Features, settings & updates

[techhead51]

Both Roku ultra 4800x 4820x will  not stay in a sleep state, 5 minutes for the screen saver to start, and 20 minutes for the device to "power off", but both devices are woken up again and never enter the low power state again,

both devices have 11.5.0  build 4225-c2.

They were both connected to a Yamaha a2a AVR and would have this issue, sometimes both, sometimes only one.

I then connected both Rokus to a sony STR-DH790 AVR and the same issue is occurring. 

These issues are not present on a TLC Roku tv 43s435 11.5.0 4225-93 or Roku Ultra 11.5.0 4225-29 

Also, what seems to happen is that instead of the devices staying "off" they are "waking up" in about 20 minutes.

One more observation, the screen saver will work, but when going to the input the Roku(s) are on the screen saver is off.

[RokuDanny-R]

@techhead51
Thanks for the post.

We would be more than happy to look into the 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)
-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 you are trying to put the device in sleep mode, is the device back on the Home screen or are you trying to make the device sleep from within a channel
Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.

Thanks,
Danny

[RoyElam]

Sounds like the problem I encountered with the new software update. 
I found that if you go into settings and turn off the screensaver Roku sleep mode will work again.

[Amprella]

Having the same problem with both my Roku Ultra LT boxes after the lOS updates to 11.5.0, screen is set to Home screen.  Screensaver set to 1 minute.  After 20 minutes, unit powers itself back up and does NOT go back into sleep mode.

Pressed the Home Button 5 times and Back 5 times to get

Model: 4801RW - Roku Ultra

Serial number ; Leaving blank since this is a public forum. (Tech support contact me privately if needed).

Software version:  11.5.0 - build 4225-DE

Timestamp 2022-10-24T11:57:19Z

Issue ID 5R-426-957

Tried many different settings.  Auto-power off set for 20 minutes of inactivity.

This only occurred after new software 11.5 was installed (both updates).

I have to unplug the unit to get it to stay off.

Please advise.  Think it's time to go back to previous OS level.

[RokuKariza-D]

@Amprella

Thanks for bringing this to our attention.

Please provide here the serial number and device ID of the affected Roku device so we can forward them to the team investigating the issue for additional information.

We look forward to your response.

All the best,
Kariza

[RoyElam]

Go to settings and turn off the screensaver, it will work again after that.

[Amprella]

Serial Number: X01000MFWX5R (S0DD31CFWX5R)

[RokuDanny-R]

@Amprella

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

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

Thanks,
Danny

[Amprella]

I installed yesterday's update, 11.5.0, build 4235-DE with the same results,  screensaver will work once, then unit powers itself up and NO LONGER GOES INTO SLEEP MODE.  This is especially true when my Smart TV's input is not on the Roku device's HDMI input port, and the TV is turned on or off.

Yes, I can disable the screensaver, keep Power Off After 20 minutes of inactivity, but that is no solution as the units were functioning as designed, normally, prior to the last few software updates.

I'm beginning to believe it's time to stop using Roku altogether would be the next course of action if Roku technical support can't revert back, especially in these days of saving energy wherever we can.

[techhead51]

A new update was released on October 25th 2022 , roku ultra 4800x, 4800x,  4640x and roku tvs,  for the 4800x and 4820x version 11.5.0 build 4235-c2, for both devices the screen saver now works again,  if there is any hdmi switches in the chain plug the roku directly to the avr or tv, as a switch will give power when the roku goes into sleep mode and prevent it to turn off completely