Channels & viewing

[Logan332]

Hi, I have a Roku Express model 3930CA, and for the past two months, I've been experiencing a problem. When I change channels quickly, I lose the screen, or rather, the screen goes black, but I can still hear the sound. To get the picture, I have to go back to the home screen and reselect Live TV.

I saw a post about this, and the solution is to go to Settings and restart the system. I tried this solution, but it didn't change anything.

Is this problem normal, and should I upgrade my Roku system to a new one?

[RokuEmmanuel-D]

Hi there, @Logan332.

Thanks for reaching out!

Looks like the Live TV channels are having playback issues, and we're here to take a closer look.

Have you tried connecting to a different internet and see if there are any changes? A mobile hotspot would do!

Let us know if that works or if you need more help!

Roku Community Team

[Logan332]

Hi Emmanual-D. I restarted the whole system and I cut and bring back my internet connection.The only solution I have for now it's to go slowly when I change channel.I don't know what going on.

I purchased a Roku unit for my father last year and his unit became hot maybe a few day after he install Roku.I returned it from the seller who sold my the item and get a new one.For me is to late to return the thing,the consumer warranty are has expired.

[RokuEmmanuel-D]

Thanks for replying, @Logan332!

Did you happen to observe any recent updates before this happened? (Check under Settings > System > About). Lastly, are all other apps also experiencing the same behavior?

Tell us more!

Roku Community Team

[Logan332]

I did not notice update with my device before this.When I watch movie from Tubi or other movie app everything is ok.

We have two Roku at home and mine is the one making this trouble.The other one work good,so it's not the internet connection.

[RokuEmmanuel-D]

@Logan332 Thanks for the additional info.

Can you please look into when was the last update of the device checked and the latest software version? (Settings > System > About).

We're looking forward to hearing from you!

Roku Community Team

[Logan332]

Hi Emmanual.I just check,it's software version 14.1.

[Logan332]

Hi Emmanuel.I just check and it's software version 14.1.

[Logan332]

Can you tell me how we do to put a video in a reply? I record on my cell phone what happen when that stock. Maybe it could be easier for you to see by yourself.

[RokuEmmanuel-D]

@Logan332, thanks for checking on that!

You can upload a video to YouTube or Google Drive and share the link here so we can take a look at the exact issue you’re having.

Thanks again for cooperating!

Roku Community Team