Solving playback issues

[Ttocstk]

Just in the last couple weeks Plex no longer plays all the videos I have access to. If I select direct force play the video will load but there is no sound. If I have it on auto it stalls at 13 or 33%. Some videos play without issue and others do not. I have updated the app and learned it plays just fine in my iPhone app. I even did a factory reset on my old Roku and purchased a new one and the problem hasn’t changed. What should I try next?

[RokuEmmanuel-D]

Hey, @rony and @Ttocstk.

Thanks for flagging this to us!

We understand that you’re running into playback issues with the Plex app on your Roku, and we're here to dig a little deeper into your concern!

Can you let us know what model Roku you have and what the latest software version is? That’ll help us figure out the problem if you share a bit more details.

Please keep us in the loop!

Roku Community Team

[Ttocstk]

It was a brand new Roku express I just purchased today from target. I have no idea what software it is using.

[RokuEmmanuel-D]

Thanks for the update, @Ttocstk!

You can find it by going to Settings > System > About. Also, try following the steps below to see if they fix the issue.

1. Remove the channel: Highlight the channel tile on your home screen and press Star to open the Options menu. Select Remove channel and confirm.
2. Restart your Roku device: Go to Settings > System > Power > System restart > Restart Now.
3. Re-install the channel: After your Roku device restarts, visit the Roku Streaming Store and add the channel again.

Please let us know if you need more help!

Roku Community Team