I have been trying to restore my system ever since the password reset and nothing works. I’ve tried all of the troubleshooting steps and I’m not asking for help. I’m to the point where restoring from backup didn’t work and I will have to rebuild this VM so I just wanted to express my frustration to this company by how awful your password reset process is, the hours of my personal time lost troubleshooting your broken process, and all of the customization I have now lost. Why does a password reset have to be so problematic?
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I am also unable to get into my account since the password reset. I am also frustrated that I have made such a substantial commitment to setting up plex, and just don’t have the energy to mess around with how complicated plex is to use as a music player. Who can I speak to about cancelling my subscription?
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I’m also no longer able to access anything on plex since the password reset. What an awful software. they cant even fault an AI or vibe coding because this crap was coded before ai
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I’m in the same boat, just tried to reset my password yesterday and really regret doing so. All my home videos, photos and music reside on my WD PR2100 NAS and now I cannot access it. The PMS doesn’t show up anywhere so I can’t reclaim it. I see a lot of other guys had the same problem so hopefully Plex wakes up with a better password reset process. I’m sure I’ll find a way to get PMS back, but sure spent a lot of time on what should be a very simple admin thing to do.
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There have been reports of Plex not auto-starting after NAS reboots or Plex updates. Login to the NAS and make sure Plex Media Server is still running.
Is the NAS running OS5? If so, you can use the User Credential Reset utility to re-claim your NAS. Additional details, with examples, on this thread: No PR2100 Server Since Password Change.
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Thank you for your reply and advice. I did try the “User Credential Reset” but much of the terminal commands are a bit dated. Apple has increased its security with Sequoia so I cannot execute some key commands which require root level scripts (do not have permission to move files to root level). Perhaps there is a work around, but I’m not aware of it. I had high hope that the User Credential Reset would do the trick too.
I also looked over the post on “No PR2100 Server Since Password Change” It’s basically my same problem but the OP did not find a solution to it either.
Since Plex can recognize all my osMac devices/servers, I can conclude that my issues is limited to the WD PR2100 which Plex can no longer recognize. Do you think a device reset of my NAS would solve this?
I have now backed up my NAS and considering to give it a reset. The WD PR2100 offers 3 levels of reset options; System Only, Quick Restore and Full Restore.
System Only restore resets device settings to default without touching user data. It resets the device’s operating system settings, network configurations, and user accounts to their factory defaults. This process is not data destructive; user files, shares, and existing data on the hard drives remain intact. The only thing that is deleted is the thumbnail index, which will be rebuilt when you enable Cloud Access.
Quick Restore formats user data by marking it as rewritable and Full Restore completely overwrites the drive. Both Quick Restore and Full Restore will delete user data but in Quick Restore it is retrievable. Normally Quick Restore is used when trying to start fresh by the same user whereas Full Restore is done when transferring it to a new user.
I am considering the System Restore option. What are your thoughts about it chances to work? Or is there a better way? I surely don’t want to wipe out all my data. Even though I now have it backed up, 16 TB will take me a week to set up again.
Thanks
Is Plex Media Server running on the WD NAS or on your Mac?
My reply was based on PMS running on the NAS. Apologies if I misunderstood.
If PMS is running on the WD NAS, then the User Credential Reset utility does work (see this post in the thread). The script runs on the NAS, not on the Mac. It does not require anything but a terminal session on the Mac.
If PMS is running on a Mac (or other system) and cannot access media on the NAS then that is a SMB/NFS file sharing issue between the NAS and the Mac. Your Plex account password is not involved.
If you need to re-claim a Plex server running on a Mac, see Why am I locked out of Server Settings and how do I get in?. After issuing the terminal commands, reboot the Mac, start Plex Media Server, and see if you can login and claim the server.
I do not have a WD NAS (I’ve a Synology). That written, I’d hold off on using the nuclear option as long as possible. As you mention, it will take a week to get back up and running.
I reset my password when I got the email but was away for 2 months. Today I managed to link my tv but browsers and android devices aren’t able to find the server. Attempts to type in the ip address of my Linux pms do not bring up the server as was the case pre incident.
What is the solution?
PMS is running on the WD PR2100 NAS and two osMac devices. Plex does not recognize the PR100 (seems I’m locked out) but is recognizing my osMac devices.
I’ve tried to run the scripts in the troubleshooting links you mentioned several times and get a fatal error message. For one script its error 410 meaning I’m locked out and the other requires the script to be run from my root directory which is not possible in osMac Sequoia.
I fully understand that the script runs on the NAS/Linux and not the Mac but to get to the NAS I need an interface and for me is a Mac which does not want to run the scripts. I do have a Windows 11 laptop too and can try that if needed.
I will try a system reset this afternoon and seeif that does it. I’ll let you know the outcome.
I tried the system reset on my WD PR2100 and it didn’t work either. Plex does not recognize the My Cloud PR2100. When signing in I get an error window saying invalid credentials. So back to square one.
I’ll try to run the scripts again to see if I can either unlock or validate my NAS. In the process, I’ll make more detailed notes so I can let you know better why it doesn’t work (or maybe that it does).
Yes, the PR2100 is running OS5 and the Plex Media Server app is loaded on it. I have even updated it to the latest firmware; v1.42.2.10122.
I’ll try the “UserCredentialReset” again and take more details notes and let you know the outcome. Perhaps I am doing something wrong invoking the reset.
