Plex support NON existant for ongoing product issue after migration

General Discussions
1

So I started a Migration on Friday night from win 7 to Win 10… The Plex documentations is useless when it gets to migrations. I have no server working and I am pretty pissed off at the moment as I have burned through tones of time to make this easy. Meaning I did not want to rebuild all my libraries and playlists.

I have had a Plex server and Plex pass for a long time and never had to engage anyone. Now I know you can’t engage anyone they want you to troll forums and burn through more hours.

I want to just be able to import my backed up date and restore everything including play lists and it’s not working. So when you copy the database files it actually creates everything the content play lists etc. and when you the server reboots you end up with 2 server directories and one reachable and the other not. when you remove the inactive duplicate server now you cant update your libraries.

You can’t call any one at Plex, You can’t open a ticket, so why doe I have a Plex pass? Very Very good question. So I opened a billing ticket, response below:

David (Plex, Inc.)

Jan 5, 7:39 PM PST

Hi Gerrie,

This is the billing department, and unfortunately, we can’t provide general support, troubleshooting, or investigation via email, so we handle those requests through our support forums (at https://forums.plex.tv/), which allow for an in-depth investigation into issues by both our staff and helpful community members. Please post your own, specific details about your issue there for assistance. We also encourage you to visit our support site at https://support.plex.tv/articles/, which has quite a bit of information.

Thanks for your interest in Plex!

Gerrie Joubert

Jan 5, 3:15 PM PST

Name: Gerrie Joubert
Plex Email: gerhardt.joubert@gmail.com
Plex Username: Cyberjunky

Message:
I need support and rolling forums for 2 days aint going to cut it. I have been trying to migrate for 3 days my existing Plex DB from win 7 old SSD to a new drive (SSD) to win 10 and the data won’t stick once the server reboots the libraries and everything keeps vanishing.

So your backup restore method doesn’t work and Tell me again why I am paying for Plex Pass subscription if I cant get support?

So I need someone to call me or something as I am getting pretty pissed off with this issue.

This email is a service from Plex, Inc… Delivered by Zendesk.

I guess David is still thinking about forwarding my request to someone else.

I would advise people to think twice about Plex pass cause you don’t get anything for it. There is no value add.

Not very impressed but this experience has me on the hunt for an alternate product or solution.

2
3

Not sure which directory you are referring to but the PMS directory should be copied to the same relative location. To move so it thinks it is the exact same server you need to copy over the registry settings as well.

4

Here is the directory:
C:\Users\Plex_SRV\AppData\Local\Plex Media Server\Plug-in Support\Databases

5

I have kept the Windows server name and Plex server names the same Ip’s the same and yet nothing but trouble

6

Why are you only copying the Database directory? Copy over the entire PMS folder. and you need to copy the registry settings as well if you want it to be treated like the same server.

7

okay, that is not what the migration document you have refers too this is exactly what I am saying. What is considered the PMS directory?

This one?
C:\Users\Plex_SRV\AppData\Local\Plex Media Server

8

Not sure which document you are referring to but this one says to copy the entire directory. https://support.plex.tv/articles/201370363-move-an-install-to-another-system/

yes

9

okay this is different then the other one I have been looking at I will follow these steps and see if we can get this going.

If this does not work then it’s new fresh build install re-create.

Also why do you not have a Import export option where it exports all needed files and import again?

I am 100% I am not the only one that have had issue with this migration before.

10

the database and the preferences is really the bare minimum to use.

the most important thing to do is make a default plex install (and make sure it works) before trying to move any existing db or folders.

because if you can’t get a clean default install to work, you sure aint gonna get a migrated library to work.

