Server says accessible, but remote device says it's offline

[toddwdraper]

Server Version#:1.18.9.2578
Player Version#:4.30.2

Attempting to migrate from iMac to Synology DS1819+ using this guide: https://florianjensen.com/2019/01/26/migrating-plex-from-mac-to-synology/

Everything is up and working locally, server is reporting fully accessible outside my network, but remote devices say the server is unreachable. Any help appreciated.

[FordGuy61]

What does canyouseeme.org report?

[toddwdraper]

canyouseeme.org reports success

[ChuckPa]

DEBUG, not VERBOSE, log files please?

The best logs to present in these situations is:

1. Restart Plex
2. Let it sit completely idle for 2 minutes while everything initializes and Remote Access finishes setup
3. Download the Logs
4. Attach the ZIP file here.

[toddwdraper]

Plex Media Server Logs_2020-03-31_17-12-46.zip (1.3 MB)

[ChuckPa]

Thanks for the logs.

I can’t see how it happened but see what did.

Your server and Plex.tv have gotten out of sync with your Username/Authentication tokens.

It’s easy to fix, abeit annoying.

First, did you recently change your password at Plex.tv ?

[toddwdraper]

Yes, I did

[Chritipa]

Several other members are reporting the same issue here and here.

Could be something else at play, perhaps?

[ChuckPa]

There is a window of vulnerability due to normal cloud latency. It’s unavoidable in an IOT nature.

This is very simple to correct.

Synology FAQ - Questions, Answers, and How-To's

FAQ 25: Reclaiming a lost server This How-To is better than the nuclear option of starting over. DSM 7 To reclaim a “lost” server. (lost / locked out / password reset) Uninstall the package with the “KEEP” option. Reinstall the same package again, selecting the “Plex Claim Token” option Click the “Get Plex Claim Token” link Browser will open showing new claim token Click “COPY” Return to installer window PASTE the claim token in the small box [Screenshot from 2022-08-3…

[ChuckPa]

If you have any questions, please ask before doing.

[toddwdraper]

Went through all the steps on FAQ 25. When I signed in it went immediate to

After clicking finish it shows me my normal Home screen, but all the sections show this

Clicking any of them shows

When I attempted to claim the server the button showed the spinning icon for a moment and told me there was a problem logging in to Plex. If I click the Claim Server button again it spins for a moment and then does nothing.

I would attach the logs, but it’s not letting me download them through the web app. Just in case this is what you need: Plex Media Server.log.zip (28.3 KB) If there are additional logs that will help just let me know and I’ll attach them.

Thanks for all your help.

[ChuckPa]

I think I already see part of the problem.

You have multiple adapters on the same LAN.
This isn’t how it’s supposed to be used unless you have the others set for other programs.

If this is the case, you will need to

1. Set a default gateway for the NAS (Control Panel - Network - adapter - Gateway
2. Tell PMS which to use (Settings - Server - Network - Show Advanced)

Mar 31, 2020 20:32:24.829 [0x7f6e62840700] DEBUG - NetworkInterface: Watching for changes on the interfaces.
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG - Detected primary interface: 10.1.10.47
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG - Network interfaces:
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG -  * 1 lo (127.0.0.1) (loopback: 1)
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG -  * 3 eth0 (10.1.10.47) (loopback: 0)
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG -  * 4 eth1 (10.1.10.48) (loopback: 0)
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG -  * 5 eth2 (10.1.10.49) (loopback: 0)
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG -  * 6 eth3 (169.254.243.102) (loopback: 0)
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG -  * 1 lo (::1) (loopback: 1)
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG -  * 3 eth0 (2603:300f:1f08:4b00::8703) (loopback: 0)
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG -  * 3 eth0 (2603:300f:1f08:4b00:211:32ff:feaa:52f9) (loopback: 0)
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG -  * 3 eth0 (fe80::211:32ff:feaa:52f9%eth0) (loopback: 0)
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG -  * 4 eth1 (2603:300f:1f08:4b00:211:32ff:feaa:52fa) (loopback: 0)
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG -  * 4 eth1 (2603:300f:1f08:4b00::f6a1) (loopback: 0)
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG -  * 4 eth1 (fe80::211:32ff:feaa:52fa%eth1) (loopback: 0)
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG -  * 5 eth2 (2603:300f:1f08:4b00::401d) (loopback: 0)
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG -  * 5 eth2 (2603:300f:1f08:4b00:211:32ff:feaa:52fb) (loopback: 0)
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG -  * 5 eth2 (fe80::211:32ff:feaa:52fb%eth2) (loopback: 0)
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG - Creating NetworkServices singleton.
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG - NetworkServices: Initializing...
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG - NetworkService: Creating new service.
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG - NetworkService: Got notification of changed network (first change: 1)
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG - NetworkService: Quick dispatch of network change.
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG - NetworkService: Creating new service.
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG - NetworkService: Got notification of changed network (first change: 1)
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG - NetworkService: Quick dispatch of network change.
Mar 31, 2020 20:32:24.829 [0x7f6e74971740] DEBUG - NetworkService: Creating new service.
Mar 31, 2020 20:32:24.829 [0x7f6e62b2e700] DEBUG - Network change for advertiser.

Also, unless you need it, please turn off IPv6.

[pguest099]

@ChuckPa,

Thank you so much for providing that step by step method of reclaiming the Plex server. I followed the steps and I was able to complete them, successfully. The server is listed as mine, again. I came to this thread because I’m having a slightly different, but similar problem. I’ve verified my Plex server configuration in multiple ways, but Plex is still indicating that Remote Access is not available. I apologize for adding a reply to this thread that is not exactly the issue that I’m having. But, I think they may be related. I’ve provided a link to my original reply which explains my methods of troubleshooting.

Remote Access Constantly Appears To Disable

Server Version#: 1.18.9.2578 My experience has been identical to that described by @Specimen1334, with the following exception. In Network Settings I have enabled the relay function so users outside my network are still able to reach my NAS and share my content. [Plex Network Settings Relay] Based on information I’ve seen in Plex articles, this method allows users to connect to a Plex server that is otherwise unreachable by directing the user to Plex direct servers which have bandwidth rest…

Hold the phone. Well, in this case, the server. The Remote Access indicator has turned solidly green for about 5 minutes. The longest since the issue started earlier in the week. I’ll keep an eye on it and let you know if it appears to be fixed in 24 hours. I’ll offer thanks to @ChuckPa now because he just might be a genius!!

[ChuckPa]

To all reading here:

Sometimes, the Remote Access Visibility test (which is what turns the indicator green) will delay.

There is a service task at plex.tv which performs this.
If there are a lot of requests (which there can be if you catch it at one of the refresh intervals) then it will delay. It’s a pretty extensive test.

Just be patient with it. Once Visibility is established, you’re good.
From that point forward, it will sync up faster after restarting.