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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Sassyb
Level 7

Re: My apps keep turning off

My roku express is doing the same thing. Were you able to fix this issue? 

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Skyblu
Level 7

Re: My apps keep turning off

We just left it unplugged from everything for a day and it fixed itself @Sassyb 

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Cottonte
Level 7

Re: My apps keep turning off

So I have two Roku express devices and I’m experiencing this problem with both. All apps play for about 5-10 mins then go back to Home Screen. The device does not power off just goes to home. I have tried the devices on two TVs. Have done hard and factory resets. They are plugged into outlet in the wall and have tried different bases and outlets. I am getting an issue ID of UN-118-029

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RokuDanny-R
Roku Employee
Roku Employee

Re: My apps keep turning off

@Cottonte

Thanks for the post.

If you are still unable to resolve the issue after plugging your device into a wall outlet, can you please provide us the following information:
-Roku device model
-serial number
-device ID
-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 be 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)
-steps to reproduce the issue you are seeing

Once we have this information we will be able to pass it along the appropriate team to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Cottonte
Level 7

Re: My apps keep turning off

Model 3930RW - Roku express 

Serial # X00400SS2MUN (S013208S2MUN)

software version 9.4.0 build 4200 AE

Issue ID UN 118 029

it occurs on all channels (Roku channel, Disney plus, Hulu)

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RokuDanny-R
Roku Employee
Roku Employee

Re: My apps keep turning off

@Cottonte

Thanks for the post.

I've passed along your information to the appropriate team to investigate further. Once more information becomes available, I'll be sure to update the Community.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Sassyb
Level 7

Re: My apps keep turning off

I'm still having issues with my Roku. It's like it has a mind of it's own. It goes back to the home screen or starts other apps on its own.

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RokuDanny-R
Roku Employee
Roku Employee

Re: My apps keep turning off

@Sassyb

Thanks for the post.

Can you please provide us the following information:
-Roku device model
-serial number
-device ID
-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 be 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)
-steps to reproduce the issue you are seeing

Once we have this information we will be able to pass it along the appropriate team to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Sassyb
Level 7

Re: My apps keep turning off

Okay. Will do. Thank you!

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