Cannot connect to Plex any more

Plex Media Server NAS & Devices
1

Server Version#: Currently 1.16.5.1552-8e8d0c785 (latest available version in the Synology App Store) after my re-install, but had the latest version (manually) installed before
Player Version#: Any

I originally posted this in a Synology support ticket, but after giving them temporary access to my server they couldn’t find anything wrong with the installation and told me to contact Plex support (from what I gather there’s no such thing, just this community forum?). Here’s what I initially wrote:

"I’ve been using Plex on my Synology NAS for a while now, but for some reason it has occasionally been difficult or impossible to connect to it. Since this morning, I cannot connect to it at all any more.

My external devices (e.g., iPhone, iPad, web app) cannot connect to the server any more, but when I tried to open it via the app on my Synology NAS itself, it also didn’t work. I tried it both by loggin in on my NAS via [external IP]:[port] and locally via [local IP]:[port], but both didn’t work.

It seems as if my modem also has trouble port forwarding port 32400 that Plex uses as a default. I have added the port forwarding rule to my modem in the same way like I added all the other ports, but according to https://www.yougetsignal.com/tools/open-ports/ it still is closed. Although Plex worked just fine before and I cannot connect to it locally either, which makes me think this is not the problem I’m after right now.

At some point I wanted to try by re-installing Plex via de Synology App Store, but the newly installed version also won’t open, I just get an empty [local IP]:32400/web screen after it fails to load.

I’m a bit lost where to look to fix this. Can you help or advise me? Thanks!"

I hope someone has any tips on what I can do to fix this. Thanks!

2

Please do the following:

  1. Verify DEBUG logging is enabled, VERBOSE logging is disabled.
  2. Restart PMS
  3. Let it sit completely idle for 3 minutes
  4. Now, if Remote Access is not enabled, enable it.
  5. Allow it to take whatever action it is going to take.
  6. Wait 1 more minute
  7. Download the logs (ZIP file) and attach.
3

Having the same issue. Plex remote connection has worked perfectly for me for over 6 months now. All of a sudden I can no longer connect. Attached are my logs. Can you please help?

Plex Media Server Logs_2020-02-25_14-13-07.zip (1.5 MB)

4

Did you / Do you specify the port manually anywhere?

It should not be reporting that it’s testing port 0

Feb 25, 2020 14:08:04.431 [0x7f9a08567700] DEBUG - Request: [192.168.1.245:8495 (Subnet)] PUT /myplex/refreshReachability (8 live) GZIP Signed-in Token (NO\/US)
Feb 25, 2020 14:08:04.431 [0x7f9a08567700] WARN - MyPlex: we have an existing connectivity refresh request for async identifier a8b8ccbf-7c31-4fb5-8419-6cf07694a4c0, but it has expired so we will try again.
Feb 25, 2020 14:08:04.431 [0x7f9a08567700] DEBUG - MyPlex: Requesting reachability check.
Feb 25, 2020 14:08:04.431 [0x7f9a08567700] DEBUG - HTTP requesting PUT https://plex.tv/api/servers/56a2414718a8e29840e04d92b9f963b9670f179b/connectivity?X-Plex-Token=xxxxxxxxxxxxxxxxxxxx&asyncIdentifier=9a1a6950-9c4d-41cc-9905-5542b04be30a
Feb 25, 2020 14:08:05.031 [0x7f9a2a7d4700] DEBUG - EventSource: Got event [data] '<Message address="" port="0" asyncIdentifier="9a1a6950-9c4d-41cc-9905-5542b04be30a" connectivity="0" command="notifyConnectivity"/>'
Feb 25, 2020 14:08:05.037 [0x7f9a08567700] DEBUG - HTTP 200 response from PUT https://plex.tv/api/servers/56a2414718a8e29840e04d92b9f963b9670f179b/connectivity?X-Plex-Token=xxxxxxxxxxxxxxxxxxxx&asyncIdentifier=9a1a6950-9c4d-41cc-9905-5542b04be30a
Feb 25, 2020 14:08:05.037 [0x7f9a2a7d4700] DEBUG - PubSub: Got notified of reachability for async identifier 9a1a6950-9c4d-41cc-9905-5542b04be30a: 0 for :0 (responded in 0 seconds)
Feb 25, 2020 14:08:05.039 [0x7f9a2a4e6700] DEBUG - Completed: [192.168.1.245:8495] 200 PUT /myplex/refreshReachability (8 live) GZIP 608ms 274 bytes (pipelined: 4)
Feb 25, 2020 14:08:05.052 [0x7f9a2a7d4700] DEBUG - Auth: authenticated user 1 as NO\/US
Feb 25, 2020 14:08:05.052 [0x7f9a0a5a1700] DEBUG - Request: [192.168.1.245:8495 (Subnet)] GET /myplex/account (8 live) GZIP Signed-in Token (NO\/US)
Feb 25, 2020 14:08:05.052 [0x7f9a2a7d4700] DEBUG - Completed: [192.168.1.245:8495] 200 GET /myplex/account (8 live) GZIP 0ms 1519 bytes (pipelined: 5)
Feb 25, 2020 14:08:10.406 [0x7f9a2a4e6700] DEBUG - Completed: [192.168.1.245:8478] 200 GET /player/proxy/poll
5

