Issue with Plex app (desktop) not showing my Media - not showing server settings

Plex Media Server Desktops & Laptops
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Server Version#: Win 10 / most recent version
Player Version#: Desktop (https://app.plex.tv/desktop#)

I have been using Plex for quite a while; Plex Pass member. Server is on a Win 10 desktop. Just recently, when accessing the desktop app (https://app.plex.tv/desktop), when I sign in, I do not see my media. Also, the page provides an option to “Go Premium” (when signed in), even though I have been a Premium member for a long time.
If I go to settings, and Authorized Devices, it shows Chrome, and my Roku player, but my server is not listed. There is no option to view server settings.
Nothing significant has recently changed, same desktop, only one Plex account (same as always).
it does appear the server is functioning – when I access Plex via Roku on my TV, I can access & play my media files. I can also access/view my Media libraries from my Ipad.
I’ve tried logging out of the app, & rebooting multiple times; nothing seems to work.

Any help would be greatly appreciated.
Thank you!

1 Like
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I was having the same issue after the last update but restarting the computer seems to have cleared up the issue.

4

Based on the forum the account you’re using to post here at least appears not to have an active Plex Pass.
That being said… can you access your server locally using http://127.0.0.1:32400/web (if you’re on the same computer) or http://[PMS IP address]:32400/web (if the server is on a different computer in your home network)?

Have you been using different Plex Accounts?!
If so… make sure to use the one that has the Plex Pass. If that still doesn’t see your server you might want to follow the procedure described in this support article:

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tom80H - thank you for the reply. Navigating to http://127.0.0.1:32400/web displays exactly the same as https://app.plex.tv/desktop.

I have only a single Plex account, have had it for years. I looked at that support article previously, however, I am not getting either of these messages: “ You do not have permission to access this server ” or sometimes a “ No soup for you ” message when viewing in the Plex Web App.

There is simply no server settings available at all. When I click on settings, all I see is: Account, Online Media Sources, Authorized Devices, Webhooks, and Users & Sharing. Then under “Plex Web”, is: General, Debug, and Player.

There are no server settings visible, and no error messages. It shows that I am logged in (with the email/pwd I have always used), however, I cannot see any of my Media (just Live TV, Web Shows, News, Podcasts, etc.).

If I click on “Your Media”, it brings me to a page that says “Get Plex Media Server” (which I already have installed.

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In that case give the “Why am I locked out” procedure a try:

  1. Stop your PMS
  2. Delete the entries listed in the support article from your registry
  3. Restart the PMS
  4. Re-Claim the server (signing it in with your account).
7

Thank you again. Just to confirm, these are the steps I followed:

Signed out of Plex web app
Closed Plex Media Server
Via regedit, navigated as instructed, and deleted:

  • PlexOnlineMail
  • PlexOnlineToken
  • PlexOnlineUsername

Note: * PlexOnlineHome was not listed.

Restarted Plex Media Server.
Navigated to: http://127.0.0.1:32400/web and signed in with my User name/pwd

Screen is exactly the same. I am signed in, but no server settings are visible, my media is not visible, and the “Go Premium” prompt is listed at the top right of the page. :frowning:

8

Did you run this PMS as a different Windows user?

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Sorry, no. I have been the same Windows User all along - has never changed since I’ve had this desktop (probably 5-6 years). Also have never had a different Plex User name/login.

10

Did you at some point move the Plex Server’s data directory?
Can you check your Registry if there’s an LocalAppDataPath entry in your registry under HKEY_CURRENT_USER\Software\Plex, Inc.\Plex Media Server?!

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Not that I am aware of. I checked the registry, and this: LocalAppDataPath - is not listed in that section of the registry.

I do appreciate your time & help.

12

so let’s recap…

  • you do have the PMS setup and running on the same machine you’re working on
  • you can access it locally using http://127.0.0.1:32400/web
  • still… even after clearing the ownership of the server, you still cannot see the server settings nor its content
13

Sorry for the late reply. At some point last night, I accessed my content via my Ipad, and received a message re: “server unclaimed”. Followed the steps to reclaim it, and after a couple re-boots on my pc, I can now view all of my media.
Phew! & thank you very much for all of you help.

The only snag now, is apparently my account is still not recognized as a Plex Pass account. I still have the prompt to “Go Premium”, and my account shows “no record” of payments, although I have a montly subscription, auto-billed to my credit card.

In any case - I am mostly glad that I am able to view my media. I’ll spend some time trying to figure out the Premium membership issue. Thank you kindly for your time and help. I appreciate it.

14

best contact https://www.plex.tv/contact/?option=plex-pass-billing – maybe they can help to identify what’s causing this “disconnect” of your Plex Pass membership and the Plex account.

15

The Plex account you are using now was created in November 2020. At some point you must have changed email adresses or plex accounts.

1 Like
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Tom80H - thank you, I will contact them.

OttoKerner - the Plex account I am using now has been the same one for several years? Same email / pwd. Nothing changed in Nov 2020 to my knowledge.

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You should take a look into your email inbox. The spam folder as well. If you find a warning email that the email address of your plex account has been changed, you should contact https://www.plex.tv/contact/?option=plex-pass-billing immediately.

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