Forum Discussion

DosMinutos's avatar
DosMinutos
Newbie
2 years ago

Streambar Freezes & Crashes

This is the second streambar in less than a week with the same issue. This one is better as it has only frozen/crashes once in the last 36 hours but it is really annoying. I have been thru all the troubleshooting recommendations from your tech support on the first one and eventually replaced that unit and got a new one.

and yet this unit just did the streambar two-step: freeze then crash. no particular channel. i find that the unit is also slow to respond to the remote. 

i have tried hard resets & triple checked the cables - the hdmi & optical cable - and was confident until this last freeze/crash on the new unit.

from the forums i see that this problem has been an issue since the launch of the streambar— has anyone found a fix or do i have to return this and give up on roku altogether?

15 Replies

  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    Hi DosMinutos,

    Thanks for making your first post here in the Roku Community!

    We have flagged our team about this and reviewed your account. Our Support team has been taking care of this, and we would recommend to continue working with them.

    Or get back here and let us know how things turn our, and we'll take it from there.

    Thanks,

    Rey

    • skiramoenchen's avatar
      skiramoenchen
      Channel Surfer
      2 years ago

      Hello, I have the same issues.  Could I please get help too?  I am a big fan of Roku but the streambar is, sadly, not great...I bought it specifically to have a great surround sound. 

      Thank you for your help!

      • jwersan's avatar
        jwersan
        Reel Rookie
        2 years ago

        This happens to some extent on all the devices. It seems the "CPU" gets overloaded, the device hangs, then crashes and reboots.

        It seems more prevalent with the Streambar though. Just last night it took a hard crash, and no attempts to get it to respond to the remote worked, with me having to unplug it to get it to respond.

        It seems to happen a lot with YouTube, but it does happen with just about any streaming I do on the Streambar. The recent software update appears to have increased the crashing...

        I suspect that it is overheating, thus the lockups and crashing. Maybe a heatsink, a larger heatsink modification or the addition of a cooling fan would decrease these issues.

  • DandelionMan's avatar
    DandelionMan
    Newbie
    7 months ago

    I have the same issue. Model:9101R2

    Serial Number: YLOOH6348315

    Software Version: 14.0

    System freezes (I get the spinning arrow icon), then eventually the system reboots, and it works again for a day or two. Then it happens all over again. 

     

    • RokuJharra-Q's avatar
      RokuJharra-Q
      Retired Moderator
      7 months ago

      Thank you for participating in the Roku Community, DandelionMan!

      We appreciate the valuable details you've shared regarding the audio issue with your Roku Streambar. To better assist you, could you clarify whether this issue is occurring on a specific channel or across all channels? 

      When troubleshooting other audio playback issues such as clicks, pops, audio drops, intermittent stops/starts, or synchronization issues; you should first determine if the behavior only happens when playing a particular movie, TV show, or other piece of content.

      1. Stop playback of the title that you are watching when the audio issue is heard.
      2. Try playing a different title from the same streaming channel (e.g., Pandora, The Roku Channel, Hulu) or external device (e.g., cable set-top box, Blu-ray player, game console).

      If the behavior does not continue when playing the second title, the audio issue is specific to the original title. Contact the service provider to report the problem, or try replacing the media content (e.g., DVD, Blu-ray disc, video game disc). If the audio issue is present when playing both titles, continue to the next steps:

      1. Press Home on your Roku remote
      2. Launch a streaming channel. If you were watching a streaming channel when you heard the audio issue, be sure to launch a different channel
      3. Try playing any title

      If you no longer hear the audio issue, the behavior is specific to the original streaming channel or external device. You may need to remove the streaming channel and add it back to your TV, or reconfigure or replace the external device.

      If you hear the audio issue when playing content from more than one streaming channel or from a streaming channel and an external device, use the steps below to test that the behavior is isolated to your Roku soundbar.

      1. To turn your Roku soundbar off, unplug the power cable. You can also go to Settings > Audio > Soundbar to temporarily disable your soundbar.
      2. Open the streaming channel you used for testing in step 4 above and try playing the same title from step 5. You should now only hear audio from the built-in speakers on your TV.

      If you continue to hear the audio issue, try powering off your TV and test again after it powers back on. If the audio issue only occurs when sound is coming from your Roku streambar, please let us know.

      Hope this helps!

      Thanks,
      Jharra