Match and Fix Match no longer working

[DaveBWhite]

Server Version#:1.18.6.2368-97add474d
Player Version#:4.20.2 (WEB)

Hi,

Match and Fix match have stopped working for Movie and TV and I’ve spotted this error in the com.plexapp.agents.themoviedb.log which says there is a problem getting the hosted resource hashes (there is a similar one in the the com.plexapp.agents.thetvdb.log).

Due to this I can’t match new content added and using fix match (just as a test) on existing content also fails.

I’ve tried cleaning the bundles and optimising the database, removing the new unmatched movies, rescanning etc but it makes no difference.

I’ve seen in the forum this same error being posted before but with no resolution, so was hoping someone might know how to resolve the issue by now.

Any help would be greatly appreciated!

2020-02-21 09:21:33,003 (7f377139a700) : CRITICAL (runtime:1299) - Exception getting hosted resource hashes (most recent call last):
File “/volume1/@appstore/Plex Media Server/Resources/Plug-ins-97add474d/Framework.bundle/Contents/Resources/Versions/2/Python/Framework/components/runtime.py”, line 1293, in get_resource_hashes
json = self._core.networking.http_request(“http://127.0.0.1:32400/:/plugins/com.plexapp.system/resourceHashes”, timeout=10).content
File “/volume1/@appstore/Plex Media Server/Resources/Plug-ins-97add474d/Framework.bundle/Contents/Resources/Versions/2/Python/Framework/components/networking.py”, line 242, in content
return self.str()
File “/volume1/@appstore/Plex Media Server/Resources/Plug-ins-97add474d/Framework.bundle/Contents/Resources/Versions/2/Python/Framework/components/networking.py”, line 220, in str
self.load()
File “/volume1/@appstore/Plex Media Server/Resources/Plug-ins-97add474d/Framework.bundle/Contents/Resources/Versions/2/Python/Framework/components/networking.py”, line 158, in load
f = self._opener.open(req, timeout=self._timeout)
File “/volume1/@appstore/Plex Media Server/Resources/Python/lib/python2.7/urllib2.py”, line 429, in open
response = self._open(req, data)
File “/volume1/@appstore/Plex Media Server/Resources/Python/lib/python2.7/urllib2.py”, line 447, in _open
‘_open’, req)
File “/volume1/@appstore/Plex Media Server/Resources/Python/lib/python2.7/urllib2.py”, line 407, in _call_chain
result = func(*args)
File “/volume1/@appstore/Plex Media Server/Resources/Python/lib/python2.7/urllib2.py”, line 1228, in http_open
return self.do_open(httplib.HTTPConnection, req)
File “/volume1/@appstore/Plex Media Server/Resources/Python/lib/python2.7/urllib2.py”, line 1201, in do_open
r = h.getresponse(buffering=True)
File “/volume1/@appstore/Plex Media Server/Resources/Python/lib/python2.7/httplib.py”, line 1136, in getresponse
response.begin()
File “/volume1/@appstore/Plex Media Server/Resources/Python/lib/python2.7/httplib.py”, line 453, in begin
version, status, reason = self._read_status()
File “/volume1/@appstore/Plex Media Server/Resources/Python/lib/python2.7/httplib.py”, line 409, in _read_status
line = self.fp.readline(_MAXLINE + 1)
File “/volume1/@appstore/Plex Media Server/Resources/Python/lib/python2.7/socket.py”, line 480, in readline
data = self._sock.recv(self._rbufsize)
timeout: timed out

[DaveBWhite]

*** UPDATE ***
After posting this Plex started behaving oddly and would tell me that my server was offline but allowed a managed user to see the films/TV on the same server (from the same device). Plex then stopped showing anything to the managed user either.
At this point I decided I had nothing to loose and uninstalled the PMS server and re-installed it. Still no joy (saying PMS was offline.
I then

1. uninstalled PMS
2. rebooted my NAS.
3. reinstalled PMS.
   At this point it seemed to work PMS server was reported as being online and both users could see the libraries but this didn’t last long and the full Plex Pass user lost access again. I also noticed that the server was showing as being inaccessible from outside my network.
   At this point I lost all access to the internet (not just Plex related - nothing could see anything outside my LAN), so perhaps my router/ISP was having issues (?).
   I then rebooted my router and noticed it had lost the firewall rule to allow Plex to be accessible outside the network.
   After fixing this (and rebooting the router again as it doesn’t seem to pick up firewall rules reliably until rebooted) I was able to see the libraries (as either the Plex Pass user or the managed user) and also I was able to run the “Match” and for it to retrieve the correct meta-data and artwork.

So I’m not sure one / combination of these steps that fixed it,

a) Uninstall - reboot - Reinstall
b) Rebooting of the router
c) Firewall rule changes

But these are the only things I did so maybe this’ll be useful to someone in the future.

[ChuckPa]

If you want to “start over” with a fresh install – while still saving the existing –

1. open file station
2. Navigate to the Plex share (See SYNO FAQ #1 for details if needed)
3. Stop Plex
4. Rename Library -> Library.SAVE (in case you want data from it or to recover)
5. Start Plex
6. Open http://ip.addr.of.syno:32400/web – Do not use app.plex.tv
7. Create a fresh server – give it a different temporary friendly name to avoid collisions with the existing.
8. Now define the minimal test case to see what is happening.

If it occurs in two different installations, it’s external to PMS.
Logs ZIP will be needed.

[DaveBWhite]

Thanks ChuckPa, as all is working ok at the moment I’m going to leave it as it is but will give your suggestion a go if the problem reoccurs. I don’t seem to have lost anything important that I’ve noticed (I still have all my collections that I’ve defined etc.)
Thanks again for the advice.

[dzeff]

I’ve been seeing similar issues to DaveBWhite for about a month now and after upgrading to Version 1.18.7.2457 I can no longer ‘Fix Match’ because ‘language’ and ‘agent’ picklists only show loading. This screen has been showing for about 45 minutes despite multiple reboots and I don’t want to have to re-install/setup Plex because they made an error:

[ChuckPa]

@dzeff

I would be interested in seeing the server logs,

collected about 3 minutes after restarting, AND,
after attempting to pull this page up again.

I suspect the System bundle is compromised. The logs will show me more info.

[dzeff]

Thanks for the reply CheckPa. As it turns out the upgrade that ‘happened’ hadn’t fully completed and there was a messagebox that needed to appear but hadn’t. Once I managed to get it to come up and click ‘OK’ to it, the upgrade completed and I am back in action.