Forum Discussion

AlmightyPeanut's avatar
AlmightyPeanut
Reel Rookie
3 years ago

All apps/channels painfully slow after update 9/19/2023

After the most recent update to my TCL 75R635's apps are extremely slow.  Never had an issue in Prime video, Netflix, etc but now there's a tremendous lag when navigating the apps.  Moving around the...
app playback
RokuCarly's avatar
RokuCarly
Community Moderator
3 years ago

Thanks for posting here at the Roku Community, AlmightyPeanut.

We appreciate you for bringing this to our attention, and we sincerely regret any trouble this may have caused you. No worries; the appropriate Roku team would be more than willing to further review your concern and find you with the best resolution possible. Would you mind providing us with a video of it for reference? Furthermore, kindly provide us with the following details below for us to be able to forward this effectively.

  • Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
  • Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

We'll be looking forward to your response!

Kind regards,
Carly

  • NeverVeryHappy's avatar
    NeverVeryHappy
    Channel Surfer
    3 years ago

    Experiencing the same thing on my Roku Ultra. Not very pleased right now.

    • NeverVeryHappy's avatar
      NeverVeryHappy
      Channel Surfer
      3 years ago

      Model: 4640X - Roku Ultra

      Serial number: YP0079753439 (7LC687753439)

      Software Version: 12.5.0 • Build 4165-29

      GC version: 10.1.25

      Timestamp: 2023-09-22T04:08:06Z

      Issue ID: 39-380-408

      • RokuCarly's avatar
        RokuCarly
        Community Moderator
        3 years ago

        Thanks for providing us with the precise information, NeverVeryHappy.

        Rest assured that your concern, together with your provided information, will be forwarded to the appropriate Roku team for further review, and will find you the best resolution possible. In the meantime, we appreciate you bearing with us as we work on this.

        Feel free to let us know if you have further clarification and in need of any assistance aside from this. We'd be glad to help. 

        Kind regards,
        Carly

    • NeverVeryHappy's avatar
      NeverVeryHappy
      Channel Surfer
      3 years ago

      I would upload my video, but its laced with profanity. I don't think your support team wants to hear how I feel, since the Support team is not writing the code, that's the Hardware programmers. But if they want the video to pass along to the Hardware team let me know.