Help & troubleshooting for channels on your Roku device, including adding/removing channels, logging in to, authenticating, or activating a channel, channel-specific playback issues, assistance contacting channel publishers to report issues, and adjusting channel-specific settings.
Recently purchased a Roku Express (3930, 3931 series) . the device regardless of channel will not return form commercial. It leaves the last frame of the commercial up and begins audio from the content. I have uninstalled multiple channels and reinstalled them as well as rebooting the device. Checked for updates as well and it is on 9.3.0 build 4170-AE. The only workaround I have found is to let the video continue for 15 second and then hit the quick rewind button. It seems that Roku will not allow for a support ticket for this... the device is causing enough frustration that I am about to throw out all my Roku devices due to lack of support.
When removing a channel, make sure that you restart the device before adding the channel back again.
If you are still experiencing this issue, please provide us with the following information: -Roku model number -serial number -device ID -software OS vers/build (these can all be found in Settings > System > About) -specific channel and the version of the channel that you are experiencing this issue (this can be found by selecting the channel on the Home screen and pressing the * button) -generate a tracker ID when this issue occurs (when the issue occurs, press the Home button 5 times, followed by the Back button 5 times.
I have yet to hear back from them since sending them my last not so happy message. I have been emailing them and letting them know about the issues we are all having .... have sent them videos and pictures but no response for several days now. I told them we needed to hear back from someone ASAP and not the copied or robotic message that we discovered they were sending to whoever wrote in. I am so disgusted and more than likely will not be purchasing any Roku products again. The support from them (or lack of) is completely unacceptable.
Sorry Danny I had this all typed up but apparently when I exited the post to grab and add the tracking ID the rest deleted. Here is the complete information.
-Roku model number 3930 - Roku Express -serial number X00400MG8XRP -device ID S008205G8XRP -software OS vers/build 9.3.0 build 4170-AE -specific channel and the version of the channel that you are experiencing this issue
Danny...... none of your troubleshooting steps work. I have sent in videos and pictures and have not heard back from any of you for several days and since myself along with some other very unhappy customers discovered you were all sending the same exact message to everyone and saying there was an update then there wasn’t. I also sent in the information above and of course..... no response. It is ridiculous and completely unacceptable how Roku is handling this and the lack of customer support is maddening. We can’t even call in and talk to anyone. That too is unacceptable.