Forum Discussion

boboco1's avatar
boboco1
Newbie
2 years ago

Re: Roku stops streaming after 3 mins - v12.5.0 build 4178-c2 - Sling, Tablo, Amazon, Hulu, Emby....

I tried the network connection reset. The issue continues to occur. device model: C257X - Roku TV serial number: X001009NTKV8 device ID: S06PG11NTKV8 software OS/version: 12.5.5 build 4174-94 GC...
app playback
terster1's avatar
terster1
Channel Surfer
2 years ago

We just got an update and now no matter what spp we are using to watch programs (Sling TV, Tablo, Netflix) the program simply stops playing and it takes us back to that Apps  Home screen.  It's pretty cyclical... About every 3 minutes. Happens on so far on Sling, Tablo, Netflix, Emby, Hulu, Reelz

My Roku device is literally unusable when we need to restart everything every 3 minutes. 

If I fast forward just 15 seconds every 2.5 minutes.. it will reset the 3 minute timer. Strange. But still annoying because if I miss it and 3 mins goes by... I'm starting the app then the program all over again. Ugh. 

This just started happening tonight after the Roku update. 

We have the Roku 4802RW. 

Software Version 12.5.0

Build 4178-C2

GC Version: 10.4.37

 

I have reinstalled the sling app and the Tablo app. I also powered off and on the Roku and checked for software updates. . 

I also tried unplugging the Roku from electricity for 30 seconds. I reseated the HDMI cable 

 

My tracker id is:  e7-499-911

Or you can use this one: Tracker ID: E7-499-917

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    terster1,

    Thanks for the update and for sharing additional information about this.

    We would suggest performing a network reset on your device. See the guided steps below.

    1. Press Home on your Roku remote.
    2. Scroll and select Settings.
    3. Select Advanced system settings.
    4. Select Network connection reset.
    5. Select Reset connection.

    If the issue persists, after reconnecting it. Get back here and share the details below.

    • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
    • 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).

    We'll be anticipating it!

    Regards,

    Rey

    • nyc79's avatar
      nyc79
      Channel Surfer
      2 years ago

      Same thing started happening to my mom' Roku streaming stick in her bedroom. Plays all apps for about 3 minutes, & kicks back to the home screen.

      But hers also starts freezing, then buffering, & says to check the network connection. When she goes to check it, it spins checks "internet connection" "wireless connection" & so on. In the background it shows not connected for a second, then connects again.

      Called internet provider, nothing wrong on their end. Bought a new Roku Premier & was the same problem. All other devices on that WiFi connection work. Have 2 other TVs with Rokus, & they're okay.

      Not sure if it's the same software issue, but started around the same time & is acting almost the same way. She's not able to watch anything!

      • RokuArjiemar's avatar
        RokuArjiemar
        Retired Moderator
        2 years ago

        Hello! nyc79, 

        Thanks for the post,

        Thank you for reaching out to us. We're pleased to assist.

        We would be more than happy to investigate further, but we will need further details. 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 or 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 five times, followed by the Back button five times, and provide us with this ID)
        • steps to reproduce the issue

        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 working with you to help resolve this issue.

        Thanks,
        Arjiemar

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      2 years ago

      Hi CraigMKDavis,

      Greetings from the Roku Community!
      We understand you're having a problem with the Roku Ultra since it keeps stopping streaming after three (3) minutes. We're happy to assist you further, but we will need to gather more information.

      • How far is your Roku device from your router?
      • Did we recently make any changes to your network or network provider?
      • Do you have cellular data, so we can try connecting your device to your hotspot?
      • Could you send us a photo or video of your running problem?

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

      Thanks,

      John

      • CraigMKDavis's avatar
        CraigMKDavis
        Reel Rookie
        2 years ago

        Hi John,

        Thank you for your response.

        The Roku is about 8 inches from the router and the Roku is connected to the router with an Ethernet connection.

        We have made no recent changes to the network or network provider.

        We don't currently have a means to test using cellular data.

        The problem results in a quiet return to the home screen. Here is a photo of the bug tracker right after being returned to the home screen: https://imgur.com/a/4bHdNfr

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    Hi Community users,

    Greetings from the Roku Community!
    Thanks for keeping in touch with us and for sharing your experience with this playback issue.

    Could you tell us if you have made some changes to your router recently? We would also suggest connecting your device to an alternative network such as a mobile hotspots then try again to see if that makes a difference.

    Thanks,

    Rey

    • terster1's avatar
      terster1
      Channel Surfer
      2 years ago

      Hi. There have not been any changes to my home network. 

       

      My other identical Roku's are not affected yet but that's likely because they are still on a different firmware build. They are not on the C2 like this one is. 

      To power the Roku I am using the power plug and cable that came with the Roku. 

       

      Note this is not a Roku Express   please see my original post. I gave VERY detailed information. 

      Finally... This affects every App.  It is not specific to any one app or channel. 

       

      Whether I'm using: Amazon prime, Netflix, Hulu, Emby, Plex, Tablo, Pluto, Roku Live TV, Sling, etc...  Every 3 minutes the Roku goes back to the home screen. 

       

      • denhow's avatar
        denhow
        Roku Guru
        2 years ago

        RokuERey  I have not made any changes to my router. My Roku worked normally from Monday afternoon to Tuesday evening after I did a factory reset. So I think this is not a networking issue.

        What kind of router configuration issue do you think could trigger something like this?

         

    • Karob0419's avatar
      Karob0419
      Newbie
      2 years ago

      I have this problem but only when stream on the Roku channel. The on demand will work for a time and then exit and return to app screen. If the only solution is to create a mobile hotspot, I will need to find a new device, that isn’t a reasonable solution. What is the fix?

      • RokuERey's avatar
        RokuERey
        Retired Moderator
        2 years ago

        Karob0419, KFITZGERALD,

        Welcome, and thanks for keeping the Roku Community informed.

        To help learn more about this, we'll need your help by sharing the details below.

        • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
        • 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).

        Please keep us posted!

        Thanks,

        Rey