My mediaserver disappeared after "You do not have permission to access this server" message

Plex Media Server NAS & Devices
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Server Version#: 1.40.0.7998-7000
Player Version#: Can’t access media server to check this
Running on: Synology NAS DS220+

Recently I noticed I couldn’t access my media server on my Android phone. My libraries had the yellow triangle with an exclamation mark and said my NAS is currently not available.

A few days later I checked again on my Android tablet, which has the same issue. The problem couldn’t be my NAS since I use it as a cloud server for work and I use it daily to upload and download files.

I decided to check the NAS web app on my laptop and there I was greeted with the “You do not have permission to access this server” and a link that redirected me to this guide:
https://support.plex.tv/articles/204281528-why-am-i-locked-out-of-server-settings-and-how-do-i-get-in/

So naturally I followed the instructions here, located the Preferences.xml file on my NAS, made a backup of it, and deleted the lines the article suggested.

I reopened the Plex web app via my NAS and noticed my servers were gone. So I tried logging out (from both web app and media server) and then in again. But nothing… So I decided to restore the backed-up Preferences.xml file to undo everything. But that didn’t do a thing. My media library was gone. Only a tiny portion of the content I’ve watched is still there in my watch history, but it suggests watching them from subscriptions instead of accessing my own file.

I’ve spent so much time managing my library to my liking and everything being gone is devastating to me.

I checked my Android phone and tablet and the libraries are still there with the yellow triangle and no access. I tried the Plex TV app, where I usually watch my media and it has no access either. Looking up the issue online didn’t give me anything similar to what I’m experiencing.

If someone knows the cause and solution to this issue it would be very much appreciated!

EDIT: It seems my libraries did not just disappear. I can still see them if I look at the left hand bar, click ‘more’ and there they are. I still can’t access them though.

EDIT 2: Now I can’t even find my server or library at all, the ‘more’ option disappeared entirely.

2

DSM 7 is completely different than the documentation (help pages) state.

The SPK file itself has the (re) claiming support built into it.

Here is how:

Be careful – There are ID numbers in the Preferences file. If you were to delete/recreate Preferences then new numbers would be assigned. Your server name will get duplicated (one ghost & one active) which you’ll need to clean up. All other aspects of the server will rermain as they are…

3

Thank you for your reply.

I came across that FAQ after I made this topic and tried to do it. The download page only gives me the latest version (v.1.40.2.8395-c67dce28e), so I installed that one instead and tried to reclaim. But it gave me a “failed to install package” error.

I just tried again, and it gave me the same error. I installed it normally just now instead since I can’t go back to the older version I think? Now I can finally get into my media server, but it says “This server is unclaimed and not secure”. See the below screenshot.

Schermafbeelding 2024-04-21 202534
Schermafbeelding 2024-04-21 2025341226×408 68.6 KB

Clicking “Claim server” doesn’t do anything.

4

Please:

  1. Stop Plex
  2. FileStation -
  3. PlexMediaServer / AppData / Plex Media Server
  4. Right-click “Logs” → “Compress to Logs.zip”
  5. Download that ZIP file then attach here so we can see what’s (not) happening.
5

Sure, here it is.

Logs.zip (3.4 MB)

Thank you again for the help!

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Thank you for the logs.

Apr 21, 2024 15:59:23.652 [139656316029752] WARN - [HttpClient/HCl#1] HTTP error requesting GET https://plex.tv/api/codecs/hevc_decoder?build=linux-x86_64-standard&deviceId=b643be92-e0ed-4754-8aa3-b3309cf3fe22&oldestPreviousVersion=1.29.2.6364-6d72b0cf6&version=ad47460-4673 (60, SSL peer certificate or SSH remote key was not OK) (SSL: no alternative certificate subject name matches target host name ‘plex.tv’)

Questions:

  1. Is Date/Time sync’d correctly (your time zone as well) to the internet time servers ?

  2. Do you have your own domain ?

  3. Are you using Quick Connect ?

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  1. I just checked and yes, it’s set up correct.
  2. I assume you mean the Domain/LDAP client on the NAS? If so, then no.
  3. I have a Quickconnect ID, but I’ve never used it to access Plex. I just browse to plex.tv or the local web address.

I haven’t touched anything on my NAS or its settings before noticing this issue, it just happened out of nowhere.

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