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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rococo0702
Level 7

My Roku Ultra keeps restarting

I have owned this particular Roku for about a year and a half. For several days now, my Roku Uktra has been restarting multiple times a day for no reason.  It has done it with several channels that I watch fairly frequently. I have noticed two different ways it does this. One is the sound will cut out, then it will freeze, then it will reboot. The second happens sometimes while unpausing it. The screen will go black then it will reboot. I have tried just about everything that I can think off to fix it. Is there a potential fix that I am missing?  

The model is 4660RW - Roku Ultra. The software version is 9.3.0 build 4150-46. 

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19 REPLIES 19\
makaiguy
Community Streaming Expert

Re: My Roku Ultra keeps restarting

When did your system update to version 9.3? Does it coincide with the beginning of this behavior?
Settings > System > System update will tell you when the system was updated.

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
Note: I am not a Roku employee, just a user like you.

Roku Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X | Roku Streaming Stick 3600
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rococo0702
Level 7

Re: My Roku Ultra keeps restarting

It says it updated today at 6:53 pm. I have definitely had the problem for at least two full days. Since I posted the original post it has restarted 4 times with the interval between being about 30-45 min. I’m currently watching the CuriosityStream channel if that helps. It has also done it when watching YouTube and Hulu. 

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NJB
Level 7

Re: My Roku Ultra keeps restarting

Did anyone ever find a solution to this? I've been having the same issue for a few weeks now and am considering trashing the device for something new at this point. It does it the most when I'm on YouTube but it will occasionally do it with HBO Go and Netflix. It took me an hour to get through a 40 min episode today because it kept restarting.

RobW
Level 8

Re: My Roku Ultra keeps restarting

I am getting this symptom with a brand new Roku Ultra in December 2020. Roku support is virually non existent. I dont know if I have a bad device or bad software. I am leaning towards the former.

NJB
Level 7

Re: My Roku Ultra keeps restarting

Seeing as you're the only reply since I posted this in June, I'll be doing some research to get something else and step away from this brand. Good luck to you!

MKH1
Level 7

Re: My Roku Ultra keeps restarting

I'm getting same symtoms with new Ultra that I just got in last few weeks. Sometimes it will drop back to home when I start an app. Other times it is just at a blank home screen with no apps (just a purple screen) and frozen when I switch to it, then reboots if I wait about 20 seconds. When I left it on screensaver for about an hour and walked in the room it just suddenly rebooted. I had done nothing. 


@RobW wrote:

I am getting this symptom with a brand new Roku Ultra in December 2020. Roku support is virually non existent. I dont know if I have a bad device or bad software. I am leaning towards the former.


 

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Vaper
Level 7

Re: My Roku Ultra keeps restarting

There was a software update yesterday that may have brought this on. I also have a new Roku ultra 2020 with the same problem. I wonder if anyone from roku monitors these message boards.

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RobW
Level 8

Re: My Roku Ultra keeps restarting

One would hope they monitor the forum if they are smart. Roku support was basically useless. After several days, almost a week, and some terse chat conversations they offered an RMA. We bought it on Amazon which was a much much easier process including immediately sending a replacement and free easy shipping. What I am suspicious of is a systemic problem and a replacement unit will not fix it. Stay tuned.

Maggie1069
Level 7

Re: My Roku Ultra keeps restarting

Our Roku ultra drops off despite master reset, software updates.  We have tried any trick out there but the problem persists.  We had an older Roku 2 and it has zero issues so it would seem it’s an ultra issue only.

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