Forum Discussion

crunchysuperman's avatar
crunchysuperman
Channel Surfer
3 years ago

Roku media player keeps dropping back to menu on Roku TV

I put a Westinghouse Roku TV in the lobby of our business to play an mp4 promo video on loop from a usb stick.  I've got the playback set to loop and it works just fine  . . . . for a while.  It's on...
crunchysuperman's avatar
crunchysuperman
Channel Surfer
3 years ago

I tried that.  Looping playback still randomly drops back to the main menu.  The only difference now is the screensaver doesn't come on once it happens.

RokuERey's avatar
RokuERey
Retired Moderator
3 years ago

Hi crunchysuperman,

Thanks for the update. We appreciate your efforts in trying to resolve this.

We'd like to look further into this case and we will need some information to better clarify the issue.

Please provide us with the information below:

  • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About) mobile device brand, model, and OS
  • 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
  • When did you start seeing this issue occur?
  • Can you provide a photo or video of the issue you're experiencing?

We will be looking forward to your update. Thank you!

Regards,

Rey

  • crunchysuperman's avatar
    crunchysuperman
    Channel Surfer
    3 years ago

    Westinghouse WR24HX2210
    Hardware ID HE01X
    S/N X02000RMKUYT
    Device ID S0RKJ2AMKUYT
    Software 12.0.0 build 4172-FA
    GC version 9.2.113
    Issue ID YT-208-374

    TV is a recent Amazon purchase (under 2 months) and has had this issue out of the box.  Updates/app reinstall done as documented above.

    Now that the screensaver is disabled, I do see that sometimes it reverts to the main menu, but most of the time it locks up in the video at the start of a new loop - always at the start, never in the middle of the video.  It doesn't lock the TV up completely - the remote still works fine to get me out of it, but playback hangs.  Again, there seems to be no pattern to how many loops it will make before this happens.  Sometimes only hours, sometimes several days.

  • RokuJechealR's avatar
    RokuJechealR
    Retired Moderator
    3 years ago

    Hi crunchysuperman,

    Thanks for providing us with your information. 

    We understand that you've taken the troubleshooting steps to fix the issue. Please manually check for updates, and you can follow these steps:

    1. Press Home on your Roku remote.
    2. Scroll and select Settings.
    3. Select System
    4. Select System update

    You can also visit our Support page for further reference: How to update the software on your Roku TV or Roku streaming player.

    If the issue still persists, please provide your updated information.

    Warm regards,

    Chel

  • crunchysuperman's avatar
    crunchysuperman
    Channel Surfer
    3 years ago

    Yeah, that was the first thing I did.  I checked again for the system and the app - everything shows up to date.

     

    I'm just going to go with an external HDMI media player, as this doesn't seem like it's going to be resolved.

  • rpoulos's avatar
    rpoulos
    Newbie
    2 years ago

    I am having this same issue and have tried all previously mentioned steps with no success. This is a key part of our visitor experience, so it would be great if there was a fix!

  • OCOHealth's avatar
    OCOHealth
    Newbie
    2 years ago

    I have the same issue as well.  I used to be able to keep it looping for months, now it usually only lasts a few hours.  Tried all the same steps to correct it.

  • RokuJechealR's avatar
    RokuJechealR
    Retired Moderator
    2 years ago

    Hi OCOHealth,

    Thanks for your first post in the Roku Community!

    Could you tell us more about the issue you're running into? We'd like to know more about how we can help. Are you encountering any error codes or messages? In addition, can you please specify the exact steps you are taking to reproduce this issue so we can investigate further?

    With more detailed information, we will be able to assist you further.

    All the best,
    Chel