My Plex server isn't being recognized by Plex after reinstall

j10937 · July 11, 2022, 3:33pm

Server Version#: DSM 7.1-42661 Update 2
Player Version#: 1.21.2.5929-7000

Background:
- Plex was working fine up until about a month ago.
○ I started having issues where my Roku devices were showing in offline mode, but I was still able to view content, but updated content wasn’t displaying.
○ Plex was working fine on my android and PC devices fine at this time.
○ Plexamp was also working fine on my android device at this time as well.
- I uninstalled Plex from my NAS
○ This didn’t resolve the issue.
○ I also deleted the shared folder that was used by the Plex install.
- I changed the DNS to 8.8.8.8
○ This seemed to resolve some connection issues I was having at the time of the install, but I’m still having problems gettings my server to be recognized by Plex.

Notes:
- Attempting to install this package:
○ PlexMediaServer-1.27.2.5929-a806c5905-x86_64_DSM7.spk
- Performing a manual install of the package on my NAS
- Installing with a claim token
- Plex successfully installed on NAS
- Verified that PlexMediaServer has Read/Write to all necessary file shares
- Opening Plex and I get this message:
○ “Plex is not reachable. We are unable to connect to plex.tv at this time. Please try again later.”
- Tried to open Plex in InPrivate/incognito mode. I get the same result.

ChuckPa · July 11, 2022, 7:23pm

With Plex stopped,

Can you make a ZIP file of the Logs directory under PlexMediaServer/AppData/Plex Media Server and attach that ZIP here?

j10937 · July 11, 2022, 7:27pm

Logs.zip (127.9 KB)

Tried these steps since I created the ticket:
- Plex reinstalling on Synology DS920+ server NOT SHOWING - #4 by Jubz26
- Reinstall on Synology 918+ - not seeing server - #2 by JRL70
- Problems to create a PMS in Synology after reinstallation
- Changing the DNS back to 192.168.1.1
- Deleted Preferences.xml

ChuckPa · July 11, 2022, 7:29pm

Deleting Preferences.xml orphaned your server. Until reclaimed, it won’t show up in your account. Deleting it is the last thing we try in order to reclaim a server.

I am looking at your logs now.

ChuckPa · July 11, 2022, 7:36pm

Certificate problem within PMS…

Jul 11, 2022 13:23:21.511 [0x7fe5229c3b38] WARN - [HttpClient/HCl#25] HTTP error requesting GET https://plex.tv/api/v2/features?X-Plex-Token=xxxxxxxxxxxxxxxxxxxx (60, SSL peer certificate or SSH remote key was not OK) (SSL: no alternative certificate subject name matches target host name ‘plex.tv’)

I would have reset your cerificate but apparently you deleted the server already?

To move forward,

Stop PMS
Using FileStation,
Navigate to PlexMediaServer/AppData/Plex Media Server/Cache
Delete Certificate.p12 -or- cert-v2.p12 (whichever you have)
Start PMS
Open an incognito browser window.
In that browser window, open http://192.168.1.169:32400/web
Plex/web app will load.
It will want you to sign in
“Got it”
It should then launch the setup wizard.
You’ll see your existing media library sections.
Skip over that part
As you progress through the wizard, set any other preferences you wish.
Continue until at the dashboard.

Your server should now be back under your control.

Please advise of your progress.

j10937 · July 11, 2022, 7:48pm

Hi Chuck,

I wasn’t able to find the cert file in that directory or sub directories.

Since I deleted the preferences.xml, should I uninstall again and reinstall PMS?

Thanks!

ChuckPa · July 11, 2022, 7:52pm

There is something seriously wrong here.

You should have this for contents

chuck@ds418:/volume1/PlexMediaServer/AppData/Plex Media Server/Cache$ ls -la
total 96
drwxrwxrwx+   5 PlexMediaServer PlexMediaServer  4096 Jul 11 15:25 .
drwxrwxrwx+  11 PlexMediaServer PlexMediaServer  4096 Jul 11 11:22 ..
-rwxrwxrwx+   1 PlexMediaServer PlexMediaServer  9142 Jun 30 15:23 autotag_wordlist.json
-rwxrwxrwx+   1 PlexMediaServer PlexMediaServer  5753 Jul 11 11:22 cert-v2.p12
-rwxrwxrwx+   1 PlexMediaServer PlexMediaServer  3120 Jul 11 15:11 CloudAccessV2.dat
-rwxrwxrwx+   1 PlexMediaServer PlexMediaServer 11136 Jul 11 11:22 CloudAccountV2.dat
-rwxrwxrwx+   1 PlexMediaServer PlexMediaServer  3520 Jul 11 15:25 CloudUsersServices.dat
-rwxrwxrwx+   1 PlexMediaServer PlexMediaServer    64 Jul 11 15:11 CloudUsersSubscriptionsV2.dat
-rwxrwxrwx+   1 PlexMediaServer PlexMediaServer    64 Jul 11 15:11 CloudUsersV2.dat
-rwxrwxrwx+   1 PlexMediaServer PlexMediaServer 11520 Jul 11 11:22 Flags.dat
drwxrwxrwx+   2 PlexMediaServer PlexMediaServer  4096 Jul 11 11:22 OCSP
drwxrwxrwx+ 258 PlexMediaServer PlexMediaServer  4096 Feb 21 17:21 PhotoTranscoder
-rwxrwxrwx+   1 PlexMediaServer PlexMediaServer  7696 Jul 11 11:22 Privacy.dat
-rwxrwxrwx+   1 PlexMediaServer PlexMediaServer   896 Jun 23 12:57 relayHostKey.txt
drwxrwxrwx+   4 PlexMediaServer PlexMediaServer  4096 Jun 27 17:27 Transcode
-rwxrwxrwx+   1 PlexMediaServer PlexMediaServer   576 Jul 11 11:22 UpdateChannels.dat
chuck@ds418:/volume1/PlexMediaServer/AppData/Plex Media Server/Cache$

If you want to, we can blast it all out and start fresh.

