Playback Issues - Audio/Video & Power

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mcmancuso
Level 8

Roku randomly factory resets (not just reboot, full reset, have to re-do setup when it comes on)

I'm experiencing random factory resets on my Roku Stick+, it factory resets randomly (sometimes when changing apps, sometimes just by itself when sitting).  USB power supplies provide plenty of power, I've tried 1a and 2.4a power supplies, as well as a larger one with multiple outputs that monitors the output voltage and amperage.  The only situation where it does not randomly factory reset itself is when powered through the TV USB (USB power turns off when the TV is off), which is not a good solution for me as it needs to be farther away from the TV than is practical to do that.  Model is a couple month old Roku Streaming Stick+

Follow-up, got a new Roku Ultra, EXACT same symptoms when plugged into the HDMI switch.  No other devices have issues, including other brand streaming boxes.

There's some fundamental problem with Roku devices and certain HDMI inputs that causes them to factory reset randomly.  Ultra resets about 30 minutes after setting it up, every time I get done.  Device freezes, (not in a particular app or anything, sometimes while still doing setup, sometimes in the home menu, sometimes when watching a movie or TV), then reboots, and starts the new device setup (Select Language, etc...)

Roku needs to address this.

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AvsGunnar
Community Streaming Expert

Re: Roku randomly factory resets (not just reboot, full reset, have to re-do setup when it comes on)

@mcmancuso 

If you are receiving the same symptoms with different Roku devices on the same TV, it is more likely that the problem is with your TV or your Power Supply. The power supply adapters should be 1A, 5V.  The amperage can vary a bit, but similar to fuses, bigger is not always better.  I do not know the true max ratings of these units, but these are what are generally provided with the units.

If you do not have another TV to test the Roku devices on, at least try using a different HDMI port and make sure to use the new HDMI cable and power adapter that came with the Roku.

Too often, users will use the new Roku device with the old cables and power supplies or a defective TV during troubleshooting, when, instead, you need to start eliminating the different causes that may be contributing to the issue.  Always recommended to use the new cables and power supplied with the unit.  If possible, try on another TV.

Additionally, try eliminating the HDMI switch you are using and plug directly into the TV and see if different result.  Again, try to start eliminating possible culprits.

I have seen a few reports that when the Streaming Sticks start to factory reset repeatedly, that is a good indicator that it may be a failing device.  Generally only way to extend its life is to interrupt the power supply (connect to TV power) so that it powers off with the TV, or try using the free HDMI extender from Roku if it is a heat issue.  Probably allows it to cool down as well. Depending on age of Streaming Stick+, may qualify for replacement.  https://support.roku.com/article/208757058

Roku Community Streaming Expert
Just another Roku user... I am not a Roku employee.
Insigna RokuTV, Ultra 4660x, Premiere+ 3921, Express 4k+ 3941
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mcmancuso
Level 8

Re: Roku randomly factory resets (not just reboot, full reset, have to re-do setup when it comes on)

Thanks for the ideas, I've already attempted most of them though, without success.

>The power supply adapters should be 1A, 5V.

I've tried the included adapter (Ultra uses a regular wall wart and barrel connector, not USB), and other adapters that meet the requirements, the issue occurs with any and all power supplies tried.

I am using the included HDMI cable, as well as other known good new HDMI 2.2 certified cables, the devices exhibit the symptoms with any and all cables tried, including no cable in the case of the streaming stick+.

The switch cannot be avoided, it's a $1500 matrix controller that is part of a large an expensive AV setup, it has no issue with any other devices, including several other streaming devices from other brands.  A direct connection to the TV is not an acceptable solution.

I have also tried providing direct cooling to the devices via nearby fan that keeps them physically at room temperature, not warm to the

Both devices are less than a couple months old, and the fact that both devices exhibit the same issue would suggest an issue with Roku software/firmware rather than failing hardware, unless it's common for multiple new devices to fail.

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RokuKariza-D
Roku Employee
Roku Employee

Re: Roku randomly factory resets (not just reboot, full reset, have to re-do setup when it comes on)

Hello @mcmancuso

Thanks for bringing this to our attention.

Please reply here with the serial number of the affected Roku device/s. It can be located by navigating to Settings > System > About or at the back of the device itself.

Once we have the information needed, we'll be able to forward it to our support team for further assistance.


All the best,
Kariza

Kariza D.
Roku Forum Moderator
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mcmancuso
Level 8

Re: Roku randomly factory resets (not just reboot, full reset, have to re-do setup when it comes on)

@RokuKariza-D 

The affected unit SNs are:

stick+: 225145089720

Ultra: s02a208jcup2

I did find a workaround to stop the resets, cloning an EDID from the TV to the matrix switch input connected to the Roku.  The issue seems to be connected to how the Roku queries EDIDs from connected equipment.  Incompatible EDIDs trigger a factory reset.  Just to be clear, this should never happen.

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AvsGunnar
Community Streaming Expert

Re: Roku randomly factory resets (not just reboot, full reset, have to re-do setup when it comes on)

@mcmancuso 

Good to hear that you have resolved your issue.

The contributing problem though is likely your switch.  This is really why EDID emulators exist.  In the description from a STARTech emulator, manufacturer describes as such also. "Because most video extenders or switches block EDID communication between your video source and display, EDID is often lost in transmission, limiting your video source's ability to output your display's native resolution."  https://www.amazon.com/StarTech-com-EDID-Emulator-HDMI-Displays/dp/B01FJYUEC0

Roku devices are pretty simple little plug and play devices intended for easy setup.  Even people that connect them to receivers may have to fiddle with some settings to get to work properly.  The more complicated/extensive a home theatre setup and switching devices between the source and client, the more things may have to fiddled with.

I think this is probably as resolved as you are going to get with the current technology of the Roku devices that meets the majority of users' needs.

The following article may interest you or others that find this thread re: EDID and HDMI as well as troubleshooting.  

https://www.firefold.com/blogs/news/edid-and-the-hdmi-handshake

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