Roku setup

[Wallace1]

For the past month or two, when I try to use my Roku devices (an Ultra and a Roku 3), I frequently (now almost always) have to restart setup, from “Pair your remote” on,  as though my devices are new. That includes entering my display and network preferences, and my Rokuu account credentials. After this, most of my channels will reload, but then, in the most tedious part of the process, I have to enter my user name and password for each of my subscription services. I have had both Roku devices for several years and have never had this issue. I can’t think of any change that I have made to the devices, my Roku account, or other parts of home network that could be causing this problem. A router reset has not solved the problem.

[RokuDanny-R]

@Wallace1 

Thanks for the post.

What Roku model devices are you using? In addition, how are you powering your Roku devices? Are they plugged into the TV USB port or are they plugged into a wall outlet?

Please keep us posted and we will be able to assist you further.

Thanks,
Danny

[Wallace1]

Per my post, I have an Ultra and a Roku 3. Both are connected to wall outlets with their original adapters. The past weekend was typical. When I tried to use the Roku 3 Friday evening, I had to setup the device as though it was new. After my channels were loaded, I had to enter my user IDs and passwords for Netflix, Disney, and Amazon, though not for Plex. I was able to use the Roku Saturday around noon with no problems, but, when I tried again in the evening, I had to start all over, beginning with language selection. Please help. This is extremely time consuming. It would be helpful if Roku had a facility to restore the system settings and preferences from a backup file.

[RokuDanny-R]

@Wallace1

Thanks for the follow up.

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, I'll be sure to pass it along to the appropriate team to investigate further.

Thanks,
Danny