# New server install will not complete setup after wiping previous install **URL:** \ **Category:** Plex Media Server\ **Tags:** server-mac\ **Created:** [October 6, 2022, 8:45pm UTC](https://forums.plex.tv/t/new-server-install-will-not-complete-setup-after-wiping-previous-install/813833 "2022-10-06T20:45:30Z")\ **Posts on this page:** 20\ **Page:** 1
**Author:** ![brainhig](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/brainhig/32/335513_2.png) [@brainhig](https://forums.plex.tv/u/brainhig)\ **Post date:** [October 6, 2022, 8:45pm UTC](https://forums.plex.tv/t/new-server-install-will-not-complete-setup-after-wiping-previous-install/813833/1 "2022-10-06T20:45:30Z")
Server Version#: 1.29.1.6276 Player Version#: macOS 10.12.6 I gave up reclaiming my old server install and completely wiped the settings, database, caches, etc. After downloading and starting the media server, I am now presented with the attached image, with no server name, no option to enable remote. If I click Next, I get a spinning animation where the Next button was and it continues forever. No errors in logs that seem to relate to this, except I get this: Oct 06, 2022 14:31:28.110 [0x70000d073000] ERROR - Got unknown exception from request handler Which is the same message I had before when I couldn’t reclaim my server. Anyone ever seen this behavior? ![Screenshot_2022-10-06 Plex](https://global.discourse-cdn.com/plex/original/4X/2/7/7/2770d23cb527e58b6db49b490aea1c3c5061bd90.png) ---
**Author:** ![nibbles](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/nibbles/32/150497_2.png) [@nibbles](https://forums.plex.tv/u/nibbles)\ **Post date:** [October 7, 2022, 3:00am UTC](https://forums.plex.tv/t/new-server-install-will-not-complete-setup-after-wiping-previous-install/813833/2 "2022-10-07T03:00:18Z")
Yes macOS 10.11 and 10.12 can have an older Safari that is more sensitive, but first here’s a bit of uninstall information you may already know. Plex has an article to [Uninstall Plex Media Server](https://support.plex.tv/articles/201941078-uninstall-plex-media-server/) that lists three folders and a file that need to be deleted. The file is emptied with the command `defaults delete com.plexapp.plexmediaserver` which clears out the file: ```auto ~/Library/Preferences/com.plexapp.plexmediaserver.plist ``` Assuming you got all four of those, then your issue reminds me of how an old Safari might not behave during install. You can do two different things. You can try to make Safari work, or you can install Chrome, Opera, or Firefox. Making Safari work (i hope): Try the following before running PMS the first time to do setup: 1. Open Safari so it has only 1 blank tab open. 2. `History -> Clear History -> All History` 3. Quit out of Safari with `File -> Quit` 4. Start Safari again, this time go into Incognito mode. 5. Start the install and see if it gets thru setup. Let us know 🙂 ---
**Author:** ![brainhig](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/brainhig/32/335513_2.png) [@brainhig](https://forums.plex.tv/u/brainhig)\ **Post date:** [October 7, 2022, 2:13pm UTC](https://forums.plex.tv/t/new-server-install-will-not-complete-setup-after-wiping-previous-install/813833/3 "2022-10-07T14:13:59Z")
Thank you for the tips. I actually have tried all of the non-Safari browsers I could get my hands on. But I tried Safari just now and get the same results. I actually trashed the prefs file instead of running defaults delete on it. And I just realized that when I start the PMS app, no plist is being created. Perhaps because it’s not completing the setup?? I would have expected that it would at least create that domain plist with the basics when it starts up. I created a new blank one with the defaults command, after which the server writes some machine identifiers into it, but nothing has changed with the setup process. Still stuck! ---
