This is a dedicated thread created to continue this subthread on this discussion:
This appears to be a different issue than the primary thread so making a new issue/thread here to track.
I am definitely seeing the Roku Client crash now 3 times, and only one of them surfaced with the above error. Pertinent times are in ET:
- 11:56am
- 12:21pm
- 1:07pm
Only the 11:56am has emitted to the Application Event Log
If the Plex for Roku app is crashing and exiting out to the Roku home screen then we will need to investigate that - not as an nvidia issue but as a Plex for Roku issue until we know why it is happening
To investigate the Plex for Roku crashes what would be needed is to enable network logging on the roku app and to have the server logs and details of the Plex for Roku app environment: Roku device ID, Roku version, Plex account signed by the Plex for Roku app and time(s) of the Roku Plex app crashes
To enable network remote logging on the Plex for Roku app - you need to get into Settings on the app, and then select Advanced and select Logging and change it from Disabled to Remote
So please ensure when launching the Plex for Roku app that you have remote logging enabled. Local logging would not help here since the app is exiting. The setting should be remembered once set - but please double check that it is enabled when starting to stream DVR Live TV and expecting to get the app crashing
When it happens, note down the time and get the server logs and I will look into it and refer to the roku plex team - would need the roku device identifier and plex.tv account used
So to summarize:
For the Plex for Roku crashes - would need app remote logging enabled and server logs initially and roku specific details (ID / Account / Time)
Pardon the delay here. I have managed to turn on the Remote logging and duplicated this error, occurring at 5.01pm ET 11/19/2022. Logs and device id have been provided in a private message.
Please let me know if there is any further information required and I will assist.
Thank you
I have located the roku network logging. It stopped at 17:00:19
Will need now to locate the crash report
Did the Plex app exit to the Roku home screen at 17:01 ?
or the roku itself crashed and rebooted
or other symptom?
thanks
The stream froze for about 10-15 seconds and then flashed black, resulting in the Roku home screen.
Please do let me know if there is anything further needed from me for this. 
Also confirming that yes this all occurred 17:01pm ET
@Mike-E I am sorry that it was not as straightforward as I thought.
Roku have changed their process and now need an incident ID / issue ID before they retrieve an app crash log for us. The app crash log goes to roku. To get an incident ID / issue ID, they need the user to do the following immediately after the app crash
On the roku remote, and just after the Plex app crashes out to the Roku home screen, press the Home button 5 times and then press the Back button 5 times and then take a photo of the screen - it should now give timestamp and device details and an issue ID
I am sorry I was not aware of this Roku process change. They would not fetch a log for us without this ID
So what this means - is reporoducing the problem - with Roku app remote logging enabled and server debug logging enabled and then going through the process and letting me know the device ID, plex account name used and the time and the photo of the roku issue ID screen
1 Like
Bummer! yet not surprised 
I tried for a few minutes and wasn’t able to get anything going. I’ll have to try more this weekend with the games on.
Boom 8:04am ET. Will DM the picture.
I am sorry but I have bad news - unfortunate when the process to get crash logs involves third parties
Roku responded to our requests to retrieve the crash logs with an apology and indicated that their Engineering team had a lot of tickets to deal with and the roku issues created for the two crash logs had expired in the meantime
So unfortunately this means we need to get the issues reproduced again and fresh Roku issues created with the remote special sequence of buttons. As we get into the christmas period resourcing will probably reduce - so it is up to you whether to try again before the new year or leave it till after or do both !
As a reminder the required set:
- debug server logs
- remote roku plex app logging enabled before start of streaming
- the roku issue created after the crash and the issue ID captured in a photo
Thank you
Yep, most unfortunate. How do we know this is not going to happen again when we take the time to jump through their hoops one more time?
Are we able to get Roku in here so that we are assured it will not get lost in the shuffle this time?
We don’t. I am sorry but it is not something we can influence.
They have their processes and we need to follow them.
We just hope that one of the attempts is successful in getting us the app crash logs from roku. May be better to leave it to January in view of anticipated reduced staffing levels during the holidays
Happy New Year 
I have sent you the latest report. Hopefully, we’ll have better luck this time. 
Thank You and Happy New Year to you
and Debug Server Logs?
What Plex account was being used on the roku app to access the server Live TV DVR?
I cannot find any Plex for Roku remote logging for the roku app for user account Mike-EEE
Doh are you needing all of that too even after all the telemetry I have provided? Are you not able to see on your end already from the provided logging? That is such a major hassle and I thought we were only looking for the report from Roku?
Why is it so difficult and involved to report issues to Plex? FWIW I report issues all the time to several tech companies/projects/organizations and none of them are nearly this complicated/involved, nor do they take this long to resolve.
it is normal that a crash needs to have context by seeing the specific logged actions. I will ask the development team to try and use the old diagnostics and assume that the new crash is the same and see if it can be worked out
Indeed I am trying to be a good citizen + patient here but it would seem all the data I have provided so far should be cross-referenced in a way to get a fuller picture. However, if you still need this I will prepare myself yet again and muscle through. 
Please also keep in mind there’s the NVidia issue that’s been dragging on for over a year now and is playing into my impatience/grumpiness here.
@sa2000 Please let me know if you need any additional data. I am happy to contribue mine. The Roku issue is making my Plex purchase largely unusable.
1 Like
Please do.
1 Like
