Plex update 1.13.9.5439- Server unreachable

Plex Media Server NAS & Devices
1

Server Version#1.13.7.5369
Synology DSM#: 6.2-23739 Update 2, on a DS916+
Player Version#:N/A

After updating my synology to 6.2-23739 Update 2 and updating Plex server to 1.13.7.5269 the server is not able to connect and is unreachable. This occurs with all client devices, web, mobile etc.

The service starts fine on the synology. When I stop then start the service I can gain access for a few seconds but then I am unable to connect. It also seems to intermittently gain access every once and a while, and I have been clearing out my browser cache to make sure it wasn’t that.

I have tried to access over secure and non secure connections. Looking at other posts with similar issues I have tried stopping the service, logging out of both the web and server, then starting back up and logging in and claiming the server. I have also checked for rouge PID, it looks like the servers is shutting down correctly and there are no rouge processes. Also IPv6 is off and I tried moving the preferences.xml out and starting with the default one.

Everything else is constant so the only change I have made that could have broken plex server is the synology update and the plex update.

2

In File Station,

  1. Navigate - Plex / Library / Application Support / Plex Media Server
  2. Right-click Logs -> Compress to Logs.zip
  3. Attach the ZIP file here so I can inspect it
5

I did notice permission denied errors in the logs. I can assure you plex has read/write permission to those files.

6

In the future, please do not turn off DEBUG logging. I can’t see what’s happening. The logs are useless except to show PMS cannot reach Plex.tv

Sep 06, 2018 21:30:57.309 [0x7f19f3c47700] WARN - NAT: PMP, got an error: Not Supported by gateway.
Sep 06, 2018 21:30:57.309 [0x7f19fc111700] ERROR - EventSource: Retrying in 15 seconds.
Sep 06, 2018 21:33:08.119 [0x7f19f0d11700] WARN - NAT: PMP, got an error: Not Supported by gateway.
Sep 06, 2018 21:33:08.120 [0x7f19fc111700] ERROR - EventSource: Retrying in 15 seconds.
Sep 06, 2018 21:35:18.940 [0x7f19f1fe6700] WARN - NAT: PMP, got an error: Not Supported by gateway.
Sep 06, 2018 21:35:18.941 [0x7f19fc111700] ERROR - EventSource: Retrying in 15 seconds.
Sep 06, 2018 21:37:29.751 [0x7f19f3c47700] WARN - NAT: PMP, got an error: Not Supported by gateway.
Sep 06, 2018 21:37:29.752 [0x7f19fc111700] ERROR - EventSource: Retrying in 15 seconds.
Sep 06, 2018 21:39:40.572 [0x7f19f0d11700] WARN - NAT: PMP, got an error: Not Supported by gateway.
Sep 06, 2018 21:39:40.573 [0x7f19fc111700] ERROR - EventSource: Retrying in 15 seconds.
Sep 06, 2018 21:41:51.393 [0x7f19f3c47700] WARN - NAT: PMP, got an error: Not Supported by gateway.
Sep 06, 2018 21:41:51.394 [0x7f19fc111700] ERROR - EventSource: Retrying in 15 seconds.
Sep 06, 2018 21:44:02.204 [0x7f19f1fe6700] WARN - NAT: PMP, got an error: Not Supported by gateway.
Sep 06, 2018 21:44:02.205 [0x7f19fc111700] ERROR - EventSource: Retrying in 15 seconds.
Sep 06, 2018 21:46:13.016 [0x7f19f3c47700] WARN - NAT: PMP, got an error: Not Supported by gateway.
Sep 06, 2018 21:46:13.016 [0x7f19fc111700] ERROR - EventSource: Retrying in 15 seconds.
Sep 06, 2018 21:48:23.836 [0x7f19f1fe6700] WARN - NAT: PMP, got an error: Not Supported by gateway.
Sep 06, 2018 21:48:23.837 [0x7f19fc111700] ERROR - EventSource: Retrying in 15 seconds.
Sep 06, 2018 21:50:34.657 [0x7f19f0d11700] WARN - NAT: PMP, got an error: Not Supported by gateway.
Sep 06, 2018 21:50:34.658 [0x7f19fc111700] ERROR - EventSource: Retrying in 15 seconds.
Sep 06, 2018 21:52:45.469 [0x7f19f1fe6700] WARN - NAT: PMP, got an error: Not Supported by gateway.
Sep 06, 2018 21:52:45.469 [0x7f19fc111700] ERROR - EventSource: Retrying in 15 seconds.
Sep 06, 2018 21:54:56.280 [0x7f19f0d11700] WARN - NAT: PMP, got an error: Not Supported by gateway.
Sep 06, 2018 21:54:56.280 [0x7f19fc111700] ERROR - EventSource: Retrying in 15 seconds.

