Channels & viewing

[marybethel1]

It doesn't do it all the time but it does it pretty frequently. I have other Roku devices in the house and they don't do this.

The Roku model is a Roku Express.

[RokuCarly]

Thank you for sharing your concern, @marybethel1.

We're grateful that you've reached out to us for support regarding the playback issues you've been experiencing and sincerely apologize for any inconvenience this may have caused. No worries! We're here to assist and offer some troubleshooting steps you can try.

Before we proceed, may we first know what specific channel you are having this issue with?  Also, are you streaming this directly on the standalone app or under The Roku Channel?

In the meantime, you can try the steps below to help you troubleshoot the app:

• Remove app: navigate to your Home screen, move to the right, highlight the app, press Star*, then select Remove channel
• Perform a system reboot: navigate to your Home, select Settings > System > Power (skip if unavailable) > System restart
• Re-install the app: navigate to your Home, scroll and select Store, look for the app, then press Add channel

For reference, kindly visit our Support article on How to resolve a channel playback issue.

Let us know how it goes and we'll continue assisting you from there. Hope this helps!

Best regards,
Carly

[marybethel1]

@RokuCarly: It doesn't seem to matter what channel or app I'm on. It does it on every single one. I'll be on Spectrum and it does it, I'll be on Max and it'll do it. I'll be on Peacock and it'll boot me out. It doesn't matter.

And for the apps I watch them on the standalone app.

I have deleted the app and reinstalled them before and it didn'thelp.

[RokuEuniceL]

Hi @marybethel1,

Thank you for keeping us posted here in the Roku Community!

We appreciate you letting us know about your streaming issues on your Roku device. We will work with you to know what went wrong so we can assist you further and fix the issue.

For us to better understand the issue that you are experiencing, kindly provide us with additional information:

• How are you powering your Roku device?
• Are you getting any error messages or error codes while trying to play a content?
• How far is your Roku device from your network router?
• Have you tried restarting your network router?
• Do you have cellular data, so we can try connecting your device to your hotspot?

In the meantime, please ensure that you are powering your Roku device directly from the wall power outlet. You can also restart your network router and try connecting your Roku device to a mobile hotspot to see if it fixes the issue.

We look forward to hearing from you and looking closely into this issue. Thank you!

Kind regards,

Eunice

[marybethel1]

@RokuEuniceL: I'm sorry, what do you mean by how am I powering my Roku device? If you mean how I'm watching it, I'm watching it through my TV.

I'm not getting any error messages or error codes.

The Network Router is in my bedroom, the Roku Device is in the living room, so a little far away but not too far.

I have tried restarting my network router.

I have it connected from the wall power outlet.

What do you mean by cellular data? I'm sorry for the question.

I have a Roku device in the far bedroom and that is further than the living room, and it doesn't boot you out when you're watching it. And that's further from the network router than the living room Roku device.

[RokuEuniceL]

Hi @marybethel1,

We appreciate you providing these details.

We'll be glad to assist you with your inquiry. Please be advised that cellular data is wireless internet connectivity to your mobile device. Mobile data is what you use when browsing the internet on your phone when it's not linked to Wi-Fi. As an alternative, a mobile hotspot (often called a portable hotspot) is used by connecting your Roku device to the Internet via your smartphone's data connection. You may establish a mobile hotspot, unlike a typical Wi-Fi hotspot that is restricted to a specific place.

Have you tried updating your software? Also, what software version is your Roku device currently running?

We are eager to hear from you and investigate this matter further. Thank you!

Kind regards,

Eunice