Forum Discussion

Kingd3020's avatar
Kingd3020
Reel Rookie
3 years ago

Having problems watching anything every time I start something it exits and goes to home screen

 For about 2 weeks now I try to watch something it freezes and exits to home screen I have tried 2 diffrent routes and checked connectivity and that's not the issue they are both excellent.  Ive re...
app playback
RokuKariza-D's avatar
RokuKariza-D
Retired Moderator
3 years ago

Hello Medowns 

I hope you're doing well.

We do not have enough details from your original message to make an effective suggestion. Could you tell us more about your concern? Does the issue also occur on all channels installed on your Roku device? What are the troubleshooting steps you've tried?

With more information, we can assist you further.


All the best,
Kariza

Kingd3020's avatar
Kingd3020
Reel Rookie
3 years ago

I also have a roku TV and it happens there as well and I do have all my roku plugged into a outlet. 

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

    Hi Kingd3020 

    Thanks for the follow up regarding the issue you are experiencing with channels crashing.

    We would be more than happy to look further into this issue for you, but we will need more details. Can you please provide us the following information:

    • Roku device model, serial number, device ID, and 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 be 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 and provide us with this ID)
    • steps to reproduce the issue you are seeing 

    Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further. We look forward to hearing back from you.


    Thanks,
    Danny

    • Jerry66's avatar
      Jerry66
      Newbie
      3 years ago

      I am experiencing the same problem; selecting an app with perimeter box is absent, does not move to apps smoothly, app selection (Netflix, Amazon Prime) is made then I’m switched back to Home Screen after 5-10 minutes of viewing, forcing me to redo all selections to return to specific content.  I have Roku Model 4200X, S/N: 1GS437098451, software version 11.5.0, build 4312-04, Netflix Version 4.2, build 100018001, issue report tracker ID 51-167-733, timestamp 2023-04-27T11:33::17Z.  Steps to reproduce the issue is described above.  And I have restarted my Roku device several times by unplugging it, waiting, one minute, then reconnecting the device to a wall outlet. I have restarted my Internet router along with this routine. There seems to be no resolving this issue. I am very frustrated and don’t know why, I am paying for service that does not work. 

      • RokuNimfa-C's avatar
        RokuNimfa-C
        Retired Moderator
        3 years ago

        Greeting Jerry66, 

        Thanks for sharing with us your experience with your Roku device. 

        We're sorry for the inconvenience this has caused. I have passed along your information and concern to our Support team. I'd recommend keeping an eye on your email since they'll be reaching out to you from there.

        Your patience and understanding are greatly appreciated.


        Regards, 
        Nimfa

    • Tsha603's avatar
      Tsha603
      Newbie
      3 years ago

      I am having the same issue on my Roku TV. Only happens when I play a movie on demand. Never happens on a live channel. 

      • RokuKarla's avatar
        RokuKarla
        Retired Moderator
        3 years ago

        Hello Tsha603

        Thanks for reaching out here in the Community!

        Could you tell us specifically the issue you're running into? Does it only occur on a specific channel or across other channels installed on your Roku device? Please let us know as well the troubleshooting steps you've done so we know what steps we should take next. 

        We look forward to your response.

        Regards
        Karla