Features, settings & updates

[tahoeg]

Roku had an update today and my hdmi keeps timing out which causes the screen to freeze and playback to got to a black screen.  It happens every 5 to 10 min while watching.. doesn't matter what (netflix, amazon prime, peacock).   

[RokuArjiemar]

Hello! @tahoeg,

Thank you for your post in the Roku Community!

We appreciate you bringing this to our attention regarding the update and having issues with the HDMI. We are pleased to assist.

What Roku device are you using right now? Does it happen immediately after playing content or shortly after?

There are a few things we can do to resolve the problem:

1. Remove HDMI cable and power cycle both TV or AVR and Roku device
2. Try a different HDMI port
3. Try a different HDMI cable less than 6 feet
4. Try another TV

If the troubleshooting steps above didn’t resolve, we would be more than happy to investigate further, but we will need further details. 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)
• Does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by 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)

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.
We look forward to working with you to help resolve this issue.

Thanks,
Arjiemar