I haven't been able to access my libraries for months

Plex Media Server
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1

Server Version#:1.43.1.10611-720010611
Player Version#:any/all

I have read so many posts/threads and tried everything that I could find. Logged out and back in, removed and re-added the libraries, uninstalled and reinstalled the server multiple times with and without trying to claim a token.

I cannot access my libraries from within my network or from outside my network. For a long time, the issue was limited to only my account, but several weeks ago, all those who have shared access to my libraries also stopped being able to see my content.

My server seems to be working normally. Permissions all look the same as when I set it up. I have checked the ports from outside my network, and all are still open.

I need some help.

2

NAS model?
DSM version? 6 or 7
Native install (via Package Center) or Docker?
ISP?

Describe your network - are you using the ISP router, your own router, mesh network, etc. Where is the NAS connected to the network? Any piHoles or similar ad blockers on the network?

First focus on local access, then work on remote access.

What happens when you try to stream locally? Do you see your libraries / media? If yes, what happens when you try to play something? Any error messages, etc.?

Some basics:

  1. Look in your list of Authorized Devices & sort for servers. Delete any old / incorrect entries. Do not delete your current server or you will have to reclaim it.

  2. Configure the NAS to use a public DNS server such as 1.1.1.1 (Cloudflare), 8.8.8.8 (Google), or 9.9.9.9 (Quad9).
    DSM 7: Synology Control Panel → Network → General

  3. Verify the IP address, network mask, and gateway address are correct.
    DSM 7: Synology Control Panel → Network → Network Interface

  4. If you changed anything in #2 or #3, reboot the NAS.
    If not, then stop Plex Media Server, wait 30 seconds for it to settle, start Plex Media Server, wait 3 minutes for it to start and log the startup sequence.

  5. Try to stream something locally - from a PC, mobile phone, etc. (recreate the problem).

  6. If it fails, then pull & post the server log files (settings → troubleshooting). Post the entire zip file.

3

Server certificate is looking valid.
NAS device is live and has been phoning home to plex.tv ~7hrs ago. So that indicates it is alive and well.

In addition to the above by @FordGuy61, verify that your web browser is allowed to access the local network while showing the “web sites” app.plex.tv and watch.plex.tv
See Important note about the Plex Web app - Local Network Access

4

It was Synology DMS 7.2.2. As of yesterday, it is now 7.3.2.

DMS was a native install/upgrade.

Plex Media Server software was downloaded directly from Plex and manually installed.

ISP is AT&T. I am using AT&T’s router, and have been for the last 8 years. The NAS is connected directly to the AT&T router.

When I am connected to the NAS through my quickdirect login, I can see all of the files in the directory. If I open them there, they will play on my desktop PC that is also connected directly to the AT&T router.

When I open plex from the Synology package center, it opens a new window on my PC through a port on my router. I can see libraries that others have shared with me, but I cannot see my libraries. It says, “Something went wrong. An unexpected error occurred.”

When I login on app.plex.tv, I can see other libraries, but I cannot see my own. On rare occasions, I will be able to see my libraries, but the movies/shows will not play. It just gives me a playback error. Usually, it gives me the same, “Something went wrong. An unexpected error occurred.” message.

When I login on my TV/phone (iOS & Android)/tablet, again, I can see other’s libraries, but mine says, “Uh, Oh… Something’s Not Right. Sorry that didn’t work. You may not have access to this media server.” But it is my server with my login credentials on all of the appropriate machines.

  1. I have previously removed and reclaimed the server. The issue persisted. I reset my NAS yesterday to reinstall the native DMS 7.3.2 and plex package. I deleted the old version just now, but I still have the same error.
  2. I’m having trouble with this. I will keep trying to set this up. However, the NAS was working for almost a year without DNS before it stopped.
  3. Verified. And I checked that this IP address was accessible from outside my network.
  5. Tried from phone and by opening from the NAS.

Thank you for the help!

5

@OttoKerner This is my first bit of progress in so many weeks! I was able to watch (just tested for a moment) a part of a movie and a show by opening a window directly from the NAS!

I still can’t access my libraries from my phone or TV, though. Are there more options/settings that I can fix there?

6

Thanks for the info & logs.

Apr 21, 2026 20:06:22.071 [140625107159696] DEBUG - * 3 eth0 (45.24.xxx.x) (90-09-D0-7B-D5-73) (loopback: 0)

Do not give the NAS a public IP address.

Plex is designed to work with private IP addresses. Also, exposing your server directly to the Internet is dangerous.

Give the NAS a private IP address (probably 192.168.1.x if you have the same ATT router as mine).

Are you on AT&T Fiber with a BGW320 router?

If so, see this post for how to set up port forwarding: Changed ISP - No Remote Access with AT&T BGW 320-500 - #3 by FordGuy61. Substitute your NAS for the WD NAS in the post.

