Forum Discussion

pseudoswede's avatar
pseudoswede
Reel Rookie
2 years ago
Solved

Roku Ultra 4k reboots randomly

I have a 4670RW with the January 2024 software update (12.5.5). It is connected to a TCL TV with built-in Roku, but I don't use that functionality. I use the Roku Ultra remote to turn the TV on, an...
tv & player wifi
  • pseudoswede's avatar
    pseudoswede
    2 years ago

    As I stated, my Roku device no longer randomly reboots. I have no idea what/why/how happened, and I merely found it a strange coincidence that it stopped randomly rebooting after I updated the TV's Roku firmware.

RokuEuniceL's avatar
RokuEuniceL
Retired Moderator
2 years ago

Hi pseudoswede,

Greetings from the Roku Community!

We appreciate you letting us know about your problem streaming on your Roku device. We will work with you to know what went wrong so we can assist you further and fix the issue. We recommend performing the below steps to see if they can resolve the issue:

  1. Power-cycle your Roku player: unplug it from the wall power outlet and plug it back in.
  2. Unplug and replug to a different HDMI port.
  3. Check for updates. (Settings > System > Software Update > Check Now)
  4. Restart your Roku player. Settings > System > Power (if you do not see a Power submenu, skip to the next step) > System Restart.
  5. Restart your network router to refresh connection.

Let us know how it goes, and we'll be glad to further assist you.

Kind regards,                                                                                                                                      Eunice

  • pseudoswede's avatar
    pseudoswede
    Reel Rookie
    2 years ago

    Hi Eunice,

    I have done all of those steps previously, and it's still an issue.

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Thanks for keeping us posted, pseudoswede

      We understand the issues you've faced with your Roku Ultra's restart crash, and we'd like to gather more information so it can be forwarded to the appropriate Roku team for further investigation. Kindly provide the following details below:

      • Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
      • What channel and what version/build is the channel that is having the issue? (This can be found by selecting the channel on the Home screen and pressing the * button).
      • 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).
      • A photo or video clip referring to the issue,

      Once we have this information, we will be able to investigate further.

      We look forward to hearing back your response.

      Best wishes,
      Kash

      • pseudoswede's avatar
        pseudoswede
        Reel Rookie
        2 years ago

        Sorry for the delay in responding.

        I'm not sure if updating my TCL RokuTV to the latest firmware helped, which I did after I posted, but I have not experienced the issue since then.