Forum Discussion

Psupug's avatar
Psupug
Newbie
6 months ago

4802x - ultra randomly pauses by itself

I have a Roku ultra 4802x and it keeps randomly pausing itself.  It isn’t buffering and won’t restart until we hit play on the remote. Then it plays fine.  I’ve tried two different WiFi networks and even a wired connection and it has the same issue.  I have another ultra and a streaming stick that don’t have this issue.  I’ve tried resetting the unit and it comes back.  Any ideas? 

app playback

3 Replies

  • AvsGunnar's avatar
    AvsGunnar
    Community Streaming Expert
    6 months ago

    Psupug 

    It may be picking up a random/errant IR signal that is causing the device to Pause.

    Since the Ultra devices are equipped with a RF remote (wifi), try hiding the device (turning it around, etc) or placing something in front of the IR receiver window on the front of the device, and see if the issue subsides.

    • JWS9518's avatar
      JWS9518
      Roku Guru
      6 months ago

      I have had something similar happen to me with something fast forwarding or pausing at random times.  I agree with AvsGunnar , it most likely is some random signal that the Roku is misinterpreting as a remote signal.  Would be nice if Roku could figure out a way to prevent this in the future.

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

        Hi, Psupug.

        It's great to have you here in the Roku Community!

        Thanks for flagging this issue to us. This issue can be really frustrating, especially when streaming, and we'd like to dig deeper into this. 

        Could you please give us some more details about it?

        • When did you first notice this issue?
        • Is this happening on all channels or only on a specific channel? 
        • Did you receive any software updates prior to this issue happening? 
        • Could you provide a short video clip or a photo of the exact behavior of it?

        In the meantime, we would also like to request additional information below.

        • Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
        • Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
        • If happening to a certain app, please provide the Channel build version (Highlight the app from the Home Screen and press the Star * Button)

        We are looking forward to hearing from you soon.

        Thanks,
        Emman