Please Help... Unable to access my Plex Media Server after data breach password change!

Plex Media Server Desktops & Laptops
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1

Server Version#: Debian Linux - Plex Version 4.87.2
Player Version#: Web, Roku, everything (nothing is accessing the server any longer)

I’ve tried to follow a number of topics (stopping and starting plex server, rebooting, stopping plex - editing the Preferences.xml - restarting. After years of great Plex usage, I am no longer able to access the server at all. Even locally, the server and content do not show up.

I am in dire need of support - since the data breach password change!

Thanks for any help!

2

Let’s follow the guide linked in the password reset e-mail / the related forum announcement… key task is for you to reclaim your server that was signed out alongside all client apps when you reset your password.

With regards to Linux clients, there’s a helper script that can help you reclaim a server in a few easy steps (also linked in the announcement thread):

3

Thanks for the information. I finally got it working! :slight_smile:
I didn’t have to use the Credential reset utility (editing the Preferences.xml - ‘finally’ worked). Not sure why it didn’t the first couple times, but the last time I tried it, it worked perfectly and I got the server reclaimed! It was weird, the first time or two it tried to claim it but said I didn’t have access to the server. But…it’s working now! All is good!

Thanks so much for the info!! Much appreciated!

4

I did everything that jackmetal did but still can’t access my server even though it shows up under “Authorized Devices”. I’ve rebooted, reinstalled, ran the reclaim procedure but still no luck. I’ve even gone so far as to update my Ubuntu install!!

Plex version: 1.28.2.6106-44a5bbd28

PlexMediaServer

12 minutes ago

1.1

Plex Media Server

Ubuntu 20.04.5 LTS

Linux Ubuntu 20.04.5 LTS 5.4.0-125-generic

5

@rmreese

If you’re using the utility in a terminal window session , as root,
then open the server one time using its LAN IP or http://127.0.0.1 in a private window,

there’s no reason for it not to work unless there is another problem.

If so, a tar.gz of the Logs directory would help … See if we can quickly spot what it is

6

To gather the logs, I am directed to “Settings>Manage>Troubleshooting” but my view of the Settings page, in both the web and desktop (Mac) app, does not show a ‘Manage’ link!

7

@rmreese

I requested tar.gz because tar is native to Linux and you’re in the linux forum.

Sorry if I was too vague.

  1. stop Plex
  2. SSH into the PMS server machine
  3. sudo bash
  4. cd "/var/lib/plexmediaserver/Library/Application Support/Plex Media Server"
  5. tar cf /tmp/PlexLogs.tar.gz ./Logs

The file to share here will be PlexLogs.tar.gz and will be located in the /tmp folder which you can browse to in the upload file selector on that machine.

You probably need to scp the file back to the Mac.

8

PlexLogs-Reese.tar.gz (3.6 MB)

9

Are you on the same subnet with the server?

 30, 2022 07:34:13.981 [0x7f07fa8f71c0] DEBUG -  * 2 enp7s0 (192.168.3.129) (D0-50-99-04-CF-4B) (loopback: 0)

Asking because I see “Rok3” and other devices showing up but see no HTTP connection requests from a Plex/web client.

10

My Ubuntu server IP is 192.168.3.129 and my iMac is at 192.168.3.132 with a netmask of 192.168.3.255

11

This server runs on your iMac ?

I’m a bit confused.

Which machine(s) do you have?

where are you accessing from and where’s the server?

12

The plexserver is running on my Ubuntu server and I’m using my iMac to run the Plex browser/app.

13

I searched your logs. nothing is coming through whatsoever.

Would you please ‘ping’ PMS in the terminal window?

curl http://192.168.3.129:32400/identity

This will report claimed="0" or "1"

0 = unclaimed
1 = claimed

if it comes back unclaimed, we’ll just push the claim token to it and be done.

14

morpheus-3:~ mike$ curl http://192.168.3.129:32400/identity

<?xml version="1.0" encoding="UTF-8"?>

<MediaContainer size="0" claimed="0" machineIdentifier="84f0fc3a939f60b8b95ce1d25f654ec054065cf9" version="1.28.2.6106-44a5bbd28">

</MediaContainer>
15

Outstanding.

Let’s just slam this home .

  1. Keep that command line open

  2. in a browser window: Claim | Plex

  3. COPY the token to the browser clipboard

  4. Within the next 4 minutes (the token expires at 5 minutes)

  5. Claim it

curl -X POST 'http://192.168.3.129:32400/myplex/claim?token=PASTE_TOKEN_HERE'

It will look like:

curl -X POST 'http://192.168.3.129:32400/myplex/claim?token=claim-xxxxxx'

  1. Hit enter.

  2. That token is sent to PMS. PMS talks to Plex.tv

  3. After about 15-30 seconds (often less), you’ll get a whole bunch of XML flying by -or- an error

  4. The XML will finish with </MyPlex>

The server is now reclaimed and ready to go. No additional tasks to perform.
Go kick the tires to be certain

16

all good!! Thanks

17

I have an Nvidia Shield that no longer shows up as a server since the data breach.

I have it hooked up to a TV and can log in there, but when I try to access plex remotely, on the same network, my Nvidia Shield server doesn’t show up. I’m not sure how to access it as I cannot even see it anywhere.

Would appreciate help on this issue

18

@lowedown

Do you use Linux or MacOS on your workstation -or- do you have curl for Windows ?

If so,

Please type:

curl http://ip.addr.of.shield:32400/identity

If it returns an error, the shield PMS is not running at all.

Otherwise, it will return “XML” containing the key variable name

claimed="0"

OR

claimed="1"

Please advise your findings

19

Chuck,
thanks for the reply…shortly after I posted, and without warning, my Plex Server popped up a message that said my server was unclaimed. It gave me the option to claim it, which I did. That fixed the problem. I didn’t need a code or anything.

Not sure why that message popped up when it did as I had been logged in for a while and had been looking around for a while to try to figure out what was going on.

But it’s good now.

Thanks for the quick reply.

1 Like
20

I tried to change my password on my main Plex account but it did not work and I am stuck with and Invalid Credentials message and cannot login.

When I use the forgot password option I never receive the reset email. This to an email address that I know is working, and is the email for the Plex account. This account is also the one with my lifetime Plex pass!

I have tired waiting 24hrs plus in case my IP address has been blocked but still nothing when I repeat the process. Where can you get help? There only seems to be these forums.

Does anyone know how to contact Plex support for help or have suggestions.

Thanks

Joe