# Cannot see server after password reset **URL:** \ **Category:** Plex Media Server\ **Tags:** server-netgear\ **Created:** [September 3, 2022, 9:39pm UTC](https://forums.plex.tv/t/cannot-see-server-after-password-reset/809276 "2022-09-03T21:39:30Z")\ **Posts on this page:** 20\ **Page:** 1
**Author:** ![kpfletcher\_gmail\_com](https://avatars.discourse-cdn.com/v4/letter/k/a9a28c/32.png) [@kpfletcher\_gmail\_com](https://forums.plex.tv/u/kpfletcher_gmail_com)\ **Post date:** [September 3, 2022, 9:39pm UTC](https://forums.plex.tv/t/cannot-see-server-after-password-reset/809276/1 "2022-09-03T21:39:30Z")
Server Version#: Player Version#: After resetting my password and logging out of devices I could reset passwords in the app on my phone and Android TV, however today my Netgear ReadyNAS needed a reboot and now my plex server is no longer visible. If I open the web portal locally on the NAS there is no SERVER option under SETTINGS. Please help, I have lost not only access to my files but I also subscribe to LIVE TV and now I cannot record programmes ---
**Author:** ![kpfletcher\_gmail\_com](https://avatars.discourse-cdn.com/v4/letter/k/a9a28c/32.png) [@kpfletcher\_gmail\_com](https://forums.plex.tv/u/kpfletcher_gmail_com)\ **Post date:** [September 3, 2022, 9:56pm UTC](https://forums.plex.tv/t/cannot-see-server-after-password-reset/809276/2 "2022-09-03T21:56:28Z")
I have seen instruction to use “UserCredentialReset” and see it works for Netgear but I am not familiar with Linux and do not know how to get the file “UserCredentialReset.sh” from my laptop to the server. I can use PuTTY and SSH to the NAS and log in, but I do not know how to copy the file from Windows to the NAS. Anyone advise please? ---
**Author:** ![Teppic](https://avatars.discourse-cdn.com/v4/letter/t/779978/32.png) [@Teppic](https://forums.plex.tv/u/Teppic)\ **Post date:** [September 4, 2022, 10:22am UTC](https://forums.plex.tv/t/cannot-see-server-after-password-reset/809276/3 "2022-09-04T10:22:59Z")
OK, this is very interesting! Your issue is very similar to mine - due to a password compromise notified by Plex, I reset my password, now suddenly my Plex Media Server has ceased to work across all my players. What’s going on!? I’m on a Synology NAS, whilst you’re on a Netgear ReadyNAS, but otherwise sounding like the very same issue. Hello Plex? This is why I pay for a subscription … HELP! ---
**Author:** ![jillorval](https://avatars.discourse-cdn.com/v4/letter/j/58f4c7/32.png) [@jillorval](https://forums.plex.tv/u/jillorval)\ **Post date:** [September 4, 2022, 10:54am UTC](https://forums.plex.tv/t/cannot-see-server-after-password-reset/809276/4 "2022-09-04T10:54:22Z")
Same here on a Synology. I don’t see my media (and yes, it’s still there), and don’t have an option to add any folders or whatever ---
**Author:** ![Teppic](https://avatars.discourse-cdn.com/v4/letter/t/779978/32.png) [@Teppic](https://forums.plex.tv/u/Teppic)\ **Post date:** [September 4, 2022, 10:59am UTC](https://forums.plex.tv/t/cannot-see-server-after-password-reset/809276/5 "2022-09-04T10:59:06Z")
So, I just reclaimed my server. I had to go to the Plex Media Server on my NAS via the local LAN IP, and was then able to reclaim it and login. Seems this issues has been created because of the recent Plex password compromise. I can now see my local media files again! Woohoo! Would have been nice to have better instructions - ANY instructions - from Plex on this, why am I paying for a monthly subscription again!? ---
