What to do when Plex doesn't work

Plex Media Server NAS & Devices
1

Server Version#: 1.18.5.2309
Player Version#:

Clicking on teh ULR from the NAS ‘package centre’ (or from anywhere else) results in a long wait until timeout. Essentially, I have no Plex, and have no idea how to force it to work, or how to get my money back.
If I’m not supposed to complain or get support here, where do I go? It is completely unclear to a basic user.

2

What money?

Have your tried the support pages?
What is it your trying to do?

Well if we knew what your problem was one may be able to help you.

Where do you go, depends on your problem, I’m guessing…

3

Polite, but Irritated/Highly Irritated Complaining is highly regarded as an effective tool for the Plex User.

Since you’re not very mad already and since we never let anybody talk to @ChuckPa when they’re very mad <---- he’s on his way.

lol

4

If you will please state the problem, in as much detail as you can,

Tell us about which Synology unit you have, some of the characteristics of the video you’re, and the playback environment.

We do our best to help but do need info.

At some point, the log files will likely be required. They give us the best direct information about what you’re seeing. They capture any errors / problems PMS encounters while you’re attempting to use it.

5

My dear Juice-Loving friend :rofl:

I do prefer the calm. I completely understand and relate to frustrated. I can work with that. Afterall, I do work with you when you have problems. True? LOLOLOLOLOL

6

True - and have put a serious smite down on me as well…lol

I will say it has been my dealings with you that have pretty much made it a foregone conclusion I will NEVER, in a MILLION YEARS, put my Plex Server on my NAS <— 'cause I might have to show up here a level or two higher than ‘Highly Irritated’ and that won’t work out well for anybody…

:smiley:

7

@Andy-Currington

To speak directly to what helps me the most:

  1. Settings - Server - General - Show Advanced.
    a. Make certain DEBUG logging is checked
    b. Make certain VERBOSE logging is not checked
    c. Click SAVE if you changed either of them.

  2. Now please recreate the problem. (About 30 seconds of playback attempt will do)

  3. After stopping the playback (attempt), wait another 30 for the log information to completely get to the files and the system to quiesce

  4. Settings - Server - Troubleshooting (left panel) - Download Logs

  5. Please attach the ZIP file it gives you.

I will inspect that ZIP

8

Juice,
Would you put it on an i7-7700 NAS? :thinking:

9

No.

I have a spot for a NAS in ‘The Mind Build’, but I want it to be a NAS - and get/give Automatic Library Updates for New Material without all the sweating and wringing of hands - so when I’m ready to do that - you’ll hear from me.

11

Hello,

I think i understood what the OP stated, because i have the same problem.
In short : Plex won’t start.

My config : DS918+, updated to latest DSM, on a local LAN

1- I installed with the synology package. When installed, i click launch, wich opens a new tab, where i get a timmeout…
2- I uninstalled, re installed, same thing.
3- i uninstalled, reboot, install the PlexMediaServer-1.18.7.2457-77cb9455c-x86_64.spk with a manual install, same thing

12

Per the OP: “What do I do when Plex doesn’t work”.

Here is the “Big Sledgehammer” approach which doesn’t scrap your existing metadata / sections.

All of this must be done on your home LAN and on the same subnet as the Synology

  1. Package Center -> Stop Plex
  2. Plex/Web - Settings - Authorized Devices - Servers (dropdown)
  3. REMOVE the Synology from the list. If there are multiple of the same (which is the root problem) , Remove them too.
  4. Sign out of Plex/Web (upper right corner at your Avatar - click & Sign out)

Now to prepare the Synology for reclaiming and re-insertion

  1. Open File Station
  2. If you don’t see the Plex share, -> Control Panel - Shared Folders - Plex - EDIT - Permissions tab -> Give yourself R/W permission - OK (saves)
  3. In File Station, navigate: Plex - Library - Application Support - Plex Media Server
  4. Rename Preferences.xml to Preferences.xml.old (right-click ‘rename’ or F2)
  5. Start Plex
  6. Give it 60 seconds to spin itself up

Setup the server again (partial setup with CLAIM)

  1. In your local browser, Open an incognito window.
  2. Open , using the IP only, http://ip.addr.of,.syno:32400/web
  3. It will greet you and have you sign in.
  4. It will also want to setup a new server (this is expected)
  5. Begin setting up a new server EXCEPT Do NOT create new media sections. PMS will find what’s already existing.
  6. Proceed through the rest of the normal setup setting preferences as you had them. (We just erased many of your preferences)
  7. When you Finish and arrive at the Dashboard, your library sections will be there again.

On your other devices, They may stumble looking for the old server by this same name but should also show you this new instance. ( I don’t like it either ). You might need to “reset customizations” to have it pin itself to this new server instance ID (yes, it’s all driven by ID number and not the friendly name. – I did ask that be changed and am waiting to see if they can use both methods to transition with )

13

Thanks for you answer.
I tried your sledghammer approach. (i like sledghammers :slight_smile:

first group of steps, point 3 : i had no server in the list (i have never been able to run plex on my syno yet)
second group of steps, step 6, i watch the cpu usage, and it came back to standby after 15s.
third group, step 2, i got nothing. (blank white page, then timeout message) I tried in chrome, in an incognito chrome, and in firefox.

So still not working, and i have never been able to connect to the plex programm on the synology… :frowning:

14

Let’s first get Plex running on your server.

Without a running server, there is no point to performing any other steps.

First thing we need to do is see what’s happening.
Please use these instructions.

15

Here are the logs :

Logs.zip (545.7 KB)

16

@vortex_fr_yahoo_fr

Your passwords within Plex are all confused for some reason.

Please start with this and then we will address the server again.

17

Hello,
I have been busy adjusting life with the coronavirus.
Getting back on this.
I tried your insctructions, but still no connexion possible to the server (timeout in the incognito browser).
I uninstalled the plex version i got from the website, and put back the synology version (older), and still the same.

May be we should unnistall it, and wipe clean files to get a blanck sheet to start again ?

18
  • Stop plex
  • Open the Plex share.
  • Rename Library to Library.keep
  • Sign out of the Plex/web window (upper right)
  • Close and reopen browser
  • Start Plex
  • Wait 30 seconds for Plex to get itself started fresh
  • Open incognito window to http://ip.addr.of.syno:32400/web
19

If I’m not supposed to complain or get support here, where do I go? It is completely unclear to a basic user.

Similar question, this is not communicated well to new users. I’m wondering where to get support, specifically how one can create a post or where to get support. I purchased a lifetime plex pass when I purchased equipment but have struggled to get my system up and running. My system can’t see the server. I’m new but have been lurking for a week. Did a search for my issue and no results.

But I also can’t appear to create a new post for support, don’t know where to turn to get assistance. If anyone can tell me how to do that, it would be much appreciated. Thank you.

20

@vocalized_bus_alpha

This is the support (Forum Based - Community support).

Go to the Plex > icon, click it, then navigate into the category which is best for you.
Then create a new topic (+ New Topic)

1 Like
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