New movies not matching after server update

Plex Media Server Metadata & Adding Files
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1

Server Version#:1.32.8.7639
Player Version#:Plex for ios v8.28
<If providing server logs please do NOT turn on verbose logging, only debug logging should be enabled>

I’m having trouble with matching movies after I updated Plex Media Server yesterday from 1.32.7.7621 to 1.32.8.7639. This is on a Synology DS1821+ running DSM 7.2.1-69057 Update 3.

I have restarted PMS, restarted network router and modem.

The most recent movie i have added is called “About Time”. It isn’t matching. I’ve uploaded other movies as well. none of them match. to keep things simple, i’ve removed them from the server for now. just “About Time” remains unmatched.

From the PMS web interface, I have clicked on “Movies” then “…” then “Manage Library” - “Advance” - “Refresh Metadata”

Then I have requested a scan by clicking “Movies” - “Scan Library Files”. In the past, this worked great. it doesn’t work now.

I have also tried to match the new movie (About Time) by clicking the 3 dots on the movie - Match. A “Fix Match” window comes up and says “No Matches Found”. If i click on “Auto Match” the list contains only “Plex Movie”. If I click on that, I get a red window that says “No matches were found using this agent”

Not to confuse things, but I have a “test” Plex Media Server running on Windows. I haven’t updated it to the latest version yet. It points to the same media files on the Synology NAS. It is still working fine. That PMS is running 1.32.7.7621. It can detect and match “About Time”

Any help would be greatly appreciated. Thank you.

Plex Media Server Logs_2023-12-06_13-56-22.zip (4.5 MB)

My server log is attached.

2

There’s a known problem with matching media on Linux based systems. A fix is expected in the 1.40 release. I do not know when 1.40 will be released.

See: Artwork not loading - #15 by OttoKerner

3

May I ask what the movie titles are and how you have them named ?

Also, could this be a permissions problem (ACL not permitting “Plex Media Server” to read the file? Seeing is not the same as reading on Linux)

4

Thanks for the reply

The movie title is “About Time”

I have it named per the guidelines like this:

Movies\About Time (2013)\About Time (2013).mkv

5

Thank you for this.

I just created a test file About Time (2013) and let PMS do the lookup.

Screenshot from 2023-12-06 16-56-10
Screenshot from 2023-12-06 16-56-10859×582 87 KB

It matched by itself instantly.

I’d like to ask you to go into the Synology,
File Station → Shared folder containing the movie

Right-click on the movie folder → Properties

Make sure PlexMediaServer can minimally read it ?

If you have to change permissions, “Apply to this folder, sub-folders, and files” to fix the movie itself.

Putting media on Synology using SMB can sometimes not apply the correct permissions for Linux to be happy.

6

Thank you for the quick and clear reply.

Here is what I see in File Station - Movies - Properties:

image
image858×583 54.3 KB

PlexMediaServer has Read & Write permissions.

I appreciate the help.

7

For sake of being prudent,

At that page, click “Apply to this folder, sub-folders and files”
Then it SAVE

It will ensure Plex has permission to read everything.
(DSM doesn’t always enforce granting permissions to sub-folders and files. This corrects them)

After doing so, Scan files again.

8

Thanks again. I clicked “Apply to this folder, sub-folders and files” and then saved.

Gave it a minute and then scanned files again (Movies - … - Scan Library Files)

Same results - movie not matched. Tried manually matching, same result - “No matches were found using this agent”

Do the logs I have attached provide any help? I’m not sure where to look in there.

9

Thanks for the reply. How hard is it to roll back PMS on my Synology NAS to the previous version?

10

To roll back is easy.

  1. Uninstall, Yes you want to uninstall, Uninstall ONLY ( The first radio button == KEEP all files and folders for future reinstallation )

  2. Now install the lower version

  3. Let it have an extra couple minutes to reorient the DB to the lower revision after downgrading. Then open it

11

Thank you for this help.

I uninstalled keeping all files and folders for future installation. Then I installed PMS 1.32.7.7621 (the rolled back version). The behavior is the same. I can’t match new movies.

Just to test out TV shows, I moved one tv show that was matched to another folder not part of my plex libraries. Then I made it scan the TV shows library. It detected that the show was gone, and deleted the entry. Then I moved it back, forced a rescan and that TV show did not match.

12

Hello all,

I was just about to abandon my plex installation on Synology NAS due to this issue, but I started noticing other weird things.

  1. i have two plex servers running at my home. the main is on the Synology nas. the second one (just for testing) is on a windows pc. both point to the same folders on the nas for libraries. I noticed that my user icon was showing up only on the windows pc server when looking at the web interface for PMS.

  2. i uninstalled plex again on the nas, then restarted the nas, then reinstalled PMS. my plex server was not “claimed” anymore. i tried claiming several times, but it didn’t work. i’d just click on “claim” and it would give me a spinning arrow but not claim.

  3. i uninstalled again. then i went into the Synology package center and clicked on “all packages”. I received some error about not being able to connect to the Synology package server. i read the troubleshooting article on that. Why can’t I connect to Package Center? - Synology Knowledge Center

it had me change DNS server to google, and then check out the connection to the NTP server. I think it was the NTP server that was screwing everything up. I changed it from time.google.com to time.nist.gov. once i did that, i could see all available packages.

i was also able to claim my Synology server.

and lo and behold, I was able to scan my movies (and tv shows) and fix all my unmatched movies.

i’m so happy i could kick myself. no need to set up a new windows plex server.

thank you all for your help on this.

now i wish i was better at deciphering the PMS logs. perhaps there is something in there that would have pointed me to the NTP server issue.

13

Speaking of updates, I haven’t seen Any since 7369. The latest available to me is 7639 dated 11-1.

I usually have to tell my server to “Scan Library Files” whenever I add anything, I usually do it through my Plexdash. Even thogh I tell my server to automatically detect changes. Can you access the Synology server from that app? Ot else use the Desktop browser. My friend uses a Synology server as well, sometimes it doesn’t show changes. Try updating the Windows server and see if it does the same thing.

Didn’t see the last post. Glad you got it fixed, my friend has had similar scenarios. I’ll point him to this.

14

If the server isn’t claimed, and it wouldn’t claim with the Plex Token, then it’s a DNS/network problem.

May i see DEBUG logs ZIP please ?

15

The plex media server v1.40.0 beta update worked for me on Qnap nas. The plex movie agent wasn’t able anymore to match new added movies. With the update it works back.

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