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andy_d
Channel Surfer

14.1 xx update. 14.1.4 7709 Jan 25. Has virtually made Roku Streaming Stick 4k 3810EU unusable

Hi there.  In UK.  3810EU purchased end of 2018.

It seems an update in early Jan 25 has made it virtually unusable. Extremely slow interface.

On one streaming app, the sound does not work unless the resolution is reduced from 4k on their 4k streams. Audio stuttered and runs at half speed sometimes.  Occasional pauses / stutters in picture. But Audio is horrendous.  Lowering picture resolution solves it but far from ideal if you have 4k content you want to watch.  Still seems very laggy on interface as well.

It is definitely not the wifi as tried our 3820 and it is fine in the same tv....connection bandwidth showing 73Mbs

Tried support, they said legacy so that's the problem - replace unit is the fix. But to me, it seems this release maybe very poorly planned or written. Why push it to a device that won't run on... Would've been better to not update the 3810 units.  

Edit: I also asked Roku, if I was to purchase a new unit, how long could I rely on the product not being termed legacy, i.e. support maintained for what period, but they wouldn't clarify at all.

Anyone else experiencing this or even better have a fix or workaround other than reducing resolution? The processor in the 3810 is only 1 gen behind the 3820 isn't it and isn't 3820 still current?

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7 REPLIES 7
andy_d
Channel Surfer

Re: 14.1 xx update. 14.1.4 7709 Jan 25. Has virtually made Roku Streaming Stick 4k 3810EU unusable

Updated specific update and build Roku is on.

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makaiguy
Community Streaming Expert

Re: 14.1 xx update. 14.1.4 7709 Jan 25. Has virtually made Roku Streaming Stick 4k 3810EU unusable

3810 is not classified as Legacy.   Legacy models are no longer supported and receive no further updates.   This occurs when the model in question is incapable of running the Roku operating system version currently being released.  Whoever told you the 3810 is considered a Legacy model was incorrect.

See https://developer.roku.com/docs/specs/hardware.md

Have you restarted your 3810?   Settings / System / Power (if present on your system, otherwise skip) / System restart.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

Ultra 4800 | Streaming Stick 4K+ 3821 | TCL Roku TV 43S245/C107X
andy_d
Channel Surfer

Re: 14.1 xx update. 14.1.4 7709 Jan 25. Has virtually made Roku Streaming Stick 4k 3810EU unusable

Deleted - as answered in @makaiguy  post.

I was told time and time again in my Roku support chat.  A brief snippet here. They said there is no fix available because it is legacy.  I couldn't find any of the product table classifications yesterday - the links weren't working. Strange.....

The other slight anomaly is I bought the version of roku 4k stick in last quarter of 2018 and I don't think it was called streaming stick+ just 4k stick I think!!!

 

Name removed to Initial...........

S....
2:54 pm
Thanks for the confirmation, the issue is with the device itself Andrew, the device is a legacy one and you need to upgrade it.
 
S....
2:54 pm
We can try one simple step and check but I think you've already tried the device reset right?
 
A....
2:55 pm
It's only about 4 years old? And it is running the same firmware and software version as the other newer one?
 
S.....
2:56 pm
I can understand but the device was purchased on 2018. We can try to reset the device but the issue was not able to fix, you need to upgrade the device.
 
A.......
2:57 pm
But what is exactly the issue and why does it not have a problem with Amazon Prime UHD for example, only Now TV uhd?
 
A.......
2:58 pm
I've already done a factory reset. It made no difference. Also, this problem only started a few weeks ago? What has changed in the last few weeks?
 
S.....
2:59 pm
It may be the software and the device not able to work with the new software if it is old means.
 
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3:01 pm
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A.......
3:01 pm
why not make it so that it retains the older software version then. That's what they do on legacy mobile phoones and the like. What about my other 4k+ stick is that legacy too?
 
S......
3:02 pm
The other device is not legacy Andrew, also there is no option to downgrade the software.

(nb this was in response to my second roku device a 3820eu)

 

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andy_d
Channel Surfer

Re: 14.1 xx update. 14.1.4 7709 Jan 25. Has virtually made Roku Streaming Stick 4k 3810EU unusable

It was roku support chat. Time and time again. Excerpt of chat posted with names removed. They don't want to know about it.  Yes, done a factory reset. Exactly the same after reloading the apps concerned.  The slowness in the interface remains and so does the audio problem on a streaming app in the UK called now TV. On their UHD channels / content only. But the interface lag and unresponsiveness is there all the time - ever since just after Christmas 2024.....

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RokuEmmanuel-D
Community Moderator
Community Moderator

Re: 14.1 xx update. 14.1.4 7709 Jan 25. Has virtually made Roku Streaming Stick 4k 3810EU unusable

Hey there, @andy_d.

Thanks for reaching out to the Roku Community.

We know it's frustrating when you're having trouble with your Roku. Let's see if we can get this sorted out.

Just to clarify, your device is still supported and receives updates.

To help us figure out what's going on, could you tell us:

  • Are you having issues on all channels or just specific ones?
  • What have you tried to fix it already?
  • Have you tried your Roku on another TV?

Also, could you share the following:

  • Your Roku device info: Model, Serial Number, Device ID, and Software Version (found in Settings > System > About)
  • Tracker ID: Press Home 5 times, then Back 5 times to get this ID.
  • A photo or video showing the issue if possible.

Thanks for your help!

Best,
The Roku Community Team

Emmanuel-D.
Roku Community Moderator
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andy_d
Channel Surfer

Re: 14.1 xx update. 14.1.4 7709 Jan 25. Has virtually made Roku Streaming Stick 4k 3810EU unusable

Hi @RokuEmmanuel-D . Wow, I appreciate the response to try to help.

I have a roku account so it is registered on there as well and also a second 4k Stick a 3820EU.

  • 3810EU
  • YH00C3188684
  • 14.1.4 build 7709-50

Tracker ID: ID84-049-601 (in this session the audio was initially garbled, then half speed)

Selecting display output to bottom resolution, 720P works around issue except the interface remains laggy and you can't watch full HD or UHD on Now TV.

Couldn't find a way to embed the video captures so a link to a shared google photo album attached. I will remove link or files after a few days. 

Audio is always garbled on NOW TV UHD, doesn't seem to show the fault on Amazon Prime UHD but I haven't been using it much because of the issue and the lag on the interface.

Audio is stuttered and garbled and then sometimes runs at half speed. Only on 4K content and only noticed it on streaming app called Now TV (UK). However, the 3820 on the same 2 TVs tested on the same firmware on the same network in the same physical locations does not do this at all. 

The interface is so slow now as well on the 3810. Both issues happened early 2025 which is when I believe the latest release was pushed out.

 

https://photos.app.goo.gl/X6fLH9KDvvHibSwZ7

 

Thanks

 

 

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RokuRiamie-D
Community Moderator
Community Moderator

Re: 14.1 xx update. 14.1.4 7709 Jan 25. Has virtually made Roku Streaming Stick 4k 3810EU unusable

Hey there,

Thanks for letting us know. We're sorry to hear that wasn't a smooth resolution.

Just to clarify, your Roku Streaming Stick is still supported and can receive updates, even though it's no longer manufactured. Our team is currently looking into your support ticket. We appreciate your patience while we investigate.

Best,
The Roku Community Team

Riamie D.
Roku Community Moderator
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