Lost Access to PMS

General Discussions
1

I have been using Plex for about 10 months now and it has been working relatively well. I purchased the lifetime Plexpass as I plan to utilize Plex for many years to come. I woke up to an email the other night saying that a new sign in from a new location was detected. I verified that the password was one that has been in a previous data breach so I updated it and signed out of all devices. After signing back into Plex with the new credentials I haven’t been able to access my media. Using the Windows desktop app I would get either server is unreachable or the no soup for you message. I logged onto my Synology NAS and double checked share settings. I began looking through support forums trying to find a similar case. After spending about 3 hours digging I decided to unlink my PMS so that I could add it back. The setup utility for claiming your PMS isn’t coming up and at this point I don’t know what else to try.

I did update the NAS to 1.18.7.2434 as a part of the troubleshooting so it is now running the most current version. I saw in a previous topic that logs were requested so I have added them here.

Any help would be appreciated.

2

I would like you to do the following:

  1. Sign out of Plex/web (upper right corner)
  2. Restart DSM and let Plex come up normally with it
  3. After DSM finishes restart, give Plex about a minute to stabilize itself.
  4. Now open http://ip.addr.of.syno:32400/web
  5. You will be asked to log in.

I expect it will also tell you it found a server / server unclaimed.
Go ahead and reclaim it.

Please report your progress.

3

Hey Chuck,

Thanks for the reply. I have previously tired signing out and have restarted the DSM multiple times. Even so I followed your directions and the results are the same. When I log into my account I am greeted with “Your home screen is empty.” When I click on Your Media it wants me to download the exe for the PMS.

I also tried uninstalling the PMS from the DSM and then reinstalled the newest version with no change.

Any other ideas?

4

bump!

5

Sorry for the delay. (Eyeballs deep here).

If you’re using the version downloaded from Plex, uninstall it and download direct from Package Center. Install it and then let it have a minute or two to stabilize (1.18.x -> 1.6.6 downgrade takes a moment)

If still failure, Please make a ZIP of the “Logs” directory (under “Library”) in the Plex share. You will need navigate using File Station to get down in there to it but will see it.

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