What should I do if I experience issues with video quality or playback? (For ROKU users)

Please try the following steps:

1. Restart your ROKU (if you have a separate ROKU device)

Unplug the ROKU power cord from the outlet, wait at least 10 seconds, then plug it back in. Press any button on the ROKU remote to turn on the ROKU, wait about 1 minute, then try the Jme service again.

2. Restart your modem and WiFi router.

Turn off the power, wait for 30 seconds, then turn it back on.

3. Please make sure that your Jme app is up to date.

Select the Jme app → press the “*” (star) button on your remote → select Check for Updates.

If your app is up to date, you will see the message “Jme is up to date.”

If it is not the latest version, please wait until Roku automatically downloads the new Jme app.

(If the app is updated, you may need to restart your Roku device.)

4. Check if your ROKU software is up to date

Go to Settings → System → System Update → Check Now to verify.

5. Try deleting and reinstalling Jme

To delete the app: On the ROKU app selection screen, select Jme, press the * button on the remote, and choose "Remove app" to delete.

To reinstall: From the ROKU main screen, select "Search" and type "Jme". When the Jme app appears, select "Add channel" to reinstall.

6. Try restarting the system

Press the ROKU home button, then go to Settings → System → Power → System Restart → Restart.

7. Try resetting the network connection (You'll need to set up the network again)

Press the ROKU home button, then go to Settings → System → Advanced System Settings → Network Connection Reset. After the reset is complete, go to Settings → Network → Set Up Connection to reconnect to the network.

8. Check your internet speed

The recommended internet speed to watch Jme content in HD is 5.0Mbps. High-quality videos use more bandwidth than lower-quality ones. You can check your speed using this link → https://fast.com/

9. Check if VPN settings are turned on. If you are using a VPN, please turn it off before watching.

10. Consider a factory reset

(Note: A factory reset will initialize your device. You'll need to set up your network and other ROKU channels again)

Press the ROKU home button, then go to Settings → System → Advanced system settings → Factory reset.

If you still have viewing problems, please send the following details along with a screenshot/short video of the error or problem to customer support.

• Error details (what error message is displayed):
• ROKU device model (Roku Express HD, Roku Ultra 4K, etc.):
• Software version and Build: e.g., Software version 13.1.4, Build 1510

If someone is available to support you, please have them assist you.