One user keeps crashing my server

Plex Media Server Desktops & Laptops
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Server Version#: 1.24.5.5173
Player Version#: 6.9.12.7411-08dc87cc9
OS: Windows 10 Pro x64

I have a user on my Plex Server that seems to be able to crash my Plex Media Server. They use a Roku Ultra as their player.

When watching certain content, their playback stops and it says “Playback Error - Please check that this file exists and the necessary drive is mounted”. I went and played that file and it worked fine for me as a user. This seemed to crash my Plex Media Server, as I could no longer access it via app.plex.tv or via localhost. However it did still seem to be running as when I checked the logs after closing the app, it mentioned the app being force closed. I guess it was just no longer accessible but still running? Just a theory.

The user texted me at 11:45AM on Nov 29th, with a screenshot of the error message, so I presume the error happened then. I have renamed their email to userinquestion@gmail.com in the logs. I believe this issue will appear in Plex Media Server.1.log

This machine is headless, and I currently use Chrome Remote Desktop to log in when needed if that is relevant. This issue has happened several times, but only for this one user, and having it take down my Plex Media Server has caused quite a bit of issues.

I am a long time Plex user and thought I could solve this myself…so I had VERBOSE and DEBUG open. I apologize for any inconvenience.

Plex-Logs.zip (3.2 MB)

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Looks like something happened on the Roku end. It did cause some sort of network issue on your end which could be why you were unable to access the server. Your server isn’t crashing, just busy and not responding.

I think we’re going to need to see the logs from the Roku to see what’s going on. Roku logs

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Plex Media Server Logs_2022-02-02_12-50-54.zip (3.5 MB)

I was unable to get that user to upload Roku logs (not my Roku), however I did have another user with a Roku experience an issue last night. I am asking them if I they can reproduce this, and I can remote into their PC to capture the logs.

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Plex Media Server Logs_2022-02-03_00-39-24.zip (3.4 MB)

Just happened again, just viewed my server and it was not responsive, yet the app seemed to be open so ended the process and restarted it.

I am now on Version 1.25.4.5487

This is happening regularly, and is extremely frustrating to have my Plex server not available when I want to watch content.

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