Screen Tearing for a remote user

Plex Media Server Remote Access
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Server Version#: 1.24.3.5033
Player Version#: Unknown

I have posted about this in the past but received no responses offering solutions so I thought I would try again. I have shared my film and tv libraries with a family member. They are trying to access the content through the plex app on a fire tv stick. When playing several different files, in all cases .mkv or .m4v files they experienced horizontal screen tearing making it totally unwatchable. I can view the files perfectly on my home network and on my tablet when at work so the files are not the issue. Does anyone have any suggestions as to how to resolve the problem?

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Since positing this a couple of friends have tried playing videos through their smart tv and a playstation which works fine so it must be something with the Amazon fire stick. Does anyone have any suggestions?

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