New NAS (Synology DS218+) not loading Movie metadata, but TVShows perfect

[HFChristie]

Server Version#:DS218+, CPU Celeron J3355, DSM 6.2.1-23824 Update 1, Mem 2048
Player Version#:1.14.0.5465

I just moved my server to a new NAS (DS218+). I did the media transfer without a problem, I did not transfer the DB from the old platform (Win10). Everything is working well, except for the Movie metadata & posters! The TV Shows have all loaded perfectly, but NONE (0) of the movies metadata or posters loaded. at all As the TVShow meta loaded without any issues, I have to assume my NAS isn’t simply unable to access the scraper DB’s.

I adjusted the Agents to make sure the MovieDB is on top (hopefully, this means it’s the first search DB) for Movies, TVDB for TVShows. I also confirmed that the Movie Library itself is set to scan the Movie DB. But, it still won’t load movie metadata.

I saw in the forum that Synology won’t always work with IPv6, but I think mine is setup for IPv4 - but, that’s a guess. IPv4 has an IP address, IPv6 is blank when trying to define a new DDNS record; so I assume IPv4 is active, 6 is not avail! I may not be looking in correct setting location as the Help only explains the difference, not where to set/check.

I did the Plex Dance for the one movie (50 First Dates), but it still reloads meta-less. Attached is the latest Log (hopefully, I picked the right one) - I’ve yet to figure out how to read these The last several entries should be related to re-adding the movie into the Movie folder after the Dance and a subsequent manual metadata refresh when that didn’t work.
Plex Media Server 2018-11-23.log (365.4 KB)

Any suggestions would be helpful.

[HFChristie]

I do have the newest; 1.14, PMS. Q3 - Brand new download from Plex.TV, and I installed it from the SPK file. No way to install Plex on the NAS using the “normal” .exe install package (at least, that’s what I found in forum). Settings showing “Up to Date,” even after manual “check for updates.”

Moved all movies out, did the optimize/clean-out and reloaded - no change. I did the Dance, too, several times - before, during and after moving files out of Plex movie folder; didn’t make a difference Still, no movies loading metadata and/or posters. TV Shows are still fine.

[HFChristie]

Not sure if it’s related, but I’m also getting “No Matches” when trying to update any Movie using “Match”/“Fix Match”. Doesn’t matter which DB (Plex or Movie DB), or if I remove Year - no matches, not even bad/incorrect ones.

What do I look for in the log to find activity related to accessing the Move DB? It has to be something related to blocking access to that specific DB since the TV Database is apparently accessed without a problem.

[ChuckPa]

Please do the following:

1. Verify DEBUG logging only
2. Scan files.
3. When it finishes, Settings - Server - Troubleshooting - Download Logs
4. Attach the ZIP.

[ChuckPa]

Reading back.

Synology packages are SPK (Synology PacKage) for the extension.
Only windows uses EXE (for Executable)

Synology uses Linux.

[HFChristie]

Well, crap - I just downloaded the 5465 Monday! Turns out 5468 is a BETA version, which is why my Plex didn’t detect it. Even so, I installed that - no change to behavior (everything detects Metadata except movies).

I also tried installing PMS from my Synology, along with the Plex synology User files, and trying to delete the server itself from my account (authorized devices) - the uninstall worked, but I was unable to remove the server from the account without defining a new one. I was hoping that if I deleted all servers, my Plex configuration might return to default; evidently, it’s impossible to remove all servers.

After installing and configuring a new PMS server, deleting the old PMS server and rebooting the NAS, I ran the Plex Dance; ran it twice, just to be sure. I then defined just the Movies library. Absolutely no difference Worse, it’s apparently “remembered” something from the prior server and incorrectly named two movies for their Category, which I’d manually entered on the old server while testing. Something was left over from the previous server - have no idea where.

Either way, there was no difference - I cannot get any meta data for movies to load, automatically or otherwise. I was able to find matches using Match, this time, but ONLY if I manually specified “Plex Movie” (not The Movie DB) and REMOVED the year (correct year pulled from movie filename) - even though an potential match showed the year I had, attempting to match anything with year as part of the search failed.

When I did get a match list, clicking on the correct item loaded some of the detail (director, country, genre, and description). Collection name and release date did NOT load. And, most notably, neither did any of the artwork.

I also noticed while I change the order of the agents, I cannot check any that aren’t checked by default. Checking them places a check, but the moment you go to a different screen, when you come back the item is unchecked again. Basically, I cannot alter which DB’s are checked, I can only reorder the default DB’s.

Essentially, a complete failure (test wise). It has to be something to do with something I’ve set, and it worked without a problem on my Windows platform and evidently works for others on Synology NAS platforms.

