Unable to access Plex Media Server on Synology NAS

Plex Media Server
1

Subject: Unable to access Plex Media Server after Synology NAS Factory Reset

Server Version: 1.43.1.10611-720010611
Hardware: Synology DS920+

Issue:
After a drive failure and subsequent factory reset of my DS920+, I reinstalled Plex Media Server. Although the package is running, I am completely unable to access the server interface.

Troubleshooting Steps Taken:

  • Restored data from backup.

  • Verified the Plex package is active and running in the background.

  • Contacted Synology Support. They performed a remote session, reviewed the logs, and confirmed the NAS is functioning correctly with no errors in the system logs. They have referred me to Plex Support for application-level troubleshooting.

Background:
I have been a successful Plex user for years and have tried all standard recovery steps with no luck. Any guidance on how to regain access to my server would be greatly appreciated.

2

DSM 6 or 7?

See Important note about the Plex Web app - Local Network Access . This ensures your browser can access devices on your network.

Does this refer to the Plex Data Folder or your media files (or both)?


If you are running DSM 6, then write back.

If, as part of the factory reset, you updated from DSM 6 to DSM 7, then write back.

If the NAS was on DSM 7 before the reset, then:

Step 1: Perform FAQ 32: Repairing the PlexMediaServer shared folder

Step 2: Perform FAQ 31: Reset / Reclaim PMS on DSM 7 (Not Authorized - Locked Out)

Step 3: Perform FAQ 29 - DSM 7 - Give PlexMediaServer access to your media.


Step 1 ensures the permissions are correct on the Plex Data Folder. Run it even if you think they are OK. Synology restricts Plex’s ability to set permissions, etc. If the permissions are incorrect, it can keep Plex from running correctly.

Step 2 ensures Plex Media Server is claimed by your account.

Step 3 ensures Plex Media Server can access the media files.

Once both steps are complete, try accessing the server via the IP address of the NAS. For example, if the NAS’ address is 10.1.2.3, use http://10.1.2.3:32400/web.

You should be able to login and reach server settings.

If you cannot:

  1. Stop Plex Media Server.
  2. Using File Station, navigate to the Plex Data Folder.
  3. Right click on the Logs directory and choose compress to Logs.zip.
  4. Download the zip file and post it to the thread.
3

I have been running the latest DSM 7.3.2. on my DS920 +. I had a backup of all media files on my USB drive (saved using Win11 File explorer). After the NAS reset (Control panel/Update and Restore/System Reset/Factory Reset/Erase All Data, I created a shared folder media with relevant subfolders (Movies, TV Shows etc.). I installed the latest PMS spk downloaded from Plex website. (PlexMediaServer-1.43.1.10611-1e34174b1-x86_64_DSM72). After that I installed my backed up media in relevant folders (in “media” subfolders) and made sure PMS has R/W permissions (Local user/ System internal user).

I performed your suggested steps 1 to 3 with no luck.

Please see the Logs.zip file.

Thank you for your help.

4

Logs.zip (891.6 KB)

5

Thanks for the update and log files.

When you performed step 2 (uninstall/re-install), did it say “PlexMediaServer successfully claimed…”?

Check the list of Authorized Devices: https://app.plex.tv/desktop/#!/settings/devices/pms.
Delete any old/outdated server entries if any are listed.
Do not delete your current server or you will need to reclaim it.

If enabled, disable the Synology firewall (temporarily, for troubleshooting).
Synology Control Panel → Security → Firewall

Apr 29, 2026 11:04:33.149 [140499094997816] DEBUG - NetworkInterface: received Netlink message len=1416, type=RTM_NEWLINK, flags=0x0
Apr 29, 2026 11:04:33.149 [140499094997816] DEBUG - NetworkInterface: Netlink information message family=0, type=1, index=6, flags=0x1002, change=0x0
Apr 29, 2026 11:04:33.149 [140499094997816] DEBUG - Network change.
Apr 29, 2026 11:04:33.149 [140499094997816] DEBUG - NetworkInterface: Notified of network changed (force=0)

The above messages repeated 70+ times between 11:04 and 11:05, shortly after you started Plex Media Server (in Plex Media Server.log).

Did you unplug the network connection or something similar?

If not, then you’ll need to verify the network is stable. Swap the Ethernet cable, try a different port on the router/switch where the NAS connects, etc.


After any network stability issues are resolved:

  1. Stop Plex Media Server and wait 30 seconds.
  2. Start Plex Media Server and wait two to three minutes for it to fully start and log the startup sequence.
  3. Using a private/incognito browser window, access the server via http://192.168.2.154:32400/web.

You should be able to pull a Plex login page, login to the Plex server, and reach server settings.

If not, report back with how far you were able to proceed and attach a new set of log files.

6

I have never seen “PlexMediaServer successfully claimed” message after reinstall. Deleted all server entries, except the last one. (from yesterday). Disabled the Synology Firewall. I restarted my DSM around 11:04 and 11:05. The network is otherwise stable (Bell Fiber). Performed recommended steps 1 to 3. Best I could get was a blank page again. I will attach a new Log file and a some screenshots. Thanks.

7

Logs.zip (982.8 KB)

20260429_162718
20260429_1627181920Ă—1081 348 KB

20260429_160635
20260429_1606351920Ă—1081 604 KB

8

Thanks for the screenshots and log files.

I’m not sure why you are getting the blank screen. You should be re-directed to a Plex login page. The log files show no traffic between the Plex server and your PC, which backs up what you’re seeing on-screen.

Please re-run FAQ 31: Reset / Reclaim PMS on DSM 7 (Not Authorized - Locked Out). When re-installing, be sure to use the Plex Claim Token method

If successful, you will see a “PlexMediaServer successfully claimed by..” message as shown in the picture below.

