Server Version#: 1.17.0.1709
Win 10 Pro, PM 1.17.0.1709, Plex Unltd Pass
Plex Media Server Logs_2019-09-29_17-31-04.zip (97.8 KB)
Recently, I updated PMS to 1.17.x from 1.15.x After upgrade, the server could not be claimed from my account. I completely uninstalled, including registry keys, and installed manually from scratch. This did not help. I disabled my firewall in case this was a port blocking issue, and also no change to my situation.
Can someone help me diagnose this?
-7April
Is a good start. This one too for basic steps to establish the authority.
I’ve run through all of the online topics associated with this issue. None of them resolve it. Bear in mind that PMS was working fine until the upgrade. I do not require initial setup assistance, insofar as I have already been running it for years.
Okay I took a look at your logs to see if there was a consistent error getting in the way of your resolution. I did find a significant problem, attempts to contact plex.tv were met with libcurl error 60 over and over. This is how the error code is defined:
from https://curl.haxx.se/libcurl/c/libcurl-errors.html
CURLE_PEER_FAILED_VERIFICATION (60)
The remote server's SSL certificate or SSH md5 fingerprint was deemed not OK. This error code has been unified with CURLE_SSL_CACERT since 7.62.0. Its previous value was 51
while Plex says this in the server log:
problem: unable to get local issuer certificate
So yes that sounds bad. Here’s the first log entry of that in full. It happens very soon after PMS starts up, and it repeats about forty times throughout the log.
Sep 29, 2019 17:20:07.367 [4144] DEBUG - File "D:\pms\Resources\Plug-ins-982421575" changed: -1 => 2019-09-29 17:13:54 (1569791634).
Sep 29, 2019 17:20:07.367 [4144] WARN - Warning: ex: boost::filesystem::last_write_time: The system cannot find the file specified: "C:\Users\MediaCenter\AppData\Local\Plex Media Server\Plug-ins", couldn't check file: "C:\Users\MediaCenter\AppData\Local\Plex Media Server\Plug-ins"
Sep 29, 2019 17:20:07.367 [4144] DEBUG - Scanning for plug-ins in "D:\pms\Resources\Plug-ins-982421575"
Sep 29, 2019 17:20:07.398 [4144] DEBUG - Scanning for plug-ins in "C:\Users\MediaCenter\AppData\Local\Plex Media Server\Plug-ins"
Sep 29, 2019 17:20:07.398 [4144] DEBUG - PluginRepository::setStartState: 1, startingSystem
Sep 29, 2019 17:20:07.398 [4144] DEBUG - Starting plug-in D:\pms\Resources\Plug-ins-982421575\System.bundle.
Sep 29, 2019 17:20:07.398 [4144] DEBUG - [com.plexapp.system] Setting plug-in to always running (daemon mode).
Sep 29, 2019 17:20:07.398 [4144] DEBUG - Starting file watcher for com.plexapp.system
Sep 29, 2019 17:20:07.398 [4144] DEBUG - Plugin: not setting user token for plugin
Sep 29, 2019 17:20:07.398 [4144] DEBUG - Plugin::createProcess: Creating plugin process: "D:\pms\PlexScriptHost.exe" "D:\pms\Resources\Plug-ins-982421575\Framework.bundle\Contents\Resources\Versions\2\Python\bootstrap.py" "D:\pms\Resources\Plug-ins-982421575\System.bundle"
Sep 29, 2019 17:20:07.398 [4144] DEBUG - Spawned plug-in com.plexapp.system with PID 4884
Sep 29, 2019 17:20:07.398 [4144] DEBUG - [com.plexapp.system] Sending command: GET /:/prefixes
Sep 29, 2019 17:20:07.913 [9224] ERROR - Error issuing curl_easy_perform(handle): 60
Sep 29, 2019 17:20:07.913 [9224] WARN - HTTP error requesting GET https://plex.tv/media/providers?X-Plex-Token=xxxxxxxxxxxxxxxxxxxxcertificate problem: unable to get local issuer certificate)
Sep 29, 2019 17:20:07.913 [9224] ERROR - Error parsing content.
Sep 29, 2019 17:20:07.913 [9224] ERROR - Error parsing XML: Error parsing file.
