Roku 4k stick home users not working

Plex Players
1

Server Version#: 4-5 different versions
Player Version#: Roku 4K stick

Hello,

I am experiencing a technical issue on a Roku 4K Stick device. I have a plex pass lifetime sub. Although I use various Plex clients without any problems, on this specific device, only the admin user works among my home users. When I select any other user or try to use the “Add User” option, the app immediately closes and returns to the Roku menu.

I have already tried several troubleshooting steps, including:

  1. Performing a factory reset on the Roku device.

  2. Creating a new Roku account.

  3. Removing the Roku authentication under my Plex account settings.

  4. Setting up a temporary second Plex server and stopping the primary one.

Despite these steps, the problem persists. It seems as though the Roku app doesn’t recognize my Plex Pass subscription, as if I lack permission to use home users.

If i logging in with a different Plex Pass account, which works perfectly without issues.

Could you please assist me in resolving this issue?

Thank you for your help.

Best regards,

Balazs

2

Sorry you’re having trouble. The behavior with Plex Home user switching is obviously not intended and not something we’re able to reproduce in our testing.

To help our Roku team investigate, please:

  1. Install the Plex “Preview” app on your Roku device (Roku Preview app). It can be installed alongside your regular Plex app.
  2. In that Preview app, make sure you’re signed in to the same Plex account.
  3. Reproduce the app “crashing” issue several times. (Doing it multiple times helps ensure that the issue is logged on Roku’s side.)
  4. Post a new reply here letting us know that’s been done.
3

Hi chrisc,

Thank you very much for your prompt assistance. I have installed the suggested app and tried logging in multiple times with the problematic home users. During the first few attempts, the app crashed, and the Roku system returned to the home screen, but after 5-6 tries, the issue unexpectedly stopped occurring. I hope this will remain the case.

I truly appreciate your quick and professional help. Wishing you all the best.

Kind regards,
Balazs

4

Just circling back on this: Our Roku team reported that no crashes ever came through for this case on Roku’s side.

That said, it sounds like things magically started working for you, so I guess we’ll just trust that it continues working that way. :crossed_fingers:

5

This is really interesting, then, indeed. I don’t believe in such miracles. :slight_smile: Since my son uses this device, and he doesn’t use it much, I didn’t know much about the issue. When I was testing the login in my boredom, I occasionally clicked on my (main) login and noticed that, randomly, it would crash after a few seconds. I started adjusting settings in Plex, like changing the default language to English and toggling a few other settings on and off. While doing this, I tried switching users, and at some point, it worked. So, it’s possible that turning some settings on or off might have triggered the change. In the end, I restored everything to its previous settings. I’m just sharing this in case it provides an explanation. I recorded the occurrence of the problem. https://youtu.be/VJDSXSTB7hk

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