Hi and sorry if this has been covered but I have tried searching many threads but no luck so far. I have been running Plex for a few years on a Synology without any problems however a couple of days ago I lost my DVR plus media libraries when going into Plex. Having tried a few things I finally uninstalled and reinstalled but I have hit issues.
Firstly I was unable to get past a “not authorised” message but then followed a suggestion to use http://IP.32400/web I managed to get into the setup menu. Sadly now I am stuck on the general tab which tells me the server is unclaimed and not secure but trying to claim the server does nothing.
I am a user of this with some IT skill but I am totally lost at the moment and any help would be appreciated.
Unable to tell w/o log files, but that can indicate the NAS cannot communicate with systems at plex.tv. Check the NAS network settings. In DSM Control Panel → Network, verify the gateway is correct (usually your internet router IP address) and configure it to use a public DNS server (1.1.1.1, 8.8.8.8, or 9.9.9.9). In DSM Control Panel → Regional Options, make sure the time zone is correct and the NAS is synched to a public NTP server.
Thanks for the rapid response. My default gateway looks correct i.e. it is my router. I have updated DNS to 1.1.1.1 and 8.8.8.8 but nothing much has changed. I am running DSM 7.2.2. of I launch Plex from DSM I don’t see my Plex media server however if I use the IP address as mentioned in the main topic I see the server but it has an exclamation mark and tells me it is unclaimed.
Thanks for the log file. PMS is communicating with the plex.tv systems (“Got public IP from v4.plex.tv” in log file). However, authentication is failing (“Bad Authentication” in the log file).
Try FAQ 31. It will have you uninstall PMS, then re-install using a Plex claim token. The Plex database, your media files, etc. are not touched.
If that does not work, then do two things:
post a screenshot of any error/failure message that might be displayed. If it displays your e-mail address, public IP, etc. then mask that info.
Stop Plex Media Server and wait for at least an hour. Then run FAQ 31 again.
If there are too many failed authentication attempts, then plex.tv will temporarily block future attempts (to make sure someone is not trying to hack your account).
I do not have visibility into your account(*), so cannot say for certain that is what is happening. However, the “bad authentication” messages lead me to believe that is the case.
* Ninjas are end-users, not Plex employees. We’ve some moderation capabilities (re-tagging threads, moving them, etc.), but cannot see details about your account, servers, etc.
Ok thanks for looking into this for me, I will try to follow what you have suggested but my head is now firmly banging having been on this for about 4 hours getting nowhere I will uninstall Plex and tomorrow I will follow your guidance. Thank you
Hi, can you expand on this please, I am not 100% I am not sure what RFC compliant is. What I can say is that my setup has been stable for about 3 years although I am using let’s encrypt which I know has made some changes to certificate updates which may be related but this is really an area I don’t understand.
Hi, I decided I would sleep better if Plex is working so tried your suggestion and this time it allowed me to claim the server. I am back up and running thanks to the help provided. I think I have some work to do on the Synology to make sure the network setup is correct but that is for another day.
Yes. There are specific IP ranges reserved for local networks, and others that are used publicly on the internet. If you want the details, see this thread: Server setup wizard not authorized - #10 by dbirch
Lately, I’ve seen quite a few posts where people were using public internet ranges for their local network. One side effect is that Plex won’t let you claim your server unless it’s on one of the proper private ranges (RFC-1918). With the recent increase in these cases, I thought it best to confirm that first before digging into additional troubleshooting.
(Sorry for the delay in responding—I had stepped away for dinner.)
This is RFC-1918 on Wikipedia. It is an IETF standard.
Private networks keep the internet from becoming a global “party line”.
Your home modem/router focuses all your devices into a single IP address to the outside world while also protecting your LAN from the general internet.
The Wikipedia page shows the addressing blocks very nicely and easy to understand,
I will uninstall Plex and tomorrow I will follow your guidance. Thank you