Solving playback issues

[RyanTabone]

My 4k streaming stick keeps turning off as soon as I play any video stream. It reboots and starts up again. Sometimes it restarts multiple times before I can do anything.

I have tried plugging into the wall using the adapter provided in the box. I have done a factory reset. I have ensured adequte ventillation. I have turned off bandwidth saver. All to no avail. The roku was working perfectly for over a year, and this problem started happening a few days ago and the roku is now unusable because of it. 

How do I fix this? Is it a hardware issue?

[RokuJharra-Q]

Welcome to the Roku Community, @RyanTabone!

We appreciate your effort in reporting this issue to us, and we're here to help.

Before we proceed, we would like to know if your Roku Stick is working on a different TV. Have you tried plugging the device into a different HDMI port? Also, when did this issue start occurring?

We look forward to hearing from you and looking closely into this issue.

Thanks,
Jharra

[RyanTabone]

I have tried it in different HDMI ports on the same tv and got the same results. I just tried it on a different TV and it seems to be working.

[RyanTabone]

I can try, but it doesn't seem likely that the issue is with the TV. All 3 ports on the TV have this issue with the Roku. It also worked perfectly for well over a year and only started acting up after the most recent roku update. Nothing about the TV has changed. Does roku no longer work with older LG model TVs?

[RokuJharra-Q]

Hi @RyanTabone!

Thank you for keeping us informed. We would like to investigate this issue further.

To assist us in resolving this matter, could you please provide us with the following information:

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

We look forward to your responses and gathering your details.

Thanks,
Jharra

[RyanTabone]

Hi,

I responded by email a while ago, not realizing I should have posted here. The info you requested is:

Model: 3820CA - streaming stick 4K
Serial: X01700F1CK5S
device ID: S09142A1CK5S
OS: 13.0.0 BUILD 24056-CU
tracker ID: 5S-237-693