Forum Discussion

RokuMary-F's avatar
RokuMary-F
Community Moderator
2 years ago
Solved

[SOLVED] Multiple channels keeps returning after few minutes of streaming

Hi Community users,

UPDATE:

We believe that the issue is now resolved.

We recommend restarting your Roku player, by going to Settings > System > Power > System restart > Restart to resolve the issue.

Thank you for providing us with an opportunity to assist you and thank you for choosing Roku.

-------------------------

We are receiving reports from users who repeatedly return to their home screen after spending a few minutes watching content on several channels.

This issue is currently Under Investigation. 

Please provide the necessary information below so that we may forward further facts for the investigation to our engineering team. I will promptly notify the Community as further information becomes available.

  • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
  • Which streaming channels are you experiencing this issue on?
  • Tracker ID when this issue occurs (when you see this issue occur, quickly press Home 5 times and Back 5 times.)
  • Steps to reproduce the issue you are seeing
  • If you see something different, can you please let us know?

Please be aware that we are actively monitoring and investigating the discussions on this thread. Thanks again for your continued patience.


Best regards,
Roku Community Team

Fixed
  • RokuMary-F's avatar
    RokuMary-F
    2 years ago

    Hi Community users,

    We believe this issue has been resolved for most users, if not all of them, thus in the interest of maintaining order, we will close this discussion now.

    We recommend restarting your Roku player, by going to Settings > System > Power > System restart > Restart to resolve the issue.

    If you are still experiencing this issue, go ahead and start a new thread, and shoot me a PM.

    This discussion will be closed and this post will be marked as solved. We appreciate your patience, and we also thank everyone who reported this.

    Happy Streaming! ðŸ’œ

    Roku Community Team

64 Replies

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  • RokuMary-F's avatar
    RokuMary-F
    Community Moderator
    2 years ago

    Hi Community users,

    We believe this issue has been resolved for most users, if not all of them, thus in the interest of maintaining order, we will close this discussion now.

    We recommend restarting your Roku player, by going to Settings > System > Power > System restart > Restart to resolve the issue.

    If you are still experiencing this issue, go ahead and start a new thread, and shoot me a PM.

    This discussion will be closed and this post will be marked as solved. We appreciate your patience, and we also thank everyone who reported this.

    Happy Streaming! ðŸ’œ

    Roku Community Team

  • JJCDAD's avatar
    JJCDAD
    Channel Surfer
    2 years ago

    All Apps crash back to home screen after watching a video for 3 minutes. YouTube, Paramount Plus, Plex, and Max all have this issue. If I select any of these apps and select any video to watch, it will play for approx 3 minutes then crash back to the Roku home screen. I have done software update and restarted the box.

    Here is the info:

    Model: 4800x

    Software Version: 12.5.5 * BUILD 4174-C2

    GC Version: 10.6.34

    Issue ID: RV-043-081

     

    • cwayneb's avatar
      cwayneb
      Reel Rookie
      2 years ago

      There appear to be a lot of people having the same problem and it seems to have started yesterday for everyone, which is exactly when it started for me.  I've tried updating the software (didn't help), restarting (didn't help), and nothing else has helped either.  It appears to me that ROKU has done something on their end that's causing all of this since exactly the same thing is happening to quite a number of us.  Mine has worked fine for several years until yesterday.  FWIW if they're watching - here's my info:

      3920X - Roku Premiere

      12.5.0 - Build 4178-91

      • UN_Rick's avatar
        UN_Rick
        Channel Surfer
        2 years ago

        I agree. Definitely something on their end, hopefully not intentional.

    • ReedGeek's avatar
      ReedGeek
      Reel Rookie
      2 years ago

      I have the same behavior as JJCDAD and others below describe.  Plays for almost exactly 3 minutes, then snaps to home.  This happens on any app and with USB video memory. 

      Model: Ultra 4670X 

      software 12.5.5 build 4147-46

      last updated 1/27/24

      --------------

      Another model, Ultra 4802X seems OK

      this model had 12.5.0 software build 4178-C2  (Nov 2023) and worked fine

      we updated tonight to 12.5.5 build 4174-C2 and it still works. 

      We may have to wait for ROKU to publish a new update.

      Network, power, video connection do not seem to be the issue.  Home screen stays up indefinitely.

       

      • Kdub9425's avatar
        Kdub9425
        Reel Rookie
        2 years ago

        My November update was working fine until this morning around 8am then started having issues. I didn't update until I tried watching again this evening and it was still doing it after update.

    • UN_Rick's avatar
      UN_Rick
      Channel Surfer
      2 years ago

      Same Issue, just started yesterday, model 4200X.

      This appears to affect a wide variety of models and is affecting all of us simultaneously.

      I tried the applicable steps on the page linked in the support reply, but no fix. Issue continues.

      • terrysvtx's avatar
        terrysvtx
        Binge Watcher
        2 years ago

        Same thing here. 3 minutes and back to the main screen. I have been using my TiVo 4K Stream since this started with no problems. Is Roku aware of the problem and are they planning on a fix. Has anyone heard

  • Peppercorn's avatar
    Peppercorn
    Reel Rookie
    2 years ago

    My 3930CA started this yesterday. It took the update on Jan. 24 just fine, but it hadn’t been restarted since then until yesterday. That’s when it started. Every attempt to stream lasts 3 minutes and then the home screen. Didn’t matter what channel. Live channels and Airplay also cut out after 3 minutes. Always 3 minutes.

    I’ve been reading old and new posts about this issue trying to find a solution. While digging into the secret menus I found the ability to disable ping, but I only tried it as a last ditch effort before going nuclear with a factory reset. I figured it was worth another three minutes of my time to try it and it actually worked! It’s playing normally again.

    So if anyone wants to try, it’s Home 5x, FF, Play, RW, Play, FF. Systems Operations Menu -> Network Menu -> Disable Network Pings. Then reboot and see if that works for you. 

    • Dininonymous's avatar
      Dininonymous
      Streaming Star
      2 years ago

      Wow, Peppercorn, I think you may have solved it!!! I did as you suggest, and tested the results by streaming on two different apps -- success! Both passed the dreaded 3-minute mark! MANY THANKS! 😀

      (TV junkie? Me? Streaming withdrawal? Never.)

      So... forgive my ignorance, but are there any negatives to disabling network pings? Is there any reason I should enable them again once Roku fixes whatever caused this bug?

      • Peppercorn's avatar
        Peppercorn
        Reel Rookie
        2 years ago

        Glad it worked! As for the long term effects of disabling ping, I’m hoping that someone smarter than me on the subject can answer. I only know enough about pings to wonder if that’s why it was happening so consistently at 3 minutes for everyone. 

  • Non_dairy's avatar
    Non_dairy
    Binge Watcher
    2 years ago

    Model 4800x
    Serial number X01000AEE0D1
    Software build 12.5.5 build 4174-C2
    Device ID S02A20DEE0D1

    Tracker ID D1-046-165

    I first noticed the issue in YouTube.  I switched to Netflix and got the same results. Video only plays for exactly 3 minutes then the Roku goes to the home screen. There is no sound like if I pressed the home button. I have made sure the Roku is upto date. I have rebooted the Roku multiple times. I restarted the Netflix app.  I uninstalled Netflix, rebooted the Roku, and reinstalled Netflix.  Same issue. I unplugged the Roku for 10 minutes, and then got the same problem.  I swapped out another Roku Model 4670X using the same HDMI and ethernet cables. That Roku went 2 hours with no issues, original Roku was unplugged that whole time. Put the original Roku back in place and again video only played for exactly 3 minutes then returned to home.