Channel Issues & Questions

[Slawrence93]

My Roku continuously crashes. We moved it into another room and ever since I can only watch something for 3 minutes. I’ve restarted, reset, removed and added channels back and nothing. 

model:3930rw

software version:9.4 build 4200-ae 

[RokuMary-F]

Thanks for reaching out, @Slawrence93.

How are you powering the device? Is it plugged into the TV USB port, or is it plugged into the wall outlet with the provided cables? We recommend trying to connect to a power outlet in the wall using the USB power adapter that came with the Roku.

Please keep us posted and we'll continue assisting from there if needed.

Thanks,

Mary

[Slawrence93]

Yes it is plugged into the wall. I just ordered a new power supply cord from Roku and started using it and to no avail the problem persists 

[RokuDanny-R]

@Slawrence93

Thanks for the update.

If you are unable to resolve the issue, can you please provide us the following information:
-Roku device model
-serial number
-device ID
-software OS/version
(these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be 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)
-steps to reproduce the issue you are seeing

Once we have this information we will be able to pass it along to the appropriate team to investigate further.

Thanks,
Danny