Yes

plex
plex826×491 403 KB

6

Hi ChuckPa, thanks for responding. I’m afraid I already don’t understand what you mean by the first two points, could you elaborate?

Just to be sure; my problem is that I do not know how to actually log in at my Plex server itself, even via local access. Normally I could reach my server either via app.plex.tv or by clicking on the app on my Synology, but neither works now. Thanks again!

7

Do you see anything else I could be doing wrong?

8

To confirm the steps:

  1. You manually specified the port as 32400
  2. In the modem/router, you have a manual port forward rule WAN:32400 -> Static IP:32400 TCP specified?
9

Yes, both of those have been set. See attached image as well as the image above.
plex1

10

Please do the following. I apologize for the disruption to your PMS.

  1. Turn off Remote Access
  2. Verify again DEBUG logging on , VERBOSE logging off.
  3. Shut down PMS
  4. Wait 2 minutes for network sockets to close
  5. Start PMS
  6. Let sit idle (no streaming) for 2 more minutes
  7. Enable Remote Access
  8. Let it do whatever it will do.
  9. After it either succeeds or fails wait 1 more minute
  10. Download the log ZIP file and attach it.

I wish to see the full startup sequence.
I’m looking for PMS to reach out to Plex.tv and its reply.

1 Like
11

Chuck,

Logs attached. Thanks a ton for the assistance on this!
Plex Media Server Logs_2020-02-26_14-47-01.zip (1.5 MB)

12

Thanks.

I have a clean set where it shows external port to use is again Zero.

Would you now please create a new port forwarding rule?

Disable Remote Access
In that rule, State: port 65432/TCP -> 32400/TCP
Now return to PMS and set port 65432 as the manual port.

1 Like
13

That didn’t work, so I went ahead and uninstalled everything from Synology. Plex, share folder, and user. Fresh install and everything is working. Not sure why, but i’ll take it. Thanks again for the help!

14

Do you have the Synology firewall active?

15

It’s active, but when I downloaded Plex again it asked to open 32400 and I said yes. I never thought to check firewall settings.

16

What makes no sense is more than just 32400 needs to be open for the LAN services to work – unless – you are treating the Syno as if it were a 32400/TCP-only device.

If that’s how you’re running it, How about creating a custom, static, rule

Screenshot from 2020-02-26 18-00-12
Screenshot from 2020-02-26 18-00-12791×632 55.8 KB

This will permanently open port 32400 on PMS – which should be moot given it works locally.

17

@ChuckPa, could you maybe also reply to my last question here? Thanks for thinking along! :v:

18

@hermandevries

I’m sorry if I missed your posts. This is your thread after all.

I would like to ask you to do the following:

  1. Stop Plex in Package Center

  2. In your brower window (the one open to app.plex.tv) – sign out (upper right)

  3. open a new incognito (private) window.

  4. Start PMS

  5. Substituting the appropriate address: http://ip.addr.of.syno:32400/web

  6. Look at the address bar.

  7. Is it still the address of the Synology or did it jump to app.plex.tv ?

  8. If it jumped to app.plex.tv then
    a. Stop plex
    b. Using these steps, manually zip up the log files and attach them for me here
    Synology FAQ - Questions, Answers, and a few How-To's

  9. if it is still the address of your Synology, Can you log in now?

  10. If not, stop Plex and use the FAQ steps above to also obtain the logs.

19

I’ve done steps 1 to 5, but then get the following error when trying to go to that address: “Safari cannot open this page. Safari cannot open the page ‘…’, because the server where this page is located, does not respond” (translated back from Dutch).

Update: I just realized that like NOVUS, I had my Synology Firewall turned on. After turning it off, Plex works again like it normally would. It’s also much less laggy than it was before, which was probably due to the firewall.

I guess sometimes the solution is right in front of your nose, but you’re just not looking. Thanks for your help @ChuckPa!

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