Tried to run the UserCredentialReset script again and made some progress; I was able to enter the root directory of my PR2100 finally. Now I need your guidance before I go any further. Here’s what I did and what happened:
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Stopped the PMS on the PR2100.
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Downloaded directly UserCredentialReset.sh v1.11.0 from GitHub.
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Modified the PR2100 to allow SSH commands. Gave it a password.
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Opened the Mac Terminal window and attempted to connect to PR2100 (Public folder) via SSH.
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Entered command ssh username (sshd)@IP_addressIP_address(192.168.1.18) in Terminal or the command “ssh sshd@192.168.1.18”.
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Entered the password I created in 3 above.
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Terminal returned:
BusyBox v1.30.1 (2023-01-16 13:49:52 UTC) built-in shell (ash)
Enter ‘help’ for a list of built-in commands.
root@MyCloudPR2100 ~ #
Frankly, I don’t have very much experience using Terminal and zero experience with SSH. However, I am willing to give it a go in order to get the PMS to run on my PR2100 again. I would appreciate your assistance with my next steps now that I have found access to the NAS root directory. What do I do next? I am reluctant to go further without some expert assistance. Thank you.
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I couldn’t agree more. this is a massive own goal. I run my own Plex Media server on a raspberry Pi, and three Plexamps on Pis. It has all worked very well for over a year. Changing the password cost me 3 hours in reclaiming the media server, but I can’t get the Plexamps working at all after spending most of today wrestling with them. They either show “couldn’t start playback” when I try to play a track, or else just the spinner forever (depends on whether I use Chrome or Edge mainly). I’ve searched for guidance for hours and found nothing that helps. I’ve tried re-installing everything without success. My blood pressure is through the roof. For the sake of my sanity I think I have to throw the whole set-up out the window and buy Sonos. “Abundance of Caution”? - good grief, Plex - you’ve ****ed many loyal customers through a lack of caution, testing, and provision of the necessary advice to successfully accomplish what should be a trivial task: changing a password. Shame on you.
You’re logged into the NAS as root. That’s good.
Some SSH FYIs:
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Paste (for entering claim code): To paste text into a SSH session, use a right mouse click, not CTRL-V (Windows) or CMD-V (Mac, IIRC).
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CTRL-C: Is “cancel” in a SSH session. If you’re typing a line of text, ctrl-c will cancel it. If you’re running something like the User Credential Reset script, ctrl-c will stop it.
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File Listing: On the NAS, if
dirdoes not work, tryls -l(the Unix equivalent). -
You can copy/paste the commands below into the SSH session. Mouse over the top right corner of the text box and you can copy the text to the clipboard. Use the aforementioned right mouse click to paste into the SSH window.
Change to the public directory if possible
cd /mnt/HD/HD_a2/Public
Download the current version of User Credential Reset utility to the NAS:
A quick Google search says the wget command is supported on WD NAS. If it is not, write back and we’ll download a different way.
wget -O UserCredentialReset.sh https://github.com/ChuckPa/UserCredentialReset/releases/latest/download/UserCredentialReset.sh
Make it executable, so you can run it:
chmod a+x UserCredentialReset.sh
Run it, adding the claim code from https://plex.tv/claim.
./UserCredentialReset.sh claim-xxxxx
If it runs correctly, you will see Claim completed without errors.
This is how it looks on a Synology NAS. It should look very much the same on a WD NAS.
User Credential Reset Example
# ./UserCredentialReset.sh claim-FhfS1X33FsxeK9FzJxxx
User credential reset & reclaim tool for Plex Media Server (Linux) (Synology (DSM 7))
(Version: v1.11.0)
This utility will reset the server's credentials.
It will next reclaim the server for you using a Plex Claim token you provide from https://plex.tv/claim
Using given claim token: 'claim-FhfS1X33FsxeK9FzJxxx'
Stopping PMS
Clearing Preferences.xml
Getting new credentials from Plex.tv
Claim completed without errors.
Username: FordGuy61
Email: <redacted>
Starting PMS
Complete.
#
What an atrocious user experience after being required to reset the plex password after they got hacked. I cant see my server, cant see my media, but, great I have a new password… Can the Plex team please provide clear instructions on how to resolve the issue. The script they are recommending to be run the reset a claim (???) doesnt work for me… Error: 21: Syntax error: “(” unexpected. Now what does that mean…
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Is Plex Media Server running and is it claimed?
Point a browser at the Plex server: http://<ip address>:32400/identity. You should see a line of XML containing claimed="0" (unclaimed) or claimed="1" (claimed).
Example: <MediaContainer size="0" apiVersion="1.1.1" claimed="1" machineIdentifier="deleted" version="1.42.2.10122-3749b980e" data-google-analytics-opt-out=""> </MediaContainer>
If unclaimed, you need to claim it: http://<ip address>:32400/web (try http first, not https, don’t forget /web).
If working, you’ll get a Plex login screen. Login, click the wrench icon (settings) in upper right, and see if you can reach the server settings (on the left, below Plex Web section). If you can , go to the General section and claim the server.
If you cannot claim the server via Plex Web, then use the User Credential Reset utility. See my post just above (link). Use the same wget, etc. to download and run it. It does not have to be in a specific directory, it can be located anywhere. You must run it as root.
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A post was split to a new topic: Trouble Claiming Plex Media Server
