Help – My NAS tells me that my files are unavailable

[kd6hq_sonic_net]

I am very new to this and I’m not sure what information is needed to help.
So please be patient.

This all started when I tried to upgrade the DSM. I lost all contact with the NAS and several virtual drives that I had setup. I’m almost back to normal but not quite. I now have the virtual drives set back up and have access to the data / movies. Now when I access PLEX from the TV I ger a message that the “file is unavailable”. If I access it from my PC, it plays normally. I’m thinking that a link between the files and the NAS is somehow broken.

Any suggestions?

[ChuckPa]

Please back up just a little bit.

Please confirm which of the following steps you did (or didn’t) do.

1. Upgraded DSM from Version 6 → Version 7
2. When Package Center had you upgrade packages, you clicked ‘Repair’ for Plex ?
3. You downloaded Plex for your Synology from plex.tv/downloads.

[kd6hq_sonic_net]

1. • If I remember correctly - yes
2. Clicked Repair - yes
3. I don’t remember where this was downloaded from. It’s been running for over a year until this problem happened.

[ChuckPa]

Thanks.

That helps me a great deal.

1. You initially got PMS 1.21.0-3744 from package center.
   – This is the BETA DSM package.
   – As DSM went to final release, it started to become unstable for everyone.
   – I updated the PMS package at 1.24.2.4973 to correct everything.

2. If you have PMS 1.21.0-3744, I do recommend that, somewhere in this process, you upgrade your PMS.
   – The upgrade will take time because that upgrade will move your PMS metadata and upgrade your databse (we’re at PMS 1.29.1.6240 now). It will need about 2 minutes for each 1000 media files you have indexed by PMS.

3. When complete, you’ll have
   – A PlexMediaServer shared folder which contains your metadata and makes backups simple with HyperBackup (or a ZIP file)
   – PMS 1.29.1 gives you hardware tone mapping of HEVC HDR content if your Syno has an Intel J3355/J3455 CPU or higher. (some are J4xxx machines)

To address your issue, You probably, without knowing put media in one of the Synology-predefined shared folders.

We advise against that because, at random times, Synology will reset ALL the permissions in those shared folders.

This is most likely (without actually seeing your logs ZIP file) what the problem is.

Here is how you fix the permissions but if you’re in one of those predefined shared folder, you should consider moving it . I can help with that if you need it.

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

FAQ 29 - DSM 7 - Give PlexMediaServer access to your media When you migrate to DSM 7, or are installing a server for the first time, folks forget to read the popup at the end of every installation which tells them about how to set permissions. This FAQ shows in detail how to do what those instructions state. When might you need to perform these steps? When upgrading, changing permissions from Plex to PlexMediaServer is overlooked. Installing Plex for the first time, new installation…

Please don’t hesitate to ask if you have any questions.

[kd6hq_sonic_net]

I tried following the procedure in the Synology FAQ – made no difference.

If I completely reinstalled PLEX would I loose the media I now have on the NAS?

[kd6hq_sonic_net]

Thanks for the offer but by luck I finally my problem.

I went through every settings page I could and finally find one that listed both Media server and PLEX media server. Media server had read permission but PLEX media server did not. Realizing that I had upgraded to PLEX media server I enabled the read permission and that solved the