Streaming Stick(s) lock-up daily
"Sticks(s)" as I have four of them exhibiting this behavior and it started at the end of April - on all four. Family is getting really grumpy about these devices. I've had Roku for years, and suddenly they are all failing. At first, I suspected a faulty software update, but surely if more people we experiencing the problem, they would have fixed that by now.
All of them:
- are plugged into the wall, so let's eliminate TV USB power problems;
- are Streaming Stick 4K plugged directly into HDMI;
- run for a day or so, then "freeze" - that is, they fail to respond to the remote - the screen saver may be on or not and pressing Home or Back has no effect;
- can be restarted by pressing the reset button to restore control;
- lock up after non-use - never while being actively used;
- are connected to wi-fi - in fact, the most problematic Stick is 3 feet away from the access point, so distance does not seem to be a factor;
- have the most current update because they are always connected to the Internet;
- are connected to HD TV's, except one, which is 4K;
- have fresh batteries in the remotes and the remotes are verified connected by looking at the green light under the battery cover upon reboot;
One of them started locking up every couple hours, so I replaced it with (silly me) another Streaming Stick 4K that has the same problem. In troubleshooting this particular Streaming Stick 4K, my wife was able to perform a master reset on it, and the problem continued.
I opened a case with Roku: Roku Customer Support reference #: 7760908 which was escalated to higher support and died. Support claims to have not received the information from the devices, despite sending them photographs of the issue ID's (D3-255-976, K0-255-975, 3C-255-973).
I cut the cable and the fam transitioned easily, but they getting grumpy. So...what are my options? Replace the Roku's with ... what? Obviously not Streaming Stick as I can take one new out of the box (I had a couple spares - Amazon had a Black Friday deal and I bought several of them) and it does the same thing starting the next day. Considering Roku's lackluster escalated support, I'll cheerfully jump ship and do something different.
Hi zombie23,
Thanks for keeping us posted and providing the additional information.
As a last option, we recommend performing a system restart to resolve the issue you're experiencing with freezing and locking up while streaming. Please be aware that factory resetting the Roku device will require you to re-activate the device and may ask for you to re-authenticate some channels.
For more information about how to perform a factory reset on a Roku device, visit our Support page here: System restart or factory reset your streaming devicePlease tell us more if the issue persists after performing the steps provided above.
All the best,
Kash