**Author:** ![nibbles](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/nibbles/32/150497_2.png) [@nibbles](https://forums.plex.tv/u/nibbles)\ **Post date:** [October 7, 2022, 5:08pm UTC](https://forums.plex.tv/t/new-server-install-will-not-complete-setup-after-wiping-previous-install/813833/4 "2022-10-07T17:08:35Z")
You’ve done what I would have done, and we know a lot more. Please confirm you followed the exact steps I listed and used private browsing Incognito Mode. The plist would not exist on a new macOS. So it’s appropriate to trash it as part of an uninstall. Now that you’re stuck again, let’s see what’s logged. 1. In Finder navigate to `~/Library/Logs` 2. Two finger click on a Touchpad or right-click using a mouse on `Plex Media Server` 3. Choose the menuitem → `Compress "Plex Media Server"` 4. It will create a `Plex Media Server.zip` file in the same folder. 5. Drop that zip file into your reply here to attach it. Thanks! ---
**Author:** ![brainhig](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/brainhig/32/335513_2.png) [@brainhig](https://forums.plex.tv/u/brainhig)\ **Post date:** [October 7, 2022, 8:19pm UTC](https://forums.plex.tv/t/new-server-install-will-not-complete-setup-after-wiping-previous-install/813833/5 "2022-10-07T20:19:17Z")
Well, digging further into the log directory, now I know where all the juicy details are! There are definitely critical errors in the system log. But, I have no idea what most of it means, of course. Attached is the zipped up Logs directory. [Plex Media Server.zip](https://forums.plex.tv/uploads/short-url/2cW9AKcrdH0hE3io116ijAsMgG5.zip) (394.4 KB) Thanks for any help you can give! ---
**Author:** ![nibbles](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/nibbles/32/150497_2.png) [@nibbles](https://forums.plex.tv/u/nibbles)\ **Post date:** [October 7, 2022, 9:49pm UTC](https://forums.plex.tv/t/new-server-install-will-not-complete-setup-after-wiping-previous-install/813833/6 "2022-10-07T21:49:22Z")
Thanks for what you uploaded. I can see the errors, but you didn’t reply to: > [@nibbles](#): > > Please confirm you followed the exact steps I listed and used private browsing Incognito Mode. * * * @FordGuy61 Do you have a few minutes to assist? The user’s install of PMS to an older macOS 10.12.6 is going perfectly well until part way through setup when the web browser asks for `/:/prefs` but he gets an Error 500. This all started with a need to reclaim a server that ended up in a complete uninstall. ```auto Oct 07, 2022 13:59:10.994 [0x70000cb69000] DEBUG - WebSocket: Performing handshake from origin http://127.0.0.1:32400 Oct 07, 2022 13:59:10.994 [0x70000c95d000] DEBUG - Request: [127.0.0.1:49541 (Loopback)] PUT /updater/check?download=0 (9 live) #170 GZIP Oct 07, 2022 13:59:10.994 [0x70000cb69000] DEBUG - Beginning read from WebSocket Oct 07, 2022 13:59:10.994 [0x70000c95d000] DEBUG - [Req#170] AutoUpdate: requesting check endpoint: /updater/products/5/check.xml?build=darwin-x86_64&channel=16&distribution=macos&version=1.29.1.6276-4a96dd5b1, download: NO Oct 07, 2022 13:59:10.994 [0x70000c95d000] DEBUG - [Req#170] Downloading document https://plex.tv/updater/products/5/check.xml?build=darwin-x86_64&channel=16&distribution=macos&version=1.29.1.6276-4a96dd5b1 Oct 07, 2022 13:59:10.994 [0x70000c95d000] DEBUG - [Req#170/HCl#88] HTTP requesting GET https://plex.tv/updater/products/5/check.xml?build=darwin-x86_64&channel=16&distribution=macos&version=1.29.1.6276-4a96dd5b1 Oct 07, 2022 13:59:11.011 [0x70000cae6000] DEBUG - Request: [127.0.0.1:49542 (Loopback)] GET /activities (9 live) #16b GZIP Oct 07, 2022 13:59:11.011 [0x70000c64b000] DEBUG - Completed: [127.0.0.1:49542] 200 GET /activities (9 live) GZIP 0ms 350 bytes (pipelined: 3) Oct 07, 2022 13:59:11.415 [0x70000cb69000] DEBUG - Request: [127.0.0.1:49542 (Loopback)] GET /:/prefs (9 live) #173 GZIP Oct 07, 2022 13:59:11.416 [0x70000cb69000] ERROR - Got unknown exception from request handler Oct 07, 2022 13:59:11.416 [0x70000c64b000] DEBUG - Completed: [127.0.0.1:49542] 500 GET /:/prefs (9 live) GZIP 1ms 405 bytes (pipelined: 4) ``` ---
