Forum Discussion

ArcadePizza's avatar
ArcadePizza
Binge Watcher
3 years ago

[OS 12.0] Recent update broke Game Mode on Roku TV

It seems like a recent update has broken game mode, I have tried multiple HDMI cables and four different consoles including an Xbox One, PS3, PS4 and PS5, this issue is present with all of them. When...
RokuJohnB's avatar
RokuJohnB
Community Moderator
3 years ago

Hi LilAj24,

Thanks for posting in the Roku Community!

Please be aware that our appropriate Roku team is currently working on this issue in the game mode. In the meantime, can you please provide the following information so we can pass it along to the appropriate Roku team?

  • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
  • Tracker ID when this issue occurs (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)
  • Could you send us a video of your running issue?
  • Steps to reproduce the issue you are seeing

Once we have the information, we will make sure that we will update this community thread. We appreciate your patience and understanding.

Best regards,

John

Jasin_Deamn's avatar
Jasin_Deamn
Newbie
3 years ago

I'm having the exact same issue, we just got a 40' Hisense Roku tv and while I was playing my switch I quickly noticed an unbearable constant stutter happening with game mode on every 10 seconds or so. If you turn game mode off, it fixes said stutter, but then the input lag is so bad it makes games practically unplayable, and I want to put in advance that I don't see a point on giving the exact tv information like the ID and whatnot when clearly many people have been having this issue.

There's something wrong with the software, my old Roku didn't do this and nobody was having this issue until the recent update, so clearly theres something on your end that needs fixing. Please do remedy this situation asap, otherwise I'm going to have to move on from roku seeing as I can't even enjoy playing games on it anymore.

  • RokuJanadeeK's avatar
    RokuJanadeeK
    Retired Moderator
    3 years ago

    Thanks for sharing the experience you have with this concern. Jasin_Deamn.

    Please be informed that there's an ongoing investigation into this issue. Being said, please provide us with the following details:

    • Roku device or TV model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
    • Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).

    Once a few more pieces of information have been gathered, we will be able to pass them along to the appropriate support team to investigate further. We look forward to hearing back from you.

    Sincerely,
    Janadee

  • rockutv's avatar
    rockutv
    Channel Surfer
    3 years ago

    I have the exact same problem on a Hisense 40H4030F4.

     

    • RokuEuniceL's avatar
      RokuEuniceL
      Retired Moderator
      3 years ago

      Hi rockutv,

      Thanks for posting here in the Roku Community!

      Please be informed that this issue is being addressed in the game mode by our appropriate Roku team right now. Please supply the following details so that we can forward them to the appropriate Roku team.

      We would appreciate it if you could give us the details RokuJanadeeK previously requested.

      We'll be anticipating it. Thanks!

      Kind regards,

      Eunice

      • rockutv's avatar
        rockutv
        Channel Surfer
        3 years ago

        Hisense roku tv:

        Model (back of tv): 40H4030F4

        About info:

        Hisense model: 4Series-40

        Hardware ID: K201X

        Serial number: X02700U7JFJ7

        Software Version: 11.5.0 build 4846-G5

        Device ID: S0VAY347JFJ7

        Issue ID: J7-397-157