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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debjackson
Level 7

Re: introducing Roku OS 10.5 screen frozen and won't respond to remote control

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How do I fix this issue if the screen is frozen?  I need for someone to walk me through.
D Jackson

Bisquick
Level 8

Re: introducing Roku OS 10.5 screen frozen and won't respond to remote control

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I have 5 Roku devices - 2 3810x-Roku Streaming Stick+, 1 Roku Ultra, 1 4230x-Roku 3, and 2 4210x-Roku 2.  Of all these, only the 2 Roku 2s are effected by this update.  The symptom is when they are left alone for several hours, the screen freezes and unplugging and rebooting solves this issue until the poor babies are left alone again. I have tried this on multiple tvs with these 2 guys and the symptoms are the same.  I hope there's either a fix or a reversal for this OS 10.5.

oldman3
Level 7

Re: introducing Roku OS 10.5 screen frozen and won't respond to remote control

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I have tried to unplug power, wait and plug back in, replace batteries and pairing the remote. When the remote does not work, there is no way to get out of the home sceen. I have upgraded my internet service with out results. I have one stick next to the router that works, one that buffers and one that is useless.

Rob21
Level 7

Re: introducing Roku OS 10.5 screen frozen and won't respond to remote control

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Super frustrating - Roku still has not solved. Screen remains high jacked. 

lindente
Level 7

Re: introducing Roku OS 10.5 screen frozen and won't respond to remote control

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Followed your instructions for unplugging and then plugging back in.  Gets the Roku animation and then it goes to the screen with options in the left and channel icons on the right, but it is frozen and remote doesn't work.  What do we do?  I'd this can't be fixed what do we have to buy to be able to access Roku and will you give us a rebate on the equipment we own that you have now rendered useless?

AvsGunnar
Community Streaming Expert

Re: introducing Roku OS 10.5 screen frozen and won't respond to remote control

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@lindente 

Try using the official mobile Roku Remote available in the Play Store/Apple Store and see if you can navigate your Roku again using phone/tablet.

For what its worth, across some of my Roku devices, I have to occassionally pop out the batteries and put them back in to get the remote responsive again. (swap left battery to right, etc).  Sometimes, just have to whack the remote in your hand also.  Primitive, but effective.

Roku Community Streaming Expert
Just another Roku user... I am not a Roku employee.
Insignia RokuTV, Ultra 4660x, Premiere+ 3921, Express 4k+ 3941
Sabu
Level 7

Re: introducing Roku OS 10.5 screen frozen and won't respond to remote control

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Apparently, you didn’t disable the introduction screen hard enough because it’s still showing up 2 weeks later. 

lstewman
Level 7

Re: introducing Roku OS 10.5 screen frozen and won't respond to remote control

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11-27-2021.  Experiencing same issue.  Tried solutions described here, to no avail.  Instructions said to let you know . . . . . . 

MsHeard
Level 7

Re: Ustuck on the New Feature screen

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I have 3 Roku boxes and 1 Roku TV.  The Roku TV had no problems but the 3 boxes did.  I initially unplugged adapter from the device, at least 4 times.   Didnt work.  Then I unplugged from both the device and the TV.  Waited a couple of minutes and plugged back in to TV first, then the device.  The Roku reset and works fine.  Tonight my boyfriend called and his is not working, so hoping it works for him.  One further comment I have is Roku really failed a lot of its customers on this issue.  I will not recommend them in the future.  This problem went on far too long, and they continued to push back by asking for info not needed.  If they really thought this was a problem specific to a specific device, Well, I have no faith or trust in their knowledge base.  Next update may be worse!!

Tallman64
Level 8

Re: [OS 10.5] Screen frozen on "Introducing Roku OS 10.5" and remote not working

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Same problem stays frozen after unit turns off and try to use again light will dim on unit so it is seeing the remote. Worked perfectly up to update ,only way to get going again is to pull plug and wait 20 seconds or so and plug back in.