Discussions

[dashalex1]

Apps are crashing and returns to home screen. Netflix,  Prime, Hulu, tried updating,  removing and re-install.  Still not working

[RokuKariza-D]

Hi @dashalex1

We're sorry to hear about the issue you're experiencing.

We highly suggest performing a factory reset on your Roku TV then see if that will resolve the issue you're experiencing. Perform the following steps with your Roku remote or the Roku mobile app:

1. Press Home on your Roku remote
2. Scroll and select Settings
3. Select System
4. Select Advanced system settings
5. Select Factory reset
6. If you have a Roku TV, select Factory reset everything. Otherwise, move to the next step.
7. Follow the on-screen instructions

For more information, refer to this link: How to system restart or factory reset your Roku® streaming device

Keep us posted!

All the best,
Kariza

[NikkiBi]

Hi, I’m having the same issue and so far it is happening with Netflix, Hulu, and Paramount Plus. I have followed the factory reset directions and unplugging the tv overnight. It is still crashing when trying to use those apps. Live tv works fine along with the YouTube tv app and the peacock app. Hopefully you have a solution since this post was initially created.

[RokuDanny-R]

@NikkiBi

Thanks for the post.

We would be more than happy to look further into the issue, but will need more detailed information. 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 and provide us with this ID)
• 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

[NikkiBi]

Hi Danny,

Thank you for your response. Here is most of the information you requested. I was unable to get a tracker ID when the problem occurs because it happens instantly and the directions you provided did not work during the incident. Today I was streaming Netflix then all of a sudden the screen freezes and sounds cuts out. Within a second of that occurring, the tv goes black and then the startup screen appears after what seems to be the tv restarting. This occurs the same way with other apps I listed.

Model #: E4FAA75R

Serial #: YN00G3753623

Software: 11.5.0 build 4235-AM

Device ID: B6818G753623

Netflix: version 5.1 Build 105079013

Hulu: version 6.65 Build 1

Paramount Plus: version 7.8 Build 20221109

[RokuDanny-R]

@NikkiBi

Thanks for the post and providing us with your device information.

I have passed along your concerns and details to the appropriate Roku team to investigate further.

Thanks,
Danny

[RokuDanny-R]

Hi Community users,

Thanks for your patience while we investigated the issue.

Does this issue currently still occur? If so, can you please provide us with the following information:

• What is the process/steps to reproduce what you are experiencing? 
• What is your device setup/configuration?

Once we have more detailed information, we will be able to look further into the issue.

Thanks,
Danny