Forum Discussion

jlbtjb's avatar
jlbtjb
Reel Rookie
3 years ago
Solved

Help - Roku Photo Streams Not Working - Crashes Immediately

I have the Roku Ultra, and for the last several days, Roku Photo Streams has not been working. When you select the app from the home screen, Roku Photo Streams starts to open and then immediately clo...
  • RokuAustin's avatar
    RokuAustin
    3 years ago

    Thanks for all of the help troubleshooting. We believe restarting your Roku device from the system menu should solve the issue.

    To restart your Roku device, using your Roku remote, navigate to home screen and choose Settings > System > Power > System restart.

    You must restart via the system menu for this fix to work.

    Let us know if this solves the issue for you!

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

    Hi Community users,

    Thanks for posting in the Roku Community!

    We appreciate everyone letting us know about this issue with Roku Photo Streams crashing. We appreciate you letting us know about this issue with

    We believe this issue has been resolved. We would recommend checking for a channel update by going to the channel on the Home screen and pressing the * and checking for a channel update. 

    One additional suggestion we would like for you to try restarting your device from Settings>System>Power>System restart (If you do not see a Power submenu, skip to the next step)and see if you notice any difference.

    If the issue still persists, can you please provide us with 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 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, and provide us with this ID)
    • steps to reproduce the issue you are seeing
    • photo or video illustrating the issue so we can better understand what is occurring

    Thanks again for posting and we hope the suggestions above get everything sorted out!


    Best regards,
    Mary

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

Hi Community users,

Thanks for sharing your observations and providing information.

We are currently aware and our engineering team has been investigating this issue closely.

In the meantime, please help us with the required details below so we can send additional information for the investigation to our engineering team, and once more information is available I'll be sure to let the Community know:

  • 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 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, and provide us with this ID)
  • steps to reproduce the issue you are seeing
  • photo or video illustrating the issue so we can better understand what is occurring

Please be aware that we are actively monitoring and investigating the discussions on this thread. Thanks again for your continued patience.


Best regards,
Mary

Lerpinator's avatar
Lerpinator
Channel Surfer
3 years ago

Mary,

Here is the info for my Roku Streaming Stick that the photo stream is not working:

Device model: 3810x -Roku Streaming Stick +

Serial Number: YH005S164636

Software OS: 11.5.0•Build 4311-50

Device ID: 213135164636

As reported previously the same problem (also reported previously) occurred on my 58” Hisense Roku TV.  Seems the photo stream on it has reset and is working on that TV. Photo stream also works on my other 2 TV’s. The problem only occurred on the TV’s I paired a voice remote pro to.

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

    Hi Lerpinator,

    Thanks for keeping in touch and providing the necessary details.

    We're sorry if the Roku Photo Streams have caused any inconvenience. Rest assured that I have sent all your information and concerns to our Roku team. We'll get back to you once an update is available I'll be sure to let the Community know.

    We prioritize resolving this as soon as possible and ask that you bear with us as we manage this issue.


    Best regards,
    Mary