The log buffers are only 26 MB in total, Debug or otherwise.

9

Housekeeping:

  1. Permission errors (PMS can’t see)
Sep 07, 2018 12:13:19.981 [0x7fa8b0bff700] ERROR - [Notify] Failed to add watch for /volume1/Media/TV Shows/The Big Bang Theory (13: Permission denied)
Sep 07, 2018 12:13:19.981 [0x7fa8b0bff700] ERROR - [Notify] Failed to add watch for /volume1/Media/TV Shows/The Big Bang Theory/Season 7 (13: Permission denied)
Sep 07, 2018 12:13:19.981 [0x7fa8b0bff700] ERROR - [Notify] Failed to add watch for /volume1/Media/TV Shows/The Big Bang Theory/Season 6 (13: Permission denied)
Sep 07, 2018 12:13:19.982 [0x7fa8b0bff700] ERROR - [Notify] Failed to add watch for /volume1/Media/TV Shows/The Big Bang Theory/Season 5 (13: Permission denied)
Sep 07, 2018 12:13:19.983 [0x7fa8b0bff700] ERROR - [Notify] Failed to add watch for /volume1/Media/TV Shows/The Big Bang Theory/Season 4 (13: Permission denied)

Normally, VERBOSE Logging isn’t helpful, but in this case, you’ve used it perfectly.

