Forum Discussion

ntulley's avatar
ntulley
Newbie
6 years ago
Solved

Crashing and going back to Roku screen

Since an update, I think, last night. No matter what channel I am on, Roku will randomly crash and go back to the Roku screen. It will remain on this screen until I turn off my TB for a few minutes. T...
crashing back to home screen
  • RokuTannerD's avatar
    RokuTannerD
    6 years ago
    Hi there

    Thanks for reaching out. Please follow the steps outlined here to help update your device:
    https://support.roku.com/article/115012351368

    This should help get things back on track. Please let us know if you are still encountering an issue after performing a system update.

    Thanks,
    Tanner
  • RokuDanny-R's avatar
    RokuDanny-R
    4 years ago

    Hi everyone,

    Thanks for the posts.

    We believe that this issue will be resolved in a future update.


    Thanks,
    Danny

RDLewis's avatar
RDLewis
Reel Rookie
4 years ago

I am experiencing the issue on all Channels & Apps, it is not just one platform… also it appears to be getting worse to point that I can’t even get thru one (1) episode of given show without crashing multiple times 

RokuDanny-R's avatar
RokuDanny-R
Retired Moderator
4 years ago

Hi everyone,

Thanks for the posts.

We believe that this issue will be resolved in a future update.


Thanks,
Danny

  • Kckwheeler05's avatar
    Kckwheeler05
    Newbie
    4 years ago

    I'm still having this issue with multiple apps. Some don't work at all anymore. I thought it would be fixed after the last update? 

  • sjensen98104's avatar
    sjensen98104
    Newbie
    4 years ago

    Let's hope so. My new Ultra is a crashing machine. Doesn't seem to matter what app I'm using either. Roku devices have always been rock solid until this latest one. Get a handle on this Roku.

    • RokuKariza-D's avatar
      RokuKariza-D
      Retired Moderator
      4 years ago

      Hi sjensen98104

      Thanks for the post.

      Have you tried removing one to two of the affected channel then re-install them? If not, we suggest giving it a shot. To ensure the process is successful, make sure to restart your device before adding the channel back in. We would recommend doing this from the Settings menu by navigating to Settings > System > System restart > Restart.

      For detailed instructions, refer to this Support link: How do I resolve channel playback issues?

      However, if the issue persists, please provide us the following information for further investigation:

      • Roku device model, Serial number, Device ID, Software OS/version (these can all be found in Settings > System > About)
      • Does this issue occur on a specific channel? If so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
      • Tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
      • Steps to reproduce the issue you are seeing

      With more information, we will be able to assist you further.


      All the best,
      Kariza

    • Hosato's avatar
      Hosato
      Reel Rookie
      4 years ago

      I was having this issue on my Roku Streambar and found that problem was that I didn't have the HDMI cable plugged into the correct HDMI port on the TV.  You need to make sure the HDMI cable is plugged into the HDMI (ARC) port.   Once I did that the Roku Streambar worked just fine. 

  • JBRaccoon's avatar
    JBRaccoon
    Reel Rookie
    3 years ago

    Mine stopped doing that for a short time and is back to it again, even if I completely disconnect it. I'm not sure what firmware issue there is but I do know it's becoming a problem trying to use the device on my television.

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

      Hi JBRaccoon,

      Thanks for posting in the Roku Community!

      Can you please provide us with more specific information about the issue you are experiencing? Which streaming channels are you experiencing this issue on? Have you tried rebooting both your wireless router and your Roku device? What Roku model device are you using? If you see something different, please let us know what you see.

      With more detailed information, we will be able to assist you further.


      Best regards,
      Mary

      • JBRaccoon's avatar
        JBRaccoon
        Reel Rookie
        3 years ago

        sure, I can load my Plex app for example, and start to watch a TV series on my local server and without notice it will kick me out back to the home screen. I thought this was an isolated incident so I tried it on other apps I have and received the same result at random times. I've even tried unplugging the device and letting it sit for a short time, as well as ensuring it was updated and receiving quality signal on my WIFI network. I've run out of ideas on what could be causing it so came here.

    • RokuDanny-R's avatar
      RokuDanny-R
      Retired Moderator
      3 years ago

      JBRaccoon

      Thanks for th epost.

      Does this issue happen on a specific channel like Plex or does it happen across all channels? In addition, what Roku model device are you using and how are you powering the Roku device?

      With more detailed information, we will be able to assist you further.


      Thanks,
      Danny

      • JBRaccoon's avatar
        JBRaccoon
        Reel Rookie
        3 years ago

        it happens on other channels as well and not just Plex, I ruled that out before checking here just in case. As for power, it's directly connected to the power strip via the USB adapter, with a heavy duty USB cable to reduce chance of wire breakage within the cable itself. Model number is: 393OX