Forum Discussion

andy_d's avatar
andy_d
Channel Surfer
8 months ago

14.1 xx update. 14.1.4 7709 Jan 25. Has virtually made Roku Streaming Stick 4k 3810EU unusable

Hi there.  In UK.  3810EU purchased end of 2018. It seems an update in early Jan 25 has made it virtually unusable. Extremely slow interface. On one streaming app, the sound does not work unless th...
app playback
andy_d's avatar
andy_d
Channel Surfer
8 months ago

Updated specific update and build Roku is on.

makaiguy's avatar
makaiguy
Community Streaming Expert
8 months ago

3810 is not classified as Legacy.   Legacy models are no longer supported and receive no further updates.   This occurs when the model in question is incapable of running the Roku operating system version currently being released.  Whoever told you the 3810 is considered a Legacy model was incorrect.

See https://developer.roku.com/docs/specs/hardware.md

Have you restarted your 3810?   Settings / System / Power (if present on your system, otherwise skip) / System restart.

  • andy_d's avatar
    andy_d
    Channel Surfer
    8 months ago

    Deleted - as answered in makaiguy  post.

    I was told time and time again in my Roku support chat.  A brief snippet here. They said there is no fix available because it is legacy.  I couldn't find any of the product table classifications yesterday - the links weren't working. Strange.....

    The other slight anomaly is I bought the version of roku 4k stick in last quarter of 2018 and I don't think it was called streaming stick+ just 4k stick I think!!!

     

    Name removed to Initial...........

    S....
    2:54 pm
    Thanks for the confirmation, the issue is with the device itself Andrew, the device is a legacy one and you need to upgrade it.
     
    S....
    2:54 pm
    We can try one simple step and check but I think you've already tried the device reset right?
     
    A....
    2:55 pm
    It's only about 4 years old? And it is running the same firmware and software version as the other newer one?
     
    S.....
    2:56 pm
    I can understand but the device was purchased on 2018. We can try to reset the device but the issue was not able to fix, you need to upgrade the device.
     
    A.......
    2:57 pm
    But what is exactly the issue and why does it not have a problem with Amazon Prime UHD for example, only Now TV uhd?
     
    A.......
    2:58 pm
    I've already done a factory reset. It made no difference. Also, this problem only started a few weeks ago? What has changed in the last few weeks?
     
    S.....
    2:59 pm
    It may be the software and the device not able to work with the new software if it is old means.
     
    Automated message
    3:01 pm
    It looks like you've been idle for more than three minutes. Just a heads-up that a long delay in response time may cause a disconnection. If there is no response in the next seven minutes, this session will end. Thanks for your understanding.
     
    A.......
    3:01 pm
    why not make it so that it retains the older software version then. That's what they do on legacy mobile phoones and the like. What about my other 4k+ stick is that legacy too?
     
    S......
    3:02 pm
    The other device is not legacy Andrew, also there is no option to downgrade the software.

    (nb this was in response to my second roku device a 3820eu)

     

  • andy_d's avatar
    andy_d
    Channel Surfer
    8 months ago

    It was roku support chat. Time and time again. Excerpt of chat posted with names removed. They don't want to know about it.  Yes, done a factory reset. Exactly the same after reloading the apps concerned.  The slowness in the interface remains and so does the audio problem on a streaming app in the UK called now TV. On their UHD channels / content only. But the interface lag and unresponsiveness is there all the time - ever since just after Christmas 2024.....

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      8 months ago

      Hey there, andy_d.

      We're sorry for the information you received on chat, it wasn't accurate.  Just to clarify, the Roku Streaming Stick+ (3810EU) is still supported and not considered a legacy device.

      To help us resolve the issue, could you provide a bit more info?

      • Is the problem happening on all apps or just one specific app? (If it’s just one, can you try others?)
      • What troubleshooting steps have you already tried?
      • Have you tested the Roku on a different TV to see if the issue persists?

      Also, please share the following details:

      • Roku device info: model, serial number, device ID, and software version (Settings > System > About)
      • Tracker ID (Press Home 5x, then Back 5x when the issue occurs)
      • A video with audio showing the issue would be super helpful.

      Looking forward to the details. We're here to help!

      Cheers,
      Roku Community Team

      • andy_d's avatar
        andy_d
        Channel Surfer
        8 months ago

        Hi RokuEmmanuel-D . Wow, I appreciate the response to try to help.

        I have a roku account so it is registered on there as well and also a second 4k Stick a 3820EU.

        • 3810EU
        • YH00C3188684
        • 14.1.4 build 7709-50

        Tracker ID: ID84-049-601 (in this session the audio was initially garbled, then half speed)

        Selecting display output to bottom resolution, 720P works around issue except the interface remains laggy and you can't watch full HD or UHD on Now TV.

        Couldn't find a way to embed the video captures so a link to a shared google photo album attached. I will remove link or files after a few days. 

        Audio is always garbled on NOW TV UHD, doesn't seem to show the fault on Amazon Prime UHD but I haven't been using it much because of the issue and the lag on the interface.

        Audio is stuttered and garbled and then sometimes runs at half speed. Only on 4K content and only noticed it on streaming app called Now TV (UK). However, the 3820 on the same 2 TVs tested on the same firmware on the same network in the same physical locations does not do this at all. 

        The interface is so slow now as well on the 3810. Both issues happened early 2025 which is when I believe the latest release was pushed out.

         

        https://photos.app.goo.gl/X6fLH9KDvvHibSwZ7

         

        Thanks