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How do I find help? No clue where to start. Bought lifetime pass. Running on a NAS. Can see thumbnails of photos and movies on my phone and iPad but when I click on them the photos are just blurry and never load and the videos are black. I don’t have endless hours to search databases. Can anyone tell me where to start? If I have to be a techie to make this work I will just get my money back. Very aggravating. Thanks to anyone who can help
Server and photos / videos are on my Synology NAS. When I view my library on iPad and iPhone I can see the thumbnails. When I click on a video I get a message in a yellow box that says “Could not retrieve play queue for this item. Please try again”. Anyone have an ideas?
I’d suggest starting at ground level and working up
Check the server/client versions are up to date
Check your Plex Server can access the library folders and the paths are correct
Try optimising the database
Check if the problem exists from plex.tv on a computer
Upload the plex server logs, you can download them from the server webui
Harold. Thanks. It seems I the more I try the worse it gets so I appreciate the help. So here is where I am
I have a Synology DS916+ NAS
I had Plex Server running one the NAS
I had a free Plex account and it worked fine for what it was - I could see my content on my iPhone and iPad with the limitations of the free account of course
I did not really use it for a few month, and then I bought a Lifetime Pass
Now nothing works right (but not sure it was working the day before I upgraded)
All I want to do is see my own personal photos and videos via the Plex app on my phone and iPad - the other features are just a distraction at this point
So now here is an update
In running Plex Service on my NAS it appears that, after messing around with it, there was nothing in my library (I was trying to use the same library as I used when I had the free account), but I must have messed it up because there is nightie in the library. the message says “There are no items in Library” when I select the library
I confirmed my photos and video are still in that folder, which is on my NAS
When I could not solve the problem while messing around in Plex I just uninstalled, download a clean version, and reinstalled it
When I opened the fresh install it still had my library listed so it appears it did not delete some old files or settings
Still cannot see the library - says “There are no items in Library”
I have deleted it and added is and no change
Very frustrated and pulling my hair as this is supposed to be simple
Any help is appreciated
I just deleted my library and re-added it again in Service. Same story. It looks like it is there but when I click on it is says “This library is currently empty”. I have looked at the folder on the NAS and my photos and videos are there
So Harold - I guess I am at your second step. My hangup at this point appears to somehow related to “Check your Plex Server can access the library folders and the paths are correct”
Scan library files does nothing
Refresh all metadata does nothing
You don’t need to be a techie but you do need to understand how it works.
If you haven’t the time or inclination, then perhaps this might not be the product for you.
If so, I recommend contacting billing https://plex.tv/contact
I do not know much about Synology NAS’
See if there are users/groups and if apps run as there own users. Like Linux for an example
If that is the case, check if whatever user your Plex server is running as has at least read abilities for your library. If the NAS itself has logging you may find something useful in that, i would still suggest check the Plex logs
Harold, Many thanks. Plex is listed as a separate user on the NAS operating system (DSM). It had minimal permissions, I gave it read permission and I am starting to see photos on my various devises. It looks like plex is going to take some time to crank through my library but I am headed in the right direction. Once again I really appreciate you taking the time to help me through this.
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Here is a How-To where I detailed changes I had made in PMS 1.15.4.994.
Specifically, it addresses how to grant Plex permission to media and why it’s needed.
Maybe this will be of help?
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