Forum Discussion

Nicarlov's avatar
Nicarlov
Channel Surfer
12 months ago

ROKU ULTRA 4802X Reboots and Slow Response Issues

SERIAL #: X01000K9RFAF

S/W VERSION: 14.0

DEVICE ID: S0DA2419RFAF

TRACKER ID: AF-464-685

I am having issues with my ROKU ULTRA device.  It reboots several times a week.  Sometimes by itself sometimes with remote button selection.  I am also having issues with video freezing, and when the home button is selected the screen will go black for approximately 20 seconds.  I have completed a Factory Reset, but that did not resolve my issues.  Also can't overcome the superscript on the wording in this text box.

app playback

8 Replies

  • Nicarlov's avatar
    Nicarlov
    Channel Surfer
    12 months ago

    Maybe I'll leave it here till they delete it.  If they delete it will it also delete your response as well?  I tried a chat today but no one responded.

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      12 months ago

      Hi Nicarlov .

      Thanks for sharing this here in the Roku Community!

      We understand that you're experiencing issues with your Roku Ultra and we're here to investigate this matter. 

      Please let us know...

      • When did you first notice this issue?
      • Is this happening on all channels or if you're streaming on a specific channel? If so can you please specify the channel affected?
      • What troubleshooting steps you have tried so far? 
      • Have you received any recent updates? To check this, navigate to Settings > System > About, and tell us the latest software version of your Roku.
      • Could you also tell us how is the Roku being powered up? Directly to the power outlet or through the TV's USB port?
      • A photo or a short video of the incident. 

      We are willing to get you back up and running, and providing the details above will put us one step ahead in resolving this issue. 

      Please keep us posted. 

      All the best,
      Emman

  • Nicarlov's avatar
    Nicarlov
    Channel Surfer
    12 months ago

    I already provided the information you requested during my initial post but here it is again:

    MODEL: 4802X - ROKU ULTRA

    SERIAL NUMBER: X01000K9RFAF (S0DA2419RFAF)

    S/W VERSION: 14.0.4 BUILD 12221-C2

    GC VERSION: 12.6.32

    TIMESTAMP: 2024-11-20T17:35:42Z

    ISSUE ID:AF-467-615

    • Nicarlov's avatar
      Nicarlov
      Channel Surfer
      12 months ago

      S/W version is 14.0. 

      I have performed a factory reset

      System restart

      Unplug then reconnect. 

      I have the Roku powered up using the roku power cable (not usb) from a Monster Power Home Theater Power Center HTS3600 (It maintains a constant power voltage and protects against lightning).  Most of the time when it reboots is when I select the home button but not always.  Also it has happened when watching DirecTV.  Also it should be noted that the screen will go black for roughly 10 - 20 seconds when selecting the home button.  There are 2 other users that are having the same isswue.

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      12 months ago

      Thanks for providing your detailed information, Nicarlov!

      We will ensure this is forwarded to the appropriate Roku team for further review and investigation. We truly appreciate your effort, and we will work hard to restore your uninterrupted streaming experience.

      We'll keep this thread posted for any progress on this issue. Stay tuned!

      All the best,
      Emman

      • Nicarlov's avatar
        Nicarlov
        Channel Surfer
        12 months ago

        I have not heard from the engineering team.  Today at approximately 10:00 my roku display froze again and rebooted on its own.  I performed an issue report tracker the information is as follows

        SERIAL #: X01000K9RFAF

        S/W VERSION: 14.0.4 build 12221-C2

        GC VERSION: 12.6.32

        DEVICE ID: S0DA2419RFAF

        TRACKER ID: AF-470-422

        TIMESTAMP: 2024-11-22T16:22:22Z