Forum Discussion

MyRTV23's avatar
MyRTV23
Streaming Star
2 years ago
Solved

Roku Plus Series X01300YS96XD 55" tv keeps repeating live tv

In November 2023 we purchased a Roku brand 55" tv. We have been experiencing a lot of issues with the tv constantly repeating during live tv broadcasts. It started out as an occasional issue. Lately, it happens 3-5 times every half hour when watching main tv channels. It doesn't happen on streaming channels. However, I don't use the pause option on my streaming channels, as it doesn't always work and the pause is for live tv.  Today, I was watching a show over antenna tv. I have a memory stick in the USB port (for pausing live tv, and it has more than sufficient space). The tv kept repeating and then it garbles to catch up. Then there was a delay between the actors/broadcasters speaking and the movement of their mouths. 

I have contacted ROKU support 3 times since January. The first chat rep took my info, made recommendations and asked me to see if some possible fixes resolved the issue (reset network, check for updates, hard shutdown, reset modem). I tried the fixes and nothing resolved the issue. Per her suggestion, I was to contact Roku support again. At this point, the representative said that my concern had been escalated to engineering and they would contact me. I have yet to hear back from anyone.

Today, I reached out again because the repeating is getting really bad. Unfortunately, I connected with a chat rep who really could have cared less about my issue. He just kept suggesting that I do the same things that I have done over and over. I let him know and he repeated the suggestions as if I were an absolute idiot and never used a tv before. He did nothing to help, would not put me in touch with a supervisor, or escalate my concern. He gave me a phone number and the link to Roku support and told me to either get service from the retailer or call the 408-556-9391 number. I might try the phone number, but really feel like Roku is  dropping the ball on a defective product. 

I bought this tv so that I could pause live tv. I had a TCL tv before this and never had these issues. I regret this purchase. Does anyone have any suggestions or possible fixes? I would expect a tv to work properly for longer than a couple of weeks.

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  • renojim's avatar
    renojim
    2 years ago

    It doesn't sound like you've tried anything with the USB flash drive.  I'd try taking it out, reformatting it in a computer, and then put it back in and let the TV reformat again.  If that doesn't work, try a different USB flash drive.  Maybe a different brand.

  • Rotorhead's avatar
    Rotorhead
    Reel Rookie
    12 months ago

    I tried chapaj1's "solution" and it worked for maybe an hour then the tv went right back to glitching.

    Moderator, please remove the "solution" that is posted on the first page of this discussion as it is NOT A SOLUTION!

    • MyRTV23's avatar
      MyRTV23
      Streaming Star
      12 months ago

      I tried the solution of rescanning antenna channels twice within the past week. It doesn't work, as within 15 minutes the repeat and garble issue happened multiple times. 

    • RokuJanadeeK's avatar
      RokuJanadeeK
      Retired Moderator
      12 months ago
      • LeeStreamer's avatar
        LeeStreamer
        Streaming Star
        12 months ago

        RokuJanadeeK Did you even read the post you replied to and the rest of the thread? You were asked to unmark the wrong answer as a solution and you did not. Second, you have received all of that information from multiple other people already and supposedly already have engineers working on a solution (although I don't believe that to be true).

  • renojim's avatar
    renojim
    Community Streaming Expert
    2 years ago

    It doesn't sound like you've tried anything with the USB flash drive.  I'd try taking it out, reformatting it in a computer, and then put it back in and let the TV reformat again.  If that doesn't work, try a different USB flash drive.  Maybe a different brand.

    • MyRTV23's avatar
      MyRTV23
      Streaming Star
      2 years ago

      Thanks for your suggestion. I let the tv format the memory stick, but never thought to format it first with my computer. I will give it a shot. I appreciate your fast input.

    • MyRTV23's avatar
      MyRTV23
      Streaming Star
      2 years ago

      I swapped the first drive out for a new one. Both formatted by the tv in the setup process. I just didn't think to format in the computer first and then the tv. I never had this issue with my TCL. 

      • RokuEuniceL's avatar
        RokuEuniceL
        Retired Moderator
        2 years ago

        Hi MyRTV23,

        Greetings from the Roku Community!

        We appreciate you letting us know about your streaming issues on your Roku TV. Please let us know if you are still encountering any issues after doing the suggested steps mentioned by renojim and we'll be glad to assist you.

        Have a good day!

        Kind regards,

        Eunice

    • MyRTV23's avatar
      MyRTV23
      Streaming Star
      2 years ago

       

      Thanks for the suggestion. I tried formatting two different USB sticks in the computer and then with the tv. Unfortunately, the problem is still happening. Within the past 5 minutes it has happened 3 times.

  • Rotorhead's avatar
    Rotorhead
    Reel Rookie
    2 years ago

    I'm having the same issue with a Roku 55r4a5r. The exact things you are describing.

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      Hi Rotorhead MyRTV23,

      Welcome, and thanks for sharing your reports here on the Roku Community!

      We'd like to take a close look into the case and flag the appropriate team about this.

      Please share with us 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).
      • Steps to reproduce the issue you are seeing.

      Once we have this information, we'll be able to forward this to our appropriate Roku team.

      Thanks,
      Rey

      • MyRTV23's avatar
        MyRTV23
        Streaming Star
        12 months ago
        Spoiler
        Any status updates regarding the repeating issues on the ROKU 55" tv

        Hi Rey,

        It's been a while. I had someone else reach out with the same issue. Tech support told him to do all the same things that I did. They even went as far as to falsely tell him that engineering would contact him in 1-2 days.

        I was watching tv tonight. I had taken the flash drive out of the tv and right before my eyes the tv started repeating. I think that this is a bigger issue than originally thought.

         

    • MyRTV23's avatar
      MyRTV23
      Streaming Star
      2 years ago

      Roku device model,  55" Roku Plus Series 4K TV

      serial number, X01300YS96XD (S0NX737S96XD)

      device ID,  G851X - Roku TV (From settings: 55R6A5R)

      and software OS/version   12.5.5 build 4174-ET

      Timestamp: 2024-03-02T18:34:43Z

      Tracker ID (Please use issue ID XD-088-954 to report the current issue)

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      MyRTV23,

      Thank you for reporting back to us and providing these details. I will take charge of this issue and forward it to the appropriate Roku team for further investigation.

      Rest assured, we will keep an eye on this and inform you of any relevant information regarding the progress. 

      Best regards,
      Rey

      • MyRTV23's avatar
        MyRTV23
        Streaming Star
        2 years ago

        Thank you. Since it has been happening more frequently, should I continue to track the incident numbers. This morning I was watching a show and the voice match was extremely off. It was virtually off by complete segments or scenes. I was happy that I got the tracking code I sent. I haven’t always caught it in time. 

  • LeeStreamer's avatar
    LeeStreamer
    Streaming Star
    12 months ago

    I am going through the exact same thing. They keep telling me an engineer will call me within 24 hours but nobody calls. The representatives don't seem to know anything and keep telling me to do stupid stuff like unplug it, reset it, etc. I returned the first TV thinking it was just a bad one and got a new one but the new one is doing the same thing. I'm about to return it too. 

  • chapaj1's avatar
    chapaj1
    Channel Surfer
    12 months ago

    I recently had the same issue with a new 50" purchase of a Roku TV, model 60R4AX. I was able to speak to a live person at tech support who gave me the solution to fix the problem. 

    I have TV through an antenna and what I needed to do was rescan for available channels. It has been 2 hours since I did this and have had no issues.