Channels & viewing

[GreatGallumph]

I have a Roku Ultra (4802X) and the "Media Player" used to play mkv files from my Synology NAS just fine but now it says "No compatible videos found". I also installed the Plex player and it does work but none of the remote control functions work on that app so all I can do is play or go to the home screen. No pause, rewind, etc. I have made sure all devices are updated and have rebooted them. I have also uninstalled the media player app on the Roku and re-installed it with the same result. Any ideas. I am using software version 14.0.

Thank you.

[RokuCarly]

Welcome to the Roku Community, @GreatGallumph!

Thanks for letting us know about this. Rest assured that we'll have our relevant team look into this to determine the cause and find you the best resolution possible. 

In order to narrow down the cause of the issue, we would appreciate it if you could share with us your device details such as follows:

• Roku device serial number and device ID. (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
• Did this happen after you received the software version 14.0?
• Is this the only apps affected by this? 

We'll be looking forward to your response so that we can check this further and provide you with a swift resolution.

Best regards,
Carly

[GreatGallumph]

Serial #: X01000XMF35Y

Device ID: S0DA23CMF35Y

Tracer ID:

  Model: 4802X - Roku Ultra

  Serial #: X01000XMF35Y (S0DA23CMF35Y)

  Software version: 14.0.4 * build 12221-C2

  GC version: 12.4.17

  Timestamp: 2024-10-23T19:15:56Z

  Please use issue ID 5Y-427-395 to report the current issue.

I am not sure if this began after receiving software version 14 or after switching internet providers as I don't remember when I received software version 14.

This seems to be the only app experiencing the issue. All others seem to work fine. With Netflix and Amazon Prime Video I can pause, fast forward, rewind, leave and come back to the same spot etc. NBCSports California I can pause and restart but fast forward and rewind don't seem to work but that may be a limitation in what I'm watching since I'm streaming live hockey.

I hope that is the information you were looking for.

[RokuCarly]

Hi, @GreatGallumph.

Thanks for providing us with the requested details. Rest assured that we'll coordinate this with our relevant team for review. 

We have already reported the issues you're currently experiencing within the Roku Media Player, but as for Plex, we highly suggest directly coordinating this with the channel provider as they manage their own app on the Roku streaming platform independently. Since this is an isolated case within Plex only. 

You may reach them here: Plex Support | Contact Us

We'll keep you posted regarding the investigation of the Roku Media Player. Thank you for your kind understanding. 

Best regards,
Carly