Channels & viewing

[RobK8]

3820X 

11.5.0 build 4216-CU

X01700HNVHU2

Every time we go to watch anything on Prime TV, about a minute or so into the program the stick will either reset or briefly display a connectivity issue claiming no network is set up. I've done the usual resets, remove/reinstall app, etc. 

No other apps have issues. Wi-Fi signal is good. This seems to have started after 11.5.0 was applied on 10/11. 

[RokuDanny-R]

@RobK8

Thanks for the post.

We would be more than happy to investigate this issue further for you. Can you please provide us 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 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 and provide us with this ID)
-steps to reproduce the issue you are seeing 
-screenshots of what you are seeing on screen when the issue occurs
-how are you powering the Roku device

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

Thanks,
Danny

[RobK8]

@RokuDanny-R 

Model, serial number and build are in my original post. Device ID is: S08Y423NVHU2

Problem only occurs with Prime Video that I've noticed- V 14.0, build 2022072121

Issue ID U2-412-875

It's powered with the provided power supply and cord.

[RobK8]

@RokuDanny-R 

Here's a cap of the error that occasionally comes up when it doesn't restart.

[RokuDanny-R]

@RobK8

Thanks for the follow up and providing us with the information we have requested.

I have passed along your information and concerns to the appropriate Roku team to investigate further.

Thanks,
Danny

[RobK8]

Any updates with this issue? It's still a problem...

[RokuKariza-D]

@RobK8

We do apologize for the inconvenience this has caused you.

Please be advised that our team is still investigating this issue. Once we have an update, we'll post it in this thread immediately.

Your patience and understanding are greatly appreciated.

All the best,
Kariza