Forum Discussion

mechamaru1's avatar
mechamaru1
Newbie
2 years ago
Solved

TV keeps freezing and restarting

This has happened on Netflix, Hulu, YouTube, and Paramount; while watching, the audio will cut out while the picture continues. Then, the picture freezes as well, but the subtitles will continue. Then the subtitles will freeze, and shortly after the TV will restart. This will happen again but not usually immediately. Sometimes I can get through part of an episode, sometimes I can get through three episodes.

  • RokuCarly's avatar
    RokuCarly
    2 years ago

    A warm welcome here at the Roku Community, mechamaru1!

    We appreciate you reaching out to us regarding your playback issues with the apps you've mentioned. No worries; we're here to find you the best resolution possible. 

    May we first know what Roku streaming device or TV you are having this issue with? In addition, have you tried to check for system updates on your Roku streaming device or TV? You can manually check it by going into Settings > System > System updates > Check now. As well as the signal strength of your network connection? Settings > Network > Check Connection. It may be possible that your system is outdated or the signal strength of your network connection is poor. 

    Furthermore, try to unplug your device or TV for about 60 seconds and then replug it again to see if the issue will still occur. 

    The best course of action will be suggested once we have a better understanding of the situation. We'll be anticipating your response!

    Kind regards,
    Carly

50 Replies

  • saturn2's avatar
    saturn2
    Binge Watcher
    2 years ago

    I have an onn 24' inch I think, I got it back in September 2023, so not that long, it will randomly crash and restart and freeze, even tho the moment before it was working fine, and sometimes it doesn't even connect to Wi-Fi

  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    2 years ago

    A warm welcome here at the Roku Community, mechamaru1!

    We appreciate you reaching out to us regarding your playback issues with the apps you've mentioned. No worries; we're here to find you the best resolution possible. 

    May we first know what Roku streaming device or TV you are having this issue with? In addition, have you tried to check for system updates on your Roku streaming device or TV? You can manually check it by going into Settings > System > System updates > Check now. As well as the signal strength of your network connection? Settings > Network > Check Connection. It may be possible that your system is outdated or the signal strength of your network connection is poor. 

    Furthermore, try to unplug your device or TV for about 60 seconds and then replug it again to see if the issue will still occur. 

    The best course of action will be suggested once we have a better understanding of the situation. We'll be anticipating your response!

    Kind regards,
    Carly

    • Hartcolby's avatar
      Hartcolby
      Streaming Star
      2 years ago

      Every since I have gotten this TV updated I have had anything like that so what is going on I have don't a hard reset wiped it redid my email and password and still. My parents got one a few weeks ago and they are having the same problem with there tv locking up and having to unplug it and rebooting it. So not sure what is wrong is someone haven the same problem or a fix for it? 

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        2 years ago

        Hi, Hartcolby

        Thanks for keeping us updated on this issue.

        May we know if you've tried accessing these channels while connected to an alternative network, such as a mobile hotspot? Also, could you please provide your Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)? Further, what channel/s does this issue specifically occur, and what version/build is the channel/s? (This can be found by selecting the channel on the Home screen and pressing the * button).

        Please keep us posted, and we'll take a closer look at this issue.

        All the best,
        Kash

    • Mikkib's avatar
      Mikkib
      Reel Rookie
      2 years ago

      I checked all the above and I've done all the above rebooted updated restarted. It just keeps happening constantly I should not have to get a new stream bar they should last for many many years not as little as it is

      • RokuJanadeeK's avatar
        RokuJanadeeK
        Retired Moderator
        2 years ago

        Hi Mikkib,

        Thanks for reaching out to the Roku Community. We'd like to investigate and try to help.

        Have you tried hooking this Roku Streambar to a different TV? Does the same issue persist? Does the issue also happen with your other Roku devices?

        Please keep us informed so we can continue assisting.

        All the best,
        Janadee

    • RokuCarly's avatar
      RokuCarly
      Community Moderator
      2 years ago

      Welcome, and thank you for posting here in the Roku Community, denneycorey!

      Rest assured that we will provide you with an accurate resolution once we gather more information from you. 

      Kindly let us know on which Roku streaming device or TV (please specify) you are having this issue. In addition, kindly provide us with the current OS version of your device. Furthermore, kindly refer to the post above for further instructions.

      We'll be looking forward to your response.

      Kind regards,
      Carly

      • denneycorey's avatar
        denneycorey
        Reel Rookie
        2 years ago

        I have a TCL ROKU TV.  The model # is 65S405.  My software is up to date at 12.0.0 last updated on 5/19/23.  Please let me know if you need more information.

