I posted an update on the other thread (which has pictures and more descriptions) but since it says it's fixed I wanted to post it here as well. Also, I should mention that I use Ember and the problem happens there too so it's not just Plex.
I've gotta say that chat and phone support for Roku is AWFUL. Not only are they not knowledgeable, they outright lie to you. I would've had to pay long distance charges if I took them at their word. Also every interaction through email or phone escalation takes 3 days. It's completely unacceptable that it's taken 2 weeks so far and so far nothing useful. Not only that but talking to them is sooooooo frustrating. Really turns me off from buying another one or recommending when post purchase support is so bad.
Having said that I was told that a new device would fix the problem as this problem supposedly only affects certain hardware. I got new hardware and go figure, a software problem isn't fixed by new hardware as I predicted.
I got a call from a supervisor last week but I have no way to reach back out to her even though she told me she was taking ownership of my case. Support had me do useless things like factory reset a brand new device and I'm waiting for a call from a supervisor that I was promised would happen today.
We'll see what they say about the problem and if they actually admit it's a software issue that hasn't been fixed.
