I just replaced my Roku streaming stick with the 2020 Ultra. So far I love it except for an issue I have encountered. The last two nights while watching a show I have tried to pause it. The screen turns black but the sound and playback continues. I have tried to pause with both the remote and the mobile app remote. The same issue happens. The only way I can stop the playback is by hitting the back arrow. Anyone else have this problem and know a solution?
Does this happen on one particular channel?
When problems are confined to a particular channel, it may be that the channel installation has gotten corrupted. A reinstall may fix the problem, so give it a try. Remove/reinstall procedure:
I’m having the same issue, I thought maybe I got an ultra with a glitch in it so I returned it and got a new one and my new one is doing the same thing on the Fubo app
It's a known issue and it's been discussed in other threads. it appears to be a software glitch that only affects the 2020 Ultra. Earlier models don't have the problem. Roku has been quiet on the issue. They will keep asking questions about model numbers and serial numbers and giving instructions on resetting which don't help. A brand new unit out of the box using any streaming service will have this problem and shouldn't. You just have to live with it or get a different model of wait for a possible update from Roku.
Roku if I'm wrong, please correct me.
This is the response I received from roku in regards to my email about the pause issue “”Thank you for contacting Roku customer support. I understand when you pause the content while playback, the display turns black, but the audio keeps running.
Please help us with the following details to investigate and isolate the issue:
Display setting that was selected
Thank you for choosing Roku. Have a great day!”””
I use the remote from my older Roku for pausing and restarting and it works. Very irritating to have this issue with a brand new Roku. I hope they come up with a solution.
Thanks for the posts.
We would recommend checking for a manual update on your Roku device to download the latest OS and see if your issue is resolved.
For more information about how to check for a manual update, visit our Support page here: How do I update the software on my Roku® streaming device?
Please keep us posted what you find out.
Checked for update this morning.
Downloaded and installed Roku update.
Pause issue seems to have been resolved by update.