# What The Heck?!?!?! **URL:** \ **Category:** Plex Media Server\ **Tags:** server-windows\ **Created:** [June 3, 2022, 10:38pm UTC](https://forums.plex.tv/t/what-the-heck/795583 "2022-06-03T22:38:29Z")\ **Posts on this page:** 16\ **Page:** 1
**Author:** ![Duke\_D](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/duke_d/32/11190_2.png) [@Duke\_D](https://forums.plex.tv/u/Duke_D)\ **Post date:** [June 3, 2022, 10:38pm UTC](https://forums.plex.tv/t/what-the-heck/795583/1 "2022-06-03T22:38:29Z")
Server Version#:1.26.2.5797 Player Version#:4.29.2 Updated Synology to 7.1-42662 Update 2 today. Now, when I open Plex to watch a movie, the icons for the movies show but Plex can’t seem to find the file “Please check that the file exists and the necessary drive is mounted.” What the heck should I do? I’m not as schooled and intelligent about all this “server” stuff as many of you are. Suggestions as to what I should do to get the files r4ecognized again? Sigh… Thanks All !! ---
**Author:** ![tom80H](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/tom80h/32/19753_2.png) [@tom80H](https://forums.plex.tv/u/tom80H)\ **Post date:** [June 3, 2022, 10:53pm UTC](https://forums.plex.tv/t/what-the-heck/795583/2 "2022-06-03T22:53:17Z")
Did you upgrade the NAS from DSM6? Have you granted access to your files to the system account `PlexMediaServer` on your NAS (via DSM FileStation)? ---
**Author:** ![ChuckPa](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/chuckpa/32/79710_2.png) [@ChuckPa](https://forums.plex.tv/u/ChuckPa)\ **Post date:** [June 3, 2022, 11:14pm UTC](https://forums.plex.tv/t/what-the-heck/795583/3 "2022-06-03T23:14:50Z")
To add to Tom, Throughout Synology’s history, Many of their updates have “accidentally” dropped PlexMediaServer’s permissions to our media. PMS is non-privileged on DSM so relies on having manually-granted permission to read the media files. Go back to Control Panel - Shared Folder EDIT each share containing media. ADD PlexMediaServer again if removed / REPAIR (Apply to this folder,sub-folders, and files) as needed. ---
**Author:** ![Duke\_D](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/duke_d/32/11190_2.png) [@Duke\_D](https://forums.plex.tv/u/Duke_D)\ **Post date:** [June 4, 2022, 12:30am UTC](https://forums.plex.tv/t/what-the-heck/795583/4 "2022-06-04T00:30:32Z")
I really appreciate your time with my incompetence. I tried to do everything you mentioned in Control Panel, to no avail. Should I call Synology and have them walk me through this? Everything was just fine until I installed their update. Really wish I was more intelligent about this sort of thing. Let me know your thoughts. Thanks! ---
**Author:** ![ChuckPa](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/chuckpa/32/79710_2.png) [@ChuckPa](https://forums.plex.tv/u/ChuckPa)\ **Post date:** [June 4, 2022, 12:44am UTC](https://forums.plex.tv/t/what-the-heck/795583/5 "2022-06-04T00:44:47Z")
Synology won’t help you . They don’t like it when customers start digging into their internals (even though it is your machine). Can you grab me the Plex logs downloaded ZIP file? Please attach the entire ZIP. Maybe I can see what the error is and guide you by using the GUI. ---
**Author:** ![Duke\_D](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/duke_d/32/11190_2.png) [@Duke\_D](https://forums.plex.tv/u/Duke_D)\ **Post date:** [June 4, 2022, 9:44am UTC](https://forums.plex.tv/t/what-the-heck/795583/6 "2022-06-04T09:44:59Z")
[Plex Media Server Logs\_2022-06-04\_04-36-55.zip](https://forums.plex.tv/uploads/short-url/1l3gblz8fcacqFriZMtBKuNDZGj.zip) (2.5 MB) Hope this worked Chuck. Thanks Again! ---
