DS415Play - If I claim server: "No soup for you"

[djspringate]

Server Version#: 1.21.4.4054
Player Version#: 4.51.3 (Web)
Logs.zip (1.7 MB)

Firstly, I’ve read a number of threads on this forum and elsewhere and have tried the standard “shutdown the Plex service, sign out, remove server from account, rename preferences.xml, start Plex service” advice.

It seems whatever I do, when I attempt to claim the server with my Plex (Lifetime Pass) account I get the “No Soup” screen.

If I don’t claim, I can use the web client on my local network perfectly.

My IP addresses are in the form 192.168.1.X btw and I’m accessing the server from http://192.168.1.X:32400/web

Any advice or help would be greatly appreciated - it’s been like this for a few weeks now, I was convinced I’d be able to fix it myself but I’m out of ideas.

[ChuckPa]

Are you willing to do a little surgery?

1. Install the Synology Text Editor app (Package Center)
2. Stop PMS
3. Open File Station
4. Navigate Plex / Library / Application Support / Plex Media Server
5. Right click “Preferences.xml” → Open in Text Editor
6. Now, very carefully, remove:
   a. PlexOnlineUsername=“value” (the Preference name and the quoted value)
   b. PlexOnlineToken=“value”
   c. PlexOnlineEmail=“value”
   d. PlexOnlineHome=“Value” (if it exists)
   e. SAVE the edits.
7. In the upper right corner of Plex/Web, make certain you’re not signed in.
8. Start PMS
9. Now open http://ip.addr.of.Syno:32400/web
10. It will want you to sign in and claim again – this is ok.
11. As it goes through the first steps, do not create any new library sections. Everything still exists. Skip through until you are at the dashboard

[djspringate]

@ChuckPa Thanks for the reply, I’ve already tried this - no dice. As soon as I sign in again (step 10) - ‘No Soup for you.’

[ChuckPa]

Do you remember if you had PMS configured for ‘Secure Connections’ = required ?

[djspringate]

I believe it was set to allow insecure connections.

[ChuckPa]

If you open the Preferences.xml in the text editor, look for the secureConnections preference.

If there is one in there, remove it (PMS stopped)

[djspringate]

I don’t have an entry for ‘secureConnections’ - what does that mean it defaults to?

[djspringate]

Me again!
I still haven’t managed to resolve this and I’ve also tried upgrading to the latest server version just in case that fixed it…

[djspringate]

I’ve also tried using the ClaimIt tool running directly on my Synology box using SSH and it claims to have claimed it okay but when I connect via Plex Web… still no soup for me:

IP Address of PMS server: 127.0.0.1
Comparing entered passwords
Comparing entered passwords ok
Validating IP address
Getting PMS Server Identifier
Getting PMS Server Identifier ok
Getting User Token from plex.tv
Getting User Token from plex.tv ok
Getting PMS Claim Token
Getting PMS Claim Token ok
Claiming server
Claiming server ok 200

Please close your browser, reopen, and browse to http://127.0.0.1:32400/web

[djspringate]

Thanks @trumpy81 for your helpful reply!

My ISP requires my router to have an MTU of 1492.
I can confirm that jumbo frames aren’t enabled on the router.

On the Synology box, I do indeed use the manual DNS configuration option and use Google’s 8.8.8.8 server.

Set MTU value manually is disabled and the gateway is my local router.

I’m currently running Plex v.1.22.0.4163 and DSM 6.2.2-24922.
(I’ll upgrade that DSM now and see if that has any impact)
Update: Am now running DSM 6.2.3-25426 Update 3, no change.

I’ve uploaded new log files in the hope that we can get to the bottom of this!

I really appreciate your help.

Plex Media Server Logs_2021-03-21_10-52-23.zip (3.9 MB)

[djspringate]

Thanks @trumpy81. I have a Tomato firmware router and I adjusted some stuff based on your comment and what some other threads have said on the Plex forums.

However, I still can’t connect and I’m uploading some further logs - I have no idea what to look for and so really appreciate your help!

Plex Media Server Logs_2021-03-22_16-45-26.zip (1.7 MB)