Features, settings & updates

[AllyPally12]

When trying to play a movie in MP4 format on my external harddrive connected to the TV via USB port, the Roku media player will list out the files, but when I try play the video, I get this error message -

File Not Playable 

Network error. This could be caused by any of the following problems:

1 The server is down or unresponsive 

2 The server is unreachable 

3 There is a network setup issue on the client.

Why is it telling me about network and server issues when I'm trying to play something connected via USB and how do I get the movies to play?

This drive is regularly used to play movies in this way on my other Polaroid (not Roku) TV

[RokuEmmanuel-D · Accepted solution]

Hi, @AllyPally12.

A warmest welcome here in the Roku Community!

We understand you're having issues playing movie through an external drive via USB. We're happy to provide information.

Encountering this type of issue might be caused by several problems. You may want to check the following to isolate the problem you're experiencing:

1. Make sure that you added the Roku Media Player to the Streaming Store. Roku Media Player allows you to watch personal videos, listen to music, and view photos using the USB port on your Roku device or by accessing a media server on your local network.
2. Also, try checking if your Media File is compatible to play on your Roku device.

You might check it out here...

The following file formats are supported:

• Video – H.264/AVC (.MKV, .MP4, .MOV)
• Audio – AAC (.MKV, .MP4, .MOV); MP3(.MP3, .MKV); FLAC (.FLAC, .MKV), PCM (.WAV, .MKV, .MP4, .MOV), AC3/EAC3 (.MKV,.MP4. .MOV, .AC3), DTS (.MKV, .MP4, .MOV,.DTS), ALAC (.MKV, .MP4, .MOV, .M4A), Vorbis (.OGG,.MKV,.WEBM)
• Playlists –.M3U, .M3U8, .PLS
• Image – JPG, PNG, GIF (non-animated)

The following media formats are supported on Roku devices that support 4K

• 4K Video – H.265/HEVC (.MKV, .MP4, .MOV); VP9 (.MKV, .WEBM) and AV1 (.MKV, MP4) on some Roku devices.
• 4K Video – H.264 (Roku Premiere, Premiere+, and Ultra only)

The following media formats are supported on Roku devices that support 8K

• 8K Video – AV1 (.MKV, MP4) and H.265/HEVC (.MKV, .MP4)

The following media formats are supported on Roku TV systems and some Roku streaming players

• Video – H.262 (.MKV)

Note: 

• The Roku Media Player app will not display unsupported file types or files it has determined cannot be played by your Roku device. DRM-protected content is not supported.

For more information about playing content on Roku Media Player via USB, see How to use Roku Media Player to play your videos, music, and photos.

Let us know how this works.

All the best,
Emman

[asSYSter]

Yes, I've checked all that and done all you've mentioned.  But neither my usb drive (tried low capacity, early versions of usb drives, some even reformated) and my external hard drive via usb.  I've read in some documentation that when a usb drive is inserted there will be a pop-up notification.  Not only is there no popup as far as I can tell it doesn't even recognize the usb device nor does it allow me to search for it.

[Amelia3]

Roku Media Player has NO SOUND on some MP4s
General Playback - NO AUDIO

Uses Sony TV SPEAKERS only - no other sound system.

Roku Media Player accessed via USB Ext device

Tried suggestions on

y o u t u b e    1 E s K z I p A X m Y
All Roku TV's: No Sound or Audio? FIXED!

Suggestions on reset TV audio/picture setting didn't exist on this model ROKU only factory reset everything was available

Model 4660RW Roku Ultra
Serial  YJ00GL320138 (CS48CG320138)
 14.1.4 - Build 7709-46
 Version 12.11.13

Issue ID 38-057-461

Status Connected to a Spectrum 5G Wireless
Signal Strength Excellent

Wireless MAC address C8 3A 6B E5 70 E4

[AvsGunnar]

@Amelia3 

I haven't run into this audio issue on my 4660 with any MP4, but I have run into it using some MKV files with AC3 codecs.

When I encounter it, I just toggle the Volume Mode to another setting (usually to "Off" since I keep it on "Leveling").

Try playing the video and then press the asterisk (*) button on the Roku Remote to bring up an Options menu.  Then select Volume Mode and choose "Off" or another Mode (you should see a spinning circle appear) and hopefully the audio will return. (if the audio returns, you can change it back to your volume mode preference and it will operate in that preferred mode until next time you load that video).

Otherwise, you may just have to run these videos through a conversion process and re-encode them.

I personally just use ffmpeg which allows for easy conversion and fixing audio tracks without the time needed for a full re-encode like Handbrake and others. (allows you to fix codec issues that may be present within the mkv or mp4 containers).

[Amelia3]

Thank you for your suggestions.

I tried launching the video, pressing the * options button -  selecting the Volume mode  and changed it from night mode to off, (didn't see the spinning circle) went back to video - no change, then changed volume back to 'Leveling'  (instead of night)

I then used VLC to identify the AUDIO CODEC - decided not to use VLC for full conversion - takes too long.

Using VideoSolo to do the conversion.   

Hopefully  ROKU will find a solution to this problem soon  --  as I have many MP4s that won't play Audio on my neighbors Model 4660RW Roku Ultra - who I am helping with this.  My newer ROKU model 4800X does not have this problem

[AvsGunnar]

@Amelia3 

If you are comfortable using terminal commands (typing or copying/pasting commands into a command prompt or terminal window), then ffmpeg is a fast utility.

Using ffmpeg, sometimes I just have to do a simple remux command (takes less than a min to run depending on length of video) to get a non-working mp4 or mkv to work, rather than a full re-encode.

The newer Ultras (480x and 4850 models) do not seem to be having this issue with AAC codec. (if that is what is causing your issue). 

@atc98092 may have some suggestions for you re:converters/encoders that are more GUI based and maybe more user-friendly.  The only other one I have used is Handbrake, and I rarely use it since switching to ffmpeg years ago.  I do use VLC for playing videos on some devices and determining codecs but have never used their conversion tools. 

[atc98092]

Handbrake is certainly a very powerful transcoding tool, but might be a bit intimidating with all the settings. But it has some presets for many devices, including Roku, so it is my usual recommendation. There certainly are other tools with a graphical UI, but few offer the kind of settings available using Handbrake.

I just tried a few tests with my Ultra 4850. I have a handful of test videos on my media server, which is streaming to my Roku using Serviio as the DLNA player. I tried a handful of MP4 files, most with AAC audio but also one with Dolby Vision and EAC3 (Dolby Digital Plus) with Atmos, and they all played fine with audio and video. I also have a USB stick plugged in with a handful of test videos. There are three MP4 files on it, all with AAC audio (two with 2 channel and one with 5.1 audio). As with all AAC audio my AVR indicates the Roku is sending PCM audio to my AVR. My Roku does connect directly to the AVR, which sends the video out to the display.

[Amelia3]

Thank you.  I didn't realize that ffmpeg was a program, and I am very comfortable with terminal commands.

I will go and give that a try

[atc98092]

FFMPEG is very powerful, but yeah you really need to be comfortable with command line switches. It can use a poop load of them 😄