Server Version#:1.21.1.3876-3c3adfcb4
Player Version#: Not sure where to locate
I received an email notification that someone in Russia signed into my plex account. It was a few hours before I could sit down and change my password and enable 2 factor authentication and force log out anyone signed in. I was then unable to access any of my directories via my plex server. I get the error message “No soup for you! You do not have access to this server” for all of my directories. Can this be fixed or do I need to delete this server and start over?
If the server is listed at https://app.plex.tv/desktop#!/settings/devices/pms then remove it and you might have to do this https://support.plex.tv/articles/204281528-why-am-i-locked-out-of-server-settings-and-how-do-i-get-in/
then restart server and reclaim it. you will need to access from serverIP:32400/web
Thanks for the quick reply, I see my server listed there but it shows unreachable. I will wait until i’m home and on the same network to go through your other steps. The “Why am I locked out…” link specifies Linux/MacOS and Windows but is that the same for a NAS installation? I am on a QNAP NAS and haven’t tried to dive into those directory files and am a bit unfamiliar on where they are located. I will poke around when I get home and hope it’s more straight forward.
Thanks!
like linux it will be a preferences.xml
file. that will be in the PMS data folder https://support.plex.tv/articles/202915258-where-is-the-plex-media-server-data-directory-located/#toc-2
I was able to access the preferences.xml file and remove the 4 entries it listed and restarted my server but was not getting any prompt to reclaim it. Is it possible I need to remove more information or is the issue maybe a little bit deeper?
I followed the steps below and emptied the below fields from the preferences.xml file.
In your text editor, remove the following attribute/key pairs from the Preferences.xml
file:
PlexOnlineHome="1"
PlexOnlineMail="jane@example.com"
PlexOnlineToken="RanDoMHexIDecIALtoKeNheRE"
PlexOnlineUsername="ExampleUser"
Try explicitly signing out of web app. it might be caching an old token maybe.
are you using the local URL to access it? like http//192.168.x.x:32400/web
(and is it a standard RFC-1918 compliant address?)
I’m signing in via the local IP on the same subnet, my NAS is a .10 and the PC i’m doing my editing on and accessing the Web app on is on the same subnet and ends with .4. I access it exactly as your example. What exactly do you mean by explicitly signing out of the web app? I have signed out entirely but wonder if I need to clear cache/history from my browser to clear anything that may be pulling old data? Also I wanted to just confirm when it asks to delete the entries from the preferences.xml file, is it asking to remove the entire entry “PlexOnlineHome=1” or just the attribute after the = ? I have tried both and in my case PlexOnlineToken attribute is empty already, i’m not sure what that means?
I just mean actually clicking sign out rather than just closing the browser.
Which browser are you using? I have heard of issues like that with Firefox. Clearing cache/site data for that IP is a good idea
by RFC-1918 I mean did you manually change the address schema. some folks so things like change the 8 to a 9 like 192.169.x.x for example which is not a standard local address and things will mess up.
I can’t believe it was as simple as just clearing browser cached data. I now understand how the token is stored, I thought it was explicitly in the server data and just re-creates what it needs when you log in. I was able to clear everything from my browser and upon bringing up the plex login page it told me I had a server update available, so I had a feeling it would work and voila it prompted me to claim the server! Thank you TONS, you really helped me incredibly and so much weight has been lifted off my shoulders. I was incredibly stressed after I got the notification that someone in Russia signed into my account just to find out my server was unreachable. Have a great day and thank you again!
I’ve got one last question/issue now that everything is mostly setup the way I had it from a preference and layout standpoint. I am unable to access Plex from the local IP and favorite I had (http://192.168.1.10:32400/web) and even selecting open from my NAS won’t resolve the site. The only way it’s coming up is via the plex.tv method and clicking on launch. The server is running and i’m able to access the movies and what not via my mobile device on the wifi and the external IP manually works but not the local IP. What would cause that?
what error specifically is coming up? if you have secure connections set to required then you might have to use httpS even locally. on chrome this will come up with an error that says it is not secure but just click the button that says advanced and “proceed anyway”
It just simply can’t find it and actually that’s how my shortcut was setup to the site and I regularly change from secure to non secure each time it doesn’t come up to just cover all the bases. It’s very strange, it appears to be running from the NAS because my phone can connect to the files and play movies etc but the local address won’t resolve to the UI and the plex.tv route will show me my UI but with the server showing unavailable again. It’s like it happened again what brought me here in the first place.
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