Channels & viewing

[kvanblaricome]

I keep getting kicked out of my shows and sent back to Roku home screen. At first I thought it was Crunchyroll having an issue so I switched to Hulu and I got sent to the home screen again. I'm only able to watch a couple of minutes of my show and then I'm sent back to the home screen. Is this a Roku issue or do I need to contact individual streaming networks?

[RokuJohnB]

Hi @kvanblaricome,

Thanks for posting in the Roku Community!

We understand that you're having a problem with your channel since it will send you back to the home screen. We're happy to help. Please follow these steps:

• Remove the channel: Highlight the channel tile on your home screen and press Star to open the Options menu. Select Remove channel and confirm.
• Restart your Roku device: Press home on your Roku remote, select settings, select system, and system restart.
• Re-install the channel: Scroll down to search, put the name of the channel or app, highlight the channel, and select add channel.

If the problem still persists, please check this link: How to resolve a channel playback issue

Please keep us posted.

Best regards,

John

[kvanblaricome]

I have done all of the steps listed and I am still having the same issue. I am only able to watch about 3 minutes of showtime and then I'm sent back to my tv home screen. Currently this issue is only happening with Crunchyroll but it also happened once with Hulu. I have a LG tv

[RokuArjiemar]

Hi! @kvanblaricome,

Thank you for reaching out to the Roku Community!

How are you powering your Roku device? Is it connected to your TV's USB port or directly to the wall outlet?

Please keep us posted on what you find out and will be more than happy to continue assisting you further. We look forward to hearing back from you.

Thanks,

Arjiemar

[kvanblaricome]

My roku device is connected to a surge protector. While the hdmi cord is plugged into a hdmi adapter that is connected to the TV. I also checked other channels and the issue is happening with all of them (Netflix, Hulu, HBO Max, Crunchyroll). I can only watch TV for about 3 minutes and then I am sent to the home screen.

[RokuArjiemar]

Hello! @kvanblaricome,

Thanks for the follow up regarding the issue you are experiencing.

We would be more than happy to look further into this issue but will need more detailed information. Can you please provide us with the following information:

• Roku device model, serial number, device ID, and 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 by 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, and provide us with this ID)
• Steps to reproduce the issue you are seeing

Once we have this information, we will be able to investigate further.

Thanks,

Arjiemar

[kvanblaricome]

•Device model 3930RW roku express

•Serial # X0040073D2M6

•Device ID S01330D3D2M6

•Software Version/Build

Version 12.0.0 Build 4184-AE

GC Version 9.4.20

•Happening to all channels

Netflix version 5.1/Build 105029018

Hulu version 6.71/Build 1

MAX version 54.1/Build 2

Crunchyroll version 5.0/Build 3560

Prime Video version 14.1/Build 2023060117

•Issue ID M6-254-675

•I have cleared the cache, uninstalled channels and reinstalled them, I have deactivated/signed out of applicable channels and resigned back in, check network connections, checked if roku device for updates and they were current, checked all channels for updates and they were current, I've restarted the roku device and I've unplugged the roku device for one minute 

[RokuArjiemar]

Hello! @kvanblaricome,

Thank you so much for the information.

What content are you watching when your Roku device crashes back to the Home screen? Are you watching Live TV content or video content? Can you provide specific titles/content and what channel you are using when you see this issue occur?

We look forward to hearing back from you.

Thanks,

Arjiemar

[kvanblaricome]

I watch streaming platforms such as Netflix, Hulu, Prime Video, MAX, and Crunchyroll. With all channels I watch television shows and movies. On Crunchyroll I was watching Bungo Stray Dogs and Vinland Saga; both are anime TV series. I tried watching the movie Clash of the Titans on Hulu, Hotel Transylvania 2 on Netflix, Suicide Squad on MAX, and RepoMen on Prime video. With all the channels I am only able to watch TV shows and movies for 3 minutes and then it sends me back to home.

[RokuJohnB]

Hi @kvanblaricome, 

Thanks for keeping us posted about the problems you're running into.

We apologize for the inconvenience. We have passed along your information to the appropriate Roku team to investigate further. Once more information is available, we will be sure to update this Community thread.

We appreciate your patience and understanding in the meantime.

Thanks,

John