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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

96 Replies

Replies have been turned off for this discussion
  • treborlicec's avatar
    treborlicec
    Channel Surfer
    8 days ago

    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.

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

      Hi there! treborlicec​ 

      We noticed that you're experiencing issues with Plex. 

      Have you tried doing an app update and seeing if you're on the latest version?

      Here's how:

      1. Go to the Home screen on your Roku.
      2. Highlight the app (or “channel”) you want to update.
      3. Press the ✳️ Star button on your remote to open the options menu.
      4. If an update is available, you’ll see “Check for updates”—select it.
      5. If prompted, confirm the update and wait for it to install.


      Let me know if that helps!

      Roku Community Team

  • Highlander0666's avatar
    Highlander0666
    Reel Rookie
    9 days ago

    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. 

  • RokuArcelyn's avatar
    RokuArcelyn
    Community Moderator
    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

    • slade73's avatar
      slade73
      Channel Surfer
      10 days ago

      THIS IS NOT THE ANSWER. The issue is not caused by Plex, it’s caused by Roku OS 15.0.4. Put an HEVC video on a thumb drive and play it with Roku Media Player and the same thing happens.

      UPDATE: The latest Roku OS build does in fact fix this. Unrelated to Plex.

      • MattURok's avatar
        MattURok
        Binge Watcher
        10 days ago

        Can confirm. New Roku OS had new build number, updating seems to have fixed the problem. Checked the Plex app, no available update and it is still 8.6 build 5. As slade73​ says, the fix is the new Roku OS, not Plex.

  • StreamerUser's avatar
    StreamerUser
    Roku Guru
    11 days ago

    RokuEmmanuel-D​ 

    You need to change the title of this thread to HEVC file playback issues with OS 15.0.4  since this issue affects HEVC file based playback in ANY/ALL apps (RMP, Plex, Jellyfin, Emby, etc) with the current build of OS 15.0.4 only (not 14.6.4).

    You also need to fix the board softwares drop down list behavior (blanks page frame) when using @

     

    • MattURok's avatar
      MattURok
      Binge Watcher
      11 days ago

      This is correct. Both of the films I was having trouble with, I now see, were HEVC, and I tested one of them on a USB stick and replicated the problem through Roku Media Player. So I agree that this problem has nothing to do with Plex, and everything to do with HEVC.

  • brlinton's avatar
    brlinton
    Reel Rookie
    11 days ago

    Hi, I'm having this issue too.

    The problem is happening on a 1080p device in both Plex and Jellyfin - pixelization, stuttering etc. in the video playback of some files.  It looks like it's happening when it tries to direct play, for example with an H264 encoded file.

    When I try a VC-1 that has to transcode, it's playing fine.

    Cold restart of the Roku did not change anything.  Prior to the 15.0 release, the same video files played fine in both Plex and Jellyfin.

    Model:  4802X - Roku Ultra

    Software version:  15.0

    Device ID:  S0DA2230XWKX

    Serial Number:  X01000S0XWKX

    I have a Roku Premiere connected to a 4k device and it's playing all files fine in both Plex and Jellyfin but it's still on 14.6.

    Is there any way to prevent the Premiere from updating to 15?

    • slade73's avatar
      slade73
      Channel Surfer
      11 days ago

      Happens with video on a USB drive and Roku Media Player as well.

  • ejw12-2025's avatar
    ejw12-2025
    Newbie
    11 days ago

    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.

     

  • lazaruslonge's avatar
    lazaruslonge
    Newbie
    12 days ago

    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**. 

  • techiejon's avatar
    techiejon
    Newbie
    12 days ago

    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

  • Voygt's avatar
    Voygt
    Newbie
    12 days ago

    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