DSM 7: FAQ 31: Reset / Reclaim PMS on DSM 7 (Not Authorized - Locked Out)
DSM 6: FAQ 15: Claiming & Connecting to a troublesome Synology server
I’m looking at plex.tv.
I see two servers there with the same LAN IP.
One was last seen 13 hours ago.
The other was last seen 6 hours ago
The “6-hour” server has Remote Access enabled.
Is this the current & working instance ?
Is your server back up and running ?
Looking at Plex.tv, I see a server under your account which last contacted Plex.tv about 3 hours ago (as I post this)
UPDATE: FIXED Instructions below.
For context:
Running Plex Media Server beta on a Synology NAS with 7.2, using Mac’s.
I stopped Plex (no need to uninstall and reinstall or SSH), modified the Preferences.xml file in PlexMediaServer using SMB to remove four listed entries, copied the modified file back using Finder, restarted Plex, opened a browser to the address for your local server and made sure I was logged into my Plex account and reclaimed the server.
Instructions:
-
logged into my Synology server and stopped Plex
I did not have to uninstall it. Just stopped it. -
Using SMB in Finder, I logged in and mounted PlexMediaServer and copied the Preferences.xml file to my Mac Studio Ultra’s desktop
-
Simply used TextEdit to remove the following:
– PlexOnlineHome
– PlexOnlineMail
– PlexOnlineToken
– PlexOnlineUsername
-
Then check to ensure PublishServerOnPlexOnlineKey = 1
Is there. -
Save file
-
To be safe: Copy a backup of the Preferences.xml file from your server to a folder on your Mac so you don’t overwrite the newly modified Preferences.xml
-
Delete the Preferences.xml file on the server and copy the modified version in its place
-
Run Plex
-
now this is important: find the IP address of your local server - should be the same as the address used to SMB into your server. This will vary from person to person. I use 10.0.x.x for my home network, some use 192.0.1.1, etc. Get the IP address and open a web browser from your Mac to this address:
HTTP://IP ADDRESS:32400/web
This should open a page that allows your to reclaim your server.
Make sure you are logged into your Plex account! Once logged in, you should have the option to reclaim server in General settings.
Done
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A lot of you are way more knowledgeable than I. I have just been using Plex as a media player for a number of years problem free, so this is over my bald head. Same issue. Changed password and relogged into two Samsung TV’s. Can’t see media from TV’s of from media player on win 11. So I will just have wait and see and keep looking in this forum. Also updated server.
Hey ChuckPa,
I am currently running DSM 7.2.2-72806. My version of PMS is 1.41.6.9685-72009685.
Here is a screenshot from the DSM PM: Screenshot by Lightshot
In your instructions, you are stating that I should use the same version as the one that I’m supposed to uninstall when reinstalling. However, I’m not sure if my current version is suited for DSM +7.2.2.
Reason why I haven’t updated is because I haven’t been able to. I have been manually installing the SPK’s ever since I started using Plex, but after that version, every time I try to upgrade to a newer one, the installation process is not going anywhere after I provide the package file. It used to take about less than a minute before I was being prompted to continue, but ever since my current version, the process gets stuck in loading/waiting state.
I also have problem with reclaiming my server after the password reset, hence wanting to try out this approach. How should I go about? Should I try to get hold of the version I’m currently on (if it exists anywhere to download?), or should I try something else?
Many thanks
Yes, using the UserCredentialReset.sh I managed to re-claim the server.
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Think we should take this into a private conversation and dig deeper.
I can discuss things there I shouldn’t in public.
If we need to take additional actions, we can discuss and make arrangements there.
All in all thanks to the user who mentioned /web after my IP, totally forgot that.
Other than that, Plex really?
No warning “hey, reclaim it after you change the password“
It was very frustrating the last half hour…
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After 3 hours I finally gave up. Tried every option here and with ChatGPT to reclaim on Synology 7.2.2, manually edited preferences file with new claim code; kept failing to ‘authorize’. Just blew out my entire install, lost all my DVR settings and did a clean install - finally got authorized to use my server again.
Thanks man, this was the only solution that worked for me.
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I just experienced a similar event as you described.
I managed to reinstall my plex server on my synology dsm 7.2.2, however the installation would not continue when I accessed my NAS by quickconnect, however when accessing from local network “ip:5000“ the installation went smoothly.
Not sure if this help you, but if you are accessing through quickconnect might want to give a try from local instead.
Funny thing is, I have updated my plex installation multiple times via quickconnect, but actually never attempted a full reinstall until now.
Running on a Synology box with DSM 6.2.4A, I first tried Synology’s suggestion here https://support.plex.tv/articles/204281528-why-am-i-locked-out-of-server-settings-and-how-do-i-get-in/ and manully changed Preferences.xml per the Linux instructions. Didn’t work for me.
I then tried @FordGuy61 script. It ran but it too didn’t work for me.
After a day of pulling my hair out I’m going to give it a rest and hope that Plex hears our cries and releases a proper fix.
My issue for clarity: I can log in without issue but apps don’t see my libraries and web and desktop app just spin looking and don’t id my libraries. The server is not in the left menu at all.
Thank you. It appears to be working now! 
YESSSSSSSS!!!
I a Win10 machine as my Plex server.
This worked. I tweaked/wiped the Registry according to the top link.
Then followed your instructions.
After the step 8 reboot I logged in and everything went back to normal.
Thank you! Thank you! Thank you! Thank you! Thank you!
Update: I rebooted my Synology box and restarted Plex server. Going into my Account Settings my box was listed but shown as locked. It also now showed an update was available. So I downloaded and manually installed the new server software. After running then new version with the other changes my server and libraries were back. Not sure what exactly which step fixed the issue but doing one/all of them I’m back on-line. Hope this helps someone.
Thank you for this! Worked like a charm. Surely Plex should make it easier than this?!!
Using the IP and clicking reclaim worked, can now see it via app . plex . tv.
Damn
What was the output?
The server is not claimed.
You can also try the standard claiming process using Plex Web.
From a system on the same network as the NAS, point a private/incognito browser window at the NAS IP address.
For example, if the IP address is 10.1.2.3, use http://10.1.2.3:32400/web.
Then login and see if you can reach the server settings. If so, try to claim the server.
I’m at my wits end. Reply 124 seemed closest to my situation (Mac desktops, ASUSTOR server for Plex) so I took a deep breath and edited the preferences.xml file as described. After relaunching Plex I found myself in the same endless loop as before I edited the preferences file. With my browser logged into plex.tv I (1) logged in to my Plex server, (2) got a dialog box served up by app.plex.tv asking if I wanted to log in to my server with the e-mail account linked to Plex. Clicking “sign in” sends me back to my server on the Plex port and brings up web/index.html (3) where I can navigate to my server name; there I’m offered a choice to claim the server (server name) server is unclaimed and not secure.” If I click to go forward I get a different screen (4) with another “Claim Server” button. Clicking that button sends me right back to the “Plex Web would like to sign in to your Plex account” screen in step 2. I cannot figure out how to get out of this loop. Help!
