Live TV Pause Bug on Roku Select Series TV
I’ve just done a complete factory reset and that (hopefully) seems to have solved the issue. Fingers crossed it stays that way!
Forum Discussion
I have a 55" Roku Select Series TV (Model 55R4A5R) that has a bug with the Live TV Pause Function for over-the-air antenna TV. With a USB stick installed and configured for this function, the video stutters, the audio looses sync, and/or the buffer gets cleared as it stores data on the USB stick. This issue has not been fixed for over a year as demonstrated by numerous posts on this web site.
I have tried several things to address this issue, including resetting the TV, using four different USB sticks, using different antennas, disconnecting everything from the TV except for the power cord and antenna, and disabling all picture processing and/or advanced networking features. Nothing has worked so far. I have tested this function on an older TCL 4 Series Roku TV with the exact same Roku Software (version 14.1.4 build 7709), and it does not exhibit this problem. The older TV always maxes out the full 90 minutes of buffering time, even with a weak antenna signal. The new TV has never gone more than 45 minutes without a glitch that clears the buffer, and usually fails within five or ten minutes even with a strong antenna signal. I even tried formatting several USB sticks with the older TV, and then used them on the new TV with no success.
I have worked with Roku support on this issue using a chat session (Ticket ID for Reference: 11592770). They could not provide a solution, and are escalating the case to the concerned department. Their Backend team will check and provide an update through email in 2 business days. Unfortunately, several other users on this site have gone through the same process over the past year, and have not met with any type of successful resolution.
Hey StreamerP,
Thank you for posting here in the Roku Community!
We appreciate the troubleshooting steps you have taken so far. Our team is currently investigating this problem.
Your extended understanding and patience are much valued.
Thanks,
The Roku Community Team
After waiting three business days for an email response that never came, I called Roku Technical Support. A representative reviewed the issue, and then put me on hold so that I could speak with a supervisor. I waited 30 minutes on the phone and they never returned to the call.
I called their technical support a second time, and the exact same thing happened. Only this time, I asked how long it would take to speak to the supervisor. I was told 2 minutes. The line went unanswered for 20 minutes before I hung up.
I actually contacted tech support a third and fourth time via simultaneous, but separate chat and phone sessions. Both contacts took about an hour to complete, with most of the time spent on hold while waiting to speak to a specialist. In both cases, I was told that the issue will need further investigation, and that the resolution could involve a software update. However, they could not provide any type of timeline on when the issue would be addressed.
This is the same issue for me. When I pause live tv, then press play again, it skips forward and then the images and voices don’t sync! I can only remedy this by changing channels then going back to the channel I was watching.
I’ve tried your suggestions listed previously and still have the same issue. Reading through the posts here, I can see I’m not the only one experiencing this problem. Can you please advise what you’re doing to help us?Hi, JoanneWill
Welcome!
Thanks for sharing with us the issue you've experienced with the Live TV. We are aware of the issue, and our team is currently investigating this matter.
To assist us with the investigation, share us with the information below:
- Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
- Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
- Error message prompt.
We hope for your response.
Thanks,
Roku Community Team.Model
40RS520KSerial numberX011006WD2TADevice IDS09JP00WD2TAI’m sorry I don’t see the OS version so I’ve taken a screenshot of the relevant page in settings. Also included a screenshot of the tracker ID as requestedThanksJoanne
JoanneWill , what brand of TV do you have?
As you probably already know, there are two issues being tracked in this thread. annakarenina, kwwells51, Fred-50, and JeffyMcjeff share your issues. Pausing and unpausing live TV takes you to the live broadcast with the audio out of sync. This occurs on JVC, Sharp, or possibly other third-party TV manufacturer.
MyRTV23 , djtlcampbell, Trustworthy and myself have a different issue. The play/pause/rewind/fast forward all work, but the picture and audio intermittently stutter about every 10 minutes causing the audio to go out of sync and/or the pause buffer to be cleared. This occurs on Roku branded Select Series and Plus Series TVs.
Looks like ROKU can't be bothered anymore as problem is too difficult for them. This is in stark contrast to other software providers I have had dealings with who actually know how their product is supposed to work and how to de-bug it. Fortunately, my set top box is working perfectly.
