error: 6)
  1. At that point I manually restarted PMS on my NAS and logged into the web app.
  2. Server appeared in the web app but as unclaimed. I generated a new claim token from plex.tv/claim and clicked the claim button, but nothing happened. It never prompted me to input the claim token. I tried a couple more times, but the same thing happened.
    WebApp
    WebApp1406×366 57 KB
  3. Check desktop client and still no server listed. Back to square one.

Any suggestions? What am I missing?

2

The problem you describe can be caused by networking issues. If PMS cannot communicate with hosts at plex.tv, then claiming will fail.

  • Reboot your router and wait 2 - 3 minutes for it to fully restart.
  • If you’ve a VPN on the NAS or router, disable it (so Plex is not tunneled through the VPN).
  • Verify the NAS IP address & mask, and default gateway are correct.
  • Configure the NAS to a public DNS server such as 1.1.1.1 (Cloudflare) or 8.8.8.8 (Google)
  • Sync the NAS with a public NTP server (Control Panel → Regional Options). If the time is incorrect, claiming will fail.

Then reboot the NAS, start PMS (if stopped), and try to claim the server.

When claiming, point the browser at the IP address of the NAS. For example, if the IP address is 10.1.2.3, use https://10.1.2.3:32400/web. Do not use QuickConnect, a FQDN, etc., as claiming will fail.

If that does not work, then uninstall PMS and re-install using the Plex Claim Token option. See FAQ 31: Reset / Reclaim PMS on DSM 7 (Not Authorized - Locked Out).

If claiming still fails, then time to look at the log files. Stop PMS. With File Manager, navigate to the Plex Data Folder. Right click on the Logs folder and choose “compress to logs.zip.” Then attach the file to the thread.

3

Ended up doing a reinstall and everything is back up and running. Thanks for the assist.

Cheers!

4

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