temmoore
Reel Rookie

Re: Roku Streambar Freezes and crashes

I’m having the same issues with my Streambar. I don’t know how to contact them. Have you gotten a response?

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3 REPLIES 3
RokuMary-F
Community Moderator
Community Moderator

Re: Roku Streambar Freezes and crashes

Hi @temmoore,

Welcome to the Roku Community!

I'd be happy to take a closer look to see how we can help get you up and running.
A few questions here to better understand what you're experiencing: 
1. Does the issue only occur on a specific channel or all channels on your Roku device?
2. Are you receiving error messages or codes when accessing the channel?
3. What troubleshooting steps have you taken so far to try to resolve the issue?
4. What are you seeing on screen? Can you provide a screenshot of the issue you are experiencing?
With more information, we will be able to assist you further.
 

Best regards,
Mary

Mary F.
Roku Community Moderator
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temmoore
Reel Rookie

Re: Roku Streambar Freezes and crashes

All too often our Streambar HD 4K HDR  freezes up on the TV screen and no longer responds to its remote control. It seems to happen on all the apps especially on UTube. Now that we have Apple TV installed it is constantly freezing, skipping frames, sounds get out of sync, crashing completely by exiting the Apple app and automatically rebooting the Streambar. Here is what I’ve done so far. I’ve done a factory reset and reloaded all my apps and settings.  The problems still persist. 

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RokuDanny-R
Retired Moderator

Re: Roku Streambar Freezes and crashes

@temmoore

Thanks for the post.

We would be more than happy to look further into the issue for you. 

Try removing the channel(s) from the Roku home screen by navigating to the channel tile, pressing the * key on your remote and choosing 'Remove channel'. Then restart your device from Settings>System>System restart. Once your player starts up again, add the channel back once more. 

If you are still experiencing an issue, can you please provide us the following information:
-Roku device model, serial number, device ID, and 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

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.


Thanks,
Danny

Danny R.
Roku Community Moderator
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