Is there anyway to completely wipe my Plex account content to reset all settings to default? I mean, wipe ALL server definitions, reset all server configuration settings to default? Essentially, reset the account to the state it was when I first signed up?

I can’t simply delete my Plex account and redefine as I’m a lifetime Plex Pass member and I don’t think that is transferable.

[ChuckPa]

Before panicking,

1. I install the software in a location away from the “Plex” share.
2. This is what allows us to change versions on Synology without losing metadata.
3. It has the one disadvantage of requiring a second step when you want to completely start over.
4. It has the advantage of allowing us to create a whole new instance of your server if we need to very easily without destroying the original.

Regarding your description above,

1. When checking or unchecking Agent boxes… SAVE the changes is a required step (at the bottom)
2. If it cannot save those changes, we’ve found the problem.
3. Linux has strict permissions which Windows does not. This is one of the biggest hurdles for anyone using Linux or a Linux-based NAS (like Synology).

This having been said, the checklist is:

1. Control Panel -> Shared Folders
2. Edit the Plex share, go to Permissions tab
3. Give your Synology username permission to R/W the share.
4. While in Shared Folders, give user Plex permission to read the shares containing your media.
5. Stop PMS
6. Open the Plex share using FileStation
7. Rename Library to Library.old.
8. Start PMS
9. Wait 30 seconds for PMS to create all the files it needs
10. Open http://ip.addr.of.syno:32400/web
11. Sign-in, Got It, and begin the setup wizard.
12. Create one library… The Movies library. (we will debug this one first)

Please let me know how you make out.

[HFChristie]

I don’t see a “SAVE” button on Agents (it is there on other setting pages); I assume the check marks are auto-saved when turned on/off. But, …

“Synology” username - I assume is Admin -> It did have R/W on media folders
“Plex” username 0> It did have “READ”. I changed it to R/W for now (to see if makes a difference)
Steps 5, 6, 7, 8 and 9 done. I logged out of Plex at 4.5, too.

10, 11 & 12 Done

No different - still pulling in the two incorrectly named movies (for instance, “Batman Original” instead of “Batman & Robin” (filename “Batman & Robin (1997).mp4), “Batman VS Superman” loads as “Batman” (filename Batman VS Superman - Dawn of Justice (2016).mp4.”

So, I tested by installing a fresh server on my Win7 platform. Installed on Win7 platform, setup a new server, added Movies Library - and viola! Movie loaded filenames and all Metadata and Artwork automatically the first try. Unmatched and ran manual match.

Definitely something to do with how the NAS is setup and/or how it’s trying to communicate with the scraper DB’s, but … I still can’t figure out why the TV Show information is loading without any issues but the Movies won’t even load 1 correctly. And, since the WIn7 platform worked like a charm, it’s unlikely it has anything to do with how I’ve got the Agent’s setup (and that they’re setup properly to begin with).

[ChuckPa]

Since your last post, I double checked.

PMS now saves the agent settings in Plex.tv. This is why the save button is missing. That is my mistake and apologize.

As for Windows being different than the Synology, the actual agent code is the same and should not have any difference other than Linux enforcing permissions to read the files.

Would you please gather the logs after pressing “Refresh all metadata” in your Movies library and waiting about 1 minute for some results to be logged ?

It will let me see what errors are occurring.

[HFChristie]

I wasn’t complaining about the SAVE button; just that it was different.

I think I’ve got the logs attached here. I included all that were close to last access minute. Most posts here mentioned Not Verbose, but just in case I included both.
_2018-11-24 202401 - PMS Log Enabled.zip (357.8 KB)
_2018-11-24 202401 - PMS Log Verbose.zip (378.4 KB)

[ChuckPa]

Thanks for the logs.

PMS is trying to get metadata for movies and, for whatever reason which caused it, the CACHE appears to be messed up.

We will make one attempt before I give you a different version to try.

1. Stop PMS
2. Open File Station
3. Navigate into Plex/Library/Application Support/Plex Media Server/Caches
4. Delete everything you see
5. Start PMS
6. Give it a bit to get started
7. Make certain you have Verbose disabled again
8. Now refresh your movie library metadata (Refresh all)

[HFChristie]

Well, that’s completely out of left field!

But; when I deleted the Plex User in one of the last test, I deleted it’s entire User folder structure. And, in another, you had me rename the Library folder (essentially, soft deleting the entire folder as well). Both would have completely removed the Cache content, right?

Anyway, I also saw a “Metadata” folder. Since the problem has been related to this content, I deleted all files in that folder as well.

