Forum Discussion

andy_d's avatar
andy_d
Channel Surfer
8 months ago

14.1 xx update. 14.1.4 7709 Jan 25. Has virtually made Roku Streaming Stick 4k 3810EU unusable

Hi there.  In UK.  3810EU purchased end of 2018.

It seems an update in early Jan 25 has made it virtually unusable. Extremely slow interface.

On one streaming app, the sound does not work unless the resolution is reduced from 4k on their 4k streams. Audio stuttered and runs at half speed sometimes.  Occasional pauses / stutters in picture. But Audio is horrendous.  Lowering picture resolution solves it but far from ideal if you have 4k content you want to watch.  Still seems very laggy on interface as well.

It is definitely not the wifi as tried our 3820 and it is fine in the same tv....connection bandwidth showing 73Mbs

Tried support, they said legacy so that's the problem - replace unit is the fix. But to me, it seems this release maybe very poorly planned or written. Why push it to a device that won't run on... Would've been better to not update the 3810 units.  

Edit: I also asked Roku, if I was to purchase a new unit, how long could I rely on the product not being termed legacy, i.e. support maintained for what period, but they wouldn't clarify at all.

Anyone else experiencing this or even better have a fix or workaround other than reducing resolution? The processor in the 3810 is only 1 gen behind the 3820 isn't it and isn't 3820 still current?

app playback

8 Replies

    • makaiguy's avatar
      makaiguy
      Community Streaming Expert
      8 months ago

      3810 is not classified as Legacy.   Legacy models are no longer supported and receive no further updates.   This occurs when the model in question is incapable of running the Roku operating system version currently being released.  Whoever told you the 3810 is considered a Legacy model was incorrect.

      See https://developer.roku.com/docs/specs/hardware.md

      Have you restarted your 3810?   Settings / System / Power (if present on your system, otherwise skip) / System restart.

      • andy_d's avatar
        andy_d
        Channel Surfer
        8 months ago

        Deleted - as answered in makaiguy  post.

        I was told time and time again in my Roku support chat.  A brief snippet here. They said there is no fix available because it is legacy.  I couldn't find any of the product table classifications yesterday - the links weren't working. Strange.....

        The other slight anomaly is I bought the version of roku 4k stick in last quarter of 2018 and I don't think it was called streaming stick+ just 4k stick I think!!!

         

        Name removed to Initial...........

        S....
        2:54 pm
        Thanks for the confirmation, the issue is with the device itself Andrew, the device is a legacy one and you need to upgrade it.
         
        S....
        2:54 pm
        We can try one simple step and check but I think you've already tried the device reset right?
         
        A....
        2:55 pm
        It's only about 4 years old? And it is running the same firmware and software version as the other newer one?
         
        S.....
        2:56 pm
        I can understand but the device was purchased on 2018. We can try to reset the device but the issue was not able to fix, you need to upgrade the device.
         
        A.......
        2:57 pm
        But what is exactly the issue and why does it not have a problem with Amazon Prime UHD for example, only Now TV uhd?
         
        A.......
        2:58 pm
        I've already done a factory reset. It made no difference. Also, this problem only started a few weeks ago? What has changed in the last few weeks?
         
        S.....
        2:59 pm
        It may be the software and the device not able to work with the new software if it is old means.
         
        Automated message
        3:01 pm
        It looks like you've been idle for more than three minutes. Just a heads-up that a long delay in response time may cause a disconnection. If there is no response in the next seven minutes, this session will end. Thanks for your understanding.
         
        A.......
        3:01 pm
        why not make it so that it retains the older software version then. That's what they do on legacy mobile phoones and the like. What about my other 4k+ stick is that legacy too?
         
        S......
        3:02 pm
        The other device is not legacy Andrew, also there is no option to downgrade the software.

        (nb this was in response to my second roku device a 3820eu)