Screen freezes up but the audio is still on or my screen turns black and audio is on. I have restarted, reset the Roku streaming stick but nothing helps. Please help
Hi @llthorton02,
Thanks for reaching out to the Roku community!
I'd be happy to take a closer look to see how we can help. I have a few questions to better understand the behavior you are seeing:
With more detailed information, we will be able to assist you further.
Best regards,
Mary
When did this issue first start occurring? Within 2 days of purchasing the Roku
Do you observe this behavior while using any other channel(s) on your device? Yes
What Roku model device are you using? See attached picture
Have you tried removing the channel, restarting your device from Settings>System>Power>System restart (If you do not see a Power submenu, skip to the next step), then once it loads up again, adding the channel back once more to see if that clears things up? I have performed this numerous times a day
I purchased the Roku streaming stick less than 2 weeks ago.
Hi @llthorton02
Thanks for following up.
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:
Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.
Best regards,
Mary
Me restarting my Roku or resetting it does not fix my issue. It freezes on every channel. If this issue can’t be fixed I suggest that you stop selling these defective devices. I don’t need to read anyone else’s thread, I’m trying to get assistance from the company that made the defective devices. I need to talk to, not email or chat with a supervisor or manager because this is unacceptable. I have to restart my Roku every 5 minutes.
Thanks for the follow up post.
It doesn't look like you've provided the information that @RokuMary-F requested in her last post. Can you please provide all of the requested device information so we can better investigate the issue you are experiencing.
Thanks,
Danny