**Author:** ![brainhig](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/brainhig/32/335513_2.png) [@brainhig](https://forums.plex.tv/u/brainhig)\ **Post date:** [October 7, 2022, 10:14pm UTC](https://forums.plex.tv/t/new-server-install-will-not-complete-setup-after-wiping-previous-install/813833/7 "2022-10-07T22:14:23Z")
Yes, I did exactly as you described. I used Safari, as you suggested, in private browsing mode after clearing all history. This is on macOS 10.12.6 ---
**Author:** ![nibbles](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/nibbles/32/150497_2.png) [@nibbles](https://forums.plex.tv/u/nibbles)\ **Post date:** [October 7, 2022, 10:28pm UTC](https://forums.plex.tv/t/new-server-install-will-not-complete-setup-after-wiping-previous-install/813833/8 "2022-10-07T22:28:14Z")
thanks for the correction, 10.12.6 fixed above. ---
**Author:** ![FordGuy61](https://avatars.discourse-cdn.com/v4/letter/f/22d042/32.png) [@FordGuy61](https://forums.plex.tv/u/FordGuy61)\ **Post date:** [October 8, 2022, 2:40am UTC](https://forums.plex.tv/t/new-server-install-will-not-complete-setup-after-wiping-previous-install/813833/9 "2022-10-08T02:40:02Z")
I’m not sure what is happening. I installed PMS 1.29.1.6276 on my 2011 MacBook Pro (i5-2415M). It is running macOS 10.13.6 and has Safari 13.1.2. It wasn’t the fastest, but the installation was straightforward. It proceeded normally and let me claim the server and get to server settings. This was using Safari. macOS did flag Plex Media Server when I launched it the first time. I went to System Preferences → Security & Privacy, granted permission, and PMS launched OK. I looked at `Plex Media Server.log` on my system. Other than the` GET /:/prefs` returning 200 instead of 500, there were no major differences. There are problems using Safari on macOS 10.11 and 10.12 systems. The navigation bar in Plex Web is not available ([thread](https://forums.plex.tv/t/navigation-bar-is-broken/797887)). However, I’ve no idea if this would affect initial setup of PMS. Wish I could be of more help. ---
**Author:** ![brainhig](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/brainhig/32/335513_2.png) [@brainhig](https://forums.plex.tv/u/brainhig)\ **Post date:** [October 8, 2022, 5:55pm UTC](https://forums.plex.tv/t/new-server-install-will-not-complete-setup-after-wiping-previous-install/813833/10 "2022-10-08T17:55:48Z")
It’s definitely something introduced in the last couple of versions. I went back to Version 1.23.0.4438 and started fresh. Everything works as expected. The 6276 build works fine on my 10.11.6 machine . I will push the version forward to the time shortly before the buggy build that failed to start on 10.11 and 10.12 and see how that behaves. Then I’ll install 6276 again and see if my server goes unclaimed. ---
**Author:** ![brainhig](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/brainhig/32/335513_2.png) [@brainhig](https://forums.plex.tv/u/brainhig)\ **Post date:** [October 9, 2022, 12:27am UTC](https://forums.plex.tv/t/new-server-install-will-not-complete-setup-after-wiping-previous-install/813833/11 "2022-10-09T00:27:35Z")
I will stay at 1.28.2.6151 for now. I heard from @cgatesman that he had the same problem I did, and when he updated all the way to 6276 after reverting, the unclaimed server/server settings unavailable issue returned. It’s obvious that there is an issue with the 6276 build on our two machines (at least). ---
