Forum Discussion

twchristian's avatar
twchristian
Channel Surfer
2 years ago
Solved

Roku Ultra 4802X Slow [Non-]Loading

We have a Roku Ultra model 4802X that has recently fallen prey to the slow app loading malady that so many others have experienced. Actually, slow doesn't quite capture it: the Roku device hangs forever showing that the app is "loading"; it just never finishes, at least in the length of time that we've been willing to wait.

SW Version: 125.5.5, Build 4174C2

Device ID: 50DA227LHP2M

So far, disconnecting power and restarting the Roku device seems to fix the problem temporarily. After restarting the device, the selected app loads quickly. Problem solved. So far. Is there any hope for a permanent fix?

 

tv & player features
  • twchristian's avatar
    twchristian
    2 years ago

    SOLUTION, PROBABLY:

    I spent about an hour on the phone today with SiriusXM Tech Support. It was one of the best tech support experiences that I've had. The technician assumed an intelligent customer and did not simply follow a trouble-shooting script, nor did he ask me to repeat steps that had already been attempted. When I described the problem, he already seemed to have a pretty good idea what the solution was.

    It was a SiriusXM authentication problem, possibly a conflict between multiple streaming devices. Just logging in each time using the same user ID and password didn't work. What we had to do was remove and then re-install the SiriusXM app, and then re-authenticate via the SiriusXM web site using the authentication code provided when the app re-started. That worked. All of our personal information came back (e.g., favorite channels), and we're now able to move between Roku channels without having to login to SiriusXM each time we return.

    I've used the word "possibly" because I can't recall any other streaming use of SiriusXM in the time frame where we experienced the problem. Not saying it didn't happen, but I don't recall it. Regardless of the cause, it was clearly an authentication problem and my hypothesis about hanging while attempting to authenticate use of the SiriusXM app was probably close to the truth. This is also someone's software problem because it should have timed out with a "failure to authenticate" error message. That would have been much more enlightening and would have immediately suggested possible solutions.

17 Replies

  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    2 years ago

    We're grateful to have you here in the Roku Community, twchristian!

    Thank you for raising your concern here with us and we'd be more than happy to find you the best resolution regarding the playback issues you've been experiencing on your Roku Ultra. 

    Before we proceed, may we know on which specific apps this usually happens? If so, please specify so we can offer some troubleshooting methods.

    We can also suggest trying to check for software updates on your Roku Ultra by navigating to your Home screen. Scroll and select Settings > System > Software update > Check Now. If there is an available update, please do so and let us see if this will make any difference.

    Please let us know how it goes and we'll continue assisting you from there. 

    Best regards,
    Carly

    • twchristian's avatar
      twchristian
      Channel Surfer
      2 years ago

      Carly,

      Thank you for your response.

      My Roku Ultra last checked for updates on 1/25/2024 (yesterday). It last performed an update on 1/11/2024. I checked manually for updates today; all software was reported to be up-to-date.

      We have seen loading failures most frequently -- possibly exclusively, but I'm not certain about that -- with the SiriusXM app.

      Over to you!

      • RokuJanadeeK's avatar
        RokuJanadeeK
        Retired Moderator
        2 years ago

        Thanks for the response, twchristian.

        We're happy to continue assisting.

        When accessing these channels, are you experiencing a kickback to your home screen? How about an error message? Could you try the following steps to resolve the issue?

        • Remove the channel >> Restart the device >> Add channel.
        • Restart router
        • Connect your device to a mobile hotspot just to check for differences in the streaming experience.

        Additionally, you can reach out to the channel provider just to inquire if there's an ongoing issue with the abovementioned channels.

        Please let us know what you find out.

        Regards,
        Janadee

  • jontalk's avatar
    jontalk
    Roku Guru
    2 years ago

    twchristianOut of curiosity, can I assume you're on WiFi since you haven't stated the connection type? And if so, have you tried using a network review app like WiFi Analyzer for Android or something similar if you have an iPhone? Band congestion can cause throughput issues if there are lots nearby neighbors using the same channel, so switching to one that's lest congested might help 🙂

    • twchristian's avatar
      twchristian
      Channel Surfer
      2 years ago

      Jonathan,

      My connection type was mentioned... Oh, back about a thousand characters or so.  😉

      My Roku Ultra is hardwired to our internal Gigabit Ethernet. We have fiber to our neighborhood, with copper for about the last 200 meters. Performance has never been an issue. When SiriusXM decides to load, it's almost instantaneous; it's just that it doesn't always decide to load.

      As promised in a previous post, I did contact SiriusXM support. After getting past their chatbot, a human suggested all the things that were previously suggested here. I was told to contact their tech support via telephone during the week. 

      I didn't start seeing error messages from SiriusXM until I removed and re-installed the app. Now, I have to login every time I start it, and my favorites and library won't load. It's looking increasingly likely that the problem is on their end. I'm still waiting to find out whose server is used to load the app, but I know where my money would be.

      • renojim's avatar
        renojim
        Community Streaming Expert
        2 years ago

        twchristian, it depends on what you mean by "whose server is used to load the app".  The code for all apps is hosted on Roku's servers, but once it's downloaded to your device it stays there (unless it's removed to make room for another app) and Roku is pretty much out of the picture.  Once you launch the app, it's all Sirius except possibly for communication with the Channel Store for things like subscription/purchase status if they used "Roku Pay".

  • PacmanPilot's avatar
    PacmanPilot
    Newbie
    5 months ago

    I've had Roku for nearly 15 years.  My last devise was bought in 2022 and I even had to replace the remote (hate using the phone app as phone isn't near me when watching TV). And it isn't an old-person thing as my 26 year old daughter hates mobile remote apps too. 😛

    But my devise had been getting slower and slower over the past 6-8 months again. I have 1G Internet connection, wired, and we've restarted, reset, and moved devise from behind TV for better point-to-point signal. All that but the devise is just plain slow and buggy.

    What I'm also not liking is the lack of available apps, which is likely due to licensing issues.

    I had a good run with Roku but time to try Google TV.  The £99 is worth it to me.

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      5 months ago

      Glad to see you here in the Roku Community, PacmanPilot!

      We understand how inconvenient this may have been to you. We'd love to be able to assist. 

      Could you tell us more about...

      • Is this happening on all channels or only on a specific channel?
      • When did you start noticing this issue?
      • Have you tried using a Wireless connection as a mode of connectivity on your Roku Ultra?
      • Have you received software updates recently before this happened? If so, can you please provide the latest software version of your Roku Ultra? This can be found in Settings > System > About. 

      Please keep in touch!

      Best,
      The Roku Community Team

      • Upder1's avatar
        Upder1
        Reel Rookie
        4 months ago

        Ill second pacmans response. Its not just one app. Its basically any app that isnt one of the last two apps used.  Similar issue with the parents Roku tvs (I have three Roku tvs and is happening on all three). 

        Checked and tv is up to date. Occasionally restarting or uninstalling helps, but only fixes until its not one of the last two apps (not consistent with the last two, but approximately).

        Apps will load, but can take anywhere from 30sec to two minutes.