Discussions

[Fej]

Over the past month or so both of our TCL Roku TV's have been extremely sluggish and will frequently have to buffer and at times automatically reboot.  After checking them, they both were updated to software version 10.0.0 build 4195 around mid-May.  For one of the TV's I have started using a Fire Stick in one of the ports so that we can watch things without issue.  Has anyone else noticed any issues like this since the last update?

[RokuDanny-R]

@Fej

Thanks for the post.

Please be aware that typically buffering issues are related to poor internet connectivity. Have you tried rebooting your wireless network to see if that helps the issue you are experiencing?

Please keep us posted what you find out.

Thanks,
Danny

[Fej]

I have done that before.  Internet is not an issue.  I have plenty of other devices that connect with no internet issues.  In addition, this was never an issue before the last update.  My Fire Stick also has zero issues.  So I'm fairly certain that it is an issue with the two Roku TVs.

In addition, it sometimes reboots in the middle of a show for know apparent reason.  It never used to do this, including with the existing internet connection.  So it still seems to point to an issue with the software update.

[RokuDanny-R]

@Fej

Thanks for the follow up.

Does this issue you are experiencing happen on a specific channel or does it happen regardless the channel you are viewing?

In addition, can you please provide us 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 be 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)
-steps to reproduce the issue you are seeing

With more information we will be able to investigate the issue further.

Thanks,
Danny

[Fej]

One of the TVs is Roku TV 5121X, TCL model 40FS3750, SN 2N0076185744, Device ID 5NK4A7185744, Software Version 10.0.0 build 4195-08

The other TV is Roku TV 5104X, TCL model 48FS4610R, SN 2N001U711388, Device ID 2S64A1711388, Software Version 10.0.0 build 4195-08

The issue seems to be independent of any channel.  It's happened watching Netflix, Hulu, Disney+, Peacock, and probably a few others.  And when I talk about it being sluggish this includes it sometimes taking several seconds to respond from the remote, even after replacing batteries.  In general, everything is just more sluggish and it randomly reboots regularly now.  As far as reproducing the issue I have no idea how since things like the reboot happen without any user intervention whatsoever.

To be honest, I may just take advantage of Prime Day and get a second Fire Stick for our second TV.  The Fire Stick does not have any of the issues that the Roku TVs now have.  The TV then is just the portal and never has to actually pull in data.  And that is the one time where we have no issues with the Roku - as a portal for HDMI.

[droid4chris]

My tcl series 6 is so bad I bought a Chromecast with google tv. Figures they would blame our internet connections. I use Ethernet. Chromecast doesn't have a problem. Why can't I find anything about this online. I've told everyone how much I love this tv. I need to see an acknowledgment that there is a problem. Or I'll have to tell everyone not to buy Roku TVs