[Help] Plex is dropping connection

[Chelya]

Suddenly, when I try to connect to the Plex server, it drops the connection. Browser returns an error: ERR_CONNECTION_REFUSED

The App Center shows Plex is running. There are no issues accessing TNAS All other functions are fully functional. The error appeared after shutting down TNAS (not due to an emergency; TNAS is connected via a UPS. There was a power outage yesterday, so TNAS was shut down normally for the period of outage. It was shut down while powered by a UPS, with no errors during the outage).
After starting TNAS, Plex became inaccessible via the browser (with connection refused error), even though everything works and TNAS itself shows the Plex server is running.
No settings were changed.
dmesg doesn't give any "red" error or filesystem errors. the only error that I found in dmesg output was
scst: scst_pr_set_file_name***ERROR***: PR file name /var/lib/scst/pr/7:0:0:0 parent directory doesn't exist
Not sure wht this error means, but I guess it's not related with Plex

I tried rebooting TNAS and the router. I even reinstalled Plex (uninstalled and installed new). The result is the same. What could this be?

Plex 1.42.2.10156 TOS 5.1.67-00214 TNAS F5-221

[Khryztophfer]

I have been having similar issues for the past 4 days.

Everything has been working fine for the past 6 months, since initially setting up my Plex server on my new F4-423. Then, suddenly on Thursday night, my Plex libraries were offline. I logged into the NAS to check on Plex, and discovered there was an available update (1.42.2.10156). I figured that was probably the problem, so I updated.

After the update, the problem became even more complex, as I could not get the Plex app to stay in the “enabled” state. I would enable it, and it would come online and I could then access my library as usual, but within a few seconds of launching the Plex app, it would revert to “disabled.”
If I was fast enough and could open Plex on my TV and get something playing, then it would keep the server in the enabled state, but as soon as I finished watching something or tried to navigate to something else, it would lose the connection and to the server again, and Plex would show as “disabled” again on the NAS.

After doing some online querying and reading through some Reddit posts, I realized I was still running TOS 5.1.145 when 6.0.783 was available. Some people were suggesting that I needed to upgrade my TOS first, to be compatible with the new release of Plex. So I did all that, and then re-installed Plex Media Server. This time it was enabled, and stayed in the enabled state! However…. After opening the server, a few seconds later all my libraries went offline and showed the little yellow caution symbol. I couldn’t get the server to reconnect. After exiting out of Plex, when I would subsequently try to open it I would just get a blank page that said “Safari can’t open the page because it couldn’t connect to the server.”
And when I tried to open Plex from my Apple TV, none of my libraries were there.

If I disable it and re-enable it, it comes back online briefly, but I quickly goes back offline. And this is where I’m at now. Beyond frustrated!

I’ve uninstalled Plex, rebooted the NAS and my router, then re-installed Plex a few times now, and I get the same problem. I’ve checked and double checked all my permissions and they’re all set to full read/write access. I’ve even gone so far as to completely restore my NAS to factory default settings and re-installed a fresh copy of TOS 6, and a fresh installation of Plex Media Server.

After doing this, I was able to connect to Plex and go through the set-up process as if I was setting up the server for the first time, re-adding all my media libraries, etc. But as soon as I get into the actual Plex interface, suddenly all of my libraries go offline again with the little yellow caution symbol, and despite saying Plex Media Server is “enabled” in TOS, when I try to open it I get the “can’t open page because it couldn’t connect to the server” message again.

Again, I’ve checked all of my permissions, rebooted, restarted my router. Nothing works.

I’ve even tried a few SSH sessions to follow some online solutions, but I really don’t know what I’m doing as I’m not that technical when it comes to coding and running anything via command prompt. What I attempted to do didn’t yield any results anyway (unless I did it wrong). Basically the suggestion was to check for any other instances of Plex that were still running and kill the processes if anything other than “grab Plex” came back. A lot came back that I didn’t understand, so I just exited out of the SSH session.