11

I entirely agree you with you, why can’t we have simple import/ export options. Loads of people will need to reinstall plex for one reason or another. I have had terrible problems with migration before. It seems that we are getting features thrown at us when the basic software needs improvement.
I had to start afresh and update all the cover errors manually. It took ages
We are not all interested in the intricacies of operating systems and, (yawn), internet settings. Good software will take care of all this without (or with little) ,user intervention.
Like you I am very dissapointed that support tickets cannot be raised and individual queries answered.
I cannot get secure connections to work (i don’t care but wish it would stop trying to default back to them). Cant get it to operate as a remote server (do care I wanted this facility). However you need a degree in internet protocols for that one.
Now I have had to create a 3rd film folder because it no longer recognises films added to the other 2 folders!
Syncing to other devices: depends on the mood the server is in, sometimes works sometimes not!
Its primary purpose is surely that of a home media server and it should be able to do this better. It looks good but is technically flawed.
It a great pity that Plex currently seems to be the best of the bunch (I know what must the others be like!)
Like you I expect more from a paid subscription. Please get the basics right and improve both simplicity and reliability before adding more features!

12

Hi Everyone

Okay so my server is finally up but had many roadblocks to overcome but there is still one issue I don’t seem to be able to resolve and that is that there is a 2nd server that keeps showing up after reboot or if Plex services is stopped and started.

When you remove the unavailable server it works great but if you leave the unavailable server long enough it will change to Indirect and that annoys the crap out of me.

There is going to be a new post I will be starting as still your upgrade doc is not complete. Had to deal with long file names that would not copy and I got a work around for that too.

SO all in all I believe all Plex Pass users should have the ability to open a ticket for further assistance. Most of the folks that own Plex servers are not basic computer users and that being said if we get stuck it’s frustrating at best when we cant get any support. This is my first time in 4 years that I have had to resort to any ind of assistance.

Thanks for the added documentation however how do I permanently solve/remove this phantom server that keeps popping up.

Thanks

13

There has to be an easier way to resolve these kinds of migration issues and I have discovered even more issues that are not even addresses in their document. see my new post here: PLEX migration from Win 7 to Win 10

14

Really Plex Support no one is going to respond?

I am having ongoing issues with remote access as well after the migration and You decide not to respond or reach out!!! WOW

I am so not impressed right now and what I want to say will make the ladies blush…

15

Well I guess we can’t complain about support cause there aint any support a 34 DD provides more support then you folks. So please have one of your management folks reach out to me cause I have a lot to say and if anyone asks yea look at a different product cause these folks are useless just like a condom with a hole through it.

1 Like
16

There is no one on one support. It is not a benefit of Plex Pass.

17

So basically we get to test you software, report bugs, provide our own support, write up documents and how to documents so you could go to market and promote your product? The more I think of it the less good I have to say about this situation so I will choose to stop now cause this is only going to get ugly.

18

In 2019/2020 you can’t permanently remove the servers that are inactive/unavailable after a server reboot they keep coming back even when you do a fresh install the unavailable servers are there. I am so tired of PLEX as you have no support and this last week has been a horrible experience.

I first tried to do a migration from win 7 to win 10 what a bloody mess, Plex is no help what so ever and their documentation leaves a lot to be desired.

My server have been off line since Jan 4, 2020. Everytime you do an index and it collects and indexes all your media it looks great when the server reboot it’s all gone again.

This has really caused me to re-think my media server options and I have just canceled my Plex Pass as it adds no value what so ever.

This company needs to re-think how they treat their supporters as I won’t promote this product ever again.

I have been a loyal Plex user/subscriber for over 4 years and it’s been a while since I have been this pissed off.

O’ did I mention Kodi looks like a really good alternative right about now.

19

So I guess you guy’s don’t care your software is broken right?

I rebuilt a windows 10 server from start only one media server showing up and re-index everything new all the libraries had entries this morning so I rebooted the server and the entries are all gone.

image

Now I have 2 media servers again all the media is gone.
One media server available and one unavailable with the same name.

image

Call me crazy but would this not piss you off also?

Please respond so I can find out why this is happening

20

the nearby media server has no libraries effectively like a new install, O I forgot to mention after the reboot it stepped me through the ignition process again… Name of server, select/create library entries and specify paths so just exited out of the process. the specified (unavailable) server with the folders and previously indexed files are all missing now.