How do I resolve "Unknown Network Error" issues?

General Discussions
1

Hello Plex Users (& Experts),

I’m not certain of the date, but probably around 7/30/17, I updated to the latest Plex Server software rev, Version 1.7.5.4035. I started seeing an “Unknown Network Error”. All my MKV and MP4 movie formats seemed to be playing fine prior to that latest software update.

The exact error message was… “Unknown Network Error Playback has stopped due to multiple playback errors. Please try switching the video transcode format to ‘HLS’ and try again.”

Once I started getting this error message, I thought I might try going back to the prior rev I was on, Version 1.5.6.3790
It seemed I was still getting this error though, so not sure if it was rev dependent. I also tried changing some of the Roku transcoding settings. I really should not need to transcode though as all my equipment is hard wired via Ethernet.

The error message I’m now seeing on Plex server rev 1.5.6.3790 is the following…
“Unknown Network Error Playback has stopped due to multiple playback errors. Please check your connection and try again.”

My gut tells me this is a case of Plex and Roku not playing too well together. We’ve seen these error messages so often lately my wife says she’s giving up on Plex for now and will only watch our digital library on VUDU.

Anyway, I have seen similar error messages posted in the Plex forums, but I didn’t see a definitive fix.

**Is there a known fix for this issue?
**
Any suggestions appreciated. As usual, if there is a known fix out there, just a link to that fix or forum article works fine for me.

Thanks!


2

A very simple check… Is your Roku now using version 7.7 firmware?

3

ChuckPA,

Hi. Thanks for the prompt response.

When I go to my ROKU Ultra System Info, under “software version” it says “7.7.0 build 4117-29”.

I didn’t see anything that said firmware specifically but I assume that’s what you meant.

Does that tell us anything?

I’m open for any tips / suggestions / etc that anyone has for me!

-Mike

4

Yes, unfortunately it tells us what everyone is experiencing…

This version (7.7.0) does not sustain the connection with PMS when streaming.

There is Roku-posted temporary solution .

It’s not pretty but if you’ve had your Roku for a while and it was working great prior to the system software update of a few days ago, then I suggest giving this a try (their suggestion)

Contact ssmith@roku.com

  1. Ask to downgrade your system software to version 7.6 (I put “7.6 Downgrade request” in my subject line)
  2. Provide them with
    a. Your name on the account
    b. Your Roku model (e.g. 4200x - Roku 3)
    c. Your unit’s serial number

Describe in your words what you’re seeing as they will add it to their list.

Doing so here on my 4200x (Roku 3) has restored 30+ Mbps H.264 MKV DirectPlay operation.

5

ChuckPA,

Hi. Thanks for the response. I’m trying one quick thing. If this doesn’t fix it, I’ll try your suggestion and install the earlier ROKU version.

-Mike

6

ChuckPA,

I tried the thing but it didn’t work. I took your advice today and E-mailed the person from Roku. I will try the downgraded Roku SW rev and see if that fixes things for now. Thanks!

-Mike

7

ChuckPA,

I do have a follow up question for you regarding the Roku SW downgrade.

**Which Plex SW rev would you recommend to fix my MKV direct play issues to my Roku?
**
The 2 Plex revs I’ve used lately have been… Version 1.5.6.3790 and Version 1.7.5.4035.

Thanks!

-Mike

8

I would definitely step up past 1.5.6. 1.7.5 should be good enough.

The roku downgrade takes about 24 hours from when the Roku contact puts through the change. Your Roku should be left on so it auto downgrades.

You’ll be able to check the system software version (firmware). After 48 hours, if still showing 7.7, I would restart it (pull the power) .

I will be off forums a few days on a task. PM me if difficulties.

9

ChuckPA,

Hi. I think I must be missing something. As a workaround / band-aid solution, your suggestion (namely downgrading the Roku SW rev) seemed like a reasonable one (until Plex or Roku comes up with a permanent one).

However, I did E-mail ssmith@roku.com days ago as you suggested, but I did not hear back.

To make matters worse, I called Roku to see if they could expedite this process. They said as a general rule they did NOT downgrade software and really weren’t so helpful. Their suggestion was deleting and re-adding the Plex channel. I did try that, but still I got the same “Unknown Network Error” messages.

Anyway, I will also PM you directly, but thought I’d throw this out if anyone else had a fix. We’re a bit stuck just watching VUDU for now in our household as my Plex is pretty much down until we can resolve this.

-Mike

10

Hello Roku & Plex Users,

If anyone is having similar “Unknown Network Error” issues that I am, don’t count on Roku downgrading your software revision (see attached). I’ve been waiting for weeks now and I’ve given up waiting. We’ll have to watch VUDU or Netflix until this Roku / Plex issue gets fixed.

-Mike

11

@mcgogators said:
Hello Roku & Plex Users,

If anyone is having similar “Unknown Network Error” issues that I am, don’t count on Roku downgrading your software revision (see attached). I’ve been waiting for weeks now and I’ve given up waiting. We’ll have to watch VUDU or Netflix until this Roku / Plex issue gets fixed.

-Mike

Been up and down that road and there is noone really answering they just shift the blame back and forth …i actually got the downgrade and it didnt help but they issued a newer f/w upgrade and still no change so dont be surprised if this sits in limbo awhile