Solving playback issues

[NewUser95919]

Bought a brand new Roku Ultra, plugged it into my Ethernet and installed Plex. I had been viewing Plex without issues on an AppleTV (4th gen) for years. 

I am in the middle of playing my movie, and I hit Pause on the remote. The picture stops, but the sound continues to play. When I unpause the movie, the sound continues, and the video scrubs/fast-forwards until it catches up with the audio. This happened on multiple movie titles in Plex. 

What the heck?! I'm going to have to return my Roku Ultra now. 

[RokuERey]

Hi @NewUser95919,

Welcome to the Roku Community, and thanks for letting us know about this issue you're experiencing when accessing the Plex app.

We would recommend checking some troubleshooting steps here: How to resolve a channel playback issue. 

Let us know if this works for you.

Thanks,

Rey

[NewUser95919]

My issue isn't described there. I tried searching for my issue and had not found it described here. Have you ever heard of a video continuing to play audio after it is paused? 

[RokuJohnB]

Hi @NewUser95919,

Thanks for keeping us posted!

We understand you're having a problem with the Plex channel. We're happy to assist you further. Please try to restart your Roku by going to settings, system, and system restart.

If the problem still persists, please let us know.

All the best,

John