**Author:** ![kpfletcher\_gmail\_com](https://avatars.discourse-cdn.com/v4/letter/k/a9a28c/32.png) [@kpfletcher\_gmail\_com](https://forums.plex.tv/u/kpfletcher_gmail_com)\ **Post date:** [September 4, 2022, 11:24am UTC](https://forums.plex.tv/t/cannot-see-server-after-password-reset/809276/6 "2022-09-04T11:24:42Z")
Unfortunately, I didn’t see the reclaim option. I finally fathomed out how to use the UserCredentialReset tool and get the claim code but it finally errors with ERROR: Could not get credentials from plex.tv (Error: 6) ---
**Author:** ![kpfletcher\_gmail\_com](https://avatars.discourse-cdn.com/v4/letter/k/a9a28c/32.png) [@kpfletcher\_gmail\_com](https://forums.plex.tv/u/kpfletcher_gmail_com)\ **Post date:** [September 4, 2022, 11:26am UTC](https://forums.plex.tv/t/cannot-see-server-after-password-reset/809276/7 "2022-09-04T11:26:39Z")
After the error in UserCredentialReset I can now see the CLAIM option in the local web of the NAS, it goes away to claim the server (I can see my folders but they are unavailable) but it does not claim, nor give any error, just offers to claim again by lighting up the claim button ---
**Author:** ![jillorval](https://avatars.discourse-cdn.com/v4/letter/j/58f4c7/32.png) [@jillorval](https://forums.plex.tv/u/jillorval)\ **Post date:** [September 4, 2022, 12:00pm UTC](https://forums.plex.tv/t/cannot-see-server-after-password-reset/809276/8 "2022-09-04T12:00:03Z")
I only see that ![Clipboard01](https://global.discourse-cdn.com/plex/original/4X/d/4/b/d4be976e6ba6ddb00b027f788621224e2fc5cd48.jpeg) ---
**Author:** ![kpfletcher\_gmail\_com](https://avatars.discourse-cdn.com/v4/letter/k/a9a28c/32.png) [@kpfletcher\_gmail\_com](https://forums.plex.tv/u/kpfletcher_gmail_com)\ **Post date:** [September 4, 2022, 12:14pm UTC](https://forums.plex.tv/t/cannot-see-server-after-password-reset/809276/9 "2022-09-04T12:14:38Z")
Are you logged into to the local web of the NAS? [http://ip.address.of.NAS:32400/web](http://ip.address.of.NAS:32400/web) ---
**Author:** ![kpfletcher\_gmail\_com](https://avatars.discourse-cdn.com/v4/letter/k/a9a28c/32.png) [@kpfletcher\_gmail\_com](https://forums.plex.tv/u/kpfletcher_gmail_com)\ **Post date:** [September 4, 2022, 1:33pm UTC](https://forums.plex.tv/t/cannot-see-server-after-password-reset/809276/10 "2022-09-04T13:33:02Z")
> [@kpfletcher\_gmail\_com](#): > > ERROR: Could not get credentials from plex.tv (Error: 6) UPDATE: I deleted renamed the preferences.xml file and started the plex server again, it gets as far as showing my server and offering to reclaim it, but it never reclaims it - it just highlights the CLAIM button after a while and I can start to claim again, but just going around in circles ---
**Author:** ![jillorval](https://avatars.discourse-cdn.com/v4/letter/j/58f4c7/32.png) [@jillorval](https://forums.plex.tv/u/jillorval)\ **Post date:** [September 4, 2022, 4:11pm UTC](https://forums.plex.tv/t/cannot-see-server-after-password-reset/809276/11 "2022-09-04T16:11:37Z")
Yes 192.168 aso ---
**Author:** ![dbirch](https://avatars.discourse-cdn.com/v4/letter/d/f19dbf/32.png) [@dbirch](https://forums.plex.tv/u/dbirch)\ **Post date:** [September 4, 2022, 4:18pm UTC](https://forums.plex.tv/t/cannot-see-server-after-password-reset/809276/12 "2022-09-04T16:18:30Z")
> [@kpfletcher\_gmail\_com](#): > > ERROR: Could not get credentials from plex.tv Sounds like a DNS issue ---
