# Plex support articles do not help **URL:** \ **Category:** Plex Media Server\ **Tags:** server-synology\ **Created:** [November 9, 2024, 3:27am UTC](https://forums.plex.tv/t/plex-support-articles-do-not-help/894904 "2024-11-09T03:27:59Z")\ **Posts on this page:** 5\ **Page:** 1
**Author:** ![shapter](https://avatars.discourse-cdn.com/v4/letter/s/278dde/32.png) [@shapter](https://forums.plex.tv/u/shapter)\ **Post date:** [November 9, 2024, 3:27am UTC](https://forums.plex.tv/t/plex-support-articles-do-not-help/894904/1 "2024-11-09T03:27:59Z")
Server Version#: 1.41.1.9057-72009057 Player Version#: idk what this means This article [https://support.plex.tv/articles/204281528-why-am-i-locked-out-of-server-settings-and-how-do-i-get-in/](https://support.plex.tv/articles/204281528-why-am-i-locked-out-of-server-settings-and-how-do-i-get-in/) Tells me to open preferences, but … preferences.xml is empty with just what is below. Plex was working for 2 years until i updated, I have learnt my lesson and will never update this again. How in the @_&$^@&_$^do I fix this? ```auto ``` ■■■■■■■ piece of ■■■■ **Moderator edit to show hidden XML** ---
**Author:** ![ChuckPa](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/chuckpa/32/79710_2.png) [@ChuckPa](https://forums.plex.tv/u/ChuckPa)\ **Post date:** [November 9, 2024, 4:04am UTC](https://forums.plex.tv/t/plex-support-articles-do-not-help/894904/3 "2024-11-09T04:04:49Z")
No idea how it happened but what you show here can happen when PMS doesn’t shutdown cleanly. (DSM upgrade or otherwise) Did you also update DSM to 7.2.2 ? Fixing it is trivial. 1. Uninstall the package with the “KEEP” option 2. Reinstall the same SPK again 3. **HOWEVER** – Use the Plex Claim Token option 4. Click 'Get Plex Claim token" 5. In the tab which opens , COPY the token 6. Return to the installer page and PASTE the token into the box. 7. Click NEXT - NEXT - DONE PMS will reinstall **AND** reclaim it for you again. > [@Synology FAQ - Questions, Answers, and How-To's](https://forums.plex.tv/t/synology-faq-questions-answers-and-a-few-how-tos/490215/39): > > FAQ 31: Reset / Reclaim PMS on DSM 7 (Not Authorized - Locked Out) Uninstall the app - Use the first radio button (KEEP) option. Reinstall the same, or newer, SPK (package) version. Select the “Install using Plex Claim Token” button Click the ‘Get Plex Claim Token’ blue hyperlink In the tab which opens, COPY the token it gives you Return to the installation page. You only have 5 minutes. B… ---
**Author:** ![shapter](https://avatars.discourse-cdn.com/v4/letter/s/278dde/32.png) [@shapter](https://forums.plex.tv/u/shapter)\ **Post date:** [November 10, 2024, 12:42am UTC](https://forums.plex.tv/t/plex-support-articles-do-not-help/894904/4 "2024-11-10T00:42:55Z")
@ChuckPa Thanks for the response. I tried that yesterday, I get this message when I tried again. ![Capture](https://global.discourse-cdn.com/plex/original/4X/3/5/a/35a481c976becabb7ccc3bf998c632914ad67112.jpeg) ---
**Author:** ![ChuckPa](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/chuckpa/32/79710_2.png) [@ChuckPa](https://forums.plex.tv/u/ChuckPa)\ **Post date:** [November 10, 2024, 1:14am UTC](https://forums.plex.tv/t/plex-support-articles-do-not-help/894904/5 "2024-11-10T01:14:32Z")
@shapter That error will occur when the installation scripts can’t talk to Plex.tv The most common errors come from configuration / network errors. Go to Control Panel → Network → Network Interface Confirm the primary adapter you’re using has: 1. DNS setting pointed to your modem/router -OR- – 8.8.8.8 -or- 8.8.4.4 -or- 1.1.1.1 -or- 9.9.9.9 2. Make certain the interface is set as the Default Gateway ![Screenshot from 2024-11-09 20-11-09](https://global.discourse-cdn.com/plex/original/4X/9/3/4/93407d0267d88a994ada9531030990790550d159.png) 1. After saving this, open Package Center and confirm the Syno can talk to Synology and get a list of installable packages. (just look at them) 2. If you’ve had to make changes and it now works, repeat the uninstall - install process again using the Plex Claim Token. 3. If not, come back and let me know your status. ---
**Author:** ![system](https://global.discourse-cdn.com/plex/original/3X/2/a/2acb9765406f63293d357b4ec509ec39aa28f2ad.png) [@system](https://forums.plex.tv/u/system)\ **Post date:** [February 8, 2025, 1:15am UTC](https://forums.plex.tv/t/plex-support-articles-do-not-help/894904/6 "2025-02-08T01:15:26Z")
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