Roku Premiere Stops Playing and Returns To Home Screen
ISSUE REPORT TRACKER: 93-493-493
Last Thursday (7 December, 2023), my #RokuPremiere was playing just fine. Then from Friday until today (FOUR DAYS), this player would stop playing after about 2-5 minutes and return to the Home Screen. It doesn't matter which app I am playing. I was in contact with Roku Support trying the following troubleshooting methods with no success:
1) Home > Settings > Network > Bandwidth Saver > Switch it off
2) Home > Settings > System > Advanced System Settings > Network Connection Reset
3) Home > Settings > Network > Setup Connection > Wireless > Select your Network and Enter the Password for your Internet
4) Home > Settings > System > System/Software Update > Check Now
5) Home > Settings > System > System Restart/Power > System Restart
The night prior to contacting Roku Support, I had already checked my internet connection, reset my Wi-Fi router and modem, reconnected my player to my network, and still no success.
Last night, I tried switching from HDMI1 to HDMI2 on my TV, and that still didn't work. I removed all apps and re-added them (as suggested in another conversation), and that still didn't work. Before realizing that the Roku Players have no cache to clear, I even tried that suggestion which is nothing more than a hard reset.
This has to be an internal issue at Roku, because the last update occurred on 28 October, 2023 at 11:39 a.m. (Software version 12.5.0 Build: 4178). Unlike some of the other customers I've seen, I'm not going to continue paying for a service that I cannot enjoy! I called Roku Support to check on my ticket yesterday, and all I was told is that it had been escalated and that I would hear back within 24 hours. Well, it's been over 22 hours, and still nothing!
To be honest, I don't think Roku has a fix for this issue; and the issues that seemed to have been fixed were either random and/or self-correcting. One would think that they could at least send communication to its customers acknowledging this issue and reassuring them that they're at least TRYING to fix this issue!