Channels & viewing

[Snakeoil]

Roku has responded to my email to customer support. I actually missed the first one as I thought it was just another email about a message posted here by a Roku robot. I have done the reset that they requested and provided the info that I provided previously here. They seem to think this is a Roku TV problem. Maybe that support email address is for Roku TV. Regardless, I seem to actually have a warm body that is looking into the problem.

I told him about this Community thread and the number of people with the same problem and the dissatisfaction being voiced. Told him to check this site for further info. It also turns out that there is a similar thread with only 6 pages so far about the same problem. Somehow, I managed to post to both, so now I get emails from both. I'm going to try and send links to these threads to the Roku rep..

I'll provide updates as things progress. I actually have a ticket number.

[Coltata]

I received a private message a short time ago requesting more information.  If I had reason to believe it would lead to a solution, I would provide it but I did not.  I am really surprised by the duration this has been going on without a meaningful update to the group.  That is disappointing.  Fortunately for me, I can send my Roku back for refund and now am using Fire TV without issues.

Hope Roku starts taking this more seriously and you all see a solution soon!

[Gigi_user]

Have you found a solution?

[regdan]

These two actions were the fix for my RokuExpress 4K+:

(1) Go to Settings / Display Types / unclick automatic(1080p) and / click on whatever the resolution is for your TV either manual 1080p or manual 720p.

Fix # (2) Settings / Privacy / Advertising / Unclick Personalized Ads

[Snakeoil]

I tried that fix and did not work for me.

[hobbyhound]

Regdan, that same 2 step fix has worked for my particular model of the express 4k+ (3941RW) for about a week now. I wish it worked for others in the thread.

[mdwolff]

While watching live TV (Xfinity streaming app) on 4K+ the picture freezes, audio continues. I have changed to 720p., checked for software updates, have a strong wi-fi signal, have put the Rokus on a shelf below the TV to avoid over heating and have done numerous power restarts. None of this has a lasting effect. I have 3 of these units and they all act the same way. Very frustrating. Any ideas for something else to try for a fix?

[RokuMary-F]

Hi @mdwolff,

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

[Barry_G]

That two action fix did not work on my Streaming Stick 4K

[hobbyhound]

It only seems to help on a few models of the Express 4K+. I'm not aware of it helping the Stick 4K at all.

Roku definitely has a firmware issue going on.