Discussions

[SandyandJeff]

For a week now, the Roku TV we have will crash and go back to the video select screen after 1 second of video (and audio) plays for whatever we are watching. We just deleted & redownloaded the Roku Tv app, checked the connection of wifi & internet, and reset the entire system, but the issue persists. Has anyone been having a similar issue? It's really frustrating.

[RokuJechealR]

Hi @SandyandJeff,

Welcome to the Roku Community!

We would be happy to look further into this issue, but we will need more detailed information. Can you please provide us with the following 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 5 times, followed by the Back button 5 times, and provide us with this ID).
• IP Address (from whatismyip.com).
• Steps to reproduce the issue you are seeing?
• When did they start seeing this issue occur?

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

Best regards,

Chel