In the log it said subtitle codec not supported. I'm pretty sure that was it said in the sever dashboard as well. The user uses a ROKU Ultra from 2016
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In that case, they cannot use the * button to change things and expect emby to remember. This is the internal roku options menu and things here are not passed back to emby. Roku is forcing all apps to adopt this menu as the defacto standard and not attempt intercepting or trapping it. Some devices still allow intercept/trap, the roku ultra both 2016/2017 do not allow intercept/trap. Future firmwares of all devices will disallow any intercept or trap of the * button. Except for applications written in native code using roku's internal NDK, such as netflix, amazon, hulu, etc...
The behavior of the Roku Options overlay has been modified, such that the Options overlay now slides in whenever the button is pressed, the Video node is in focus, and the app does not have its OnKeyEvent() handler fired. When the Video node is not in focus, the Options overlay does not slide in and the OnKeyEvent() handler is fired.
Instead, they need to use the OK button to change things. This is the emby OSD menu, here they can change the audio track or subtitles and emby will remember it for next time.
Confusing, I know.. but this is the cost of doing business on the roku nowadays. Hopefully you and they both understand now.
EDiT: Once there is a pre-play audio/subtitles chooser it will help to reduce this confusion. *crosses fingers*
Edited by speechles, 30 January 2018 - 05:12 PM.