I know it’s gotta be some sort of glitch between settings SOMEWHERE, network protocols, router settings, or a fault in the updated software release, but I just can’t figure out where or what!!

Can ANYONE help with this issue?

[TMeric]

I have just verified that the latest version of Plex 1.42.2.10156 is working properly.

I recommend visiting our official website www.terra-master.com, using LiveChat to contact our online support, and scheduling a remote session with an engineer for assistance and troubleshooting.

[Khryztophfer]

I was chatting with an agent earlier, and she had me rename the existing Plex folder to “Plex-old”, then uninstall and reinstall Plex so it would create a new “Plex” folder and any old config files in the other folder wouldn’t conflict with the newly installed files. It didn’t work.
It connected initially and I was in the process of setting up my media libraries again, and then it disconnected. Port 32400 closed and disappeared from the list of active ports in the TOS control panel.

The agent didn’t respond after that, and now they’re offline.

[TMeric]

Given that the symptoms of your device are quite abnormal, we still strongly recommend that you schedule a remote assistance session with an engineer. This will allow for more accurate identification and troubleshooting of the issue, and will also be more efficient.

[Khryztophfer]

How do I schedule an appointment?

[EthanLiu]

To facilitate timely communication and confirm availability, please contact customer service through the official website.

Here are the things to note, you can read in advance and choose a suitable time:
Please go to the official website's Live Chat to schedule a remote engineer for troubleshooting. You only need to provide your email and tell them this is the request from Clem.
www.terra-mastert.com
Our working hours are:
09:30-11:30, 14:00-17:00, Monday to Friday, UTC+8.
(Oct1-Oct7 Limited services are available during statutory holidays. It is recommended to make an appointment after the holiday.)

Please install TeamViewer on your computer and send us the ID and password of the remote session tool at the scheduled time or beforehand through this chat window.

Please install putty or others tool that can login in SSH before we connect to your PC/mac if you can: viewtopic.php?f=78&t=2350

For smooth connection, please use wired connections to your PC/MAC as much as possible, otherwise we may need more time to handle the issue.

When we provide remote service for you, there are the following matters need to inform you and obtain your consent before proceeding to the next step.
1. We may need to operate in the system background through linux command, if you have questions, please inform us in time.
2. In the process of remote service (including but not limited to system installation, upgrade, setup, hard disk mount, data import, etc.), there may be unknown risks, which may lead to operation failure or even data loss, etc.. These risks are borne by you.
3. Before providing remote service for you, you need to inform us in detail about the equipment (including but not limited to: equipment model, system version, usage age, health condition, etc.).
4. In the process of remote service, please ensure that the equipment is in good health and the operating environment is stable and reliable.
5. In the process of remote service, we may need your assistance, such as switching on/off, providing equipment (such as hard disk, backup machine, etc.).
6.Whether the technical support service is successful or not, we do not undertake the analysis of specific reasons.

[Chelya]

I've send a report, that was created by TOS to support[at]terra-master.com
Is this a legitimate way to contact tech support, or do I need to arrange access to my device for your service engineer (via LiveChat уес)? I'm not sure I'll be able to be near the device anytime soon to assist him.

[CursaYang]

I've send a report, that was created by TOS to support[at]terra-master.com
Is this a legitimate way to contact tech support, or do I need to arrange access to my device for your service engineer (via LiveChat уес)? I'm not sure I'll be able to be near the device anytime soon to assist him.

After engineers review your logs, they will respond. If remote assistance is needed, they will prompt you to schedule a time.

[TMzethar]

I have noticed that your NAS model is from the TOS4 era.
Please confirm whether the HDDs still use the old partition format. Open Control Panel - System - Overview, and check if the capacity of '/' is 2GB or 8GB.
If it is 2GB, the 5.1.67 system may not be fully accommodated, leading to various anomalies. In such cases, it is recommended that you reinstall TOS 5.0.176, which is compatible with the old partition format.
If it prompts 'Delete/Format/Create' during the reinstallation process, please stop the operation to prevent data loss.