Getting Started - Setup & How-to

Help getting started with Roku devices, including setup, connecting your device to your TV, linking a Roku device to your account at my.roku.com/link, adding channels, subscribing to services, and more.
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Level 7

Re: 3 of my Roku devices are freezing and rebooting

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New Express+ (11/15/19) replaced discontinued Roku2.  Have not been able to stream anything for more than about 5 minutes due to screen freezing. Express is 15' from modem/router.  No problem with Roku Streaming Stick+ (1/7/19) which is further from router.

Have been researching: not connected with Nintendo, changed to heavier HDMI cable, updated to 9.2.0 build 4131.  Tested and failed, Roku still would freeze after about 5 minutes and require unplugging from power.

Just put Express+ on a towel-wrapped cold-pack and was able to watched 20 minutes without the picture freezing (pardon the pun).  Next time I stream I will use the wrapped cold-pack again.  Is this acceptable to Roku.com? Is there a way for me to return this product and replace it with one that works?  

 

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Level 7

Re: 3 of my Roku devices are freezing and rebooting

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I have had my Roku for over a month with no issues.  This week it keeps freezing up and then has to restart. It will only work for about a minute then freeze and the the screen goes blank or comes up with the word Roku and then reboots. I have unplugged everything and put back in, done a system update and factor reset and it is still freezing up. I do not have any game system connect to it.  

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Level 19

Re: 3 of my Roku devices are freezing and rebooting

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@kreiderc Thanks for reaching out here. What specific channel(s) are you watching when this behavior seems to occur? Is it only happening when you are watching one specific streaming channel? 

Have you tried removing this channel, rebooting your device, then adding the channel back again to see if this resolves the issue? You might also check Settings>System>System update>Check now to ensure your device is running the latest update. 

If this behavior continues to occur, please generate an issue report tracker ID after your device restarts by pressing the Home button 5 times quickly, followed by the Back button 5 times quickly. Feel free to send me a private message with your Roku device serial number from Settings>System>About, along with the issue report tracker ID so I can help take a closer look. 

 

Thanks,

Tanner

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Level 7

Re: 3 of my Roku devices are freezing and rebooting

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Hi Tanner,  I also have about 4-5 Roku devices that keep freezing — doesn’t matter what channel from Netflix to Amazon Prime.   Internet connection is fine on all devices.  Roku Ultra 4K has been the worst culprit.   

I have done all the suggestions and am on the correct software version.  No Nintendo in my area.  

please help.  I have been having to use my Apple TV and I want to use my roku

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Level 19

Re: 3 of my Roku devices are freezing and rebooting

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@Mlf241 Thanks for the note. Could you please provide more details about the behavior you are seeing? 

- When you say freezing, exactly what occurs on the screen? Do you see any error messages, or on screen messaging to help indicate what may be occurring? 

- Have you tried troubleshooting any channel that you experience this issue on, by following the steps outlined here: https://community.roku.com/t5/Channel-Issues-Questions/Look-Here-for-Help-amp-Support-with-Channel-I...

- Have you tried performing a factory reset on any individual device to see if this resolves the issue? 

- Have you tried connecting any device to an alternate wireless network, such as a mobile hotspot, to see if the same issue occurs? 

With more information, we can continue assisting you from there. 

 

Thanks,

Tanner

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Level 7

Re: 3 of my Roku devices are freezing and rebooting

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I have had the same experience.  I have 4 Roku devices, all different models. The TV will go silent, then the video will freeze and several seconds later, the Roku will reboot.  I have a .5 gig ISP connection, and a Linksys mesh wireless system. Tonight two TV's in adjacent rooms were both tuned to the same channel. One froze and rebooted while the other continued to stream. That isolates the problem to the Roku. We have been wondering if it is our ISP (Mediacom), Roku, Hulu or another channel. I am convinced the problem is the Roku device.  The Ultra 4k seems to be the worst, but other Roku devices have had the same problem I think it is a heat issue as others have described. I am thinking of getting one of the less expensive Roku devices.  I hate to spend more money on Roku because the stuff is apparently junk.  If the company won't stand behind its product and improve them so that they are reliable, stop blaming a third party (Nintendo),  Will you, Roku, refund the price of a new device for me?

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Level 7

Re: 3 of my Roku devices are freezing and rebooting

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I can describe the symptom on my Roku3.  not sure if it is the same as others are experiencing but it started happening a few months ago after many months without a problem.

Symptom:

Roku hangs-up or "Freezes" when trying to use it after a period of inactivity.  When I switch my receiver to Roku, the screen is black and the Roku doesn't respond to any buttons on the remote.  I can visually tell that there is a problem because the white light on the front of the Roku is solid white (very bright) and not flickering or blinking at all.  The only way to resolve the issue is to unplug the power cable and restart it; then it reboots and is fine until I turn the receiver off again. 

 

The Roku has an SD card installed (if that makes a difference) and the Receiver and cabling have been the same for several years.

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Roku Employee
Roku Employee

Re: 3 of my Roku devices are freezing and rebooting

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@filmwatcher 

Thanks for the information.

How are you powering the device? Is it plugged into a USB port or is it plugged into a wall outlet with the provided cable and adapter?

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


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Level 7

Re: 3 of my Roku devices are freezing and rebooting

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Thanks Danny,

it is plugged into a wall outlet with the provided cable and adapter. It has an SD-Card installed for storing channels; the HDMI is connected to a Marantz Receiver and it has Cat-6 wired Ethernet. Nothing has changed in this configuration for a very long time. The last change I made (about 9 months ago) was adding the SD-Card to get rid of the prompts.

The described symptom (Blank screen and Solid, unblinking and unusually bright, white light) only occurs when the Roku is coming out of power-saving (assuming it has a power-saving mode). It never freezes during normal operation, but is in that state when first turning the receiver on, or changing the Receiver input to Roku for the first time (after it has only been displaying other devices such as TIVO or Blu-Ray). The only way I have found to get the Roku to respond again when it gets into this state, is to pull the power cable and restart it. I have two other (older gen.) Roku devices and haven't had this issue with any of them.

It doesn't do it every time but is increasing in frequency. It happened very infrequently last year but has been happening more often and with increasing frequency this year. It is now happening at least weekly and has happened three times this week (prompting my post).

Thanks again.

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Roku Employee
Roku Employee

Re: 3 of my Roku devices are freezing and rebooting

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@filmwatcher 

Thanks for the information.

Are you experiencing the issues when the device is not connected to your AVR?

If you are still unable to resolve the issue, please send me a PM with your Roku account email address, and include the serial number of the Roku device from Settings>System>About along with a summary of the issue you are experiencing. I'll be able to assist you further from there.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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