Channels & viewing

Help & troubleshooting for channels on your Roku device, including adding/removing channels, logging in to, authenticating, or activating a channel, channel-specific playback issues, assistance contacting channel publishers to report issues, and adjusting channel-specific settings.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Re: [OS 11.5] Express device - Video Freezes But Audio Keeps Playing

Jump to solution

Hi, how do you know what tour tv is in order to manually match?  Thanks

0 Kudos
Snakeoil
Level 10

Re: [OS 11.5] Express device - Video Freezes But Audio Keeps Playing

Jump to solution

I would expect most flat screen TVs to be 1080p. When you make the change, the Roku will put a test picture on your screen and ask if you can see it. If you can, you click YES and you are done. If you have very old TV, it might be a lower resolution. I suspect you will not be able to see the picture and will have to make another choice.

0 Kudos
RokuMary-F
Roku Employee
Roku Employee

Re: Video freeze, audio ok, factory reset only helps for a couple days

Jump to solution

Hi @alandlin @stanoffish43,

Thanks for posting in the Roku Community!

We would be more than happy to look further into this issue but will need more details. Can you please provide us with 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 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, and provide us with this ID)
  • steps to reproduce the issue you are seeing

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


Best regards,
Mary

0 Kudos
Steve-Z
Level 8

Re: Video freeze, audio ok, factory reset only helps for a couple days

Jump to solution

A user @Remmy posted this a couple of weeks ago (on my laptop browser it is on page 15). After much frustration I tried it on my two affected Roku Express 4K+ units. So far it seems to be working. I have no idea what this does. It triggers a restart, but unlike a normal restart which only gives temporary relief, these steps seem to be a lasting solution so far:

(Do all these steps fairly rapidly. It may take a few seconds until you see the restart.)

Roku express 4K freezing steps to fix

This issue has so many frustrated. I think I have the steps to fix it. Try this it worked for me so far and I was ready to trash it but for now it has a reprieve at least for now. 

1. press the Home button 5 times

2. press the Up arrow once

3. Press the rewind button twice

4. press the Fast Forward button twice

5. the restart will begin, though it my take a few seconds and you should see the bouncing ROKU

good luck.

@RokuMary-F

It would be great if you could explain what this does. Perhaps it is a solution that would benefit the many other frustrated users on this thread (this is really getting ridiculous).

0 Kudos
eab
Level 9

Re: [OS 11.5] Express device - Video Freezes But Audio Keeps Playing

Jump to solution

Yes, Roku has a Facebook page. Time to start posting about this before people waste their money for Christmas. 

0 Kudos
willix
Level 9

Re: Video freeze, audio ok, factory reset only helps for a couple days

Jump to solution

What is the state of the Roku device prior to starting this sequence? Trying it when the Roku is on only gets you to the home page and no results from the rest of the key strokes. The the Roku have to start from being turned off? at some other point, or in some particular on screen menu? What?

0 Kudos
Snakeoil
Level 10

Re: [OS 11.5] Express device - Video Freezes But Audio Keeps Playing

Jump to solution

No joy in Mudville today. Roku in the kitchen froze up during breakfast. Again, during a commercial. So, neither of the to settings I changed made a difference.

I see that our friend RokuMary has shown up again asking the same questions that she asked last week. My guess is there is nobody at Roku who is actually aware of this problem/discussion.

Jamesdmo
Level 8

Re: Video freeze, audio ok, factory reset only helps for a couple days

Jump to solution

@willix- The Roku that I "fixed" (for now, maybe?) was a brand new Roku. I installed it, left default settings on, then had to change the display setting after one day.

0 Kudos
Steve-Z
Level 8

Re: Video freeze, audio ok, factory reset only helps for a couple days

Jump to solution

@willixI did this on two devices, both Roku Express 4K+, when they were in the frozen video state. As I and OP @Remmy said, you need to do this in rapid succession.

0 Kudos
Steve-Z
Level 8

Re: Video freeze, audio ok, factory reset only helps for a couple days

Jump to solution

@willixI should add that this does not appear to be a "factory reset" as all of our channels, settings, network, streaming service logins remained in tact.

0 Kudos