Issue Tracking Board

[Richrod]

• Roku device model = 65R625
   serial number = X003003G14AM
  
• device ID S053Y98G14AM
• software OS/version = 12.5.0 BUILD 4176-88
• 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).
• If possible, include a picture as a reference.

[RokuArjiemar]

@Richrod 

Please provide us the issue ID - 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).

Thanks,

Arjiemar

[Richrod]

[RokuArjiemar]

@Richrod,

We have passed along your information to the appropriate Roku team to investigate further. Once more information is available, we will be sure to update this Community thread. 

We appreciate your patience and understanding in the meantime.

Thanks,

Arjiemar

[ljnieto77]

RokuERey please update with resolution information for me:

Issue ID: 6D-505-578

[RokuCarly]

Welcome and thank you for posting here in the Roku Community, @ljnieto77!

We'd be more than happy to assist you with anything. 

Could you please give us more information about what you are referring to? Are you having the same issue as the posts above? 

We'll be anticipating your response!

Best regards,
Carly

[Julilaw]

I'm not one of the original posters, but I'm having the very same issue. I'll post the info below.

I've had this new Roku about a month, and I don't know if this has been happening since the beginning or if it just started. I know several days ago, I wanted to see what movies starring Joan Crawford might be available. A ton of things came up, and I went through many of them, all said unavailable. It didn't dawn on me there was an error...I just assumed since they were old movies, nobody was streaming them. (I realize now what a ridiculous notion that was.)

Then I searched something else, and again, unavailable. It just kept happening. Finally, I typed in some searches for things I KNEW existed. Like current programs (The Voice kept coming up as a popular search, so I tried that. Unavailable.). Then I tried some things I'm currently watching on Netflix and HBO. Same thing. And I realized there was a problem. I first went to Youtube, thinking there might be a fix. Nothing. Started to Google and arrived here. I did try the suggested bit of unplugging for 15 min...didn't fix it.

Obviously there's an issue, and it seems to be with this model we're all using. (Black Friday...did Roku dump a bunch of bad models on Amazon, thinking nobody would notice?)

While I might have your attention, I'll add that the HBO app runs at a snail's pace....it's torture. On another TV, where I'm using an older Roku, it's just fine. I haven't yet tested the searches, but I will later tonight. I suspect they'll work.

Anyway, here's my info...I expect a fix soon. But hey, loving the remote pro thing. I'm gonna hate to have to return this to Amazon, esp. now they make you drive 30 minutes for a return. 😞

model  3942RA2 - Roku Express 4K

Serial: X022006549G3

SOFTWARE VERSION: 12.5.0 * BUILD 4178-E4

DEVICE ID: S14YK37549G3

TRACKER ID: G3-508-290

[dacin]

Model: 3942RA2 - Roku Express 4K

Serial #: X02200RX2X3K (S14YK37X2X3K)

S/W Version: 12.5.0   Build 4178-E4

GC version: 10.4.45

Timestamp: 2023-12-20 T00:27:23Z

Issue ID: 3K-508-347

Why is it taking so long to address this? Clearly you have a problem with this firmware with multiple people reporting it.

[RokuJohnB]

Hi @Julilaw @dacin,

Thank you for keeping us posted here in the Roku Community!

We'd like to take a closer look into this issue that you're experiencing. Could you send us a photo or video of your running problem?

We'll wait for your response.

Thanks,

John

[N8Ball]

The additional information you requested is below.

seems to be the same model as everyone else is mentioning.

 No changes have happened restarting, unplugged, etc

model  3942RA2 - Roku Express 4K

Serial: X02200CGRVEA

SOFTWARE VERSION: 12.5.0 * BUILD 4178-E4

DEVICE ID: S14YK37GRVEA