**Author:** ![kpfletcher\_gmail\_com](https://avatars.discourse-cdn.com/v4/letter/k/a9a28c/32.png) [@kpfletcher\_gmail\_com](https://forums.plex.tv/u/kpfletcher_gmail_com)\ **Post date:** [September 4, 2022, 5:24pm UTC](https://forums.plex.tv/t/cannot-see-server-after-password-reset/809276/13 "2022-09-04T17:24:24Z")
I see that in the logs, but I then changed the DNS to 1.1.1.1 and 8.8.8.8, restarted the plex server, no difference, restarted the NAS, again no difference ☹ ---
**Author:** ![dbirch](https://avatars.discourse-cdn.com/v4/letter/d/f19dbf/32.png) [@dbirch](https://forums.plex.tv/u/dbirch)\ **Post date:** [September 4, 2022, 10:08pm UTC](https://forums.plex.tv/t/cannot-see-server-after-password-reset/809276/14 "2022-09-04T22:08:29Z")
try again and upload your [server logs](https://support.plex.tv/articles/200250417-plex-media-server-log-files/) ---
**Author:** ![kpfletcher\_gmail\_com](https://avatars.discourse-cdn.com/v4/letter/k/a9a28c/32.png) [@kpfletcher\_gmail\_com](https://forums.plex.tv/u/kpfletcher_gmail_com)\ **Post date:** [September 5, 2022, 8:53am UTC](https://forums.plex.tv/t/cannot-see-server-after-password-reset/809276/15 "2022-09-05T08:53:13Z")
The issue persists, log file uploaded [Plex Media Server.log](https://forums.plex.tv/uploads/short-url/jajCnJln2dcTc7tX6HNwhRAmKLS.log) (9.8 MB) ---
**Author:** ![dbirch](https://avatars.discourse-cdn.com/v4/letter/d/f19dbf/32.png) [@dbirch](https://forums.plex.tv/u/dbirch)\ **Post date:** [September 5, 2022, 1:26pm UTC](https://forums.plex.tv/t/cannot-see-server-after-password-reset/809276/16 "2022-09-05T13:26:56Z")
You are still having network connectivity issues with host name resolution. I’m not familiar with troubleshooting a netgear server so I will wait for someone else to chime in. ---
**Author:** ![kpfletcher\_gmail\_com](https://avatars.discourse-cdn.com/v4/letter/k/a9a28c/32.png) [@kpfletcher\_gmail\_com](https://forums.plex.tv/u/kpfletcher_gmail_com)\ **Post date:** [September 5, 2022, 2:09pm UTC](https://forums.plex.tv/t/cannot-see-server-after-password-reset/809276/17 "2022-09-05T14:09:25Z")
I am so embarrassed but this is something I have never seen (I’m at IT professional), I just swapped out my router for an older one after trying everything I could possibly think of and everything works. I reclaimed the server. Now I have to examine the router I took out and find out why it was blocking traffic from the NAS. Thanks for your help. Incredible. ---
**Author:** ![dbirch](https://avatars.discourse-cdn.com/v4/letter/d/f19dbf/32.png) [@dbirch](https://forums.plex.tv/u/dbirch)\ **Post date:** [September 5, 2022, 2:18pm UTC](https://forums.plex.tv/t/cannot-see-server-after-password-reset/809276/18 "2022-09-05T14:18:10Z")
Welcome to the field, If you are not saying > [@kpfletcher\_gmail\_com](#): > > this is something I have never seen At least once a week, are you really working? 🙂 ---
**Author:** ![kpfletcher\_gmail\_com](https://avatars.discourse-cdn.com/v4/letter/k/a9a28c/32.png) [@kpfletcher\_gmail\_com](https://forums.plex.tv/u/kpfletcher_gmail_com)\ **Post date:** [September 6, 2022, 3:51pm UTC](https://forums.plex.tv/t/cannot-see-server-after-password-reset/809276/19 "2022-09-06T15:51:06Z")
I’ve never seen it on a home router! ---
**Author:** ![system](https://global.discourse-cdn.com/plex/original/3X/2/a/2acb9765406f63293d357b4ec509ec39aa28f2ad.png) [@system](https://forums.plex.tv/u/system)\ **Post date:** [December 5, 2022, 3:51pm UTC](https://forums.plex.tv/t/cannot-see-server-after-password-reset/809276/20 "2022-12-05T15:51:43Z")
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