  1. PMS is responding as it should.
Sep 07, 2018 12:10:54.609 [0x7ff508111700] VERBOSE - Auth: Came in with a super-token, authorization succeeded.
Sep 07, 2018 12:10:54.609 [0x7ff4fefc5700] DEBUG - Request: [10.0.0.28:52946 (Subnet)] GET /status/sessions (10 live) TLS GZIP Signed-in Token (grabilsm)
Sep 07, 2018 12:10:54.609 [0x7ff4fefc5700] VERBOSE -  * Host => 10-0-0-2.7aba81c9b73b48509a81abffc718847c.plex.direct:32400
Sep 07, 2018 12:10:54.609 [0x7ff4fefc5700] VERBOSE -  * Connection => keep-alive
Sep 07, 2018 12:10:54.609 [0x7ff4fefc5700] VERBOSE -  * Accept => application/xml
Sep 07, 2018 12:10:54.609 [0x7ff4fefc5700] VERBOSE -  * Origin => https://app.plex.tv
Sep 07, 2018 12:10:54.609 [0x7ff4fefc5700] VERBOSE -  * Accept-Language => en
Sep 07, 2018 12:10:54.609 [0x7ff4fefc5700] VERBOSE -  * User-Agent => Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/68.0.3440.106 Safari/537.36
Sep 07, 2018 12:10:54.609 [0x7ff4fefc5700] VERBOSE -  * DNT => 1
Sep 07, 2018 12:10:54.609 [0x7ff4fefc5700] VERBOSE -  * Referer => https://app.plex.tv/
Sep 07, 2018 12:10:54.610 [0x7ff4fefc5700] VERBOSE -  * Accept-Encoding => gzip, deflate, br
Sep 07, 2018 12:10:54.610 [0x7ff4fefc5700] VERBOSE -  * X-Plex-Client-Identifier => 75u9vrns75o20sg2z0c8h2y8
Sep 07, 2018 12:10:54.610 [0x7ff4fefc5700] VERBOSE -  * X-Plex-Device => Windows
Sep 07, 2018 12:10:54.610 [0x7ff4fefc5700] VERBOSE -  * X-Plex-Device-Name => Chrome
Sep 07, 2018 12:10:54.610 [0x7ff4fefc5700] VERBOSE -  * X-Plex-Device-Screen-Resolution => 1278x1283,2560x1440
Sep 07, 2018 12:10:54.610 [0x7ff4fefc5700] VERBOSE -  * X-Plex-Language => en
Sep 07, 2018 12:10:54.610 [0x7ff4fefc5700] VERBOSE -  * X-Plex-Platform => Chrome
Sep 07, 2018 12:10:54.610 [0x7ff4fefc5700] VERBOSE -  * X-Plex-Platform-Version => 68.0
Sep 07, 2018 12:10:54.610 [0x7ff4fefc5700] VERBOSE -  * X-Plex-Product => Plex Web
Sep 07, 2018 12:10:54.610 [0x7ff4fefc5700] VERBOSE -  * X-Plex-Sync-Version => 2
Sep 07, 2018 12:10:54.610 [0x7ff4fefc5700] VERBOSE -  * X-Plex-Token => xxxxxxxxxxxxxxxxxxxx
Sep 07, 2018 12:10:54.610 [0x7ff4fefc5700] VERBOSE -  * X-Plex-Version => 3.67.1
Sep 07, 2018 12:10:54.610 [0x7ff4fefc5700] VERBOSE -  * X-Plex-Product => Plex Web
Sep 07, 2018 12:10:54.610 [0x7ff4fefc5700] VERBOSE -  * X-Plex-Version => 3.67.1
Sep 07, 2018 12:10:54.610 [0x7ff4fefc5700] VERBOSE -  * X-Plex-Client-Identifier => 75u9vrns75o20sg2z0c8h2y8
Sep 07, 2018 12:10:54.610 [0x7ff4fefc5700] VERBOSE -  * X-Plex-Platform => Chrome
Sep 07, 2018 12:10:54.610 [0x7ff4fefc5700] VERBOSE -  * X-Plex-Platform-Version => 68.0
Sep 07, 2018 12:10:54.610 [0x7ff4fefc5700] VERBOSE -  * X-Plex-Sync-Version => 2
Sep 07, 2018 12:10:54.610 [0x7ff4fefc5700] VERBOSE -  * X-Plex-Device => Windows
Sep 07, 2018 12:10:54.610 [0x7ff4fefc5700] VERBOSE -  * X-Plex-Device-Name => Chrome
Sep 07, 2018 12:10:54.610 [0x7ff4fefc5700] VERBOSE -  * X-Plex-Device-Screen-Resolution => 1278x1283,2560x1440
Sep 07, 2018 12:10:54.611 [0x7ff4fefc5700] VERBOSE -  * X-Plex-Token => xxxxxxxxxxxxxxxxxxxx
Sep 07, 2018 12:10:54.611 [0x7ff4fefc5700] VERBOSE -  * X-Plex-Language => en
Sep 07, 2018 12:10:54.638 [0x7ff508111700] VERBOSE - Auth: We found auth token (xxxxxxxxxxxxxxxxxxxx), enabling token-based authentication.
Sep 07, 2018 12:10:54.638 [0x7ff508111700] DEBUG - Auth: authenticated user 1 as grabilsm
Sep 07, 2018 12:10:54.638 [0x7ff508111700] VERBOSE - Auth: Came in with a super-token, authorization succeeded.

Check the windows box and try with Firefox.

10

all iOS devices show the server to be unavailable as well, appletv, phones etc.

11

There are two types of permission denied when adding to iNotify with a third ‘twist of lemon for added flavor’ on Synology.

  1. Share-level permission
  2. fs.inotify.max_user_watches table is full. Results in “permission denied” when attempting to add more

The added twist of lemon: Individual permissions on the file(s) if they were written by a 3rd party program / app (Sonarr, et al)

12

I am not too concerned with the permission denied for those media files, I can re-add them/worry about that later.

Accessing the pms itself seems the be the biggest issue right now. I tried another windows box with Firefox, also tried from a mac in safari. Same issue ‘unable to connect securely’ then I hit allow unsecured connection, and the the response is "the server is unreachable’. I also tried another router just to make sure it wasn’t my network setup.

If I navigate to https://IP ADDRESS:32400/web it just times out ‘site can’t be reached’, so even the local connection isn’t working.

I am wondering if I should just wait for an update.

13

As next step, revert to 1.13.6.5339

14

Is there a procedure for that as I usually install through package center which won’t downgrade.

15

Uninstall the SPK from package center.
I don’t remove your Plex share during package removal. (works around the Synology limitation)
When you install the SPK, I go search for your Plex share and use its current location.

