Server Version#:1.31.2.6810
I was playing some videos from my local plex media library last night via my Sony A80J (no different from most evenings) when one of the videos froze and my TV became unresponsive, after a while I gave up and ended up having to switch it off at the mains.
This morning I tried again, the TV is fine but when I open Plex I’m told that the server is “Currently Unavailable”.
I checked the Plex app on my phone and the server is registering as “offline”
Via the web app on Windows, I’m getting “Not authorized You do not have access to this server”
I’ve logged into my Synology DiskStation, (DSM 6.2.4-25556) which is otherwise running fine with all drives accessible and performing well over the LAN. Plex is shown as in running in the Package Center.
I’ve restarted everything with no improvement.
I’ve downloaded and installed the latest version of plex (PlexMediaServer-1.31.2.6810) from the Plex website onto my DiskStation with no improvement.
Plex is still showing as in running in the Package Center, I just don’t have any access to it and I’m currently at a loss as to what to try next
Any guidance would be greatly appreciated.
Would you please Stop Plex.
Open FileStation,
Navigate to Plex/Library/Application Support/Plex Media Server
Right-click “Logs” → “Compress to Log.zip”
download that ZIP file
Attach here please. I’ll look at what’s going on.
Hello and thank you for your assistance…Logs attached.
I’ve been trying various troubleshooting since posting my initial message and made no progress.
The only point to add which is probably unrelated and coincidental is that my router reset itself to its default settings today (possible an auto-rolled-out firmware update?) - I’m pretty sure that this has occurred since my Plex issue, however, in the process the IP address that I’d assigned to my DiskStation got changed. I’ve since set it back to my preference but I still can’t access my plex server.
Thanks in advance.
Logs.zip (7.3 MB)
Router Resets / updates sometimes cause DSM to lose the Gateway and/or DNS addresses. I don’t see that in your logs but worth double checking at some point.
I don’t see PMS trying to sign in with your account ID so that’s pointing in a direction.
I do suspect your server somehow got disconnedted/signed-out of your account.
Do you have the Synology “Text Editor” applet installed on the NAS ?
If you do, it’s very easy to check the status.
-
Open FileStation
-
Navigate Plex/Library/Application Support/Plex Media Server
-
Right-click “Preferences.xml” → Properties
– Confirm it’s owned by user plex
– close that window
-
Right-click “Preferences.xml” → Open in Text Editor
-
Now , please look for the following Name="Value" pairs.
– PlexOnlineUsername=“yourplexusername”
– PlexOnlineMail=“your account email address”
– PlexOnlineToken=“string of characters” (this might be empty – look carefully)
– PlexOnlineHome=“1” or “0” (This entry is optional - not-required)
please let me know what you find.
Hi ChuckPa,
Thanks for that, findings as follows:
“Preferences.xml” → Properties:
Owner was set to my primary user account. I have now set this to 'plex` (I stopped the service running first in case that made any difference)
– PlexOnlineUsername=“yourplexusername”
Was present and set to my plex username
– PlexOnlineMail=“your account email address”
Was present and set to my registered email address
– PlexOnlineToken=“string of characters” (this might be empty – look carefully)
Was present and empty (“”)
– PlexOnlineHome=“1” or “0” (This entry is optional - not-required)
Was present and set to “0”
FWIW I’ve tried rebooting the DiskStation since making the ownership change to “Preferences.xml” but server is still inaccessible.
Please let me know if you can steer me further.
Thanks
Hello again,
I haven’t managed to make any further progress with my issue and I’m still unable to connect to my plex server.
I’d be very grateful for any further troubleshooting suggestions.
Thanks
I’ve still not resolved this. I dug out my old router which I know everything worked within when I last used it a few months ago. I swapped it out with my current router to eliminate that being a factor, and I still can’t connect to my plex server. I tried re-installing it on my synology again…nothing. 
I just can’t understand why I can’t get anywhere with this, and would really appreciate some assistance.
Thanks
is the synology firewall enabled (Control Panel - Security).
If so, disable it.