**Author:** ![rainwarrior](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/rainwarrior/32/276597_2.png) [@rainwarrior](https://forums.plex.tv/u/rainwarrior)\ **Post date:** [October 26, 2022, 6:37pm UTC](https://forums.plex.tv/t/new-server-install-will-not-complete-setup-after-wiping-previous-install/813833/12 "2022-10-26T18:37:57Z")
I am having the exact same problem as described in the OP. After running the server update yesterday, I could no longer access server settings and the media library wasn’t updating. After doing a complete uninstall (as described, deleting folders, defaults command, removing application, rebooting, several times.) Trying to reinstall now 1.29.1.6316-f4cdfea9c i simply can’t get past the “Server Setup” webpage. Just a spinning icon when I click next. How can I return to a previous version of the software? I can’t see an option for previous versions on the download page. ---
**Author:** ![rainwarrior](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/rainwarrior/32/276597_2.png) [@rainwarrior](https://forums.plex.tv/u/rainwarrior)\ **Post date:** [October 26, 2022, 9:29pm UTC](https://forums.plex.tv/t/new-server-install-will-not-complete-setup-after-wiping-previous-install/813833/13 "2022-10-26T21:29:43Z")
I found links to older versions. 1.27.2.5929 seems to be working okay. Have lost all of my watched/in-progress information. I guess I’ll skip the current update and hope the next one is fine. ---
**Author:** ![FordGuy61](https://avatars.discourse-cdn.com/v4/letter/f/22d042/32.png) [@FordGuy61](https://forums.plex.tv/u/FordGuy61)\ **Post date:** [October 26, 2022, 9:47pm UTC](https://forums.plex.tv/t/new-server-install-will-not-complete-setup-after-wiping-previous-install/813833/14 "2022-10-26T21:47:31Z")
> [@rainwarrior](#): > > Have lost all of my watched/in-progress information. That information is stored in the database in the [Plex Data Folder](https://support.plex.tv/articles/202915258-where-is-the-plex-media-server-data-directory-located/). If you have a backup copy of the database (via Plex scheduled tasks, Time Machine, etc), you can use it to restore some of the information. See [Restore a Database Backed Up via ‘Scheduled Tasks’](https://support.plex.tv/articles/202485658-restore-a-database-backed-up-via-scheduled-tasks/). It references backups made by Plex, but you can use backups made by other methods as well. Note that Plex Media Server would need to be stopped when the Time Machine, or other non-Plex scheduled task, backup was made. Otherwise the database would still be open and the backup may be corrupt. Also, consider enabling the new Sync Watch State capability. It tracks watch status across all servers to which you have access, including those shared with you. It won’t help with your current problem, but it can help if you run into a similar situation in the future. See [Sync Watch State and Ratings](https://support.plex.tv/articles/sync-watch-state-and-ratings/). ---
**Author:** ![nibbles](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/nibbles/32/150497_2.png) [@nibbles](https://forums.plex.tv/u/nibbles)\ **Post date:** [October 26, 2022, 10:40pm UTC](https://forums.plex.tv/t/new-server-install-will-not-complete-setup-after-wiping-previous-install/813833/15 "2022-10-26T22:40:16Z")
> [@rainwarrior](#): > > I found links to older versions. 1.27.2.5929 seems to be working okay. @rainwarrior Will you confirm if 1.27.2.5929 is the newest one that installed smoothly? I’ve been suggesting the stable 1.28.2.6151 universal but can’t test it. @FordGuy61 do you have a hash for the 1.27 version? I never downloaded it. Thank you sir. ```auto shasum PlexMediaServer-1.27.2.5929-a806c5905-x86_64.zip ``` ---