**Author:** ![Duke\_D](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/duke_d/32/11190_2.png) [@Duke\_D](https://forums.plex.tv/u/Duke_D)\ **Post date:** [June 4, 2022, 10:08am UTC](https://forums.plex.tv/t/what-the-heck/795583/7 "2022-06-04T10:08:35Z")
BTW Chuck, it occurred to me that I should just wipe the Plex installation and re-install. 'Course I would probably screw that up too but maybe that’s the cleanest way? Your thoughts? ---
**Author:** ![tom80H](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/tom80h/32/19753_2.png) [@tom80H](https://forums.plex.tv/u/tom80H)\ **Post date:** [June 4, 2022, 10:47am UTC](https://forums.plex.tv/t/what-the-heck/795583/8 "2022-06-04T10:47:55Z")
Reinstalling won’t fix missing permissions ---
**Author:** ![Duke\_D](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/duke_d/32/11190_2.png) [@Duke\_D](https://forums.plex.tv/u/Duke_D)\ **Post date:** [June 4, 2022, 12:05pm UTC](https://forums.plex.tv/t/what-the-heck/795583/9 "2022-06-04T12:05:01Z")
Thanks Tom. Appreciate your help. ---
**Author:** ![Duke\_D](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/duke_d/32/11190_2.png) [@Duke\_D](https://forums.plex.tv/u/Duke_D)\ **Post date:** [June 4, 2022, 12:36pm UTC](https://forums.plex.tv/t/what-the-heck/795583/10 "2022-06-04T12:36:24Z")
BTW- found this and tried to follow but no affect… " I have a Synology NAS at home and I have setup a plex server to serve some of the my media collections. It has been working pretty well in the past. However, I haven’t used it much since I have other online media services. And after I have upgraded the Synology OS to DSM7.0 for a while, I noticed that the plex media server started having issues to access files in some of the folders. After spending some time to dig out what has caused it. Here is my findings: For plex, it has two user/group that controls the access to the files. One is the regular `plex` user which is more visible in the permission settings, which you usually won’t miss. And the other one is called `System internal user` , and the user name is `PlexMediaServer` . To access it, go to `Control panel -> Shared Folder -> Edit -> Permissions -> System Internal user (in the drop down) -> PlexMediaServer` . In order to have Plex work properly for the media folder, make sure both users are granted `Ready Only` access." I ---
**Author:** ![Duke\_D](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/duke_d/32/11190_2.png) [@Duke\_D](https://forums.plex.tv/u/Duke_D)\ **Post date:** [June 4, 2022, 12:44pm UTC](https://forums.plex.tv/t/what-the-heck/795583/11 "2022-06-04T12:44:31Z")
Don’t know if this is any help … Control Panel Synology [synologyCP.zip](https://forums.plex.tv/uploads/short-url/hkwRtB432EPmkhhmGdhn14NgWsw.zip) (133.7 KB) ---
**Author:** ![dane22](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/dane22/32/4389_2.png) [@dane22](https://forums.plex.tv/u/dane22)\ **Post date:** [June 4, 2022, 1:04pm UTC](https://forums.plex.tv/t/what-the-heck/795583/12 "2022-06-04T13:04:59Z")
Huh…Your logs indicate your PMS is running Windows? `Jun 03, 2022 17:15:52.108 [21084] INFO - Plex Media Server v1.26.2.5797-5bd057d2b - Microsoft PC x64 - build: windows-x86 windows - GMT -04:00` ---
**Author:** ![ChuckPa](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/chuckpa/32/79710_2.png) [@ChuckPa](https://forums.plex.tv/u/ChuckPa)\ **Post date:** [June 4, 2022, 2:20pm UTC](https://forums.plex.tv/t/what-the-heck/795583/13 "2022-06-04T14:20:09Z")
@Duke_D Thank you for the logs. I figured out what’s happening. 