Thanks for the suggestion, it wasn’t enabled.
I’m going to need to see the DEBUG log files again.
This time, we’re going to do them from PMS start.
Please confirm DEBUG logging is still ON and VERBOSE logging is still OFF.
Restart PMS
Wait 3 minutes for startup to be 100% done
Now access it as you can.
Next access it from any of your LAN devices.
Lastly, please advise the IP address of one of those devices which cannot see PMS.
Logs (1).zip (1.0 MB)
Thanks again,
Steps followed as requested, I tried to access it from 192.168.8.111
logs attached.
@Funtycunk
What is the 10.200.0.x network?
That’s what PMS is seeing as its primary interface when you have eth0 at 192.168.8.200
Is this a Virtual DSM or where’s the real default gateway adapter IP?
Apr 06, 2023 17:47:35.866 [0x7f8dd8109b38] DEBUG - PublicAddressManager: Obtaining public IP.
Apr 06, 2023 17:47:35.866 [0x7f8dd8109b38] DEBUG - [HCl#4] HTTP requesting GET https://v4.plex.tv/pms/:/ip
Apr 06, 2023 17:47:35.866 [0x7f8ddad25aa8] DEBUG - Detected primary interface: 10.200.0.238
Apr 06, 2023 17:47:35.866 [0x7f8ddad25aa8] DEBUG - Network interfaces:
Apr 06, 2023 17:47:35.866 [0x7f8ddad25aa8] DEBUG - * 1 lo (127.0.0.1) (00-00-00-00-00-00) (loopback: 1)
Apr 06, 2023 17:47:35.866 [0x7f8ddad25aa8] DEBUG - * 3 eth0 (192.168.8.200) (00-11-32-86-8C-EA) (loopback: 0)
Apr 06, 2023 17:47:35.866 [0x7f8ddad25aa8] DEBUG - Creating NetworkServices singleton.
Apr 06, 2023 17:47:35.866 [0x7f8ddad25aa8] DEBUG - NetworkServices: Initializing...
Apr 06, 2023 17:47:35.866 [0x7f8ddad25aa8] DEBUG - NetworkService: Creating new service.
Hello again.
My local network is 192.168.8.x, running from my router with 192.168.8.1 as default gateway and the DiskStation running my plex server is 192.168.8.200.
I don’t recognise 10.200.0.x but I do have access to a friend’s PMS over the Internet, which I can still access fine through all my devices…could 10.200.0.238 be associated with that?
All of this is about at the limit of my understanding of networks, so apologies if I’m missing anything.
Thanks again
Do you have his lan and your lan linked in any way?
Check your network settings. make certain everything uses your subnet.
No, we’re completely separate and I only access his PMS as a restricted user over the Internet.
The only other LAN network links I have are my Sonos speakers and my TP link Decos, which have never previously caused any issues…I am aware that Sonos broadcast it’s own hidden network.
Otherwise I’m out of ideas.
what’s the physical topology?
With exception of the guest SSID/VLAN, everything is one subbet
This is how I have mine
PfSense
|
|
|
+--------------+--------------+
| |
10GbeE 24port 8x 1GbE + 2x 10GbE
/ \
/ \
PMS, workstation, WiFi etc. AvR, IOT, other 1GbE-only devices
NAS Boxes,
Hello again,
It’s pretty straightforward in that everything’s on a single subnet, but I’m in a fairly large old house, so I’ve tried to keep it wired as much as possible. I’ve attached a sketch of the core wired elements.
Hope this helps, thanks again.
Hi, regarding your question whether the internet service is aggregated, no we’re completely independent, the only unusual factor is that internet is over 5g due to our rural location.
Regards vpn. Yes I have a vpn set up on my diskstation…could that be a factor? I can disable it to see if it makes a difference.
Absolutely.
Most VPNs create a captive tun0 (tunnel) device.
All the traffic will be routed through that virtual adapter.
All LAN traffic will be ignored because it’s captive.
In the configuration of that VPN, you should be able to allow “local” traffic (that on your LAN).
