unexpected error loading the dashboard

Skinns · August 26, 2017, 11:16pm

I have read multiple suggestions to fix this error that just showed up today but nothing has helped. everything else works other than viewing the dashboard.

I am running server version: 1.8.1.4139
OS: Ubuntu 14.04
So far this is what I have tried:

optimize db using UI and also curl commands
check db for errors (non reported)
ran db repair process stated in the plex support docs
Downgrading to different plex server versions.
restarted plex media server and the computer

None of these have worked, is there anything else i can try? Am I going to have to do a fresh install and if I do that will I loose all of my settings? I dont mind rebuilding the libraries but it would be nice to keep my watched/unwatched progress if I have to do this.

sa2000 · August 27, 2017, 12:05am

Logs please … for first load on 1.8.1.4139 after upgrade

https://support.plex.tv/hc/en-us/articles/201643703-Reporting-issues-with-Plex-Media-Server
https://support.plex.tv/hc/en-us/articles/200250417-Plex-Media-Server-Log-Files

Skinns · August 27, 2017, 12:17am

I got impatient and decided to remove my largest library. Once I removed it the dashboard started working again instantly. I am now adding the library back hoping the dashboard will still work after.

EDIT: while loading the library back the dashboard stopped working again.
Should I let the library load then give logs?

sa2000 · August 27, 2017, 1:05am

If adding lots of items then the database may need to be optimised - this should happen periodically anyway

No harm in collecting logs now and save them to upload later after completing the task and running. Database optimize and errors persist

Skinns · August 28, 2017, 7:50pm

So after removing all of my libraries then taking 2 days to add all of my libraries again the dashboard was working. I went to bed and when I woke up the dashboard is not loading again. Logs are attached. this is also a fresh upgrade to 1.8.1.4139 and I have tried to optimize the database several times.

sa2000 · August 29, 2017, 2:04am

@Skinns said:
So after removing all of my libraries then taking 2 days to add all of my libraries again the dashboard was working. I went to bed and when I woke up the dashboard is not loading again. Logs are attached. this is also a fresh upgrade to 1.8.1.4139 and I have tried to optimize the database several times.

Thanks for the logs.

I can see that the database optimization completed at 15:16:06 whilst on release 1.5.2.
Following that the server came up on 1.8.1 at 15:43:17
There were a couple of dashboard hubs requests that took a long time.
There appears to be what looks like a misbehaving plex client app bombarding the server with repeated requests and adding to the server load.

We had two requests that took a long time - this was one of them

Aug 28, 2017 15:45:22.834 [0x760a7238a700] DEBUG - Request: [173.244.48.67:56651 (WAN)] GET /hubs?excludeFields=summary&count=12&includeEmpty=1&includeFeaturedTags=1&excludePlaylists=1 (19 live) TLS GZIP Signed-in Token (Skinns)

Aug 28, 2017 15:45:57.613 [0x760a8c2c6700] DEBUG - Completed: [173.244.48.67:56651] 200 GET /hubs?excludeFields=summary&count=12&includeEmpty=1&includeFeaturedTags=1&excludePlaylists=1 (27 live) TLS GZIP 34779ms 10240 bytes (pipelined: 1)

During this period between 15:45:22 and 15:45:57, we had repeated requests from a device for remote user sgc0875
Please try to find out what device it was and what plex app and version. This shows the requests during the period

