Plex not loading with new update (Version 1.13.5.5291-6fa5e50a8) on macOS

Plex Media Server Desktops & Laptops
21

I followed the steps, selected a movie, got info, and a Media Info box pops up. However the address in the web browser does not change. I tried different browsers and a different computer. Nothing about tokens shows up.

Here is an example of the address: https://app.plex.tv/desktop#!/server/84e0b575cbfdf35da0ca68c1ed0e4d4078f0d84c/details?key=%2Flibrary%2Fmetadata%2F3386&context=home.movies.recent

When I get info this does not change.

22

Just a quick update from my side. Upgraded again yesterday and surprisingly it worked this time and it hasn’t ‘crashed’ yet. Not sure what caused the problems before, unless there are a several background processes that needs to be completed and take time? I noticed that the web service is not available during the library scan for example that happens 5-10 minutes after plex has been upgraded.

23

May be there is an easier way to find the server token
Get to the plex web page that allows you to download the logs
hover with the mouse on the Download Logs button
Right click and select copy link
paste it into a text file
and extract the X-Plex-Token=xxxxxxxxxxxxxxx string from it so you can use it this browser request when access to the server locks out
http://127.0.0.1:32400/connections?X-Plex-Token=xxxxxxxxxxxxxxxxx

Be careful you do not paste the token into your posts

24

Spoke to early. I got the same problem as before (which I don’t have in the previous version). After some time I get 503 error. A Ongoing streams will continue, but others cannot browse. At this point I cannot quit PMS either, I have to force quit it. Here are my logs
Plex Media Server.zip (3.7 MB)

I hope it helps. I leave it running a bit more, but if continues I will downgrade again until it’s fixed.

25

Ok. I got it now. The server has actually been up and running since yesterday. I am still concerned that it will continue with the same issues if I have to restart my computer or the server for some reason since restarting caused the problems to re-emerge last time.

If there is another lock out I will send the tokens.

26

Thanks for the logs. The 503 responses get returned when the number of queued requests reaches a very high level. This followed a deadlock situation where a thread locked out other threads within the Plex Media Server. This happened around 8:55 pm

Deadlock investigations require a process dump as well as the logs and the output from a specific request that one can make in a browser to get the list of the connections.

Please follow the following steps to capture diagnostics for the next deadlock

Diagnostics for a deadlock / lockout (MacOS)

  1. Prepare yourself by finding the server security token string as it will be needed for the connections list request. To find the token string, see this support article https://support.plex.tv/articles/204059436-finding-an-authentication-token-x-plex-token/
    (You can also find out by hovering mouse on the Download Logs button within Help and right clicking and selecting Copy Link and pasting the url in a text file and extracting the X-Plex-Token= string from it to use later
  2. When the problem occurs (and please wait for sufficient time before capturing diagnostics eg 10 minutes of requests to the server not getting through) , get the output from a specific browser request on the server. In a browser, go to this url http://localhost:32400/connections?X-Plex-Token=xxxxxxxxxxxxxxxxxxxxx where you put the server token string instead of the xxxxxxxxxxxxxxxx. Copy the displayed output to a text file and save
  3. Next is to get a sample process of the Plex Media Server application through Activity Monitor - see https://support.plex.tv/articles/201373203-gather-a-process-dump-or-sample-process/
  4. Restart the server and capture the Plex Media Server zipped logs
  5. Attach all zips and process sample dump captured to a forum post here
  6. Send the text file containing the output from the http://127.0.0.1:32400/connections?X-Plex-Token=xxxxxxxxxxx to me by Private Message

(Test out that you can get the connections list in advance so when the time comes you are fully aware of the syntax and approach)

Thanks

27

Ok. It happened again somewhere during the night. Please find attached the requested info and PM for the other info.

Thanks.Sample of Plex Media Server.txt (321.9 KB)
Plex Media Server Logs_2018-08-22_06-52-42.zip (7.4 MB)

28

Thank you very much. Good diagnostics.
I have checked it and passed it on to the development team

The lockouts started at about 23:47 after running for over 48 hours and built up until 503s started to be returned when over 1000 requests got queued up. The 503s started at 06:15

30

@pekingdutch

If you get another deadlock, could you get me another set of diagnostics - with a slight change to the list of steps in my earlier post here Plex not loading with new update (Version 1.13.5.5291-6fa5e50a8) on macOS

After steps 2 and 3 (for connections and process sample), wait 5 minutes and then repeat steps 2 and 3 - so we have two sets of connections list and two sets of process samples and then proceed to step 4

This is to ensure if we suspect a thread to be hung, it would be confirmed by the 2nd sample

Thank you

31

Just upgraded to 5339. Time the upgrade went smooth with the service being available almost instantly after the upgrade (which was not the case with 5291).

Should I encounter another deadlock I will collect the diagnostics…

32

I did the same. Took a few minutes, but running fine now.

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