Channels & viewing

[Carabug17]

Device: Roku express 4K+
model: 3941x

serial number: x01600pr10al

software version: 11.5.0 build 4235-cr

device ID: s07p51410al

after 10 seconds video freezes but audio continues to play.

happens on DIRECTV stream app, abc app

i tried a factory reset of the Roku, uninstalling/reinstalling apps, updating software, changing hdmi ports -nothing works 

[Silly]

My device started the same thing a few weeks ago.  I cannot advance a show or rewind without it freezing the video.  The audio continues to work.  Whatever Roku has done is messing up everything.  The device just cuts out completely for several seconds and I get a buffering percent on a black screen.

I have had a Roku for years and bought a new one several months ago as the device I had wasn't going to be supporting channels I wanted to watch.  So now I have this Roku Express 4+ and it worked fine and then in October it went haywire!  I may have to switch to the Fire Stick.

[Silly]

I can't believe there is no support for Roku Express 4+.  Who or whatever took over Roku is now heading to be a worthless company to do business with.  They will take your money but don't ask for service!

[Silly]

I have the same issue and it definitely is a Roku problem!  Someone at Roku has done something and it is very suspicious to me as I believe they are adding some new system to monitor more of our lives.  They are probably listening in to our conversations. 

[eab]

People have been submitting their info for a week with no resolution. Sounds like busy work to me, this issue is apparently with the newer 4+ express and did not happen until the latest update. Roll it back. Or lose a lot of customers because Roku no longer works and there are other options out there. Where on earth is customer service?

[Remmy]

I just installed Roku express 4k and have the same issue.  Moved my older Roku to another tv and it works fine. The new express had a update which must have caused the problem.  How do we get Roku to fix this. It doesn’t help to have voice but stuck picture! 

[RokuMary-F]

Hi @Carabug17,

Thanks for sharing the details here.

We'll go ahead and send this over to the Roku team for further investigation. We'll get back to you once we have information available, I'll be sure to update this thread.

We're hoping to get everything sorted out soon and appreciate you bearing with us in the meantime.


Best regards,
Mary

[RokuMary-F]

Hi everyone,

Thanks for reporting this to Roku Community!

We're aware of the issue and The Roku team is hard at work investigating the issue, rest assured that once they provide me with an update I'll be sure to let the Community know. In the meantime, kindly provided the required information I requested from my previous post.

We appreciate your patience while we investigated this issue.


Best regards,
Mary

[JJ30]

mine does the exact same thing and has been doing it for 2 weeks, did factory reset and didn't help, mine also sometimes when I start up my roku streaming it has that little blue circle going round and round and doesn't go away during streaming unless I unplug it and plug it back in.

[DJD4]

I am having the identical issue.  Did you ever find a fix?