1. First of all, You’re using Windows as your server and not Synology ```auto Jun 03, 2022 17:15:52.108 [21084] INFO - Plex Media Server v1.26.2.5797-5bd057d2b - Microsoft PC x64 - build: windows-x86 windows - GMT -04:00 Jun 03, 2022 17:15:52.108 [21084] INFO - Windows version: 10.0 (Build 19043), language en-US Jun 03, 2022 17:15:52.108 [21084] INFO - 16 3700 MHz processor(s): Architecture=0, Level=23, Revision=2050 Processor Identifier=AMD64 Family 23 Model 8 Stepping 2, AuthenticAMD Jun 03, 2022 17:15:52.108 [21084] INFO - Compiler is - MSVC 1929 Jun 03, 2022 17:15:52.108 [21084] DEBUG - "C:\Program Files (x86)\Plex\Plex Media Server\Plex Media Server.exe" ``` 1. Almost immediately, I find where your Windows server can’t access the files on the Synology, using SMB shares, because the ACCOUNT you signed in as – Probably “admin” ?? – is disabled ```auto Jun 03, 2022 17:15:52.891 [21312] ERROR - Couldn't check for the existence of file "N:\Movies\.grab": boost::filesystem::status: This user can't sign in because this account is currently disabled: "N:\Movies\.grab" . . . Jun 03, 2022 17:15:52.941 [21312] ERROR - Couldn't check for the existence of file "T:\TVShows\.grab": boost::filesystem::status: This user can't sign in because this account is currently disabled: "T:\TVShows\.grab" ``` The solution here is simple, - Change the mount credentials Windows uses to access your files on the Synology - Restart PMS. ---
**Author:** ![Duke\_D](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/duke_d/32/11190_2.png) [@Duke\_D](https://forums.plex.tv/u/Duke_D)\ **Post date:** [June 5, 2022, 11:14am UTC](https://forums.plex.tv/t/what-the-heck/795583/15 "2022-06-05T11:14:51Z")
Well Chuck, It worked. Guess this just shows how un-educated I am about this stuff. Without your help and Toms’ I would have been chucking this out. If you’re interested here’s what happened… when I logged onto the Synology software the other day, it told me to disable the “admin” login since “admin” is susceptible to being hacked, so I disabled it and created a new username and PW. After following your instructions to sign in with the old “admin”, it worked. Now- since you seem to be surprised at the way it’s set up… ie. on windows… can you point me to an article or discussion as to how to set it up properly and I’ll try to educate myself and change things to be the way they are supposed to be? Once again thank you for your time on my messy problem! Appreciated very much! ---
**Author:** ![ChuckPa](https://sea1.discourse-cdn.com/plex/user_avatar/forums.plex.tv/chuckpa/32/79710_2.png) [@ChuckPa](https://forums.plex.tv/u/ChuckPa)\ **Post date:** [June 5, 2022, 4:53pm UTC](https://forums.plex.tv/t/what-the-heck/795583/16 "2022-06-05T16:53:14Z")
@Duke_D I’m not surprised how you’ve got things setup at all. My “??” was requesting confirmation. Now that we know the changes you made on the Synology, we can move forward. On your Synology, 1. You still have the new Username & Password there ? We’ll be using that. 2. When we’re done, we will disable the “admin” username as Synology suggests ( they request it be disabled because a lot of people have VERY weak passwords for ‘admin’ and that’s how it gets hacked ) On your computer, 1. Stop Plex 2. We’ll do the following for each drive letter you have mapped from the Syno. – Unmap the drive letter – Map it again, to the exact same drive letter it was – Using the new Username & PW. – Open the new drive letter and make certain you can see all the files and folders just as you did before 3. IF (you might not need to do this), the newly mapped folders aren’t seeing all the files and folders they should be, – we will go to the Synology and fix it . 4. If you do see everything OK, then Start up Plex 5. If you don’t, please let me know and I’ll show you how to make that change. ---
**Author:** ![system](https://global.discourse-cdn.com/plex/original/3X/2/a/2acb9765406f63293d357b4ec509ec39aa28f2ad.png) [@system](https://forums.plex.tv/u/system)\ **Post date:** [September 3, 2022, 4:53pm UTC](https://forums.plex.tv/t/what-the-heck/795583/17 "2022-09-03T16:53:47Z")
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