Server losing internet connectivity

Plex Media Server NAS & Devices
1

Server Version#: 1.13.7.5369
Player Version#: web, android
Synology DS918+ (DSM 6.2-23739 Update 2)

I’m having problems similar to others here where I’m regularly losing connection to the internet. I’m running the Plex package from Synology, not a docker container.

I’m also an Operations Engineer by day, so I have some experience dealing with issues like this. I’m by no means an expert, but I can hold my own. I still need to do some troubleshooting on my local network. This very likely could be an issue with my network, or my provider, Fios. I’d like to get some more information so that I can troubleshoot on my own.

I’m seeing events like this in my logs:

Sep 19, 2018 22:34:57.714 [0x7f4be87ff700] DEBUG - MyPlex: We appear to have lost Internet connectivity, resetting device URL cache.
Sep 19, 2018 22:34:57.714 [0x7f4be87ff700] DEBUG - MyPlex: We appear to have lost Internet connectivity, resetting device URL cache.
Sep 19, 2018 22:35:13.106 [0x7f4be8511700] DEBUG - MyPlex: We appear to have regained Internet connectivity.
Sep 19, 2018 22:37:18.516 [0x7f4bb5047700] DEBUG - MyPlex: Updating device connections (from timer: 0)
Sep 19, 2018 22:37:18.516 [0x7f4be8511700] DEBUG - MyPlex: We appear to have regained Internet connectivity.
Sep 19, 2018 22:37:18.516 [0x7f4be8511700] DEBUG - MyPlex: We appear to have lost Internet connectivity, resetting device URL cache.
Sep 19, 2018 22:37:18.516 [0x7f4be8511700] DEBUG - MyPlex: We appear to have lost Internet connectivity, resetting device URL cache.
Sep 19, 2018 22:37:33.925 [0x7f4be87ff700] DEBUG - MyPlex: We appear to have regained Internet connectivity.
Sep 19, 2018 22:39:39.321 [0x7f4bb65bd700] DEBUG - MyPlex: Last published value didn't change, we're done.
Sep 19, 2018 22:39:39.321 [0x7f4be87ff700] DEBUG - MyPlex: We appear to have regained Internet connectivity.
Sep 19, 2018 22:39:39.321 [0x7f4be87ff700] DEBUG - MyPlex: We appear to have lost Internet connectivity, resetting device URL cache.
Sep 19, 2018 22:39:39.321 [0x7f4be87ff700] DEBUG - MyPlex: We appear to have lost Internet connectivity, resetting device URL cache.
Sep 19, 2018 22:39:54.711 [0x7f4be8511700] DEBUG - MyPlex: We appear to have regained Internet connectivity.
Sep 19, 2018 22:42:00.551 [0x7f4be8511700] DEBUG - MyPlex: We appear to have regained Internet connectivity.
Sep 19, 2018 22:42:00.552 [0x7f4be8511700] DEBUG - MyPlex: We appear to have lost Internet connectivity, resetting device URL cache.
Sep 19, 2018 22:42:00.552 [0x7f4be8511700] DEBUG - MyPlex: We appear to have lost Internet connectivity, resetting device URL cache.
Sep 19, 2018 22:42:00.554 [0x7f4bb7a3f700] DEBUG - MyPlex: Sending Server Info to myPlex (user=*REDACTED*, ip=, port=32400)
Sep 19, 2018 22:42:01.076 [0x7f4bb7a3f700] DEBUG - MyPlex: Published Mapping State response was 201
Sep 19, 2018 22:42:01.076 [0x7f4bb7a3f700] DEBUG - MyPlex: Got response for 0cf62*REDACTED*8c3916 ~ registered *REDACTED*:32400

I have a few questions:

  • I have DEBUG logs enabled, but there’s a lot of information to dig through. Can someone point me in the right direction for things to either look for in the logs, or things I can exclude to get rid of some of the noise, when I’m looking for problems.
  • Can someone tell me what process Plex follows when trying to determine if it has internet access? I’m looking for a command line option, or an IP and port that Plex might be connecting to, so that I can test both from the Synology, and from another device on my network, while the problem might be occurring.
  • Does anyone know of any way to install linux tools in Synology, like netcat, or a way that I can test port connectivity from the Synology shell?