Sep 29, 2019 17:20:08.116 [10568] DEBUG - Job running: D:\pms\CrashUploader.exe "--directory=C:\Users\MediaCenter\AppData\Local\Plex Media Server\Crash Reports\1.17.0.1709-982421575" --version=1.17.0.1709-982421575 --platform=Windows "--platformVersion=10.0 (Build 18362)" --serverUuid=e1326a434f368df79844581759074ecf1aee134f --userId=NOUSERID --sentryUrl=https://sentry.io/api/1233455/minidump --sentryKey=xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx --vendor=Microsoft --model=x64 --device=PC
Hopefully someone skilled in network authorization could advise, but it may be as simple as uninstalling PMS-1.17.0.1709, but leave your metadata. Then install it again.
Thanks for looking at the logs, that validates what I’m concluding as well. For the life of me I don’t know how to diagnose that though. At first I thought it might be DNS (because it’s always DNS) but switching DNS servers on the router didn’t cure it. Other web browsing seems unaffected… just can’t claim a PMS.
Latest 1.18 doesn’t help either. Still can’t claim the server, but I’ve checked everything I could find. Sync’d clocks, changed DNS, opened firewall… nothing.
I’m sorry to hear that. I hope we can make headway or attract others to this.
We could have you access your account using the hosted web app to look at the authorized devices on your account.
Open up plex.tv and sign in (upper right corner).
Once you are signed, click the Launch button in the upper right.
It opens a browser that points to https://app.plex.tv/desktop
Sign in on the browser too if it asks you.
If you see your server, great. If not, then open
https://app.plex.tv/desktop#!/settings/devices/pms
Screenshot what you see.
Also, symptomatically speaking, the advanced controls show that my Plex installation cannot see the upgrade channels, and cannot retrieve Gracenote info, upgrades, etc.
Difficulty claiming a server usually has to do with the inability of the server to communicate with plex.tv
Are you using any ‘filter lists’ in your router?
Any 3rd-party firewall or anti-virus software?
Try setting the DNS server to Google’s (8.8.8.8)
Make sure to not use Jumbo Frames in your network.
Thank you for replying.
No filter lists on router (no change from when it worked to now)
ESET firewall; problem exists with or without it active (no change from when it worked to now)
DNS was changed from public DNS to Cloudflare, to Google, no help.
Will check jumbo frames for my network adapter and see if that helps.
No jumbo packets/frames. I set the router to use MTU 1500 manually, so let’s see.
Do you know that you can use an MTU of 1500 with your internet connection?
It may be sort of a ‘default’ size, but there is no guarantee that it works with your ISP.
Determine the real usable size of MTU and use this value instead.
Confirmed 1500 MTU. Also confirmed it’s not the router; was able to install PMS on my primary laptop, so this particular HTPC server is unable to acquire a token. The registry entry is not populating at all on my HTPC.
So, it’s definitely not tied to server version (rolled back to 1.15.x), not firewall (disabled), not router (other PC could use PMS). I’m a big fan of logging, so is there a more granular setting I can use to trap the initial point of failure?
Maybe you have more luck with this one: https://github.com/ukdtom/ClaimIt
Tried that. It got a token (I think) but then bombed on a 500 error. The 500 error says it could be slow DNS (not my issue), not reaching Internet (not my issue), bad PMS install (possible but I’ve tried clean installs for two days now), an edited/bad Preferences.XML file (never touched it).
FWIW here’s ClaimIt’s output. And thanks for pointing me to it.
This means that your PMS had an internal error, and is most likely caused by:
Preferences.xml file, but made an error doing so, so restore your backup of the file, and try again. (Remember to set the file and ownership permissions after editing the file)How did you verify?
I used three different DNS servers (OpenDNS, Cloudflare, Google) in addition to the Verizon ones. Zero changes in browsing, Usenet, IRC connectivity. If you have an isolation technique for DNS, I’m all for it, but I’m not thinking it’s DNS (until of course it’s DNS).
Plex Server is definitely not reaching the Internet, but I can’t for the life of me see why not. ESET network filtering has all listed ports, and no Plex apps are blocked. Even turning off the firewall doesn’t help.
After watching you all work on this, if it was my system, I would restart from a 100% stable and well understood foundation because of Windows cruft. What do you think?
I would clone my Windows HD to an external then disconnect it.
I would wipe my Windows computer and install a fresh Debian + updates and PMS with no media and no knowledge of the past. I would prove to myself that a default Debian + PMS functions on that hardware.
The goal would be to isolate the problem and see if it’s OS dependent.
