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jv9's avatar
jv9
Reel Rookie
2 years ago

Video freezes but sound continues.

I have a new Roku device and this problem is still happening in 2023 (almost 2024). That's quite a bug you can't fix. ODD. Firmware is up to date. Device details below. What is the way to fix this?

Model: 3941X2 - Roku Express 4K+
Serial number: X02200L8WK39
Software version: 12.5.0 build 4178-E4
Device ID: SOHAK358WK39
app playback

3 Replies

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  • Solar_K's avatar
    Solar_K
    Reel Rookie
    2 years ago

    I fixed my video playback problems by examining my HDMI cables.  Older cables do not support the latest requirements made of them by newer devices.  Make sure you have the latest versions of HDMI cables.

    • jv9's avatar
      jv9
      Reel Rookie
      2 years ago

      Ok, so I've been running with a different HDMI cable for a couple of days and things are ok. I installed using the cable that came with the Roku device. I guess that is not an optimal and compatible cable.

  • RokuArjiemar's avatar
    RokuArjiemar
    Retired Moderator
    2 years ago

    Hi! jv9,

    A friendly welcome from the Roku Community! 

    We appreciate you reaching out to us. We're pleased to assist.

    We would be happy to look further into this issue, but we will need more detailed information.

    • Is the issue happening on all contents/channels, or is this isolated to 1 content/channel?
    • What troubleshooting steps have you taken so far to resolve the issue?
    • If possible, send a video and picture of the issue.

    Please keep us posted on what you find out; we will happily continue assisting you further. We look forward to hearing back from you.

    Thanks,

    Arjiemar