Roku Won’t Play DV file when off network

Plex Media Server Remote Access
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Server Version#: 1.32.2.7100
Player Version#: Latest Roku Ultra Build

Greetings. I have a Roku ultra (2022 version that supports DolbyVision). I have some DolbyVision content that plays just fine with the Roku is at home on the LAN but when I take it with me when I travel (ie hotel), I get an error trying to playback.

“ App cannot direct play this item. No direct play video profile exists for protocol http, with container mp4, and video codec hevc.”

I have plenty of bandwidth to stream it directplay, I’ve tried setting force secure connections, also tried al gas allowing unsecured. Disabled the aac stutter workaround. Nothing seems to work. The non DV content all plays just fine even larger bitrate stuff.

Any ideas?

Thanks!

2

Are you sure the TV you’re connected to is capable of playing Dolby Vision?

3

Also… can you verify this on a more reliable remote connection? Hotel WLANs are notorious for their poor quality and bandwidths.

4

As a test, while at home I plugged it into an old 1080 plasma tv I have. Def not 4k and def not DV. The Roku display recognized the resolution at 1080.

From there, while on local network it plays the DV file fine. No issues. Then leaving everything as is I join the Roku to my cell hotspot so I force it off net, and boom— no playback and get the op error.

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(And my hotspot is 5g that gets a couple hundred mbps down wo any issues)

6

DV can get somewhat complicated with Plex depending on what kind of profile it is.

You will probably have to perform the test again and provide logs for anything resembling a concrete answer

7

Easy enough to reproduce on lan vs hotspot all thing else being equal. Which log(s) should I be grabbing from the support bundle? The pms log or the transcoder or something else?

8

Under debug make sure verbose is not enabled. Debug only

Then just download logs in the troubleshooting section of the server settings

Drop the zip file in this box next time you post

The media info of the file can also help