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RokuEmmanuel-D's avatar
RokuEmmanuel-D
Community Moderator
26 days ago
Solved

[Solved] Plex app playback issues after an update

Hey everyone!

We've seen some folks reporting the Plex app with picture quality issues and frequent stuttering after the update. 

Status update 10/01: We believe the issue should be resolved now.

To make sure, please update the channel by highlighting the Plex app on your Home Screen, pressing the * (star) button on your remote, and selecting “Check for updates.”

If the issue continues, please share your serial number/Device ID and Plex app build version (you can find it the same way, highlight the app and press the * button).

Give that a try and let us know if anything changes! Thank you!

Roku Community Team

Fixed
  • RokuArcelyn's avatar
    RokuArcelyn
    10 days ago

    Hey everyone,

    Status Update 10/01: We believe the issue is now resolved.

    Please update the Plex app by highlighting it, pressing * on your remote, and selecting “Check for updates.”

    If it’s still not working, share your serial number/Device ID and Plex app build version.

    Let us know if that helps!

    Roku Community Team

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  • Marioe's avatar
    Marioe
    Newbie
    12 days ago

    I am experiencing the same issues. In plex, certain files are pixelated and freeze. Plex is version 8.6 build 5 and roku software version 15.0

  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    Community Moderator
    12 days ago

    Hey everyone! 

    Quick update: We'd like to know the latest version of the Plex Media Server. To ensure that you're on the latest version, try updating the app by following the steps below:

    1. Highlight the Plex app on your home screen.
    2. Press the Star (✱) button on your remote.
    3. Select "Check for updates" 
    4. The app will automatically update if there's an available version. 


    If you're on the latest version, please reply to this thread and let us know if the issue is still happening.

    We hope to hear from you soon!

    Roku Community Team

    • MattURok's avatar
      MattURok
      Binge Watcher
      12 days ago

      Not sure whether you're asking about the media server or the app. You mentioned both.

      Anyway, see my detailed responsible for the versions. I just tried checking for updates for the Plex app and there was no update. I am on the latest version of the Plex app for Roku. I'm also on the latest version of the Plex media server, having installed it today. The freeze frame and blockiness problem persists.

       

      • slade73's avatar
        slade73
        Channel Surfer
        11 days ago

        It's Roku, not Plex. Try a video on a USB drive with Roku Media Player and the same thing happens. (And sorry if I've already replied to you with this -- I've been replying like crazy here just to try to get someone from Roku to acknowledge this.)

    • slade73's avatar
      slade73
      Channel Surfer
      12 days ago

      This is not just isolated to Plex. Put an HEVC encoded video file on a USB drive and play it with Roku Media Player, and the same symptoms occur.

      • wallacebrf's avatar
        wallacebrf
        Channel Surfer
        12 days ago

        I have been having issues with both HVEC and h264 and changing to transcoding seems to always fix it. It is not all h264 files, have not found a pattern yet but HVEC does 100% of the time cause an issue 

    • wallacebrf's avatar
      wallacebrf
      Channel Surfer
      12 days ago

      I am on the latest version, just checked and the issue is occuring 

      • RokuEmmanuel-D's avatar
        RokuEmmanuel-D
        Community Moderator
        12 days ago

        Thanks for confirming! wallacebrf​ 

        Could you please share the exact version of the app? We'll look into it and pass it on to the team for further review. 

        Roku Community Team

  • slade73's avatar
    slade73
    Channel Surfer
    12 days ago

    I’ve reproduced this behavior via a USB drive and Roku Media Player. The issue isn’t Plex (or, in my case, Jellyfin), it’s the Roku. My Roku TV is fine, but on Roku Ultra with Roku OS 15.0.4, HVEC video is borked.

    • slade73's avatar
      slade73
      Channel Surfer
      12 days ago

      *HEVC. I feel like such a rookie now!

  • Snd4's avatar
    Snd4
    Newbie
    12 days ago

    Starting experiencing the same thing today. 

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      12 days ago

      Hi! Snd4​ 

      We'd like to know your device details so we can send them to the right team. You can find the requested info above. Thanks for your help!

      Hoping to get a response soon!

      Roku Community Team

  • MattURok's avatar
    MattURok
    Binge Watcher
    12 days ago

    As the title says. Since I received the latest software update on my Roku Ultra a few days ago, I'm having trouble watching 1080p movies. When the images get at all complicated, fog or dust or whatever it is that digital has trouble handling, massive blockiness occurs. Sometimes it goes to a freeze frame until the next keyframe comes along I guess. Needless to say this is unbelievably annoying. Of course I have tried rebooting the device. Please fix this. It has sucked all the enjoyment out of watching movies in my home theater.

    • RokuSuzette's avatar
      RokuSuzette
      Community Moderator
      12 days ago

      Hey, MattURok​ 

      You've mentioned that you are having issues with the Roku Ultra after the update, and it seems it is affecting the Plex app. Please check the post above and share the info we asked for so we can send it to the right team.

