[Solved] Plex app playback issues after an update

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

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

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

Roku Ultra, same issue with known good video files getting a lot of artifacts and freezing.  The only workaround I have found that resolves it for me is to change settings for Quality down to 720p. Anything playing 1080-2160p has the issue for me. Hopefully this gets resolved but that is a workaround for those of you wanting to still watch some things while they figure this one out.

Model:  4800X - Roku Ultra
Plex App Ver: 8.6 Build 5
Software version:  15.0 build 4.5526-C2
Device ID:  S02A21CCXK88
Serial Number:  X01000ECXK88

I have seen this with MKV files, dropping to 720p/<5Mbps seems to be a workaround. forcing direct play does not change anything. the same files at max settings work fine in the plex browser app and the android app. Freezing and the playbacks artifacts were never a problem prior to the upgrade.

4850X-Ultra
15.0.4 Build 5526-g6
GC 14.7.16
2025-09-30T01:55:01Z
ID NA-391-795

Essentially the same issue here after the update as the rest... 

In the case of submitted Issue ID 9U-391-737, the original file is 4k HDR10 @ 24.9 Mbps. Transcoding down to any 1080p resolved the issue... I was able to play the file without issues @ 1080p 20Mbps.

HOWEVER...

I have other media that is natively 1080p @ 9.8Mbps that stutters and artifacts if I try to stream it directly. The issue is ameliorated only by transcoding from 1080p 9.8mbps down to 1080p 8mbps.

So it seems that transcoding at any level resolves this issue.

Currently running:
Roku Ultra 4802x
Device ID: SODA225V179U
Serial #: X01000SV179U
Software Ver: 15.0.4 · Build 5526-C2
GC version 14.7.16
Plex Ver: 8.6 Build 5
Issue ID: 9U-391-737

Oh, and if the plex team is watching this thread... your latest update is complete **bleep**. 

I noticed the same problem over the weekend no 4k files play without setting to transcode down to 1080p to be "mostly" stable.  I play on other devices; it is wired connected at 1Gbit and the streams are only like 20Mbit (Directstream).  All the 4k media is likely H265.

OS 15 / Plex 8.6 build 5.  I couldn't get the "tracker ID" step to do anything.

Roku Ultra 4850x Device ID: SOVS348W91L2 / Serial: X02800SW91L2

So far recorded TV seems fine but this is .TS (MPG2) and mostly 720p.

I just ran a 5 minute test play of several of the videos that were for sure having the issue and so far the problem hasn't happened. It almost always happened for me within 2 minutes or so. Hopefully that holds true when playing them full length. They do seem to take an extended amount of time to load now though, but I'll take it gladly.

Thank you for dealing with our complaints and to those working on it for getting it fixed. 

I use Plex to access a remote server that someone else hosts.  It worked fine about 10 days ago, but no longer does.  I have lost many options that used to be available.  The account is fine when I log on from order devices or my laptop.  This has to be a new problem with Rokus OS or something.  Had anyone had a similar issue?  

Thanks.