Discussions

[02ebz06]

75" TCL/ROKU TV ROKU version 12.5.5 Build 4177

Don't know if this is related, but I suspect it is,  the above update was installed back in January and the random crashes have started since then. 

Doesn't appear to related to a particular app.

Didn't report it earlier as it did not happen that often, but now, it did it while watching a movie on Disney+ and the following day on Paramount+

Another thing happened a little later watching same movie on Disney+

Screen froze but voice continued.  In 15 or 20 seconds or so the picture resumed but really fast until it caught up to the audio.

Pretty weird...

Don't know if that is a ROKU or an Disney+ app issue.

Any ideas ?

[RokuElmer-H]

Hi, @02ebz06!

Thank you for informing us about the issue on the Roku Community!

We noticed in your recent post that you're having trouble with some of your channels where it suddenly froze while you were watching it. Don't worry, we'll take a closer look at this issue.

To get started, we need to gather some information to properly assess the problem. Can you please provide me with the following information?

• Have you received an error message while accessing those affected channels?
• What steps you have taken so far to troubleshoot and resolve this issue?
• Are you experiencing the same issue on your other Roku devices as well?

It is important to ensure that your Wi-Fi connection is stable and performing well, as fluctuations in speed or signal strength can cause delays. Make sure your network connection is strong enough to support multiple devices. To improve your network connection, try restarting your WIFI router by unplugging it for 15 seconds and then plugging it back in. 

Furthermore, we also have a support article on How to improve the Wi-Fi or wireless internet connection to your Roku streaming device

If the issue persists, please let us know. We would appreciate regular updates on the progress.

Thanks,

Elmer

[02ebz06]

Thanks for the reply,

In answer to you questions:

Have you received an error message while accessing those affected channels?

     No error messages

What steps you have taken so far to troubleshoot and resolve this issue?

    Made sure the apps were at latest versions, and remove/re-installed them.

Are you experiencing the same issue on your other Roku devices as well?

    I did have one crash/reboot on a 65" TCL/ROKU TV, but that was a while back.

    The 75" TV is used 95% of the time.

It is important to ensure that your Wi-Fi connection is stable and performing well,

WIFI is solid, but the 75" TV is on Ethernet.

[RokuElmer-H]

Hi, @02ebz06!

Thank you for providing us with the additional information. We appreciate the time you took to go through the troubleshooting steps provided earlier. Right now to ensure that we exhausted all the appropriate troubleshooting steps applied to this issue. 

Please try following these troubleshooting steps to see if they can help you with the issue you're experiencing.

• If you have an iOS® device, refer to Apple's documentation on setting up a personal hotspot.
• If you have an Android™ device, refer to Google's documentation on sharing a mobile connection by hotspot.

Please be advised that we are performing these troubleshooting steps to isolate the issue and determine whether it is caused by your network connection.

If you are still experiencing the same issue, please provide us with the following additional information.

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).

Upon receiving this information, we will pass it along to the Roku appropriate team for further investigation.
We are eagerly anticipating your update!

Thanks,
Elmer

[02ebz06]

Here is the additional information requested via email:

1) If you have an iOS® device, refer to Apple's documentation on setting up a personal hotspot. If you have an Android™ device, refer to Google's documentation on sharing a mobile connection by hotspot.

Don’t have IOS and don’t use Android.

2) Roku device model:   TCL Model 75R635

     serial number:             X00300CPMA2W

     device ID:                     S05GY21PMA2W

     software OS/version:   12.5.5 Build 4177-88

3) Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).

Don’t know when this could be provided since I don’t know when it will crash again.

[02ebz06]

Well it crashed and rebooted sooner than I expected.

Pressed the home button last night, screen went black and rebooted.

Got the ID as soon as it was back up.

ID: 2W-034-154