Forum Discussion

Tree3685's avatar
Tree3685
Roku Guru
3 years ago
Solved

Roku Ultra 4660X reboots with version 12 software

Since Roku upgraded the software to the latest version sometime in the last two weeks(April, 2023), almost every time turning on the TV Monitor or sometimes even when closing apps, the Roku Ultra 4660X will pause on a black screen for a while and then reboot.

It is using the Roku power supply, so power issues seem unlikely.

Roku software v12.0.0 build 4181-46.

As of Aug 23, I have submitted 41 unanswered Roku "Issue report tracker" [Hit the Home button five(5) times followed by the Back buttons five(5) times to generate that report.]

The Settings/Display is manually set (i.e.  not using auto detect)

app playback
  • RokuTakashi's avatar
    RokuTakashi
    2 years ago

    Hi Tree3685,

    Thanks for keeping us updated!

    We totally understand the issue you're having, and we're doing our best to help you. Please be advised that we have passed along your information and concerns to the appropriate Roku team. They will work on the issue and investigate it further. Once more information is available, we'll make sure to update this thread.

    In the meantime, we appreciate your patience and understanding regarding this matter.

    All the best,
    Kash

65 Replies

Replies have been turned off for this discussion
  • RokuMary-F's avatar
    RokuMary-F
    Community Moderator
    3 years ago

    Hi Tree3685,

    Welcome to the Roku Community!

    We understand that you are having an issue with the Roku device screen going black and crashing and we're sorry if you are having this experience.

    We want to perform a few steps to make sure we are providing the best service. Could you please reboot both your wireless router and your Roku device to see if there's any difference after?

    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

    Please let us know if the issue is fixed or reply back to the thread and kindly provide the required details mentioned above as it will help us to offer appropriate assistance to you on the reported issue.
     


    Best regards,
    Mary

    • Tree3685's avatar
      Tree3685
      Roku Guru
      3 years ago

      How can this defective version of Roku software be removed?

      Since Roku upgraded the software to v12.0.0, almost every time turning on the TV Monitor or sometimes even when closing apps, the Roku Ultra 4660X will pause on a black screen for a while and then reboot.

      It is using the Roku power supply, so power issues seem unlikely.

      >> Roku is connected via Ethernet cable, so WiFi does not need to be rebooted.

      >>> Roku reboots itself each time, so that is also done.

      >>>> Happens on all apps, not specifically on one more than others.

      >>>>>Device Info:

      Issue report tracker
      Model: 4660X - Roku Ultra
      Serial number: YJ001A584071 (CK3931584071)
      Software version: 12.0.0 • build 4184-46
      GC version: 9.2.113
      Timestamp: 2023-05-26T22:02:17Z
      Please use issue ID 71-210-122 to report the current issue.

      >>>>>>Steps to reproduce: 

      Turning on the TV Monitor or sometimes even when closing apps, the Roku Ultra 4660X will pause on a black screen for a while and then reboot.

      • RokuJechealR's avatar
        RokuJechealR
        Retired Moderator
        3 years ago

        Hi Tree3685,

        Thanks for providing us with your device information. Please be aware that I have passed along your concerns and details to the appropriate Roku team for further investigation. Once more information is available, I'll be sure to post an update on this thread.
        Your patience and understanding in the meantime is much appreciated.

        Best regards,

        Chel

  • Tree3685's avatar
    Tree3685
    Roku Guru
    3 years ago

    Reply, again, it is hard to get answers when replies to posts disappear.

    Issue report tracker
    Model: 4660X - Roku Ultra
    Serial number: YJ001A584071 (CK3931584071)
    Software version: 12.0.0 • build 4184-46
    GC version: 9.2.113
    Timestamp: 2023-05-28T19:19:55Z
    Please use issue ID 71-212-839 to report the current issue.

    Let me know if this reply shows up in the history this time...

    • Tree3685's avatar
      Tree3685
      Roku Guru
      3 years ago

      As stated before in the deleted reply, this roku is wired not wireless so no need to reboot WiFi.

      Also, as stated before, this issue reboots the roku each time, so that is not needed either.

      And finally, this happens on any app or the home page of roku itself after turning on the HDMI monitor.

      • Tree3685's avatar
        Tree3685
        Roku Guru
        3 years ago

        I see the missing reply has been restored, nice.

        Here is the current issue tracking id:

        Timestamp: 2023-05-29T19:50:32Z
        Please use issue ID 71-214-310 to report the current issue.

  • lfortner's avatar
    lfortner
    Reel Rookie
    3 years ago

    I tried pushing the home button 5 times, and then the back button 5 e, and nothing comes up on the screen.

    Lisa Fortner Carmi, Il.

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      3 years ago

      Hi lfortner,
      Thanks for posting the in the Roku Community!
      We would be more than happy to look further into this issue, but we will need more details. Can you tell us more about the issue that you're experiencing:

      • What Roku device or TV are you using?
      • What is the current OS of your Roku?
      • What is the issue you are experiencing?
      • Did you see an error message or code?
      • What are the steps to reproduce the issue?

      Once we have this information, we will be able to assist you further.
      Best regards,
      John

      • Tree3685's avatar
        Tree3685
        Roku Guru
        3 years ago

        Other than a brief note from roku support saying they were lookin into the two weeks ago, I have not heard any more about the defective v12 release.