16

Do you use the Plex DVR and have a HDHomerun as the tuner?

17

Yes I have an hdhomerun and use the dvr.

18

Can you try unplugging the network cable of your hdhomerun (if you have more than 1 make sure they all unplugged) and then restart Plex and see if it starts and can be accessed?

If you can access Plex wait 2-3 minutes and then try plugging the hdhomerun in again and see if it causes Plex to crash.

19

And if all else fails. Punt 1.13.7 entirely — It’s beta

Pull and stay at 1.13.5 for now

20

Good idea, but also didn’t seem to make a difference with the DVR/HDhomerun.

I actually did revert to 1.13.5 with no luck. At this point I think synology’s update is the culprit.

21

So after installing 1.13.7 again and rebooting the NAS a few times. Things seem to be working. When in doubt reboot I guess.

The one thing I did happen to notice before the reboot was that there was a sub-process called plex media server (dead) in addition to the normal service. After the reboot it seems to be gone and everything is working. I guess I had a zombie process?

22

I’m having a similar issue and I have discovered that PMS is erroneously trying to use the IP from NIC2 on the Synology (which has no cable connected). There does not seem to be a way to completely disable the NIC in DSMs GUI. I tried setting the “Network interface to listen on” in the PMS but this does not help. Either that setting is broken or it’s not really binding the service to that interface in the way I am assuming it should.

My Logs show the below (excerpts) regarding the network:

======================

Network interfaces:

  • 1 lo (127.0.0.1) (loopback: 1)
  • 3 eth0 (10.90.5.39) (loopback: 0)
  • 4 eth1 (169.254.113.17) (loopback: 0)
  • 5 docker0 (172.17.0.1) (loopback: 0)

NetworkService: Browsing on interface 127.0.0.1 on broadcast address 127.255.255.255 (index: 0)
NetworkService: Browsing on interface 10.90.5.39 on broadcast address 10.90.5.255 (index: 1)
NetworkService: Browsing on interface 169.254.113.17 on broadcast address 169.254.255.255 (index: 2)
NetworkService: Browsing on interface 172.17.0.1 on broadcast address 172.17.255.255 (index: 3)

AND THEN EVERY FEW MINUTES (I can’t connect and see this in the log):

NetworkService: Replacing an old server at index 1 and address 10.90.5.39 (we just got packet from 169.254.113.17, index 2)
NetworkServiceBrowser: SERVER updated: 169.254.113.17 (DaveTV)
Notifying the system bundle an update to server /system/notify/serverUpdated?host=169.254.113.17
[com.plexapp.system] Sending command over HTTP (GET): /system/notify/serverUpdated?host=169.254.113.17

AND THEN A FEW MINUTES LATER (it starts working and this is in the log):

NetworkService: Replacing an old server at index 2 and address 169.254.113.17 (we just got packet from 10.90.5.39, index 1)
NetworkServiceBrowser: SERVER updated: 10.90.5.39 (DaveTV)
Notifying the system bundle an update to server /system/notify/serverUpdated?host=10.90.5.39
[com.plexapp.system] Sending command over HTTP (GET): /system/notify/serverUpdated?host=10.90.5.39

=====================

It seems to be flapping between IPs (or NICs). I obviously have a 169. address because nothing is connected and DSM is assigning it. Nothing has changed in the NAS config, except perhaps a DSM update (which is currently at the latest Rev).

23

UPDATE:

I uninstalled the SPK and removed plexmediaserver.pid & Preferences.xml to be safe. (These files were also removed in earlier troubleshooting when following the FAQ).

I installed v1.13.5.5291-6fa5e50a8 and relinked everything to my Plex.tv account.

“Network interfaces” & “NetworkService: Browsing on interface” all show the same data as on 1.13.7.5369. However, there are now NO OCCURRENCES of "NetworkService: Replacing an old server " and my PMS remains accessible.

@ChuckPa - I suggest there is a bug in 1.13.7.5369 that needs to be squashed.

Dave

24

Have you looked at your processes for “dead” PMS. When I intermittently have issues connecting it looks like there is a “dead” process. A combination of a reboot of the unit and stopping/starting PMS will bring the connection back.

I am port bonded, I will have to check it going down to one NIC has an effect but I doubt it.