plex app only admin account loads user accounts automatically kicks back to home screen

this is similar to the topic of plex automatically kicking back to home screen but this one is slightly different. on 5/27/24 everything with the plex app worked. have 6 user accounts setup with one admin account. everyone able to use app on tcl roku tv with no issues with their own account. on 5/28/24 only admin account would load and play content. all user accounts would let them input their pin and as soon as it was entered tv would automatically kick back to home screen. tried deleting app and reinstalling, made sure tv and server were updated. problem still exists. all user profiles work as expected on all other devices whether it be phone, tablet, smart tv or firestick so i know it isn't a server issue. isolated to this tv only. anyone else come across this problem or have a fix? just mind boggling that only the admin account works on the app and not the user accounts when every thing was fine 2 days ago.