To do so,

Uninstall the Plex app from Package Center
In Control Panel - DELETE the PlexMediaServer shared folder.
Restart DSM to make certain nothing gets stuck (I’ve seen other folks have problems with the recent DSM updates)
Install the package again as if new.

j10937 · July 11, 2022, 8:01pm

Does it matter which uninstall option I choose?

ChuckPa · July 11, 2022, 8:21pm

No…
Uninstall only removes the code.
Deleting the shared folder will get rid of all the files in there a lot faster than using the “Erase All” option.

j10937 · July 11, 2022, 8:39pm

Hi Chuck,

I’m still getting the “Plex not reachable message after the installation.”
I’m still not seeing any cert files in the cache folder in the new installation.

I’ve attached the latest logs zip as well. Thanks!

Logs2.zip (118.2 KB)

ChuckPa · July 11, 2022, 8:49pm

Ok… now we get with it

Uninstall the package with KEEP option
Install the package again
– Plex Claim Token option
– Click “Get Plex Claim Token”
– COPY the token from the new browser tab
– Return to the installer tab and PASTE the token in the box.
– NEXT NEXT NEXT and let it install.
Observe it takes a little longer to install (It’s getting new credentials from Plex.tv)
When complete, confirm
– Successful install
– Successful claim – AND SHOWS YOUR PLEX ACCOUNT NAME (important)

j10937 · July 11, 2022, 9:03pm

Hi Chuck,

Tried these steps:
- Switched back to Google DNS (8.8.8.8)
- Choosing the middle option for uninstall
○ Sign out and unclaim
- Claim showed my username
- Rebooted my Synology NAS
- Opened web browser in inprivate mode
- Plex not available message appears

I’ve attached the newer logs after these steps.

One weird thing I’d like to point out is that when I open up the Plex browser on my NAS it shows a different set of accounts than what shows when I click “Open Plex” from the plex.tv website.

Logs3.zip (179.7 KB)

ChuckPa · July 11, 2022, 9:11pm

Now we’re making progress.

the certificate is showing as bad.

I expected to see this.

Jul 11, 2022 15:57:48.104 [0x7fb3fab7ab38] WARN - [HttpClient/HCl#b] HTTP error requesting GET https://plex.tv/api/v2/features?X-Plex-Token=xxxxxxxxxxxxxxxxxxxx (60, SSL peer certificate or SSH remote key was not OK) (SSL: no alternative certificate subject name matches target host name 'plex.tv')

Please confirm you’re not using a DDNS, your own FQDN, or Synology Quick Connect to open the server.

you should only be using the LAN IP address to open it this first time after claiming.

Now we can return to your certificate. (which Plex.tv does not have for you)

This instance of the server can’t talk to Plex.tv (certificate problem)
Stop PMS
Open Filestation
Navigate: PlexMediaServer/AppData/Plex Media Server/Cache
Now delete Certificate.p12 or cert-v2.p12
Start PMS.

What this does is force PMS to use the default (built in) certificate for initial plex.tv communication

It then gets a new certificate and starts normal communication.

j10937 · July 11, 2022, 9:32pm

Hi Chuck,

Tried these steps:
- Uninstalled w/ sign out and unclaim
- Deleted PMS shared folder
- Rebooted NAS
- Manual install
- Obtained claim with username successfully
- Rebooted NAS again
- Went to this URL after reboot: http://192.168.1.169:32400/web/index.html#!/
- Plex not reachable message appears

I was using the Quick Connect URL, but going to the ip directly after the initial claim still gave me the plex not reachable message.

I wasn’t able to find any cert files like you mentioned in the Plex Media Server/Cache folder and sub folders after this latest install.

New log zip attached. Thanks again!

Logs4.zip (123.0 KB)

ChuckPa · July 11, 2022, 9:36pm

You don’t use : http://192.168.1.169:32400/web/index.html#!/ when you first open.

Only use http://192.168.1.169:32400/web . Let it take you where needed.
Initial setup doesn’t have an 'index.html#!` endpoint which is valid yet.

j10937 · July 11, 2022, 10:52pm

Hi Chuck,

I uninstalled/reinstalled using the exact same steps as before, but I did this all outside of quickconnect and used the IP address 192.168.1.169 and the URL that you recommended in the previous post.

Attached is the latest log zip.

Thanks!
Logs5.zip (128.8 KB)

ChuckPa · July 11, 2022, 10:59pm

Quick question.

Do you have a certificate attached in DSM other than DSM’s internal certificate?

HttpClient/HCl#4] HTTP error requesting GET https://plex.tv/api/v2/user?includeSubscriptions=1&includeProviders=1 (60, SSL peer certificate or SSH remote key was not OK) (SSL: no alternative certificate subject name matches target host name 'plex.tv')

j10937 · July 11, 2022, 11:03pm

Hi Chuck,

I have the following certificates on my NAS:
(default certificate) synology
(RSA/ECC) synology quickconnect certificate

system · October 9, 2022, 11:04pm

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My Plex server isn't being recognized by Plex after reinstall

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