Roku setup

[shtrdave]

Didn't know where to put this.

I had an older model box on a TV in a bedroom. It was probably 4-5 years old, don't remember the model.

Roku started sending me emails about upgrading it, I finally did a couple months ago and ever since it gives me issues. Bought a 4K+ Express

It will freeze or take a long time to start. A show may come on and either not play or have no sound, so I need to go back to the home screen and start over to get the show to play. It happens on several different apps.

Not sure what to do and Roku apparently has no support to contact or it is very difficult to find.

Any ideas other than sending it back to them and finding something else?

Thank you

Dave

[RokuNimfa-C]

Hi @shtrdave, 

Thanks for your post. 

We apologize to hear about your experience. Could you tell us how are you powering your Roku device? Is it connected to the USB port of the TV or to a wall outlet? In some cases, the USB power provided by the TV is not sufficient to power the device. Even though your Roku device may appear to be working, running with insufficient power can lead to instability, crashing, and other unpredictable behavior.

Using the included power cord and power adapter, we suggest plugging your Roku into a working power outlet in the wall. Powering it through a power outlet in the wall has the additional advantage that your Roku player will not need to power up every time you turn on your TV. This means your Roku player will be up and running faster than it would be connected to a TV.

Keep us posted. 


Regards, 
Nimfa

[shtrdave]

Yes it is plugged in to a 120v outlet using the adapter and  connected with and HDMI cable to the TV.

I found the old one it was a 3920X from the model number on it.

[RokuNimfa-C]

@shtrdave, 

Thanks for following up. 

Could you try to restart your router and Roku device and see if it helps? 

To restart your router properly, you may need to review instructions from your internet service provider (ISP) or router manufacturer. In some cases, you can simply unplug your router and plug it back in

And we would recommend doing the restart from the Settings menu by navigating to Settings > System > System restart.

If you the issue persists, try checking the status of the network connection of your Roku device by going to Settings > Network > About. The Status will either say “Connected”, or you will see a message that your Roku device is not connected to the internet. In some cases, a playback issue may be the result of a network problem. 

To help you further to troubleshoot the device, we suggest you visit our Support page: How to resolve a channel playback issue


Regards, 
Nimfa

[shtrdave]

I have restarted everything. It shows connected on the Roku.

I had no issues with the old player in the years it was in use.

This problem is not a constant one it may work well for several days and then act up.

it did install an update Version 12.0.0 Build 4184.

Will try it out and see how things work, or if the issue persists.

Thank you.

[RokuNimfa-C]

@shtrdave, 

Thanks for the response. 

We can see that you have the updated version of Roku OS. Try using the device with the updated version and observe if it helps resolve the issues you are seeing with the device. 

Keep us posted. 


Regards, 
Nimfa