      Looking forward to your reply!

      Roku Community Team 

      • MattURok's avatar
        MattURok
        Binge Watcher
        12 days ago

        Thanks for either moving or copying my posts over here. When I first read your note I didn't understand you were referring to a different thread, and by the time I figured it out you had already copied my posts.

    • MattURok's avatar
      MattURok
      Binge Watcher
      12 days ago

      I'm realizing I left out some essential details. I'm watching movies on Plex over the network. I see there is a new version of Plex out and it could very well be that. I've done the upgrade. So I'll check back in in a little while and tell you whether you should just ignore this. Sorry for not checking that first.

      • StreamerUser's avatar
        StreamerUser
        Roku Guru
        12 days ago

        MattURok​ 

        You should also include your Plex app version and Ultra's actual model #, since there are many (e.g. 4640, 4660, 4661, 4662 4670, 4800, 4801, 4802, 4850):  Settings/System/About

  • wallacebrf's avatar
    wallacebrf
    Channel Surfer
    13 days ago

    I am having this issue starting today. A lot of video files are pixelated, the video stops but audio keeps going

    Seems that it can be fixed if I force to a lower video quality which forces transcode as the issue only seems to happen when direct playing the file. If it is only happening during direct play it is not a server issue but the Roku Plex client

    Roku device model: 4802X

    Device ID: S0DA2266FKC6

    Serial Number: X0100086FKC6 

    GC version 14.7.16

    Software version: 15.04 build 5526-C2

    Tracker ID: C6-390-327

    Plex App build version: version 8.6 build 5

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      12 days ago

      Hi! wallacebrf​ 

      Thanks for the info you provided! We've already forwarded this over to the right team for investigation. 

      Stay tuned for additional updates on this thread.

      Roku Community Team

  • dumbpuppy's avatar
    dumbpuppy
    Channel Surfer
    13 days ago

    Thank You for looking into this issue.  My Plex 4k 60fps videos stopped playing altogether, just loads to 99% and never finalizes.  Other 4K videos do pixelate, freeze, or skip frames.  I have also seen freezes on video with regular 480p content, but not as often.

    Plex app:  v8.6 build 5
    Tracker ID:  G5-390-303
    Model: 4850X-Ultra
    Serial number: X02800N8TFG5 
    Device ID: S0VS34D8TFG5
    Software Build: 15.0.4 build 5526-G6

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      12 days ago

      Hey! dumbpuppy​ 

      Thank you for providing these details here! We'll include your device in the investigation. In the meantime, stay tuned to this thread for more updates.

      Roku Community Team

  • enngage's avatar
    enngage
    Newbie
    14 days ago

    Just wanted to add a bit of information.  I am using multiple Roku Ultras but have just had an update last night 09-26-2025 on one of my devices which has broken anything that compressed with H265 SD or HD.  I compress all DVDs, Blurays and 4K videos in this format. Now when I stream anything from my PLEX server in H265 I have a freezing screen, pixelization, and eventually the ROKU will shut down and reset. Model 4850X  Software Version 15.0.4 build 5526. I hope there is a fix for this soon. Also another note, PLEX has recently updated the software used on ROKU but i'm sure everyone knows that.  Thank You

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      13 days ago

      Thanks for the info! enngage​ 

      Looks like you're also having this issue with Plex. We'll forward your info over to our team for further investigation. 

      Stay tuned on this thread for updates!

      Roku Community Team

  • Devonlarratt's avatar
    Devonlarratt
    Newbie
    14 days ago

    I’ve noticed stuttering after the last Plex update, especially during longer videos. Clearing the app cache and restarting the Roku helped a little, but playback still isn't fully smooth. I hope the developers can fix this soon. By the way, I work in sportswear manufacturing: https://rajcousa.com I know how important consistent quality is — whether it’s fabric performance or app performance. Just like choosing the right materials for activewear, the right updates and optimizations make a big difference. Thanks to the Roku team for investigating — fingers crossed for a quick patch!

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      14 days ago

      Hey! Devonlarratt​ 

      Thanks for those extra details. While we're working on this, we might as well need your device info so we can also get it forwarded to the team. 

      Requested details can be found at the top of this thread. Your help is appreciated!

      Roku Community Team

  • Devonlarratt's avatar
    Devonlarratt
    Newbie
    14 days ago

    <p>I’ve noticed stuttering after the last Plex update, especially during longer videos. Clearing the app cache and restarting the Roku helped a little, but playback still isn't fully smooth.</p>

    <p>I hope the developers can fix this soon.</p>

    <p>By the way, I work in 
    <a href="https://rajcousa.com" target="_blank" rel="nofollow sponsored noopener noreferrer">
    sportswear manufacturing</a>. 
    I know how important consistent quality is — whether it’s fabric performance or app performance. Just like choosing the right materials for activewear, the right updates and optimizations make a big difference.</p>

    <p><strong>Thanks to the Roku team for investigating — fingers crossed for a quick patch!</strong></p>