As previously mentioned, configure the NAS to use a public DNS server. Cloudflare / Google / Quad9 servers are more reliable than AT&T’s.

Do not use QuickConnect to launch Plex Web. Use either app.plex.tv or the IP address of the NAS (ex: http://192.168.1.2:32400/web).

7

It will take me a couple of days work out some changes around the kid’s schedules. Thank you, again, for helping me to get this straightened out.

8

I’m beginning to think my problem is my AT&T Router. Mine is a BGW210-700.

I logged into the router, noted my IPv4 address and start address.

In my Synology NAS, I assigned a static IP just under the start address, updated the subnet mask, and set the default gateway to the same as my router IPv4 address. The DNS Server setup alludes me. I have Dynamic DNS, but my attempts to set it up have not gone well (the test connection fails). Synology’s knowledge page on “How to set up a DNS server on my Synology NAS” seem more complicated and for enterprise use. Is this a necessary step?

I logged into my NAS from outside my network. Connected just fine. This part seems to be working.

Moving on to the port forwarding. I added the custom service for Plex just fine (Step 1). When I try to assign the port forwarding rule, the static IP Address that I assigned to my NAS isn’t available in the “Needed by Device” list. Restarted all of the devices to see if a reboot would refresh the list. I think I’m pretty stuck here. Is my next step to replace my router with AT&T? Or have I done something else wrong?

9

Synology DNS Settings

Synology QuickConnect and DDNS help with accessing DSM remotely. They will not help with Plex remote access.

Also, you do not need to run a DNS server on the NAS.

You’re telling the NAS which DNS server to use for name resolution. For example, when Plex Media Server needs the IP address of v4.plex.tv.

Consider it recommended, but not required. Some ISP DNS servers have trouble resolving plex.tv addresses. The public servers such as Cloudflare and Google have more robust systems than most ISPs.

Synology Control Panel → Network → General

Here’s how my DS918+ is configured:

DS918+

syno dns
syno dns1238×650 62 KB


AT&T Router Configuration

If you configured passthrough to give a public IP address to the NAS, then you’ll need to undo that. Then restart the router. The restart may not be necessary, but it will not hurt (I’ve never configured IP passthrough, so unsure if a restart is needed).

Configuring a port forward can be is ugly, since you have to use the dropdown list instead of just typing in the IP address.

Look at Device → Status or Device → Device List. See if the IP address of the NAS is listed. The name listed next to the IP address should be available in the drop down list when configuring a port forward.

If the IP address is not listed:

  1. Go to Device → Device List and click on “Clear & Rescan for Devices.” This will take a couple of minutes. This picks up my NAS and other devices with static IPs on my network.

  2. Go to Diagnostics → Troubleshoot → Test Internet Access. Ping the IP address of the NAS (192.168…). Then go back to the Status or Device List page and see if the IP address is listed.

Once the port forward is configured you can try enabling Plex remote access.

In Plex Settings → Remote Access, make sure you check the Manually specify public port box (even if using 32400) and enter the correct port number.

After enabling remote access, give it a 2 - 3 minutes. Plex initially says “fully accessible” but is really still trying to enable things. If it stays green after 2 - 3 minutes, then it is working. If it changes to “not available…” in red, then it did not work.

You can also test the port forward via canyouseeme.org. Substitute your remote access port (32400, etc.) for 80 and click “check port.” It will report whether or not it can reach the server (Plex must be running when you test).

In Plex Settings → Network, you do not need to enter any custom certificate information or a custom server access URL. Those should all be blank.

10

Ah. Thank you for the DNS screenshot. I was on the External Access tab instead of the Network tab. I just wasn’t getting it.

I undid the public IP for passthrough and set it to my static 192.168.1.42 IP for the NAS.

I had to “Clear & Rescan for Devices” and restart the router. Then my NAS showed up on the list. I set up the NAT/Gaming port for the Plex.

Plex Settings > Remote Access > Checked Manually specify public port. I stuck with 32400. Plex says it is fully accessible. Still says fully accessible after about an hour (while I was getting the kids ready for bed).

canyouseeme.org successfully connected to my public IP with the Plex and NAS ports.

Plex Settings > Network: all of these fields are blank.

I can access my library on my TV now which is just the biggest WIN! THANK YOU!!!

I can access my library from outside of my network on my phone by going to app.plex.tv, but I cannot access my library from the Plex app on my phone. I signed out of my account (in the app), uninstalled the app from my phone, reinstalled the app, and logged back in. Still not working there. Any idea on that one?

11

I figured out the Plex App part. I had to delete and re-add the libraries.

All is right in my world again!

Thank you so much for walking me through this with baby steps.

12

Great to hear things are working.

Write back if any problems arise.

Cheers.