**Author:** ![rainwarrior](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/rainwarrior/32/276597_2.png) [@rainwarrior](https://forums.plex.tv/u/rainwarrior)\ **Post date:** [October 26, 2022, 10:49pm UTC](https://forums.plex.tv/t/new-server-install-will-not-complete-setup-after-wiping-previous-install/813833/16 "2022-10-26T22:49:36Z")
@FordGuy61 Deleting the [Plex Data Folder](https://support.plex.tv/articles/202915258-where-is-the-plex-media-server-data-directory-located/) was the first step given in the uninstall instructions, unfortunately. Maybe it would be a good idea to add “back up this folder before deleting it” to those instructions. ☹ Are backups something that have to be enabled specially, or would they be on by default? @nibbles All of the installers would crash some time after copying itself to the applications folder. I tried a couple, but with so many steps involved in force quitting PMS, deleting 3 special folders, rebooting, etc. it’s possible I hadn’t done it right. All I can confirm is that 1.27.2.5292 works. It’s possible that one of the later versions would also work (but 1.29.1.6316 definitely does not). I don’t have time to investigate each one of them at the moment. ---
**Author:** ![nibbles](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/nibbles/32/150497_2.png) [@nibbles](https://forums.plex.tv/u/nibbles)\ **Post date:** [October 26, 2022, 11:03pm UTC](https://forums.plex.tv/t/new-server-install-will-not-complete-setup-after-wiping-previous-install/813833/17 "2022-10-26T23:03:38Z")
Thanks I know what you mean by the work involved in trying different versions. We all appreciate what you found. ---
**Author:** ![rainwarrior](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/rainwarrior/32/276597_2.png) [@rainwarrior](https://forums.plex.tv/u/rainwarrior)\ **Post date:** [October 26, 2022, 11:18pm UTC](https://forums.plex.tv/t/new-server-install-will-not-complete-setup-after-wiping-previous-install/813833/18 "2022-10-26T23:18:03Z")
I tried just replacing the app with 1.29.0.6244 (not deleting folders, etc. just causing PMS to quit, replacing the app in Applications, and running). It seems to work fine. So, I think everything worked for me up until 1.29.1.6316 After I ran the last update (launched from the webpage), my media library stopped updating, and I couldn’t access the server settings via the webpage. That’s what caused me to try doing a complete uninstall/reinstall in the first place, after which I couldn’t get through the setup process. ---
**Author:** ![FordGuy61](https://avatars.discourse-cdn.com/v4/letter/f/22d042/32.png) [@FordGuy61](https://forums.plex.tv/u/FordGuy61)\ **Post date:** [October 27, 2022, 2:37am UTC](https://forums.plex.tv/t/new-server-install-will-not-complete-setup-after-wiping-previous-install/813833/19 "2022-10-27T02:37:03Z")
> [@rainwarrior](#): > > Are backups something that have to be enabled specially, or would they be on by default? Configured in Settings → Scheduled Tasks → Backup database every three days. Unsure if on by default. It is enabled on my servers, but I might have done that manually. > [@nibbles](#): > > do you have a hash for the 1.27 version? I don’t. I only have the 1.29.1.6276 and .6316 downloads. ---
**Author:** ![rainwarrior](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/rainwarrior/32/276597_2.png) [@rainwarrior](https://forums.plex.tv/u/rainwarrior)\ **Post date:** [November 12, 2022, 4:27am UTC](https://forums.plex.tv/t/new-server-install-will-not-complete-setup-after-wiping-previous-install/813833/20 "2022-11-12T04:27:28Z")
Does anyone know if the issue was fixed with 1.29.2.6334? [Next page](https://forums.plex.tv/t/new-server-install-will-not-complete-setup-after-wiping-previous-install/813833.md?page=2)