Lost access to plex, can't reclaim server

[pfarrey]

Server Version#:
Player Version#:
<If providing server logs please do NOT turn on verbose logging, only debug logging should be enabled>

I have Plex Media Server installed on a Synology DS918+. I changed router recently and lost access to Plex as the NAS was configured to a static IP. I connected the NAS to my PC and changed it to DHCP, the NAS was detected by Synology Assistant on my PC. Logged into Plex Media Server via Synology Assistant, received an error stating I wasn’t authorised to view my media (I can’t remember the exist message), a quick Google suggested I needed to edit windows registry but also brought up a post on Plex support;

You need to reclaim your server, but don't dare to touch the Windows Registry

Warning: During these steps your Windows Plex server will be removed from any plex.tv account it has been connected to. The result will be that you won’t be able to acess it normally, unless you re-claim it. So you have been told to perform this procedure https://support.plex.tv/articles/204281528-why-am-i-locked-out-of-server-settings-and-how-do-i-get-in/ in order to solve a problem accessing your server – but doing so requires you to edit the Windows Registry. I can understand that this c…

I followed these instructions but now realise this was for Windows servers not Synology. I’ve since logged into Plex via Synology and upon selecting add own media it sends me to the plex media server download page.

More Google searches brings me to another Plex support page, this it suggest delete and reinstall using a token. I try this but I get error,

"Failed to install the package.

Error: Could not complete dialog with Plex.tv. Unable to claim.

Either installation time was too long or difficulties communicating with Plex.tv exist.

Please try again or seek assistance in our Support Forum."

Which leads me here. Any help appreciated.

EDIT:

After a bit more messing around, I reinstalled PMS onto the Synology NAS the standard way. It finds my server but says it’s unclaimed and insecure. I click to reclaim server. It directs me to log in which I’ve done, I get sent back to the claim server section but get the following error:

I’ve tried on two different web pages (logging in direct rather than via Synology assistant) and on private pages, same issue.
Plex Media Server Logs_2025-05-28_21-54-06.zip (2.1 MB)

[trumpy81]

Please make sure you have verbose logging turned OFF in Plex Settings > Server > General > Show Advanced and then provide your Plex server logs after restarting the Plex server on your NAS.

Go to Plex Settings > Server > Troubleshooting > Download Logs.

If for any reason, you are unable to download the logs that way, then open File Station on the NAS and navigate to /PlexMediaServer/AppData/Plex Media Server right click on the Logs folder and select Compress to Logs.zip.

Attach the Logs.zip file to your post, thanks.

[pfarrey]

Thank you for your help. I’ve uploaded the logs.

[trumpy81]

From your logs:

May 28, 2025 16:47:07.246 [139872245373752] ERROR - PublicAddressManager: Unable to get public IP adddress from myPlex (httpCode=-6): 
May 28, 2025 16:47:07.251 [139872242359096] WARN - [HttpClient/HCl#5] HTTP error requesting GET https://plex.tv/api/v2/release_channels?X-Plex-Token=xxxxxxxxxxxxxxxxxxxxe host name) (Could not resolve host: plex.tv)
May 28, 2025 16:47:07.252 [139872242359096] WARN - [HttpClient/HCl#7] HTTP error requesting GET https://plex.tv/api/v2/features?X-Plex-Token=xxxxxxxxxxxxxxxxxxxxe host name) (Could not resolve host: plex.tv)
May 28, 2025 16:47:07.252 [139872242359096] WARN - [HttpClient/HCl#6] HTTP error requesting GET https://plex.tv/api/v2/user/privacy?X-Plex-Token=xxxxxxxxxxxxxxxxxxxxe host name) (Could not resolve host: plex.tv)
May 28, 2025 21:53:05.493 [139872242359096] WARN - [HttpClient/HCl#c3] HTTP error requesting GET https://plex.tv/users/9713706601cb068e/avatar?c=1748465353&size=120 (6, Couldn't resolve host name) (Could not resolve host: plex.tv)

Could not resolve host: plex.tv is often caused by a corrupt DNS cache.

Try rebooting your modem/router and everything connected to it, including any wireless devices.

If that does not solve your issue, then double check your network settings etc.

[TheLivingBubba]

Like @trumpy81 said, it’s a DNS issue, if rebooting your router doesn’t solve it, manually set your dns server to a public server like 1.1.1.1 (cloudfare) and try to connect. I saw a thread recently where an isp provided dns was blocking access to plex.tv.

[pfarrey]

Thanks for your quick reply. I am now up and running!

For those that might find this page in the future. Resetting my router didn’t work. I have SKY broadband with their own supplied router, there isn’t the ability to change DNS within the settings, however you can get around this by opening control panel / Network & Internet / Network & Sharing Centre / Change adaptor settings - Right click / Properties / Select Internet Protocol Version 4 (TCP/IPv4) / Click Properties - Add DNS into there.

I turned everything off, reset PC, NAS, Router & network switch. I had to ‘discover’ my NAS via Synology again but it allowed me to claim server and all is working well again.

Thanks again for your help!