No soup for you - cannot access my server

Plex Media Server Desktops & Laptops
1

Server Version#: 1.13.7.5369
Player Version#: 3.71.1 in chrome/firefox/…

After growing tired of seeing PMP errors in my logs (I don’t use NAT) I decided to try to use manual port assignment. It seems to work just fine on my server, but seems to announce incorrect ip/port to plex servers rendering my instance unavailable. Further, I’m unable to reconnect after removing the entries from Preferences.xml.

Relevant output:

  1. Network interfaces:
# sockstat -l4 | grep plex
plex     Plex Tuner 893   13 tcp4   127.0.0.1:32600       *:*
plex     Plex Scrip 804   5  tcp4   127.0.0.1:10007       *:*
plex     Plex Media 609   59 tcp4   *:32400               *:*
plex     Plex Media 609   60 tcp4   127.0.0.1:32401       *:*
plex     Plex Media 609   70 udp4   *:1901                *:*
plex     Plex Media 609   77 udp4   *:24257  *:*
  1. Preferences
$ xmllint --xpath 'Preferences/@ManualPortMappingPort|Preferences/@ManualPortMappingMode' Preferences.xml 
ManualPortMappingMode="1" ManualPortMappingPort="32400"
  1. log output
# grep 'ip=' Logs/Plex\ Media\ Server.log
Sep 25, 2018 17:40:33.067 [0x80dd32f00] DEBUG - MyPlex: Sending Server Info to myPlex (user=xxx@yyy.zzz, ip=, port=0)
2

Actually, I can’t get the server up and running at all now. I’ve tried resetting preferences but attempting to access the web interface straight to server or via app.plex.tv doesn’t show it at all.

Edit: I can see it showing up as part of my devices but it is flagged as offline.

3

So, just updated to 1.13.8.5395-10d48da0. Still nothing. If I browse direct to the server, it also tells me I can’t reach the server so something is definitely up. Attaching debug logs (pulled via ssh since I can’t reach the server). Anyone knows how I can reach plex devs?

[edit: removed attached logs for privacy reasons]

4

Just to be blunt, here’s a screenshot from logging into /web/ on the server and attempting to list my devices. As previously said; the web interface of the server itself tells me there is no server…
59%20AM

5

This is getting frustrating… I have now:

  • removed preferences.xml
  • removed my server from authorized devices
  • emptied cache on the server (cloudaccess.dat, cloudaccount.dat)
  • attempted to access my server directly without being logged into plex.tv

…and it STILL says that there is no server attached. The only difference is that I now can’t see it in my authorized devices list.

6

So. I assumed the “setup” was assumed through localhost and tunneled to my server. I finally get to the “unclaimed” state, but the second I hit claim I loose access to the server. I’ve made sure I have removed my credentials from Preferences.xml but that doesn’t seem to matter. At this stage I’m not sure how to proceed from a debugging perspective. I also would appreciate mods input and not just my own.

7

So, I again had some time to play around. This time I killed preferences.xml completely and removed the server from my devices.

I then attempted to set up plex via tunnelling local access (since this is a remote server only). Turns out, there is a problem with setting up your server via Firefox. When attempting to log in with my account I got redirected back to a page saying “Error: something went wrong when logging in” which made me look at logs:

Oct 10, 2018 22:55:00.260 [0x80b2ac200] DEBUG - (Capabilities) Platform 'Firefox' not matched by plugin platform requirements
Oct 10, 2018 22:55:00.261 [0x80b2a9500] DEBUG - Completed: [127.0.0.1:50923] 200 GET / (6 live) GZIP 1ms 1511 bytes (pipelined: 3)
Oct 10, 2018 22:55:00.277 [0x80b2ac200] DEBUG - Request: [127.0.0.1:59830 (Loopback)] GET / (6 live) GZIP
Oct 10, 2018 22:55:00.278 [0x80b2ac200] DEBUG - (Capabilities) Platform 'Firefox' not matched by plugin platform requirements
Oct 10, 2018 22:55:00.279 [0x80b2a9a00] DEBUG - Completed: [127.0.0.1:59830] 200 GET / (6 live) GZIP 1ms 1511 bytes (pipelined: 4)
Oct 10, 2018 22:55:00.623 [0x80cc5ba00] DEBUG - Request: [127.0.0.1:50923 (Loopback)] GET /:/prefs (7 live) GZIP
Oct 10, 2018 22:55:00.626 [0x80b2ac200] DEBUG - Request: [127.0.0.1:59830 (Loopback)] GET /status/sessions (7 live) GZIP
Oct 10, 2018 22:55:00.626 [0x80b2ac200] DEBUG - [Now] Adding 0 sessions.

..after switching to Chrome I was able to set the machine up and can finally view the library through the tunnel. At this stage, it looks like “remote access” doesn’t work (ip’s obscured via web inspector):

09%20PM
09%20PM1017×492 127 KB

This is confusing since I have no issues at all visiting the server via said ip publicly. I have a public IP and no firewalling enabled whatsoever.

Input much appreciated although I’m loosing hope for any people to actually provide it.

8

After restarting, the remote seems to work and I can again access it via app.plex.tv.

The takeaway here seems to be:

  1. don’t mess with manual port mapping unless you have to
  2. Firefox as a client during setup will not work and you most often won’t know why. It ruined both access levels and session tokens for me.
9

Interestingly enough I’m having the same (or very similar) issue as you.

At some point in the past weeks, maybe due to an update, I lost access to my remote Plex server running on a headless Ubuntu install. It stopped being visible from any and all clients for no apparent reason.

The service itself seems to be running properly. I updated the server to the latest PlexPass release. I created an SSH tunnel and was able to access the server via the HTTP page. But nonetheless the server itself is not listed on its very own drop-down list.

As it was still listed under “authorized devices” I decided to delete it from there to see what happened. I had to restart the server service for that change to have an effect but to my surprise I could again see the server and all its shares! And also on the top of the page the expected “there is an unclaimed server”.

Then I did the obvious: pressed the “claim” button, that redirects on to the General settings tab, and pressed the “claim server” button. Once the wheel stops spinning I lose all access to the server once again and get the “No soup for you, You do not have access to this server” presented on screen. :frowning:

Even though the guides indicate that once the “claim server” button is pressed one should be asked to login with one’s Plex account, that doesn’t happen to me. Maybe because I already had to login to get into the server in the first place? I’m unsure…

But also, I have no clue about what to do now. Any suggestions?

1 Like
10

I had hopes that these procedures would help but nope:
https://support.plex.tv/articles/204281528-why-am-i-locked-out-of-server-settings-and-how-do-i-get-in/

11

First of all, you’re almost there.

  1. As general advice, don’t use firefox. The sign on is broken (for unknown reasons, after switching and doing below it started working for me). Chrome is unfortunately the “safe” option.
  2. You need to tunnel to your server since plex won’t allow you via their Trust Model (“localhost”). Make sure you use 127.0.0.1 when accessing through tunnel in your browser as well.
  3. Start with a fresh preferences.xml. Add as required but preferably post “it works”. And for the love of god avoid manual port mapping.
  4. Rename your server. I’m not sure it is required, but did so part of my troubleshooting.
  5. Finally, restart your server and make sure you have no active sessions in your browser.
  6. Go through the claim process and you should be set.
  7. (Don’t expect much support outside of community)

Let me know how you go.

12

After a few months I decided to try again… And finally I got it to work and can see the server from app.plex.tv! \o/

Thanks a lot for your suggestions @jonnii! It was 2. (use tunneling) and 3. (wipe current preferences.xml) that made the difference! Now I only have to figure out all that was reset in terms of my previous settings…

13

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