Low quality videos on Firestick 4K for user sharing

[dstewart_gb]

I have a user that I share my Plex server with who is trying to play videos from my Movies folder. Some of the movies he plays are very low quality when he plays them on his Firestick 4K, but when I play them on my Nvidia Shield or have another user play them on his Chromebook they are crystal clear. I have gone through all of the settings with him and he has the video settings selected to high quality. But when he plays the video and tries to select “play original quality” it won’t let him. He is getting an error.

I had him reboot his Firestick, force stop and clear cache, I have rebooted my Nvidia Shield (my Plex server), and still he is unable to play the video in high quality. I have looked at all of my settings and I am not seeing anything on my end. Please help!

[dstewart_gb]

Here are visuals of his settings and the error

[nydave69]

The Fire TV 4k Stick had a number of issues, (search here and you will find them)

Have him find;
 Fire Stick OS version
 Plex Client Version
 What is his network download speed
One thing he could try is to disable using the new player in the Plex Client..

What is your upload speed, and do you have any setting limiting that.

[dstewart_gb]

His download speed is between 100-115 Mbps as per Speed test. My upload speed is usually around 12 Mbps. I have no limits set.

How does he find the OS version?

Can you clarify what you mean by having him disable using? Is this in his Plex settings?

[nydave69]

Fire Stick OS
settings, My fire TV, about, software version (mine Fire OS 6.2.7.1)

Plex Client
User settings, < bottom right corner has the version (mine 7.30.0.16311)
user, settings, video quality, remote streaming, maximum
user settings, video, Display information on can be helpful
user settings, advanced, enable new video player off <---- see if this helps on older clients versions <7.30.0

[dstewart_gb]

I will get with him later and check it out. Thank you for the replies and suggestions!