Can't claim plex server

[Sn00p83]

Server Version#: 1.41.5.9522
Player Version#:
<If providing server logs please do NOT turn on verbose logging, only debug logging should be enabled>

Up front - I know there are a lot of similar entries and solutions out there - but none of them have worked for me. I just can’t get Plex to claim my server.

Plex runs on my Synology nas and worked fine until the other day. i’ve already changed the dns settings (on both the router and my nas) to 8.8.8.8 and 8.8.4.4, checked the time settings on my nas, checked that i’m not connected to a vpn, tried manually entering the claim token in the preferences.xml file, reinstalled plex completely - nothing worked. I’m running out of ideas. Hopefully someone can help me out or at least have a new idea. I’m at the point where I wouldn’t mind rebuilding plex from scratch.

[FordGuy61]

DSM 7.x?

If so, remove claim token from preferences.xml.

Then follow FAQ 31:

Synology FAQ - Questions, Answers, and How-To's

FAQ 31: Reset / Reclaim PMS on DSM 7 (Not Authorized - Locked Out) Uninstall the app - Use the first radio button (KEEP) option. [Screenshot from 2022-09-27 16-04-18] Reinstall the same, or newer, SPK (package) version. Select the “Install using Plex Claim Token” button Click the ‘Get Plex Claim Token’ blue hyperlink In the tab which opens, COPY the token it gives you [Screenshot from 2022-09-27 16-07-35] Return to the installation page. You only have 5 minutes. B…

[Sn00p83]

Thank you. I followed your instruction. I deleted the claim token from preferences.xml and tried to reinstall. Unfortunately the installation process to very long and didn’t seem to work. I just received this error message:

[FordGuy61]

The server must communicate with plex.tv systems for claiming to be successful.

That message indicates it cannot do so (i.e. a network problem).

If enabled, temporarily disable the Synology firewall (Control Panel → Security → Firewall)

Reboot your router, then, after the router is back online, reboot the NAS.

Then repeat FAQ 31 to claim the NAS.

[Sn00p83]

Unfortunately still no sucess. I also feel like the preference.xml isn’t correct.

It only contains:

Feels like it’s missing something?!

[FordGuy61]

Try this:

1. Stop Plex Media Server.
2. Rename preferences.xml to preferences.old
3. Start Plex Media Server.

That will create a new preferences.xml file.

Then try to claim the server.

Do not use the Open button in Package Center, a domain name, Synology Quick Connect, etc.

Point a private/incognito browser window at the IP address of the NAS. For example, if the IP address is 10.1.2.3, use http://10.1.2.3:32400/web.

Then see if you can login and claim the NAS. If successful, you will need to re-do some PMS settings such as enabling hardware accelerated transcoding, etc.

You may see a “not hosted at Plex” message. That is OK. It just means your accessing Plex directly.

If prompted to set up libraries, like initial setup, skip ahead.

If that does not work:

1. Stop Plex Media Server.
2. Using File Station, navigate to the Plex Data Folder.
3. Right click on the Logs directory and choose “compress to logs.zip”
4. Download the zip file and post to the thread.

[Sn00p83]

No success. Please find attach the log files. Already thank you for your efforts.

Logs.zip (1.5 MB)

[FordGuy61]

Thanks for the log files.

Plex Media Server cannot communicate with plex.tv. That is why you cannot claim your server.

The log files show timeouts when PMS is trying to obtain a public IP address (part of claiming) and download codecs from plex.tv.

• Any VPNs running on the NAS or on your router? If so, disable them.

• Verify that the NAS gateway is set correctly (Control Panel → Network, then edit the network interface). It usually the IP address of your Internet router.

• Also verify the IP subnet mask is set correctly (usually 255.255.255.0) and matches other devices on the network.

• From a PC/Mac/etc. on the same network as the NAS, verify you can lookup v4.plex.tv (if you’re familiar with SSH, login to the NAS and issue the nslookup from the NAS itself).

Example (my PC):

c:\>nslookup v4.plex.tv
Server:  one.one.one.one
Address:  1.1.1.1

Non-authoritative answer:
Name:    adb10bc8a64ed4c6387832bf64b05780-9402806.eu-west-1.elb.amazonaws.com
Addresses:  52.17.57.0
          52.209.173.95
Aliases:  v4.plex.tv

My DS918+:

$ nslookup v4.plex.tv
Server:         1.1.1.1
Address:        1.1.1.1#53

Non-authoritative answer:
v4.plex.tv      canonical name = adb10bc8a64ed4c6387832bf64b05780-9402806.eu-west-1.elb.amazonaws.com.
Name:   adb10bc8a64ed4c6387832bf64b05780-9402806.eu-west-1.elb.amazonaws.com
Address: 52.209.173.95
Name:   adb10bc8a64ed4c6387832bf64b05780-9402806.eu-west-1.elb.amazonaws.com
Address: 52.17.57.0

$

Not sure what else to check. Everything points to a network problem, but everything seems correctly configured.

Plex claiming is working. I unclaimed/re-claimed PMS on my DS918+ using the FAQ31 process.

[Sn00p83]

I don’t get it. I disable all VPN on my router - i actually even deleted it. I verified the gateway, the IP subnet and also verify lookup v4.plex.tv.

My Mac:

From my 1019+

Still the same error message, when trying to follow FAQ31.

Also it worked since 2019 non-stop. Don’t what caused the problem…

[dbirch]

Can you access your Syno’s terminal/command line?

[Sn00p83]

Hi. I use Terminal to ssh to my nas. Is that what you mean?

[dbirch]

Yes, can you SSH into the syno and run those same nslookup’s?

[FordGuy61]

One more thing to try.

SSH into the NAS and issue curl http://v4.plex.tv/ip.

You should see:

$ curl http://v4.plex.tv/ip
<html>
<head><title>308 Permanent Redirect</title></head>
<body>
<center><h1>308 Permanent Redirect</h1></center>
<hr><center>nginx</center>
</body>
</html>
$

[Sn00p83]

@FordGuy61

curl http://v4.plex.tv/ip.

Thank you.
I tried that. It worked on my mac, but I don’t get any response on my NAS. Literally no response/feedback at all…

[ChuckPa]

Go into the NAS network configuration.

Confirm the correct adapter is the right Default Gateway

If using Manual IP assigning:

1. Confirm that adapter is pointing to the IP address of your modem/router
2. Confirm that adapter is using the correct DNS IP address (usually the modem/router)

You should be able to confirm the Syno is communicating ok with the internet by looking for apps to install from Synology’s library of apps.

[Sn00p83]

Thanks again. The network was correctly set up. But I finally found the reason inside my router. It was some firewall setting. I temporarily paused it and was finally able to claim my server again. Once again, thank you all very much for your efforts.