Manual Upgrade PMS on Synology from 1.26.2.5797 to 1.27.1.5916 - Frozen at Processing. Please Wait

[Madole]

NAS: Synology 920+, 8GB RAM (Synology RAM)
DSM: 7.1-42661 Update 1
PMS Version: 1.26.2.5797

I have read through many posts here on the forum and tried a few different things, but nothing seems to get me past the “Processing. Please Wait…” screen. I apologize if the resolution is posted somewhere, but I’ve been unable to find it.

Logged in as the administrator, I have taken the following steps:

• I manually installed PMS 1.26.2.5797 and it is working. Users can connect with zero issues.
  • Install in dir: PlexMediaServer. My media is located in PlexMedia, completely separate from the PlexMediaServer folder.
• I manually stop the Plex Media Server.
• Downloaded the Intel 64-bit package from synology.com for Synology DSM 7. (PlexMediaServer-1.27.1.5916-6b0e31a64-x86_64_DSM7.spk)
• Click the Manual Install button.
• Select the package file, and then hit Next.
• “Processing. Please Wait…” displays and stays.

Option 1) Set logout timer to 65535 in Control Panel → Security.
- Freeze remains until new timeout reached.
Option 2) Have tried to manually upgrade the PMS software from Edge Chromium (Windows 11), Firefox (Windows 11 & macOS), Chrome (Windows 11 & macOS), and Safari (macOS). I have rebooted the Synology after each freeze to ensure a new attempt.

Of note, from Option 2, when I try to manually update from Firefox (Windows or Mac) I get a different response. I get “The operation failed. Please sign in to DSM again and retry.” Rebooting and logging back in doesn’t fix it.

Lastly, this build was a fresh DSM 7 build. I never had DSM 6 on the Synology. I recently purchased the unit, so any issues around DSM 6 will not apply in this scenario.

I think thats everything. Any assistance or direction to articles would be greatly appreciated. Thanks.

[ChuckPa]

Please clarify –

@Madole

• Downloaded the Intel 64-bit package from synology.com for Synology DSM 7. (PlexMediaServer-1.27.1.5916-6b0e31a64-x86_64_DSM7.spk)

Synology does not have 1.27.1 in Package Center. They have 1.21.0.3744 (BETA) package.

If you did install 1.21.0.3744, AND built your server on this BETA version THEN

1. YES, it will take time the first time you upgrade to any version above 1.24.2.4973
2. What’s happening is:

• 1.21.0.3744 used a different internal metadata storage area (preferred by Synology)
• There were many problems using this while in beta and after.
• 1.24.2.4973 was when all metadata storage was moved to “PlexMediaServer”

3. The “Upgrade” from 1.21.0.3744 requires time to complete because DSM/Package Center is moving all your metadata files to their new location in “PlexMediaServer”

The process will not fail / hang

You do not need worry about “Operation Failed”. – IGNORE THEM.

The only task for you is to be patient and wait. DO NOT INTERRUPT / RESTART.

Upgrading needs about 3 minutes per 1000 media items you have indexed into PMS.
If you have a lot of chapter thumbnails, you might need 5-10 minutes per 1000.

This delay is dependent on the speed of your disks.

[Madole]

My apologies. I tried to be as precise as possible in my post, and I screwed up the download comment.

I downloaded the Intel 64-bit package from PLEX (Media Server Downloads | Plex Media Server for Windows, Mac, Linux, FreeBSD and More) for Synology DSM 7.

I did not install the Plex Media Server option from the Synology Package Center. I manually installed it originally as well. See screenshot.

I will follow your advice and be patient and wait then. I have between 5000 - 7000 pieces of media that need processing, not an enormous number by any stretch of the imagination. The disks in my NAS are Seagate Ironwolf 8TB’s, so the 6GB/s 7200RPM 256MB cache should be sufficient to process the data in a relatively short time I would think (a few hours).

Appreciate the fast response. Thanks you for the hints.

Mike

[ChuckPa]

That’s all good.

Would you please go look at Resource Monitor, Task manager / Processes (whichever name you see),

Look at the actual processes used by PlexMediaServer
Set the refresh rate as fast as you can -or- refresh it yourself

I’m looking to see if there’s something which has triggered the postinstall “move” or “metadata” function.

