Can't claim own server after deleting preferences.xml

Plex Media Server NAS & Devices
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Server Version#: 1.29.2.6364
Player Version#: localhost web player

I’m running Plex on my Synology NAS. After using Plex for a couple of years with no issues, a few days ago I suddenly couldn’t access it with Firefox with a local computer. I tried deleting the preferences.xml file in hopes of resetting it, now it shows the server as being unclaimed. The problem is clicking the “claim server” button doesn’t do anything, it simply times out.

After doing some research, I’ve already checked my HOST file and it is empty of entries.

Any help is appreciated!

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Shut down / disable any VPNs on the NAS when trying to claim the Plex server.

Make sure the NAS has a solid Internet connection. Part of the claiming process registers the Plex server with hosts at plex.tv. If your Plex server cannot reach those hosts, it will remain unclaimed.

Also, try using a private/incognito browser window. That will bypass any ad blockers / cookie cutters / etc that might get in the way. Point the browser at the IP address of the NAS, http://syno_ip_address:32400/web. Do not use QuickConnect, a FQDN, etc.

DSM 7 Only

  1. Uninstall Plex Media Server using the “keep” option.
  2. Reinstall the same version using the “claim token” option.
  3. Using a private/incognito window, point a browser at the IP address of the NAS: http://syno_ip_address:32400/web. You should be able to login and claim the Plex server.

DSM 6 or DSM 7
Use the Credential Reset Utility

If none of that helps:

  1. Stop PMS
  2. In Synology File Station, navigate to the Plex Data Folder
  3. Compress the Logs directory and attach the ZIP file to the thread.
1 Like
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Thank you so much for the detailed help! I’ve kind of figured this out by stumbling around.

There was no VPN on the NAS and private browser window still had the claim server process time out, so I spent some time figuring out Credential Reset Utility, but it would also time out when processing the token, so I figured it must be some kind of NAS internet connection issue.

I took a shot in the dark and changed the DNS setting in Synology to manual, with my router’s address as primary (default) but also Google’s DNS as secondary. The NAS never had any network complaints but this somehow allowed Credential Reset Utility to get the token and claim the server, yay!

So my guess is the NAS DNS, which worked fine for years, stopped working for unknown reasons, but by changing to manual and adding Google’s DNS as a secondary, it is ok again. I’m just going to slowly back away and not touch anything…

Thanks again for taking the time to help!

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