Channels & viewing

[DJD4]

It's been a week.  Changing batteries did not fix the issue.  Doing a factory reset only works until you turn off the TV.  Do you have a fix?

[RokuMary-F]

Hi @JJ30 @DJD4,

Thanks for the post.

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)
• 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

Once we have this information, I'll be able to pass it along to our Support team who can investigate further.


Best regards,
Mary

[PFam2022]

I'm with you. I feel we should start posting on our social medias and warn people not to waste their money buying their devices this holiday season. Unstable devices that a company doesn't stand behind. Ridiculous run around from the "tech support".

[Cher5]

I hope the Roku engineers can figure this out. My kids won't be happy since they urged me to go another way for streaming and I thought Roku had a good track record. I'm not a happy camper right now. 

[Cher5]

I wish I knew how I can do a factory reset!

[JJ_]

After dealing with this issue for over a week I just found this thread. A couple people suggested changing the the display resolution from "Automatic" to 1080p. I just tried that, and all the sudden everything is working seamlessly. Not sure if it will work for others, but it was definitely the quickest and easiest solution to try. 

[Elaine8]

I tried changing the resolution from auto to 1080 it worked for a little while then began freezing again. Nothing worked. Factory reset definitely doesn't work, don't waste your time. Fire stick is looking better and better.  It dont freeze on every app, mainly spectrum app and paramount plus.  You have to get off the apps then back on for them to start working, and it only works until a commercial. Over it

[Amyandhiro]

We have found a solution. We purchased a Amazon firestick, and everything works perfectly.  It's been over a few weeks, and having a 4 year old with no TV is not acceptable.  Switching from one channel to another to watch a sporting event 10 seconds at a time got real annoying really quick. Done with it.

[eab]

Fire stick sounds like the answer.

After 2 weeks and over 100 complaints in this community it seems clear that Roku has no intention of coming up with a fix.

I researched other problems in the community over a couple of years and it seems that Roku never comes up with a fix, just lets users spin and try to figure out a solution on their own.

That is not the kind of support I expect when I have been a loyal Roku user since 2013, and own 6 Roku devices.  

[willix]

I too have had this problem with one of my tv's in our bedroom,  My wife has been complaining about it for weeks.  Finally I disconnected the Roku stick from the hdmi connector behind the tv and reconnected it and the freezing picture went away.  It  is not a permanent fix though,  because it started freezing again a couple of days later.  My theory is that the software change is causing  the firmware in the video section to cause a  "freeze" in the streaming picture, and to lock it in until you do something like change the channel, turn the unit off, or otherwise disrupt the normal operation of the Roku unit.  I am not confident that Roku will ever fix this, and yes, they should have reverted to the previous software before this became an issue, but that would have just compounded their problem with the previous "fix".  Their engineering staff is unfortunately sub par, limiting your options.