There shouldn’t be

1. If there is no existing PMS metadata in the “Plex” shared folder (from DSM 6 or other import activity)
2. no upgrade from any version equal/below 1.24.2

There might be (expect it), a database upgrade AFTER PMS installs.
For some users, this finishes quickly while others take a fair amount of time.
(PMS Plex/web won’t open + the CPU will hover around 25-30% busy)

[Madole]

I have stopped the PlexMediaServer in order to allow the manual install, so there are no processes running that are associated with Plex at all at this time.

CPU and Memory utilization is very low as well…

And here is evidence that it is currently “processing…” I restarted it about an hour ago and am letting it run.

[ChuckPa]

Ok… that might be DSM/Package Center GUI get stuck. I’ve seen it happen before. Nothing I can do to prevent that either

Open Resource Monitor, see if anything named “Plex” is running (or with the “PlexMedia+” username.

If you find nothing running, hit “F5” in your browser and see if that goes away and the CPU is idle.

[Madole]

Nothing named Plex is running. I can also confirm that nothing is running using the PlexMedia+ username.

I hit refresh, the screen disappeared, and the CPU is bouncing between 2% - 4% leading me to believe nothing is happening now.

[ChuckPa]

Go into Package Center,

make sure PMS shows “Stopped” (waiting to ‘run’)

Now open FileStation → PlexMediaServer - AppData - Plex Media Server

Right-click Logs → Compress to Logs.zip

Download and attach that here please.

I think you’re ok but would like to check.

[Madole]

Thank you. I appreciate your help.
Logs.zip (2.8 MB)

[ChuckPa]

As I suspected, it’s sitting & waiting to start.

This is your most recent log. 1.26.2

Jul 04, 2022 09:05:24.344 [0x7f7f5a1a4b38] INFO - Plex Media Server v1.26.2.5797-5bd057d2b - Synology DS920+ x86_64 - build: linux-x86_64 synology-dsm7 - GMT -04:00
Jul 04, 2022 09:05:24.344 [0x7f7f5a1a4b38] INFO - Linux version: DSM 7.1.42661-1, language: en-US
Jul 04, 2022 09:05:24.344 [0x7f7f5a1a4b38] INFO - Processor: 4-core Intel(R) Celeron(R) J4125 CPU @ 2.00GHz
Jul 04, 2022 09:05:24.344 [0x7f7f5a1a4b38] INFO - Compiler is - Clang 11.0.1 (https://plex.tv 9b997da8e5b47bdb4a9425b3a3b290be393b4b1f)
Jul 04, 2022 09:05:24.344 [0x7f7f5a1a4b38] INFO - /volume1/@appstore/PlexMediaServer/Plex Media Server
Jul 04, 2022 09:05:24.343 [0x7f7f5d8a6ad0] DEBUG - BPQ: [Idle] -> [Starting]
Jul 04, 2022 09:05:24.357 [0x7f7f5d8a6ad0] DEBUG - FeatureManager: Using cached data for features list
Jul 04, 2022 09:05:24.368 [0x7f7f5d8a6ad0] DEBUG - Opening 20 database sessions to library (com.plexapp.plugins.library), SQLite 3.35.5, threadsafe=1
Jul 04, 2022 09:05:25.217 [0x7f7f5d8a6ad0] DEBUG - Running migrations. (EPG 0)
Jul 04, 2022 09:05:26.339 [0x7f7f599e0b38] WARN - Crash: Crash reporting disabled
Jul 04, 2022 09:05:35.058 [0x7f7f5d8a6ad0] DEBUG - ChangestampAllocator: initialize

You were the unfortunate victim of a Syno GUI hang.

[Madole]

Which means I should reach out to Synology support?

[ChuckPa]

No.

Start Plex.

Let’s see what happens.

If you need help within Plex, I can help you

[Madole]

Here is what I see.

When I click the “Please install manually” link, it downloads the same spk file.

[ChuckPa]

I see.

I’m sending you a PM. Please verify the info on the screenshot.

[ChuckPa]

@Madole

Confirming:

OWNER MADOLE 
VERSION 1.27.1.5916-6B0E31A64

[Madole]

Got it!

After stopping the Plex service, I SSH’d into my Synology, and went into the /var/packages/PlexMediaServer/shares/PlexMediaServer directory.

Then ran sudo synopkg install plex*.spk

Entered the password, voila. Successful upgrade!

[ChuckPa]

All good

There’s always another way