  • Hartcolby's avatar
    Hartcolby
    Streaming Star
    2 years ago

    I have a onn ROKU TV. The model # is 10012589  ##last updated on 11/11/23. Please let me know if you need more information. Sorry it took so long to give an update on my TV but I have done all your recommendations and it still does it more than I even care to say I am about to though it in the trash and go it a firestick TV and see what that's about it my have the same issue idk but can't be as bad.. thanks for your time 

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Hi, Hartcolby

      Thanks for posting, and welcome to the Roku Community.

      We're sorry to hear that you're experiencing this issue, and we'd be pleased to assist. May we know when did this issue first occurred? Also, does this occur while accessing any channel/s in particular? Also, what troubleshooting steps have you taken to resolve the issue?

      We hope to hear more from you.

      All the best,
      Kash

      • Hartcolby's avatar
        Hartcolby
        Streaming Star
        2 years ago

        I can't honestly tell you when this started it's been going on that long now and it's still going it's getting worse it seems by the day. And just to take note my mom and stepdad just got a new onn ROKU TV and it is doing the same thing mine is doing having to unplug and wait 30 seconds and plug it back in or longer. Or I have hard reset mine and there's that's not done anything to mine or there's. If you guys want my opinion I think there is a bug in your system either the hardware or something is overloading the TV's and freezing them up but that is just what I think the Roku team is ON it or says they are 🤔. I think it's time to go get a different TV and shoot this one about 100 times and call it a day! Because I don't know if they are going to fix it or not how long have you guys known of this issue? I'm sorry but ATM its been long enough and how many TV models do you guys now have to put this together? I have looked for an update but none as of yet. 

  • saturn2's avatar
    saturn2
    Binge Watcher
    2 years ago

    It seems common for roku tvs to have problems I recently got one back in September and it will randomly crash sometimes but they are ok, they just need more improvements 

  • Soccerdaddio's avatar
    Soccerdaddio
    Newbie
    2 years ago

    I have the same issue but I plugged a Roku stick into it and the stick works fine.  Very frustrating.  So that eliminates any issues except with the Roku app on the TV.  It is very frustrating.  I don't think I will buy another smart TV just because I can always plug a stick to any TV and not have to worry about TV issues and going obsolete.

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Hi, Soccerdaddio

      Thanks for posting, and welcome to the Roku Community.

      We appreciate you for sharing this information to us, and we'd be more than glad to assist. As a start, we'd like to know more about the issue. What behavior does the issue display? Also, what specific Roku device you are having issues with, and do you have a Roku TV? Further, what steps have you taken so far to resolve the issue?

      With more details the better we can assist.

      All the best,
      Kash

  • ClaraSGS's avatar
    ClaraSGS
    Newbie
    2 years ago

    Hello, my Roku TV keeps crashing and  exiting from apps while we’re using them. This problem started a year ago, and we tried everything to fix it (checking for updates, checking wifi connectivity, deleting apps, doing a factory reset), but nothing works. Again, this does not seem to be a connectivity issue. Roku TV glitches while we’re searching for or watching content (Netflix, Hulu, YouTube, Disney+, Paramount+…), goes dark, and exits to the home screen. No one seems to know how to fix this - please help! 

    • RokuCarly's avatar
      RokuCarly
      Community Moderator
      2 years ago

      A warm welcome here in the Roku Community, ClaraSGS!

      It is highly appreciated that you have brought this to our attention. We will coordinate this with the appropriate Roku team for further review and find you the best resolution possible.

      With this being said, kindly provide us with the following details below so they can review your device and correct this:

      • 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)

      Please note that those who have already provided these details to disregard this as we have already included this in the process. We'll be looking forward to your response as we are more than eager to help you get back on streaming. 

      Best regards,
      Carly

      • urban_crawler's avatar
        urban_crawler
        Streaming Star
        2 years ago

        RokuCarly 

         

        • 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)

        This isn't user friendly!  This is not Nintendo.  You guys need to make submitting information back to support a lot easier!  I provide tech support for people.  I guarantee, you're missing out on a a lot of issues because of this.

  • Timdegrasse's avatar
    Timdegrasse
    Newbie
    2 years ago

    Hi,

    Same thing is happening to my TV.  I’ve tried all the suggestions many times and it doesn’t get better.  Is it possible that the system processor is just overloaded by the streaming content? If so - are you guys trying to come up with a software patch for us?  Seems like a pretty widespread issue.

    Thanks,

    Tim

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Hi, Timdegrasse

      Thanks for posting, and welcome to the Roku Community.

      We acknowledge the issue you've encountered, and we're sorry to hear about the trouble. Seeing that you're experiencing an issue that affects your streaming, we'd like to collect more details about the issue so a workaround or resolution can be taken into action.

      • What specific Roku device are you having an issue with?
      • Is this happening with a specific channel, or happen throughout the Roku platform like navigating in the Home Screen?
      • What steps have you taken as an attempt to resolve the issue?

      With the questions we've provided, an answer to each with specific details would be helpful for us to understand the issue better.

      We look forward to hearing back from you.

      All the best,
      Kash