Plex shows running but inaccessible

[tothomas]

Server Version#:
Player Version#:

Folks an existing install that seems to have gone south… and not in a good way. Synology shows the package as “running” however it does not load when I browse to my plex nothing is displayed. No idea why. Rebooted the Synology reinstalled the latest from the plex.tv website, nothing I do seems to make it recover.

[tom80H]

How are you trying to access that PMS?
Through plex.tv or the IP address of the NAS itself?
For more help you might need to post some more information on your setup (e.g. server versions etc.).

[tothomas]

PMS access via https locally results in a page isn’t working error
PMS access via plex.tv lets me login but all content is missing, version 4.28.3

[tom80H]

Sounds like it isn’t really running…
What version of Plex Media Server do you have installed? 4.28.3 is the version of the hosted/online Plex Web… that has nothing to do with your actual server.
Did you already try rebooting the NAS?

You’ll need to give some meat to the bone… you’re not even sharing the actual error message you get when trying to open Plex locally

[tothomas]

Yes the NAS has been rebooted, many times. The NAS a synology shows plex as running.

The error is as mentioned, unreachable within the browser there is nothing unique about the message its just the standard browser unreachable message

Installed version per the synology gui is 1.18.8.2527-740d4c206

I am happy to add meat to this bone, however I will need leading questions to help get you what you need.

[tom80H]

what’s the exact URL you use to open Plex locally?
same result for http vs. https?

what Synology model and DSM version are we talking bout?

and last not least… please manually collect the server logs. considering Plex isn’t running for you, you’ll need to check out the Plex data directory on the Synology and zip the Logs folder yourself:
/Volume1/Plex/Library/Application Support/Plex Media Server/Logs

The Plex data directory (/Volume1/Plex/) is hidden by default; you’ll need to grant your user permission to see it in the first place. When done, make sure to remove permissions again for the default user to avoid messing up the data directory

Synology FAQ - Questions, Answers, and a few How-To's

FAQ 19: Setting permissions to allow Plex access to media files Before beginning, it’s important to remember one key point; Plex doesn’t have any special privileges on Synology except for being able to access the Video Transcoding acceleration hardware. It cannot read any of your files unless you expressly grant permission. This is a fundamental principle of Linux (which Synology uses for DSM) Because of how Synology grants permission, access to files is broken into two different …

[ChuckPa]

To add to Tom’s reply:

Manual Log File retrieval is here:

Synology FAQ - Questions, Answers, and a few How-To's

FAQ 1: Gaining access to the Plex logs or when PMS isn’t running / won’t start Your Plex metadata, which is where the logs are stored, is stored out on /volume1 adjacent your content shares. It’s only hidden by default. To make it visible: DSM 7 Control Panel Shared Folders Highlight the PlexMediaServer shared folder EDIT “Permissions” tab Give your Synology username permission to “Read/Write” the share. Save. To manually retrieve the logs: File Station PlexMediaServer share Navigate…

[wimgardin_gmail_com]

Dear support professional,
I have the same issue since a couple of days. And it is not the first time that I cannot access my PMS… very frustrating!! I downloaded the log files: 48 files! Question 1: which file contains clues to the root cause(s) of the current hiccup? Question 2: what are the fixe(s)? Question 3: what can be done (by me or by PLEX) to prevent this from happening again?

Thanks in advance for your support!

Context:

• Error msg is “The server “XYZ” is unreachable. Make sure it’s running, double check your network, and try again.”
• version: PlexMediaServer-1.18.7.2457-77cb9455c-x86_64
• Synology NAS DS218+
• http://app.plex.tv/desktop can be accessed

Sample error msg from log files:
**** Plex Media Server.log
Mar 21, 2020 09:38:59.705 [0x7f96a999a700] WARN - Held transaction for too long (…/Library/DatabaseFixups.cpp:185): 0.120000 seconds
Mar 21, 2020 09:38:59.706 [0x7f96aae1c700] INFO - Refreshing paths watched by LibraryUpdateManager
Mar 21, 2020 09:39:00.675 [0x7f96ab735700] INFO - Sync: downloaded 0 sync list(s) with 0 sync items(s): 0 new, 0 updated, 0 deleted
Mar 21, 2020 09:39:00.676 [0x7f96a8806700] WARN - Sync: local sync directory “/volume1/Plex/Library/Application Support/Plex Media Server/Cache/Transcode/Sync+” does not exist
Mar 21, 2020 09:39:16.084 [0x7f96b89ba700] ERROR - getaddrinfo(xxx-xxx-x-x.abcdefghijklmnopqrstuvwxyz012345.plex.direct) failed: -3
Mar 21, 2020 09:39:16.181 [0x7f96a999a700] ERROR - getaddrinfo(xxx-xxx-x-x.abcdefghijklmnopqrstuvwxyz012345.plex.direct) failed: -3
Mar 21, 2020 09:39:24.373 [0x7f96a9f76700] ERROR - Error issuing curl_easy_perform(handle): 28
Mar 21, 2020 09:39:24.373 [0x7f96a9f76700] ERROR - SSDP: Error parsing device schema for http://xxx.xxx.x.x:1990/37290d8f-e91d-4cd0-bf8f-ac411ef49714/WFADevice.xml
Mar 21, 2020 09:40:09.377 [0x7f96a9f76700] ERROR - Error issuing curl_easy_perform(handle): 28
**** Plex DLNA Server.log
Mar 21, 2020 09:38:59.541 [0x7f9e3b80e700] INFO - Plex DLNA Server v1.18.7.2457-77cb9455c - Synology DS218+ x86_64 - build: linux-x86_64 - GMT 01:00
Mar 21, 2020 09:38:59.542 [0x7f9e3b80e700] INFO - Linux version: DSM 6.2.2.24922-4, language: en-US
Mar 21, 2020 09:38:59.542 [0x7f9e3b80e700] INFO - Processor Intel® Celeron® CPU J3355 @ 2.00GHz
Mar 23, 2020 15:22:12.391 [0x7f9e3a09e700] ERROR - NPT_HttpClient::SendRequest to http://xxxx.0.0.1:32400/photo/:/transcode?format=png&height=260&url=http%3A%2F%2F127.0.0.1%3A32400%2F%3A%2Fresources%2Fdlna-icon-260.png&width=260&X-Plex-Token=xxxxxxxxxxxxxxxxxxxx failed: -20014

[ChuckPa]

Dearest Customer,
Please attach said ZIP file so I may examine the error messages in proper context.

Be advised, I am concerned I do not see DEBUG statements in the above snippet.
DEBUG logging is necessary. (DEBUG logging is the default and does not consume more disk space when enabled)

[wimgardin_gmail_com]

dear sir/madame,
attached you find the requested log files. I am running a standard PMS installation.
Logs.zip (5.4 MB)
Looking forward to your support.