Solving playback issues

[ScentLady]

In my case, I got a high speed HDMI cable. I plugged the USB into the wall outlet that came with the device. I checked for software updates. (I was up to date). I rebooted the system. I even checked the connections. They wete fine. NONE of these fixes solved the problem. I'm using a 3930X Roku Express. Software version 11.0.0 build 4193-AE.

How do we fix this problem? 

[RokuDanny-R]

@ScentLady

Thanks for the post.

We would be more than happy to look further into the issue but need more details. Can you please provide us the following information:
-Roku device model, serial number, device ID, and 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 investigate and assist you further.

Thanks,
Danny