If you see anything else, take a screenshot and post it to the thread.

If successful, then you should be able to login to your Plex Media Server via https://192.168.2.154:32400/web or via https://app.plex.tv/desktop.

claimed by
claimed by834Ă—600 62 KB

9

Hi. I have re-ran the FAQ 31as instructed and got a “PlexMediaServer successfully claimed by"george dlouhy”" message. After the OK hit, nothing happened. I clicked on the first link https://192.168.2.154:32400/web and it got me a blank screen again.

I did this on two different PCs and also on my android phone. Tried https and http. Please see attached. After that I hit the second link: https://app.plex.tv/desktop. This actually got me to my desktop Plex app and I was able to load my libraries from my NAS.

I was encouraged. My NAS connection is however Indirect. Is it a good sign? See attached.

20260430_182153
20260430_1821531920Ă—1081 377 KB

20260430_182203
20260430_1822031920Ă—1081 345 KB

20260430_174031
20260430_1740311920Ă—1081 270 KB

20260430_174126
20260430_1741261920Ă—3410 912 KB

20260430_183211
20260430_1832111920Ă—1081 275 KB

10

Of course, my optimism was premature… Plex Server is not communicating with my NAS.:smiling_face_with_tear:

11

You were able to reach the server via app.plex.tv, which indicates it is working and correctly registered with servers at plex.tv. This is good.

The indirect connection points to something in the network. The PC cannot communicate directly with the Plex server. The connection is tunneled through a server at plex.tv.

These can be a pain to track down. Here’s some things to check. Hopefully one of them will help.

If you’ve a VPN on your PC or the NAS, make sure it is disconnected.

On Windows PCs, make sure the network interface is private, not public.
Settings → Network & Internet → Status → Properties.
If public, then the PC is isolated from other devices on the network. This will cause indirect connections to a Plex server.

Try to ping the NAS from your PC.

  1. Open a CMD window (c:\ prompt).
  2. enter ping 192.168.2.154
  3. You should see “Reply from…” messages
  4. If you see “destination unreachable” type messages, then the PC cannot communicate directly with the NAS.
ping example 
c:\>ping 192.168.1.50

Pinging 192.168.1.50 with 32 bytes of data:
Reply from 192.168.1.50: bytes=32 time<1ms TTL=64
Reply from 192.168.1.50: bytes=32 time<1ms TTL=64
Reply from 192.168.1.50: bytes=32 time<1ms TTL=64
Reply from 192.168.1.50: bytes=32 time<1ms TTL=64

Ping statistics for 192.168.1.50:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 0ms, Maximum = 0ms, Average = 0ms

c:\>ping 192.168.1.51

Pinging 192.168.1.51 with 32 bytes of data:
Reply from 192.168.1.70: Destination host unreachable.
Reply from 192.168.1.70: Destination host unreachable.
Reply from 192.168.1.70: Destination host unreachable.
Reply from 192.168.1.70: Destination host unreachable.

Ping statistics for 192.168.1.51:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

c:\>


Make sure the browsers allow local network access. See Important note about the Plex Web app - Local Network Access.


For devices connected via wi-fi, are they on a “guest” network, or other network that would isolate them from the rest of your home net?


Double check the NAS network settings.

  • network mask: Usually 255.255.255.0.
  • gateway: The IP address of your router.
  • DNS: Use a public DNS server such as 1.1.1.1 (Cloudflare) or 8.8.8.8 (Google).


Perform a “network reboot.”

  • Reboot the router.
  • When the router is fully back online, reboot the NAS.
  • When the NAS is back online, reboot your PC.
12

I see you mentioned Bell Fiber…do you have the gigahub router? If so, see the thread below. there are also several on Reddit experiencing the same issue. Something with the router is causing issues with local connections. If they disable the port forwarding on the router and disable remote access, local connections work. If they enable remote access and port forward, remote connections work, but local connection only work indirectly. When the server is on a NAS, folks can’t even connect to the local plex interface via direct ip.

A few of them have contacted support and requested a new router and gone into the store and replaced it. As soon as they plug it in, all is working again.

Similar issues:

https://forums.plex.tv/t/plex-asking-for-remtote-watch-pass-while-on-same-network/938220/16

https://www.reddit.com/r/PleX/s/gv4IHg7poD

https://www.reddit.com/r/PleX/s/Mu6Y9YuoBf

https://www.reddit.com/r/PleX/s/0AndLfnJ5v

https://www.reddit.com/r/bell/s/Cje5TuB6T2

13

The ping is working fine. Went through all other steps and tried to access the PMS via URL. “This site can’t be reached” Nothing has changed.:smiling_face_with_tear:

14

Thanks a lot! I can’t believe, how simple fix this was. Excellent suggestion!!! I contacted The Bell tech support, explain my problems, picked up my new replacement Bell Giga Hub 2.0 modem/ router and I am back in business. This issue was such a big headache for me. So much time wasted trying to find solutions. I hope this will last…

15

Thanks for your time! All working fine after the Bell Giga Hub 2.0 replacement. The only problem I have now is that I can’t play .mkv files. I never had this issue before… Any ideas?

16

I’m sure it was very frustrating. Everything you were doing and others were suggesting should have worked, just the dumb router not playing nice. Bad timing with your drive failure as well.

Hopefully Bell has fixed the issue and it doesn’t get pushed out to your new router. If it stops working, you’ll know where to start looking. With the number of people being affected, hopefully someone notices at Bell or can get the word to the right person/team. :folded_hands:t4:

17

Great to hear you’re up and running.

@veeejay, thanks for the assistance.