Playback Issues - Audio/Video & Power

Help with audio & video playback issues, TV display type recognition & compatibility, HDCP messages, troubleshooting playback errors, advertisements, and resolving power issues.
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joe1959
Level 9

Re: Express keeps going to home screen

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Sorry it did not work for you.  I guess I got lucky.  Try opening a support ticket and see if they can help you figure out what's going on.  I did so yesterday via the chat feature.  They didn't solve the problem, but at least they admitted that they were aware of the issue.  It's a sad state of affairs that this problem is affecting so many users in different ways - without any real solutions or official acknowledgment from ROKU.  Good luck!  

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Community Manager
Community Manager

Re: Express shuts down Prime & YouTube and returns to home screen after 30-minutes.

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 @joe1959 Thanks for the note. However, that won't be a long term solution, if in fact you are experiencing the issue on the latest version of Roku OS. This is something we'll want to take a closer look at and gather some additional information. Previous versions of Roku OS will not remain available for your device, so we'll want to help investigate further resolution. Feel free to follow up via PM. 

 

Thanks,

Tanner

Tanner D.
Roku Community Manager
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joe1959
Level 9

Re: Express shuts down Prime & YouTube and returns to home screen after 30-minutes.

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I just figured out how to PM and sent you my serial number.  Hopefully, you can be of assistance with a long-term solution.  Thank you!  

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Cajun1
Level 8

Re: Express shuts down Prime & YouTube and returns to home screen after 30-minutes.

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I have the same 30 minute issue. I do a factory reset which luckily puts me at update 9.1. And it works fine until the next update which is automatic for me. How can I change that setting? I've looked all over the place for it on my unit. Which is an Exp+
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DocA1
Level 9

Re: Express shuts down Prime & YouTube and returns to home screen after 30-minutes.

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Unfortunately, there is no way to stop automatic updates, but mine has been working for several days without an update. If it happens again, I know what to do, unless Roku decides not to make it a valid choice, that is. Roku, fix the problem!

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DocA1
Level 9

Re: Express shuts down Prime & YouTube and returns to home screen after 30-minutes.

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If, in fact? Really? It has to be a bug in the 9.2 update. After I rolled back to the previous update, I no longer had the problem! If, in fact? C'mon now!

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joe1959
Level 9

Re: Express shuts down Prime & YouTube and returns to home screen after 30-minutes.

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There appears to have been a way to stop automatic updates in the past, however, from what I've read in associated YouTube threads on the topic, the option to opt-out of automatic updates was disabled circa 2016-2017.  Trusting such hearsay, I have not bothered to try the workaround myself so I can't say with certainty it no longer works.  It does appear, however, that it was possible to do so at some point in the past.

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joe1959
Level 9

Re: Express shuts down Prime & YouTube and returns to home screen after 30-minutes.

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It's strange because although the rollback fix worked for us and others, it does appear that it does not work for everyone, which is odd.  If they are not following the rollback protocol properly - that would explain their failure to succeed.  If they follow it properly and it still doesn't fix their problem, well, then perhaps the problem is far more complex than the recent 9.2 update.    

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atc98092
Level 17

Re: Express shuts down Prime & YouTube and returns to home screen after 30-minutes.

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There's only one way to stop an unattended update, and that's to power your Roku off when not in use. As long as it's plugged into power, it's still running and will check daily for an OS or channel update, and will update without your action. If it's unplugged, you'll stay on the OS version you have now, and when the update prompt appears on the screen you can decline it. 

That's your only option. 

Dan
Roku Stick (3600), Ultra (4640), Ultra (4670), Premiere (3920), Insignia 720p Roku TV, Sharp 4K Roku TV, Nvidia Shield, Windows 10 Pro x64 running Serviio and Plex on a wired Gigabit network.
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joe1959
Level 9

Re: Express shuts down Prime & YouTube and returns to home screen after 30-minutes.

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Good to know there is a manual backup application!  Thanks for sharing!  

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