Plex cannot claim server and cannot log into support forum

Plex Media Server Desktops & Laptops
1

Server Version#: 1.40.4.8679
Player Version#: 1.99.0.210-2d92b948
<If providing server logs please do NOT turn on verbose logging, only debug logging should be enabled>

Out of nowhere about 5 days ago I got a message about my server is unclaimed and unsecure, when i click the claim server button it does nothing, i have searched for answers but the only ones ive seen are either for macs or not explaining (to a non techie) what to do, i read it might be an issue with DNS but dont know what that is, let alone how to resolve it.

Ive had to create a new login and use phones wifi to post this as When i try on anything linked to my home broadband i get ‘your connection is not private’

Please help, and any advice give guidance to where i am clicking and what it means please :pray:

2

You could take a look into the Windows registry,
or in the server log files ~3 minutes after starting Plex server.
This should tell you which username/email address was used to claim your server.

Here is how to access the server’s log files manually: https://support.plex.tv/articles/200250417-plex-media-server-log-files#toc-1

Check your email inbox for mail from plex.tv. look in the Spam/irrelevant folders as well. It might be that someone got access to your user account and changed the associated email address. When that happens, plex is sending a warning per email with a link to revert this change.

Once you have found out the old email (given that the account was NOT capered), you can reset the plex account association of your existing server using this procedure: You need to reclaim your server, but don't dare to touch the Windows Registry
Don’t miss to read the linked procedure on how to now claim a server on Windows.

3

Thanks for your response

I found the logs folder, within it are 2 more folders (installer logs and pms plugin logs) and 72 text documents, i opened one of the six files named plex media server and saw no email or username (however i do know my email and username i used to register) i do notice lots of errors saying @failed to retrieve pin -60”

I see no emails from plex.tv.

Should i still attempt to reset the plex account as per your additional link?

4

Yes, this would be the next logical step.

5

I followed the steps (copy code as .reg file and execute) when opening plex from taskbar it opens up the browser showing plex screen and says ‘getting ready’ with the soinning loading circle but still the same after 15mins so left it overnight, 8hrs later still says getting ready :melting_face:

6

Please read the linked article about New Claiming Requirement for Windows

7

I followed the steps at “ What if the “Open Plex” button doesn’t claim the server or I can’t get to the UI to click it?”

And unfortunately its doing the same thing, opened the link on my laptop, plex screen but a circle whirring around doing nothing :exploding_head:

8

Which web browser is used?
Any web browser add-ins installed?
Is there VPN software on the computer?
Do you use 3rd-party anti virus or firewall software?
Is there an internet filter appliance in the network? (pi-hole, privoxy etc.)

9
  • Laptop browser is Google Chrome, also tried Microsoft Edge, only extension is “google docs offline”
  • Main PC browser is Google Chrome with extensions of application launcher for drive, duckduckgo, google docs offline, history autodelete
  • No VPN
  • Free versions of AVG and CCleaner
  • I have no idea what an internet filter appliance is, so if this is something i would of had to install then the answer is no.
10

disable that for now

get rid of ccleaner, it usually does more damage than good.

disable avg at least temporarily.
does it do anything better than windows defender?
(apart from incessantly reminding you about what a good job it does by warning you about trivial things)
Consider getting rid of it as well.

Now try again to claim your server.

11

Thanks for your quick responses, ive done all that and still just plex screen within chrome with a circle loading symbol spinning around.

12

Try setting a custom DNS server, either

  • for your whole local network (in the LAN settings on your router)
  • or for the server machine (in the properties of the network connection in Windows)

Use 1.1.1.1 or 8.8.8.8 as DNS servers.
After setting these, shut down and restart your server machine and try again to claim the server.

13

No idea what a custom dns is, sounds like its getting a bit techie :man_technologist: , but will take a look later, thanks

14

I did the change of dns (8888 and 8884 google) restarted and opened plex media server from taskbar, this time it asked me to log in, then said initalizing plex for 5 minutes then said “something went wrong, make sure your server is available and try again”

However when i clicked on the plex desktop player it now is showing my content! And i can access via my ipad, so it MAY be working although still a strange issue but that doesn’t effect my use

Thankyou, i really do appreciate the help, hopefully this will not happen again

15

Strangely plexamp on my phone now wont log in, but the main issue is fixed :rofl: will attack plexamp another day

16

This topic was automatically closed 90 days after the last reply. New replies are no longer allowed.