Channels & viewing

[Nicolef23]

Mine is doing the same thing! Between Netflix and my spectrum app on Roku, it will freeze but audio still plays. I did a factory  reset as well and that didn’t help either. Glad it’s not just me, I thought it was my TV but seems like it’s the Roku device/app. I hope they find a fix! 

[Jesss]

Unfortunately,  still having the same issue. I have provided all the information that was requested. I have tried everything I can think of...resets,factory resets, battery changes, router resets....and nothing worked long term. I just chatted with customer service, but that also provided no real help....they just asked the typical "did you try a reset? What is your speed" questions, and then asked to provide serial number and software versions (which I have already done). Hoping for a fix soon, because I do prefer using Roku....but it doesn't do me any good if it doesn't work. I pulled out an old Firestick and that works just fine. 

[PFam2022]

Changing batteries does not work, factory reset does not work, uninstalling apps and reinstalling does not work. Unplugging and re plugging in your HDMI cable is a quick fix, but once you pause or rewind, or an ad comes up, it may freeze up again. NEED RESOLUTION.

[Saiplasma]

Based on community postings, I did the two following and the issue resolved. 

1.Manually change the video display from automatic to 1080.
2.Used the included power adapter and plugging directly into wall power.

Not sure which of the above two worked. 

[RokuMary-F]

Hi @MargaretAndAdam @Thebeancounter @Jesss @Amyandhiro,

Thanks for continuing to share what you're observing and providing information.

I have passed along the details and concerns and our team has continued investigating the issue and is hoping to have a resolution soon. We'll get back to you once we have an update available I'll be sure to let the Community know.

We appreciate your patience in the meantime.


Best regards,
Mary

[eab]

This problem has not been addressed for over a week. I appreciate that the info has been passed to developers, but no answers? How about rolling back the update since that seems to have caused this problem?

[RokuMary-F]

Hi @eab,

Thanks for continuing to share what you're observing.

Please be aware that the appropriate Roku team is currently investigating this issue. At this time I do not have any information that I can provide. However, once more details are available, I'll be sure to update this Community thread.
In the meantime, please help us with the required details below so we can send additional information for the investigation to our engineering team:

• 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 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)
• What are you seeing on screen? Can you provide a screenshot of the issue or error message?
• Steps to reproduce the issue you are seeing

Thank you for your kind understanding while investigating this issue.


Best regards,
Mary

[hspatz]

My model is 3941X Roku Express 4K+

SN: X0100YSJY6S

ID: S07P216SJY6S

SOFTWARE OS VERSION 11.5.0 BUILD 4235-CR

The problem occurs with Xfinity Stream version 6.9 build 0 and maybe others.

The video will freeze after 5 seconds or so, but audio continues, but ocasionally video will work fine, if it makes it past 5 seconds or so.  Power has been from USB on TV and been fine all along.  I tried using an AC adapter with 2 amps USB capability plugged into a wall outlet and that fixed my problem.

Something in your recent upgrade requires more power than the TV can deliver.

Two TVs work fine with 1K Roku sticks powered off the USB on the TV, but both exhibit problems with the Express 4K+ when powered off the USB on the TV.  Both work fine when powered off the the 2 amp USB wall adapter.

Hopefully, you find this helpful.

[RokuMary-F]

Hi @hspatz,

Thanks for keeping in touch and providing the additional information.

We'll share these details as our Roku engineering team continued investigating the issue and is hoping to have a resolution soon. We'll get back to you once we have an update available I'll be sure to let the Community know.

We appreciate your patience in the meantime.


Best regards,
Mary

[hobbyhound]

My 3941RW Roku Express 4K+ came with a 1 amp usb power supply. I'm going to try using a 2 amp usb power supply and see if that works for my unit. I'll report back with results.

[update]

The power supply change didn't help my unit. It was worth a try.