Plex Pass Lifetime Account – Server Not Recognized After Breach / 2FA

Plex Media Server
1

Server Version#: Unknown – unable to access PMS
Player Version#: Web App (latest)

Hello Plex Support,

I need help recovering my original Plex Pass Lifetime account (elpage@gmail.com).

  • Account: Plex Pass Lifetime since 2012

  • Problem: After the recent security breach, I was forced through password reset and 2FA. I can log in to the Plex website, but my server does not appear / cannot be claimed.

  • Attempts:

    • I tried a second account (pageplex2000@gmail.com) just to test, but that account does not have my Plex Pass, and I do not want to use it.

    • Edited Preferences.xml and reset the database following support articles.

    • Still get “No server available” / no claim prompt.

For your review, here are my backup files:

  • Preferences.xml: [Google Drive link here]

  • Database backup: [Google Drive link here]

Can you please help me reconnect my server to my original Plex Pass account (elpage@gmail.com) or re-issue a proper claim token so I can get my Plex Media Server active again?

Thank you,
Lee

Please help me restore my server under my lifetime Plex Pass account.

Thank you!

Lee


Moderator Edit: Removed Google Drive links. @FordGuy61

2

Don’t post your database or preferences.xml.

When you changed your Plex password it unclaimed your server (that’s how Plex works).

You need to re-claim the server.

Please verify on which platform you are running Plex Media Server.

You tagged the post server-windows. However, PMS on Windows does not have a preferences.xml file. It uses the Windows registry instead.

Also, what do you mean by “reset the database”?

Edit:

Point a browser at the IP address of the server: http://pms-ip-address:32400/identity.

If Plex Media Server is running, you should see one line of XML. It will contain claimed=0 (unclaimed) or claimed=1 (claimed). It will also display the Plex Media Server version.

Please report back whether or not the server is claimed and the PMS version.

3

Thanks for your response.

machineIdentifier=“2d53ca3cd45017f086834a77d301e0a98dde55c8”

version=“1.42.1.10060-4e8b05daf”

It is claimed=“1” but the select server didn’t pop up and allow me to retrieve my server.

Also, what do you mean by “reset the database”? (I was referring to the server appearing so that I can re add my library)

4

Windows 11

5

Thanks for the update. Good that the server is claimed.

Check the list of Authorized Devices. If any old servers are listed, remove them. Do not delete your current server or you will have to reclaim it.

Then login to the server using the IP address, http://pms-ip-address :32400/web (not app.plex.tv), and click on the wrench icon (settings). Is the server listed on the left, under the Plex Web section?

The libraries should still be present in the database. Changing a password / reclaiming a server does not touch that part of Plex.

6

In answer to what do you mean by “reset the database” I’m sorry. I meant my library in Plex Media Server, aka Page Plex, are not appearing in the left column of Plex with the labels of TV Now or Cine NOW, etc. .. In the process of changing the password, after I would get a new password to work, a pop up would come to request i select my Server. That is not happening.

I really appreciate your help. I’m lost without my Plex.

7

There were two servers I removed one and no server shows up in the left column. Rebooted still no server available.