Forum Discussion

wll's avatar
wll
Newbie
6 years ago

Roku Soundbar freezing screen, other issues - unable to reach support

Roku soundbar purchased in late November.  After using successfully for about two weeks, I started having several different issues with the soundbar - which I am also using to stream in addition to sound.  The soundbar will often distort the screen and there is nothing to do but unplug for many hours and then try again.  I also perform a system restart daily to try to avoid but it only works for a day or two.  In addition, it will freeze the screen a lot during watching.  When I switch to my Roku TV to stream I do not have this freezing issue.  My wifi performs well, it isn't the issue.  I've tried many different HDMI cables so that isn't the issue either.

I also had the roku wireless speakers but they drop the connection so much I've decided to scrap them.

I have tried to contact support directly but the submission form doesn't actually allow submission.

Anyone else had any success with the soundbar while also using it to stream?

Audio
Audio Support
Playback issue
Roku Smart Soundbar
Support
Video
  • RokuDanny-R's avatar
    RokuDanny-R
    Retired Moderator
    6 years ago

    wll 

    Thanks for the note.

    Please send me a PM with your Roku account email address, and include the serial number of the Roku device from Settings>System>About. I'll be able to assist you further from there.


    Thanks,
    Danny

    • Balu88's avatar
      Balu88
      Newbie
      5 years ago

      We are having the same problem with the roku soundbar blast

    • RokuDanny-R's avatar
      RokuDanny-R
      Retired Moderator
      5 years ago

      Hieglbug Balu88 

      Thanks for the posts.

      If you are unable to resolve the issue you are experiencing, please send me a PM (private message) with your Roku account email address, and include the serial number of the Roku device from Settings>System>About along with a summary of the issue you are experiencing. I'll be able to assist you further from there.

       

      Thanks,
      Danny

      • PDudley's avatar
        PDudley
        Reel Rookie
        5 years ago

        I’m about to take mine back to Best Buy for the exact same reason. Worked flawlessly the first several weeks and now it’s junk. Constantly freezing and I consistently get over 400 Mbps on internet so it’s not a speed issue. I can stream from my iPhone to my smart TV and have zero issues but I am not happy.

  • karenlkirby's avatar
    karenlkirby
    Reel Rookie
    4 years ago

    I have this issue as well. It's just a great big freezing machine. Terrible product.

    • RokuKariza-D's avatar
      RokuKariza-D
      Retired Moderator
      4 years ago

      Hi karenlkirby

      Thanks for bringing this to our attention.

      Could you tell us more about the issue you're experiencing? Please also reply here with the serial number of the affected Roku device. It can be found in Settings > System > About. 

      With more information, we can assist you further.


      All the best,
      Kariza

  • givemeglenn's avatar
    givemeglenn
    Reel Rookie
    3 years ago

    I am having this same issue with my Soundbar - some channels freezing and audio losing sync with video (not happening with my other Roku devices). When a show freezes, or loses sync, I can change a channel to clear the problem, but it typically doesn’t last long, and it isn’t on all channels. I have done everything except a factory reboot trying to fix this issue…

    My Serial Number is YL006X738313; software version 11.5.0; build 4312-95; Device ID 2A1176738313.