        For reference, here are a few more that have happened since the last posting.

        Timestamp: 2023-06-13T20:35:09Z
        Please use issue ID 71-235-955 to report the current issue.

        Timestamp: 2023-06-12T16:59:51Z
        Please use issue ID 71-234-299 to report the current issue.

        Timestamp: 2023-06-11T21:48:18Z
        Please use issue ID 71-233-148 to report the current issue.

        Timestamp: 2023-06-08T01:32:36Z
        Please use issue ID 71-227-612 to report the current issue.

        Timestamp: 2023-06-02T02:53:22Z
        Please use issue ID 71-219-014 to report the current issue.

        Timestamp: 2023-06-01T02:14:06Z
        Please use issue ID 71-217-613 to report the current issue.

  • Tree3685's avatar
    Tree3685
    Roku Guru
    2 years ago

    This is issue report # 34

    Issue report tracker
    Model: 4660X - Roku Ultra
    Serial number: YJ001A584071 (CK3931584071)
    Software 12.0.0 . Build 4184-46
    GC version:9.5.25
    Timestamp: 2023-08-05T01:05:50Z
    Please use issue ID 71-311-105 to report the current issue.

  • Tree3685's avatar
    Tree3685
    Roku Guru
    2 years ago

    This is issue report # 35

    Issue report tracker
    Model: 4660X - Roku Ultra
    Serial number: YJ001A584071 (CK3931584071)
    Software 12.0.0 . Build 4184-46
    GC version:9.5.25
    Timestamp: 2023-08-05T20:29:51Z
    Please use issue ID 71-312-269 to report the current issue.

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      2 years ago

      Hi Tree3685,

      Thanks for keeping us posted!

      We understand that you're having a problem with the Roku Ultra. We will be glad to help. Please be aware that we have passed along your information through the Support team. They're the ones who will reach out to you.

      Please let us know if there's anything else we can do to assist.

      Best regards,

      John

      • Tree3685's avatar
        Tree3685
        Roku Guru
        2 years ago

        This is issue report # 36


        Model : 4660X Roku Ultra
        Serial number : YJ001A584071 (CK3931584071)
        Software : 12.0.0 . Build : 4184-46
        GC version : 9.5.25
        Timestamp: 2023-08-08T19:36:24Z
        Please use issue ID 71-316-536 to report the current issue.

  • Tree3685's avatar
    Tree3685
    Roku Guru
    2 years ago

    This is issue report # 40

    Issue report tracker
    Model : 4660X Roku Ultra
    Serial number : YJ001A584071 (CK3931584071)
    Software : 12.0.0 . Build : 4184-46
    GC version : 10.0.80
    Timestamp : 2023-08-21T16:14:22Z
    Please use issue ID 71-335-054 to report the current issue.

    • Tree3685's avatar
      Tree3685
      Roku Guru
      2 years ago

      This is issue report tracker 41
      Model : 4660X Roku Ultra
      Serial number : YJ001A584071 (CK3931584071)
      Software : 12.0.0 . Build : 4184-46
      GC version : 10.0.80
      Timestamp: 2023-08-22T21:05:04Z
      Please use issue ID 71-336-785 to report the current issue.

  • Tree3685's avatar
    Tree3685
    Roku Guru
    2 years ago

    This is issue report # 42

    Issue report tracker
    Model : 4660X Roku Ultra
    Serial number : YJ001A584071 (CK3931584071)
    Software : 12.0.0 . Build : 4184-46
    GC version : 10.0.80
    Timestamp : 2023-08-24T02:29:10Z
    Please use issue ID 71-338-549 to report the current issue.

  • Tree3685's avatar
    Tree3685
    Roku Guru
    2 years ago

    This is issue report # 43

    Issue report tracker
    Model : 4660X Roku Ultra
    Serial number : YJ001A584071 (CK3931584071)
    Software : 12.0.0 . Build : 4184-46
    GC version : 10.0.80
    Timestamp : 2023-08-27T16:26:31Z
    Please use issue ID 71-343-706 to report the current issue.

  • Tree3685's avatar
    Tree3685
    Roku Guru
    2 years ago

    This is issue report # 44

    Issue report tracker
    Model : 4660X Roku Ultra
    Serial number : YJ001A584071 (CK3931584071)
    Software : 12.0.0 . Build : 4184-46
    GC version : 10.0.80
    Timestamp : 2023-08-27T20:29:12Z
    Please use issue ID 71-343-949 to report the current issue.

    • Tree3685's avatar
      Tree3685
      Roku Guru
      2 years ago

      This is issue report # 45

      Issue report tracker
      Model : 4660X Roku Ultra
      Serial number : YJ001A584071 (CK3931584071)
      Software : 12.0.0 . Build : 4184-46
      GC version : 10.0.80
      Timestamp : 2023-08-28T02:53:54Z
      Please use issue ID 71-344-333 to report the current issue.

  • Tree3685's avatar
    Tree3685
    Roku Guru
    2 years ago

    This is issue report # 46

    Issue report tracker
    Model : 4660X Roku Ultra
    Serial number : YJ001A584071 (CK3931584071)
    Software : 12.0.0 . Build : 4184-46
    GC version : 10.0.81
    Timestamp : 2023-08-29T19:52:26Z
    Please use issue ID 71-346-792 to report the current issue.