Plex Media Server is currently unavailable - QNAP NAS TS-251

[dane22]

@nissensp

Where can I get the PMS logs on the QNAP TS-251?

See: Create a share for Plex Library Directory

Then in the created share, you should find a directory named logs
Zip that, and upload

[nissensp]

I attached the logs.
PMS Logs 2019-11-03.zip (2.8 MB)

[dane22]

Logs incomplete…

Missing files named: Plex Media Server *.log

[nissensp]

Second attempt

PMS Logs 2019-11-03 (2).zip (5.4 MB)

[nibbles]

There’s some aspects of your QTS-4.4.1 install to consider while Dane checks out your logs:

Public Service Announcement: QTS 4.4.1

28 Oct 2019 Per conversation about issues with QTS 4.4.1.1081 and 4.4.1.1101, QNAP has advised Plex that QTS 4.4.1 has been withdrawn back to BETA status for stability and performance reasons. Observed issues: Dashboard fails to populate Network file services I/O performance extremely slow Unexplained system lock-up. Corrective Action Download previous firmware from QNAP if not already resident locally. https://www.qnap.com/en/download Manually install firmware (Control Panel -> Firm…

[dane22]

Please disable IP V6, then reboot your QNAP

Then report back

[nibbles]

It looked as if your default gateway dropped in those screenshots, too.
I would power cycle all the LAN hardware and Internet router.
There are far too many network errors in your log. And one small thing, s large majority of people subscribe to the opinion that a server should have a static IP on your LAN with manual port forwarding from the router if Remote Access is to be used.

[nissensp]

I disabled IP v6. I rebooted the QNAP. No changes.
I changed to fixed IP-address (the same that the dhcp has given). I rebooted the QNAP. No changes.
I believe that the default gateway is still 192.168.0.1.

[dane22]

@nissensp

No changes.

Fresh logs please

[nissensp]

PMS Logs 2019-11-03 (3).zip (5.1 MB)

[dane22]

According to the logs, everything is fine, and your PMS is authenticated fine towards plex.tv

So unless you are not signed in as nissensp in the browser you used towards your PMS, then I can sadly only point towards the post that @nibbles referenced here:
Plex Media Server is currently unavailable - QNAP NAS TS-251

[nissensp]

I appreciate all the help from both of you.

I downgraded the QNAP to v4.3.6.1070 build 20190919. After the reboot, I tried Plex 7 hours later. It worked, and started to scan a library folder. After a short time ( a few minutes), I lost tot connection to Plex.

Patrick

[nibbles]

Now that we have a more solid foundation with 4.3.6-1070, let’s get some fresh logs and see how PMS is starting up.

• Stop PMS using the QNAP AppCenter
• A minute later start it.
• 6 min. later download logs

For sanity sake, let’s get another set of screenshots of your Network & Virtual Switch now that you’ve rolled back to 4.3.6.

It was not normal to see two screenshots from a running system where one lists your default gateway as “None” while the other lists your first NIC. That’s why I’d like you to check your QNAP network setup. Inspect to see if it’s dropping its default gateway repeatedly.

I’m going to continue to suggest on the QNAP you start using a static IP, manually set the default gateway, and manual port forwarding on the router. Does anyone see a downside to that?

Is there any VPN configured on the QNAP now or in the past?

[nissensp]

I never configured VPN on the QNAP or on any other device.

I performed a shutdown this morning, and I started the QNAP a few minutes ago.
Here are the screenshots:

From the logs, you might see that after the reboot I wasn’t able to reach PMS failed. But shortly after, I tried again and it worked. But not for long, because afterwards, it failed again.

After these tests, I stopped PMS and restarted it after 6 minutes. I was not able to reach PMS.

I attached the logs.
PMS Logs 2019-11-04 (1).zip (4.3 MB)

[nibbles]

I didn’t find anything that would indicate it working then failing. The logs show a strangeness where I don’t understand why it claims this SSDP device has the same private address as you NAS has:

Nov 04, 2019 18:12:30.195 [0x7f88b03cd700] DEBUG - NAT: UPnP, found device <http://192.168.0.199:80/description.xml> with private address <192.168.0.200>
Nov 04, 2019 18:12:30.195 [0x7f88b03cd700] DEBUG - NAT: UPnP, not an IGD: <http://192.168.0.199:80/description.xml>.
Nov 04, 2019 18:12:30.206 [0x7f88b03cd700] DEBUG - NAT: UPnP, found device <http://192.168.0.146:80/description.xml> with private address <192.168.0.200>
Nov 04, 2019 18:12:30.206 [0x7f88b03cd700] DEBUG - NAT: UPnP, not an IGD: <http://192.168.0.146:80/description.xml>.
Nov 04, 2019 18:12:30.221 [0x7f88b03cd700] DEBUG - NAT: UPnP, found device <http://192.168.0.146:80/description.xml> with private address <192.168.0.200>
Nov 04, 2019 18:12:30.221 [0x7f88b03cd700] DEBUG - NAT: UPnP, not an IGD: <http://192.168.0.146:80/description.xml>.
Nov 04, 2019 18:12:30.234 [0x7f88b03cd700] DEBUG - NAT: UPnP, found device <http://192.168.0.146:80/description.xml> with private address <192.168.0.200>
Nov 04, 2019 18:12:30.234 [0x7f88b03cd700] DEBUG - NAT: UPnP, not an IGD: <http://192.168.0.146:80/description.xml>.
Nov 04, 2019 18:12:30.234 [0x7f88b03cd700] DEBUG - NAT: UPnP, getPublicIP didn't find usable IGD.
Nov 04, 2019 18:12:30.484 [0x7f88b03cd700] WARN - NAT: PMP, got an error: Not Supported by gateway.
Nov 04, 2019 18:12:30.485 [0x7f88b03cd700] DEBUG - HTTP requesting GET https://81-83-32-227.3b37f48c346f4e46ad94a6a42c6fc65b.plex.direct:32400/identity
Nov 04, 2019 18:12:30.602 [0x7f888f159700] DEBUG - Request: [192.168.0.1:53812 (Subnet)] GET /identity (5 live) TLS GZIP Signed-in
Nov 04, 2019 18:12:30.613 [0x7f88b03cd700] DEBUG - HTTP 200 response from GET https://81-83-32-227.3b37f48c346f4e46ad94a6a42c6fc65b.plex.direct:32400/identity
Nov 04, 2019 18:12:30.613 [0x7f88b2a32700] DEBUG - Completed: [192.168.0.1:53812] 200 GET /identity (5 live) TLS GZIP 10ms 469 bytes

I guess I should ask how you came to choose the 192.168.0.200 address. Was that outside the pool range your router draws from?

Still struggling to understand how a well working system fails after getting it back from the shop, failing in a way where Remote Access works for a short period of time, then stops working. In the very least, I can’t explain why a computer shop would put in 1 piece of 4GB RAM when a dual channel RAM configuration is standard.

It’s a real longshot but did you make any QNAP backups where it saves your configuration by using the Control Panel - Backup & Restore feature?

[nissensp]

I’m not sure anymore why the address is 192.168.0.200 . The address before going to the shop was 192.168.0.243.

No, I never made QNAP backups.

Last Friday, I contacted QNAP support. Yesterday, I received their answer:

Thank you for contacting QNAP support.
From the logs I noticed you have installed a Kingston 4 GB module.
Part Number: 9905603-035.A00G
Unfortunately we cannot support not compatible memory modules.

Please refer to link below for your information.
Thank you.

https://www.qnap.com/en-uk/product/ts-251/specs/hardware

I asked them which memory modules are supported, but I didn’t get an answer yet.

Thank you for your answer. I don’t really understand how a memory module of a A-class brand is not supported by QNAP.
Can you send me the link with the memory modules that are supported?

I ask this because on the page that you sent me, contains a dead link: QNAP RAM Module Installation Guide

Patrick

[nissensp]

Should I change the address to 192.168.0.243 and see what happens?

[nissensp]

This is the answer from QNAP support:

Dear Patrick,
Thank you for the update.
If a module is a A-class brand has unfortunately nothing to do with the compatibility in all models.
There are models which actually are compatible with Kingston.
It’s all related to the hardware specs of the model NAS.
Please refer to link below to our accessories site. You can order from there
to be sure you get the right modules.
Thank you.

QNAP Accessory Store

That’s very expensive memory
I paid 40 euro for 1xGB at the PC shop.

[nibbles]

I would not change the IP address quite yet, as QNAP has indicated you might have memory issues.

Memory and other computer processes use a clock to synchronize the movement of data from CPU to RAM. The module you bought may take 10 clock ticks to make the data available, but QNAP is expecting it to be available after only 8 ticks. That’s what differentiates RAM, the timings to which it can adhere.

When it came to buying RAM for my QNAP, it started with a single 2 GB module. I took that out and installed 2 of the 8GB modules. I made the choice on what worked by reading the Amazon reviews for my NAS, and by reading the QNAP forums.

Please consider returning to your computer store, and inform them that your system is malfunctioning with the new RAM and that the manufacturer says it’s not supported.

A well respected company like Kingston will make this right if you have to call them up and say HELP! It’s what they do all day. Good luck!

[nissensp]

I know that you are right, the speed of memory is very important. The specification about the RAMs are:.
QNAP: 1GB SOD 1.35V PC3-12800 CL11
Kingston: 4GB… … … … …PC3-12800 CL11 204 SODIMM

I’m no expert, but I would say it’s the same.

Is there a utility so that I can check the RAM under heavy NAS conditions?