No difference (see below). Could it be something to do with the user not having permissions to access the server config/operational files? I know in Windows, it took me weeks to figure out if you didn’t name the user Plex, it was damned near impossible to get permissions setup correctly. I know this package creates the Plex User, but I see it’s permissions at defined as “Custom” - not Read or Read/Write to it’s user files.

Just to see, I also did the same steps with starting from fresh Movies DB. Did the optimize, bundles, and clear trash, then added the movies and scanned library. Don’t know if it will make a difference, but you’ll notice in the 2nd image below the “Batman VS Superman” movie had been mis-scanned to simply “Batman” and no year. “Batman & Robin” is miscanned as “Batman Original” (the name of the folder the MP4’s in).

Logs
_2018-11-24 223615 - PMS Log Enabled (Meta refresh all).zip (439.7 KB)
_2018-11-24 224052 - PMS Log Enabled (Clean Lib, Fresh Import and Meta refresh all).zip (588.4 KB)

[ChuckPa]

Here is what we will do.

1. Package Center - Uninstall PMS
2. Control Panel - Users - Delete user plex
3. Control Panel - Shared Folders - Delete the Plex share
4. Restart the Synology
5. Download: https://drive.google.com/open?id=1bHDRz0IBDDSRs3jEv6Kchwl5GUZq7pfN
6. Install it.
7. Perform a fresh setup of PMS. (The above is a proper and complete “restart from scratch” of PMS)

This is PMS 1.13.4 which I know is stable and works.

[ChuckPa]

For verification, your movie folder listed in PMS is /volume1/PlexMEDIA-001/Movies

As for the rest of the structure you show in your example, PMS does not like movies named that way.
Nesting movies in subdirectories as you have is the most likely root cause.
PMS will put them in Collections for you by default. They will appear how you want them but you need list them in the file system individually this way.

Batman vs Superman Dawn of Justice (2016)/
  Batman vs Superman Dawn of Justice (2016).mp4

FileBot or TheRenamer are excellent tools for curating media. It’s quick and effortless.
It works every time.

My Batman movie collection.

Basic (2003)/
Batman (1989)/
Batman Begins (2005)/
Batman Forever (1995)/
Batman Returns (1992)/
Batman & Robin (1997)/
Batteries Not Included (1987)/
Battle Los Angeles (2011)/

[HFChristie]

Yes, that’s the Movies folder.

I might agree with the folder structure comment except it’s working in Windows, and I’ve got another friend who does the same thing. And, it’s not loading metadata on 50 First Dates, either - which isn’t in it’s own folder. And, while I don’t know if these were on a NAS or not, I’m pretty sure I’ve seen other posts from users with folders to keep movies organized on the drive.

In any case, I deleted old Movies library, optimized/bundles/empty trash, stopped the server, wiped just about everything from the Plex/Libraries (all except plug-ins, plugu-in support and codec folder content), moved all movies to the root (PlexMEDIA-001/Movies) and finally redefined Movies folder. While it did load the names correctly this time, it made no difference on MetaData.

[HFChristie]

OMG, I got it!

Let’s backtrack a bit. I’d assumed that IPv6 was OFF because I saw an IP address for IPv4 but not IPv6 somewhere (see photo’s at beginning). However, I was never able to actually find where to set the IPv4 or 6 setting - plenty of info on what they were in the Help, but nothing on where the darned settings were.

I did some more searching and finally found out. For those who’ve waded through this thread, no doubt with wild anticipation, with a similar problem (I’m using a Synology DS218+ NAS; I believe many Synology platforms use the same base OS);

• From Synology desktop
• Control Panel → Network → Network Interface
• Click “LAN” and EDIT
• Check “Make default gateway” option on IPv4 tab
• CHANGE “IPv6 Setup” from “Auto” to “OFF”
• Click OK to exit Network Interface setup

Below “LAN” there’s an “IPv6 Tunneling”

• Mind had “Disabled” as status
• However, I Edited the “IPv6 Tunneling” setting to make sure everything was off (it was).

I then did a Refresh Metadata on the existing Movies library and ALL the movies scanned correctly; Metadata AND Artwork! I didn’t have to do the Plex Dance for it to start working correctly.

PS: For those who like to organized the video files themselves, It did not matter if movies were in folders or not (at least for me).

Thanks again for all the help!

Yet another example of Assuming making an Ass out of ME and I.
Thank you, ChuckPA for all the help.

[Electricman]

Thanks 4 the Tips.
I have the same problem in my Synology - in Movie and TVshow.

Now solved.

[HFChristie]

Excellent!

It should be a requirement that all help files include a link to the specific setting - especially as they just love to bury these.

[Sydney196]

Thank you very much for the solution it worked.