Aug 28, 2017 15:45:27.050 [0x760a73391700] DEBUG - Request: [174.0.39.14:57887 (WAN)] GET /hubs/sections/15 (23 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:28.038 [0x760a79f6b700] DEBUG - Request: [174.0.39.14:57891 (WAN)] GET /hubs/sections/15 (23 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:28.094 [0x760a6efd0700] DEBUG - Request: [174.0.39.14:57888 (WAN)] GET /hubs/sections/15 (22 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:28.332 [0x760a74715700] DEBUG - Request: [174.0.39.14:57885 (WAN)] GET /hubs/sections/15 (22 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:28.357 [0x760a77f0f700] DEBUG - Request: [174.0.39.14:57886 (WAN)] GET /hubs/sections/15 (22 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:28.496 [0x760a7af9f700] DEBUG - Request: [174.0.39.14:57890 (WAN)] GET /hubs/sections/15 (22 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:28.577 [0x760a7bf1a700] DEBUG - Request: [174.0.39.14:57889 (WAN)] GET /hubs/sections/15 (22 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:33.508 [0x760a78f81700] DEBUG - Request: [174.0.39.14:57892 (WAN)] GET /hubs/sections/15 (23 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:35.288 [0x760a7af9f700] DEBUG - Request: [174.0.39.14:57886 (WAN)] GET /hubs/sections/15 (26 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:35.358 [0x760a7bf1a700] DEBUG - Request: [174.0.39.14:57887 (WAN)] GET /hubs/sections/15 (26 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:35.441 [0x760a6d786700] DEBUG - Request: [174.0.39.14:57889 (WAN)] GET /hubs/sections/15 (24 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:35.442 [0x760a74fe0700] DEBUG - Request: [174.0.39.14:57888 (WAN)] GET /hubs/sections/15 (24 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:35.626 [0x760a7df60700] DEBUG - Request: [174.0.39.14:57891 (WAN)] GET /hubs/sections/15 (23 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:35.770 [0x760a6f7f4700] DEBUG - Request: [174.0.39.14:57885 (WAN)] GET /hubs/sections/15 (22 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:35.781 [0x760a76fd2700] DEBUG - Request: [174.0.39.14:57890 (WAN)] GET /hubs/sections/15 (21 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:36.849 [0x760a73391700] DEBUG - Request: [174.0.39.14:57892 (WAN)] GET /hubs/sections/15 (22 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:39.834 [0x760a77f0f700] DEBUG - Request: [174.0.39.14:57886 (WAN)] GET /hubs/sections/15 (20 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:41.823 [0x760a74fe0700] DEBUG - Request: [174.0.39.14:57890 (WAN)] GET /hubs/sections/15 (25 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:41.978 [0x760a6efd0700] DEBUG - Request: [174.0.39.14:57892 (WAN)] GET /hubs/sections/15 (25 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:42.208 [0x760a75f4a700] DEBUG - Request: [174.0.39.14:57891 (WAN)] GET /hubs/sections/15 (26 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:42.244 [0x760a7cf7e700] DEBUG - Request: [174.0.39.14:57889 (WAN)] GET /hubs/sections/15 (25 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:42.474 [0x760a73391700] DEBUG - Request: [174.0.39.14:57886 (WAN)] GET /hubs/sections/15 (25 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:42.555 [0x760a7af9f700] DEBUG - Request: [174.0.39.14:57887 (WAN)] GET /hubs/sections/15 (24 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:42.758 [0x760a76fd2700] DEBUG - Request: [174.0.39.14:57888 (WAN)] GET /hubs/sections/15 (24 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:42.776 [0x760a77f0f700] DEBUG - Request: [174.0.39.14:57885 (WAN)] GET /hubs/sections/15 (24 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:46.317 [0x760a74fe0700] DEBUG - Request: [174.0.39.14:57892 (WAN)] GET /hubs/sections/15 (24 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:46.544 [0x760a6efd0700] DEBUG - Request: [174.0.39.14:57886 (WAN)] GET /hubs/sections/15 (25 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:47.162 [0x760a73391700] DEBUG - Request: [174.0.39.14:57888 (WAN)] GET /hubs/sections/15 (27 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:47.643 [0x760a76fd2700] DEBUG - Request: [174.0.39.14:57887 (WAN)] GET /hubs/sections/15 (27 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:47.731 [0x760a75f4a700] DEBUG - Request: [174.0.39.14:57885 (WAN)] GET /hubs/sections/15 (28 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:47.837 [0x760a7df60700] DEBUG - Request: [174.0.39.14:57889 (WAN)] GET /hubs/sections/15 (26 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:47.872 [0x760a79f6b700] DEBUG - Request: [174.0.39.14:57891 (WAN)] GET /hubs/sections/15 (24 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:47.887 [0x760a6f7f4700] DEBUG - Request: [174.0.39.14:57890 (WAN)] GET /hubs/sections/15 (23 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:50.838 [0x760a7af9f700] DEBUG - Request: [174.0.39.14:57892 (WAN)] GET /hubs/sections/15 (27 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:51.352 [0x760a74715700] DEBUG - Request: [174.0.39.14:57886 (WAN)] GET /hubs/sections/15 (26 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:52.175 [0x760a6d786700] DEBUG - Request: [174.0.39.14:57888 (WAN)] GET /hubs/sections/15 (27 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:53.196 [0x760a6efd0700] DEBUG - Request: [174.0.39.14:57890 (WAN)] GET /hubs/sections/15 (29 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:53.804 [0x760a73391700] DEBUG - Request: [174.0.39.14:57891 (WAN)] GET /hubs/sections/15 (30 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:53.851 [0x760a6f7f4700] DEBUG - Request: [174.0.39.14:57889 (WAN)] GET /hubs/sections/15 (30 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:53.927 [0x760a74fe0700] DEBUG - Request: [174.0.39.14:57887 (WAN)] GET /hubs/sections/15 (30 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:53.953 [0x760a75f4a700] DEBUG - Request: [174.0.39.14:57885 (WAN)] GET /hubs/sections/15 (30 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:55.579 [0x760a77f0f700] DEBUG - Request: [174.0.39.14:57886 (WAN)] GET /hubs/sections/15 (29 live) TLS GZIP Signed-in Token (sgc0875)
Aug 28, 2017 15:45:55.929 [0x760a7cf7e700] DEBUG - Request: [174.0.39.14:57892 (WAN)] GET /hubs/sections/15 (28 live) TLS GZIP Signed-in Token (sgc0875)

