Channels & viewing

[RokuMary-F]

Hi @willix,

Thanks for posting in the Roku Community!

Our team has continued investigating the issue and is hoping to have a resolution soon. 
In the meantime, please help us with the required details below for us to send additional information for the investigation to our engineering team, and once more information is available I'll be sure to let the Community know:

• 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

Please be aware that we are actively monitoring and investigating the discussions on this thread. Thanks again for your continued patience.


Best regards,
Mary

[John21851]

I have a Roku streaming device for K Xpress. Not working properly after four months. I have audio, but the video player will not work from the device.. it was working fine up to three weeks ago. Picture on the television was frozen, but audio still played.. to be sure it wasn’t my television. I reinstalled my old Roku player and it works fine.  The newer device the road to express 4K had a much better picture when it was working properly.   Am I able to return this to the manufacturer for warranty repair?

[renojim]

@John21851, if it's less than a year old it's still under warranty.

Step by step instructions for returns and warranty replacements | Official Roku Support

[RokuMary-F]

Hi @John21851,

Thanks for reaching out to the Roku community!

Can you please provide us with the following information:

• 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)
• steps to reproduce the issue you are seeing

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


Best regards,
Mary

[hobbyhound]

Is there another way to bring up a tracker ID when the video freeze occurs? I have tried pressing Home five times followed by the Back button five times on my 3941RW Express 4K+. Many times. It never works.

Thanks for any help. I'm trying to provide as much information for you as possible.

[Turnsw]

I have an Express 4K, have the same problem with picture freezing audio continuing. Must back out go to a different movie or channel then go back to the original and do it all over again for the next commercial. It doesn’t happen all the time, does happen on different channels, Spectrum, Prime etc.. It seems to be happening more often and on more channels. Any suggestions?

[tomdebbie1]

Model: 4802X - Roku Ultra

SN: X01000HFE4N4

Software Version: 11.5.0 build 4235-C2

Device ID: S0DA222FE4N4

Channels:   No specific channel

Tracker ID:   

Seeing a frozen screen w/o error message - sometimes during live feed. Other times while watching something from a recording.

To unfreeze we hit the back button arrow which goes back to the MyStuff recording we're watching; click ok to select; then resume; video loads correctly then it freezes when it feels like it.

[User25]

I have the same problem on multiple channels - usually skipping forward triggers it. It happens on multiple channels and on more than one player.  I see that this problem has been around a while, very annoying

[Azoellner]

Changing batteries did not fix it.  

[hobbyhound]

Re-posting the info for my particular Roku with the issue. None of my other Roku devices are having this problem.

Roku Model 3941RW - Roku Express 4K+

Serial Number X01600TSFXMP

Software version 11.5.0 build 4235-CR

Device ID S0AH224SFXMP

This happens in the Hulu app on CNN and FX channels.

The issue is very reliable on CNN. When I'm watching the channel and an advertisement starts it freezes the video but the audio continues. If I change to another channel and go back to CNN the video returns. There are no error messages and the tracker ID attempt never works.

Edit: The one app this doesn't happen in is Plex. Go Plex 🙂