Plex.TV 500 Server Error on "user" endpoint

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1

Since the authentication errors in early February 2020 I have been unable to log in to Plex on my ubuntu server. I have updated Plex to latest Version 1.18.6.2368. Using my browsers dev tools I have traced the issue to a possible cause.

Launch the plex server web using http://localhost:32400/web/index.html which shows the plex web UI and then asks to select a user, which I then select and enter the pin

In dev tools the network requests look ok with mostly 200 http status codes, some 101’s and 304’s other than one 500 HTTP status code from plex.tv. The URL that is giving the 500 is:

https://plex.tv/api/v2/user?includeSubscriptions=1&includeProviders=1&includeSettings=1&includeSharedSettings=1&X-Plex-Product=Plex%20Web&X-Plex-Version=4.20.2&X-Plex-Client-Identifier=z1pfsq6yq7mmwvqlksqu9u5u&X-Plex-Platform=Firefox&X-Plex-Platform-Version=72.0&X-Plex-Sync-Version=2&X-Plex-Features=external-media%2Cindirect-media&X-Plex-Model=bundled&X-Plex-Device=Linux&X-Plex-Device-Name=Firefox&X-Plex-Device-Screen-Resolution=1920x383%2C1920x976&X-Plex-Language=en&X-Plex-Token=mytoken

Hopefully, this make sense to someone. To confirm that this was not the server I installed a new instance of Ubuntu on a separate VM and installed the latest Plex and the same error occurs.

Grimbald

2

I had the same problems with my mac mini in early february, but a few hours later everything began to work again. But today I had similar problems with some devices. A few member of my family with I share my server can’t acces from Lg Tv’s, ipads or google chrome browser… The server is not reacheable…
What the hell is going on with Plex…

3

Perhaps the silliest of questions but it pretty much resolves all the NAS systems with the problem…

Have you done a full restart ?

4

Of course…was the first thing I did…
The problem persist right now…

5

Please restart it.
Let it sit 1 minute
Recreate the 500 error
Stop it
Manually create a tar.gz of the Logs directory and attach it here.

6

I have restarted the server a number of times since the problem began and this has had no effect to the problem above. I will perform the actions as you suggest and upload the gzip’d logs.

7

Hi @ChuckPa

Please find the logs attached here. I restarted the VM, launched Plex and recreated the problem. The logging is not set to verbose or debug but hopefully these logs help. Let me know if you need more.

Logs.tar.gz (139.7 KB)

Thanks

8

There is a major corruption somewhere deep. There are no errors being reported anywhere.

Do you have a database backup in the Plug-in Support/Databases directory ?

9

Hi @ChuckPa

I have attached the databases tgz. These are from the installation that the logs are from. This is the newly installed Plex on the new VM and so does not have any media, however, I knew that I would be able to reproduce the problem.

Databases.tar.gz (81.0 KB)

The installation of Plex does not recognise my user as a Plex Pass user. This to me would seem to indicate that it might have something to do with my account. I have had my account since at least 2013 but only been a Plex Pass user since 2018.

Grimbald

10

I am going to ask you to preform a little surgery on your Plex installation.

I am asking this because your database is extremely small and won’t take much to recreate.

  1. Stop PMS
  2. Sign out of Plex/web (upper right corner)
  3. Open a terminal window
  4. sudo bash (or sh)
  5. cd /var/lib/plexmediaserver
  6. Rename Library -> Library.keep
  7. Start PMS
  8. Open http://127.0.0.1:32400/web
  9. We’re going to create a new “TEST” server with “TEST” as the Friendly Name to avoid colliding with your existing server.
  10. Now start the rest of the setup steps as if you’re creating a new server (which you are) – however
  11. Only add one section (small one is best)
  12. Continue through setup with all the defaults.
  13. When you arrive at the dashboard, you should be running normally.

If it’s not running normally at this point, there is a system problem

Once diagnosed what is really happening, we can either delete this “TEST” server
-or-
We can delete the original and rename this to take its place (your choice)

11

Hi @ChuckPa

I checked today and the 500 server error does not happen anymore :slight_smile: I am able to log in on the app.plex.tv web app and my user avatar pictuer shows correctly. I am happy that this issue is now resolved. Thank you for your help.

12

If that has resolved the problem then, unfortunately, there was a corruption internal to PMS.

The “Library.keep” we had saved off to the side isn’t needed anymore.

  1. You can delete Library.keep
  2. Delete the old server instance from Settings - Authorized Devices
  3. Rename the TEST server name to be the friendly name you want “Settings - Server - General”
  4. Now add the rest of your media back.
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