I am sure these were contributing to the problem.

The logs also showed some possible areas where the requests that are taking too long could be fine tuned further. This is being raised with the development team

Skinns · August 29, 2017, 3:41am

thanks for the information, so at this point do you think the best course of action is to just do a complete fresh server install?

sa2000 · August 29, 2017, 7:46am

@Skinns said:
thanks for the information, so at this point do you think the best course of action is to just do a complete fresh server install?

The action now is to find out what device / app was bombarding the server with the same hubs request continuously and suspend its use for a while and then capture logs if the problem does not go away

And to have the plex client app investigated and that behaviour changed

Skinns · August 29, 2017, 9:28am

I sort of jumped the gun and started a fresh install, I have disabled any client access to the server from my friends and family once its all setup and working I will only allow people/devices to connect one at a time to see if I can single out the source of the issue. Thanks for your help I appreciate it.

sa2000 · January 26, 2018, 10:10am

@sa2000 said:

The logs also showed some possible areas where the requests that are taking too long could be fine tuned further. This is being raised with the development team

Just an update to say that thus has now been addressed and released in Plex Media Server beta release 1.11.1.

See Release Notice
http://forums.plex.tv/discussion/comment/1602026/#Comment_1602026

(Hubs) Improved the performance of the Recently Added TV hub (#7656)

grav_cyber · January 27, 2018, 11:06pm

Since i updated to 1.11.1.4730 all managed users have this bug on startpage, as an admin user all works for me

sa2000 · January 27, 2018, 11:13pm

@grav_cyber said:
Since i updated to 1.11.1.4730 all managed users have this bug on startpage, as an admin user all works for me

could you provide logs / screenshot and time of the error?

Please ensure debug logging enabled on the server - see https://support.plex.tv/articles/201643703-reporting-issues-with-plex-media-server/

Please Restart the server before reproducing the error

When the error is displayed, take a screenshot and note the time of the error
Then wait 1 minute to make sure any requests do complete and switch to the admin account and download the logs and attach the logs zip and screenshot and details about what user and what time the error was retuned

See https://support.plex.tv/articles/200250417-plex-media-server-log-files/

imajes · January 28, 2018, 5:22pm

as mentioned elsewhere, looks like this issue is to do with a malformed SQL exception. This happens when the dash is loaded as a managed user…

Jan 28, 2018 12:16:56.061 [0x7f276fbff700] ERROR - QueryParser: Invalid field 'onlyTransient' found, ignoring. Jan 28, 2018 12:16:56.061 [0x7f276fbff700] ERROR - SQLITE3:0x10, 1, near ")": syntax error Jan 28, 2018 12:16:56.061 [0x7f276fbff700] ERROR - Soci Exception handled: sqlite3_statement_backend::prepare: near ")": syntax error for SQL: select distinct metadata_items.id as 'id', parents.id as 'parent_id', grandparents.id as 'grandparent_id', metadata_items.added_at as 'added_at', metadata_items.library_section_id as 'library_section_id', grandparents.extra_data as 'extra_data' from metadata_items join metadata_items as parents on metadata_items.parent_id = parents.id join metadata_items as grandparents on parents.parent_id = grandparents.id where metadata_items.library_section_id in (2) and ((metadata_items.metadata_type=4 or metadata_items.metadata_type=10) and ) order by metadata_items.added_at desc limit 400

note the missing final WHERE clause before the ORDER BY…

sa2000 · January 28, 2018, 5:59pm

yes commented on your other post

sa2000 · January 28, 2018, 6:01pm

The issue is with the development team and relates to limitations / restrictions / labels for managed users. No further logs are needed

sa2000 · February 7, 2018, 2:11pm

A beta hot fix version of Plex Media Server has just been released - Plex Media Server 1.11.1.4768

See Release Notice

(Hubs) Recently Added TV hub failed to load for managed users with content restrictions. (#8123)

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