Forum Discussion

Brian_'s avatar
Brian_
Reel Rookie
2 years ago

Youtube and Apple TV+ apps crash Roku Select TV

Brand new TV, just arrived and unboxed hours ago: 

Model: 43R4A5R

Hardware: G845X

Serial #: X0120009RXNH (S0NR4399RXNH)

Software Ver: 12.5.0 build 4177-ET

GC version: 10.4.37

 

I can open Youtube app, browse the items on the front page, select one and go through the ads and then 3 seconds into playing the video the TV resets itself back to the ROKU initial loading icon (and LED bottom center of the screen comes on before that).  Basically, it acts exactly like when you cycle the system either through software restart or via power interrupt.

Youtube app Version 2.22 build 10005100

 

This issue does not occur on any of the 3 other Roku products I have available and doesn't leave me feeling very good about this TV purchase. 

 

 

EDIT:

Just did the 5x home, 5x back for issue report:

Says to use issue ID NH-498-086 to report this issue

 

4 Replies

  • Brian_'s avatar
    Brian_
    Reel Rookie
    2 years ago

     

    Just getting a chance to test the TV more, and the TV reboot happens with Apple TV+ also.  Different time to crash, as in it's more than 3 seconds, but it's less than 5 minutes. This was on a show in 4k/HDR10

     

    Issue Report Tracker for this is ID NH-499-292

     

    It'd sure be nice to get a response from Roku on this...

     

     

    Just caused it to happen on Hulu also.  Played HD content just fine (Into The Woods movie) for several minutes.  Found a 4k movie and it crashed almost instantly, the HDR10 icon barely had time to pop up onto the screen before the TV reset. 

     

    Issue Tracker ID NM-499-310

    • RokuCarly's avatar
      RokuCarly
      Community Moderator
      2 years ago

      We're grateful to have you here in the Roku Community, Brian_.

      Firstly, we wanted to congratulate you on your new Roku Select Series TV. We'd be more than happy to find you the best resolution possible.

      Does this only happen to YouTube and Apple TV apps? If not, kindly specify which apps are affected. We would also recommend trying to connect your Roku TV to a different network connection to see if this will help resolve the issue you have been experiencing. Perhaps a mobile hotspot would do.

      Please keep us posted on how it goes and we'll continue assisting you from there. We'll be anticipating your response!

      Best regards,
      Carly 

      • Brian_'s avatar
        Brian_
        Reel Rookie
        2 years ago

        As near as I could identify, it happened with every app, anytime 4k/HDR content was displayed.

        Thankfully, I found the Very hidden/obscured phone number for Roku support, and their suggestion after power cycling, checking for updates and factory resetting...  was to return and replace the TV.  As much of a PITA as that is (4 hours of my life I'll never get back), I did it today and the replacement TV demonstrates none of the faults/flaws. 

        I know things break, just wish Roku didn't appear to go out of their way to hide their support (had to find the link to the phone number in another discussion thread, one that was locked).