Thanks in advance.
Mike

2

As I have instructed others, drop back to version 1.13.4 if you have it.
This is a known issue which Engineering is working on.

3

Thanks for the quick response! In my digging on the forum, I didn’t see that response.

I still have 2 copies of 1.13.4:
PlexMediaServer-1.13.4.5251-2e6e8f841-x86_64.spk
PlexMediaServer-1.13.4.5271-200287a06-x86_64.spk

Does it matter which one I use?
Additionally, is there a bug tracking number tied to this issue so that I can look for it in the release notes?
How will I know if rolling back to the 1.13.4 release has helped, should I see the lost/regained connection messages in the log taper off or disappear completely?

4

I find 1.13.4.5251 works best on my Syno (DS1815+)

5

OK, so I just tried to “upgrade” to the older version and I couldn’t. Does that mean that I need to uninstall the current version and install the older version?

Will I lose my plex settings, database, etc?

6

You uninstall the package. The Plex share (your data) is kept intact. I wrote the installer to be sensitive to Synology’s limitation and always look for the Plex share and use the existing, if it exists, when installing

7

Thanks for all of your help.

With my limited use right now, it seems to be working well. Do you have an idea on when the problem might be resolved?

8

Chuck, I downgraded last Wednesday and plex has been stable all of that time, until just now. As it stands right this minute, plex is not responding for me. I ended up stopping it from the Synology console but it wouldn’t start from the console again. I logged in via SSH and found the plex server process still running so I killed it:

root@nas:~# ps -ef | egrep -i plex
root 18205 17596 0 20:48 pts/18 00:00:00 grep -E -i plex
plex 29006 1 5 Sep25 ? 04:18:52 /var/packages/Plex Media Server/target/Plex Media Server

Plex still appears to be “losing” internet connectivity at this release, 1.13.4.5251-2e6e8f841. I also noticed that there’s an upgraded version listed in the package center, version 1.13.4.5271-200287a06. Should I upgrade to that release? Has the bug been fixed yet and I could upgrade to a newer release?

At this time, I think I’m going to try restarting the synology to see if that helps any.

Thanks in advance.

9

Mike,
Be advised, there is/was a problem (think it’s resolved now) with Plex.tv. The last report I have is that it’s resolved. It manifests and shows incorrect/unknown LAN IP in Plex/web .

Keep on the lookout for that but also be advised 1.13.8 is supposed to address many of these issues so consider giving that a try with your existing SPK at the ready in case you need fall back

10

Chuck,

I restarted my synology and that helped me get a solid connection to plex again. I do still have older copies of the plex SPK, so I can revert if needed. Knowing that and seeing some of the fixes in 1.13.8, I have opted to upgrade. Hopefully this will resolve the problems moving forward. Thanks for the update on the problem with Plex.tv. That may have been contributing to my problems. If I end up having problems again, I’ll be sure to report back.

Thanks again,
Mike

11

I always recommend everyone keep one version which will meet their needs just in case the new one has a show-stopper. I feels it’s the safest policy plus you can get your PMS installed locally making it one less thing to download later.

12

Do you know if the original problem has been resolved yet? I see that plex has been updated since this happened, but I continue to stay on the same version. If not, is there something I can look for in the release notes that would tell me that the problem has been resolved? I’m still currently running Version 1.13.4.5271.

13

I just came here looking for a solution to this. Good to know that it’s not just me.

FWIW, I just installed 1.13.9.5456 and rebooted the DiskStation. So far so good, but will keep an eye on it.

14

Jason,

  1. Did you install by downloading the spk from plex and doing a manual install in package manager?
  2. Do you always reboot the DiskStation when updating plex?

I tried version 1.13.9.5439 and I remember having problems almost immediately. I don’t think I restarted the DiskStation, so maybe that was my problem. I haven’t done a lot of testing, but I know that 1.13.4.5271 hasn’t caused my pain, so I keep going back to that.

I’m going to try updating and rebooting, hopefully I won’t have problems.

15
  1. Yes, installed manually.
  2. I’m only now experimenting with running directly from the NAS. Previously I have been running the server on my Mac and using a NAS for storage.

After installing, I could not connect to the Plex at all, even after stopping and restarting the service. Since rebooting the Synology, so far it’s been stable as far as I can see so far.

16

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