Can't Click Upgrade Libraries Button on Server Login

[jcderose]

Server Version#: 1.28.26106-7000
Player Version#: 1.43.4.2971-aa2133cc

I recently upgraded my Plex server on my Synology DMS (running DSM 7.1-42661 Update 4). When I login to the Plex server control panel (e.g. localhost:32400) I immediately receive a pop-up with a sync icon, and then before I can read it, it’s covered by a pop-up asking if I want to upgrade my libraries to the new metadata:

However, none of the buttons are clickable so I can’t get past this screen in any way (either by clicking “Upgrade Libraries”, “Not Now”, or the “X” button).

I’m able to access and play media from this server on my player devices but I can’t get into the control panel.

I looked through all of Plex’s Support Docs and couldn’t find anything on this.

[FordGuy61]

@jcderose

Plex server control panel (e.g. localhost:32400) I

You are not using localhost. You are using Synology QuickConnect.

There have also been occasional issues using Safari with Plex.

1. Try an incognito window in Chrome (incognito bypasses any browser plugins)

2. Go direct to the NAS: http://syno_ip_address:32400/web.
   For example, if the NAS’ IP address is 10.9.8.7, use http://10.9.8.7:32400/web.

[heys72]

We are having exactly the same issue, I cant get into the server to view my libraries after I pass login in, not able to select any of the buttons on the pop up screen. I have tried different browsers, Chrome and Firefox. Plex need to fix this issue.

[jcderose]

I can confirm the issue happens in Chrome Incognito, and when navigating directly to the NAS’ IP address (in the latest versions of Safari and Chrome).

[FordGuy61]

Update: Plex is aware and investigating. I’ll update the thread if/when I hear anything. You might monitor the thread mentioned below as well. Scroll to the bottom, change Normal to Watching. You’ll be notified of any new posts.

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@jcderose Thanks for the update.

@heys72
PMS version? 1.28.2?
Platform - Synology/Windows/etc?

There’s another report of this happening on Synology.

Wondering how widespread the issue.

[ChuckPa]

Is there anyone still getting stuck on the page to upgrade libraries?

If so, May I ask you to

1. Restart Plex
2. Get stuck on that page
3. Stop Plex
4. manually grab the log files (via FileStation)
5. Attach the ZIP file here.

Also please get the Plex/web logs

[jcderose]

Okay, I’ve got logs from both the server and the desktop app (see attached).

Interesting update: I think the “do you want to sync your place?” pop-up showing up at the same time as the “upgrade your libraries” pop-up was the culprit of this issue.

Here’s why I think that:

I collected the logs from the server first, per your instructions. When I opened the desktop app, it said I had to restart Plex (since I had stopped it to collect logs). When I started Plex, the desktop app prompted me with the “do you want to sync your place?” pop-up that had kept showing up behind the “upgrade your libraries” pop-up in the original issue. I clicked “Yes” and that pop-up went away.

When I went back into the server to recreate the issue (while the desktop app was in debug mode), I received the “upgrade your libraries” pop-up but was able to click on the buttons this time. I clicked the “Upgrade Libraries” button and the pop-up went away and started upgrading my libraries.

Like I mentioned, I still collected logs from the server and the desktop app per your request but I think the issue has resolved itself for me.

Quick update: I can’t upload the server logs because the ZIP file is too big (48.5 MB). If there are specific subsets of the logs I should add, I’m happy to attach those. I’m still including the desktop app logs.

PlexDesktopAppLogs.rtfd.zip (5.1 KB)

[heys72]

For crying out load Plex, will you fix this crazy issue, still cant get into my library no matter what I do.

[heys72]

Yes we are still stuck on the upgrade libraries. Its been 3 weeks now and cant get into my library no matter what I do because of this pop up screen.

[ChuckPa]

@jcderose

Can you upload the logs ZIP file somewhere and provide a download link?
We can do this in PM if you need to.

[ChuckPa]

@heys.

Can you recreate it then stop PMS and manually grab the log files using FileStation ?
(Make a ZIP of the Logs folder)

[jcderose]

@ChuckPa I believe I’ve sent the logs to you via PM here. Let me know if you’re unable to access them.

[ChuckPa]

TO ALL WITH THIS ISSUE.

The problem here is that a modal (viewstate sync) is hidden beneath the
turbocharge modal. Viewstate Sync needs to be answered first.

Here’s a workaround while they UN**** the problem.

1. If you can’t get the “Turbocharge” modal to go away by clicking elsewhere in the Plex/web tab

2. Hit ESCape to make the hidden ViewState sync close

3. Now try to interact with the Turbocharge modal.

Repeat steps 2 & 3 except hit ESCape a couple times.

They’ve figured out the root cause.

they can fix it quickly