Plex Not Authorized error

[Michs342]

Trying to help a friends father that tried to Install Plex on his Synology DS216Play. He is getting some very weird behavior from Plex after the installation. He is getting a Not Authorized message that tells him he can possibly claim it:

But there is no way to access Settings to claim the server and looking at the Support article linked it talks about removing some lines from the Preferences.xml, but these lines are not in the current xml:
Preferences.xml.txt (343 Bytes)

When looking at Plex in Synoloyyg Package center it also looks weird. Plex is shown in the Installed section of the Package center as if the package is installed and running, but when entering the page it shows this:

Almost like it isn’t installed at all. If I click Install, Update, Repair, Open, Cancel or Update automatically in the drop-down menu nothing happens. If I click Run, Stop or Remove it closes the drop-down menu but nothing happens.

I’m at a loss to what could be causing this and re-installing on top of it has not solved the issue. I can also not uninstall it as the Remove option doesn’t work.

Any ideas on what might be causing this issue and how to solve it would be appreciated.

Server Version#:1.41.2.9200
DSM Version #: 7.1.1-42962 Update 7

[ChuckPa]

Those lines in Preferences.xml are showing a completely empty (non-claimed) server.

Given this is a Synology. if you’re using DSM 7.

1. Uninstall the package (KEEP option)
2. Reinstall the same SPK file
   – EXCEPT
3. Use the Plex Claim Token option
   – Get the Plex Claim Token via the hyperlink provided
4. Paste the token into the form
5. Complete installing (the token is valid for 4 minutes. hurry)
6. If the Syno is connected to the internet correctly, it will show your Plex Username and Email when completed.

[Michs342]

Hi ChuckPa,

The issue is that I cannot Uninstall as the Remove/Uninstall option in Synology Package center doesn’t do anything when using it. It looks like Plex is some weird state between installed and not installed.

This is a clean new install of Plex on a machine and account that have never used Plex before. So we can basically do everything needed to get this fixed. I would like to avoid resetting the Synology to factory default if that can be avoided, but if that is the only other way to uninstall Plex and try again so be it.

[FordGuy61]

You are running into the problem caused by DSM 7.1.1 Update 7, which messed up Package Center.

It is possible to stop/uninstall Plex Media Server using the Linux CLI (via SSH).

Plex Media Server can then be re-installed using Synology Package Center.

This will let you claim the server using the Plex Claim Token option.

I tested this on my DS414 running DSM 7.1.1 Update 7.

Preparation

Have the correct version of Plex Media Server downloaded from plex.tv.
Need the NAS admin account password (admin authority required to stop/uninstall packages)…

Open an SSH session to the NAS.

PC: c:\ssh user@IP
Mac: Open a Mac terminal window and enter the ssh user@IP command.

user = DSM login (must belong to Administrators group in DSM).
IP = IP address of NAS

example: ssh tom@192.168.1.49

Stop Plex Media Server

Issue this command via the CLI: sudo synopkg stop PlexMediaServer
You will be asked for the admin (root) password.

Uninstall Plex Media Server

Issue this command via the CLI: sudo synopkg uninstall PlexMediaServer
This removes the application. The Plex Data Directory and media files are not touched.
It will no longer appear in Synology Package Center.

Remove server from Authorized Devices

Go to Authorized Devices. If the server is listed, remove it.

Re-install Plex Media Server

Manually install Plex Media Server using the Synology Package Center.

When presented with Installation Options, choose the Plex Claim Token option (screenshot below).
Click on “Get Claim Token” to obtain the token, paste it into the Claim Token box, click Next to proceed.
If successful, you will see “successfully claimed by [username]”.

You should then be able to login to Plex and access server settings: https://nas_ip_address:32400/web.

[Michs342]

Thanks a lot. Uninstalling through SSH worked like a charm. Everything is up and running now.

Talking with my friend and his father it seems they somehow managed to run through the first installation with the wrong armv7 package. That might be what had caused the issue.