Solving playback issues

[Tstables]

I have a 3930x Roku model.  last 24 hours all my streaming channels revert back to the home screen and then try to add a new channel.  I have unplugged the Roku device, modem, and wi-if router for 10 minutes, plugged all back in and tried again. The problem persists.   It’s as if someone has remote access to the device but no other devices in the home.    Suggestions, fixes, anyone from Roku support able to contact me?   Thanks.  

[RokuJohnB]

Hi @Tstables,

Thanks for posting in the Roku Community!

We understand that you're having a problem with your streaming channels since they will revert back to the home screen or main menu of Roku. We would be more than happy to look further into this issue, but we will need more details. Can you please provide us with the following information:

• Roku device model, serial number, device ID, and 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 or build is it? (This can be found by 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, and provide us with this ID).
• Steps to reproduce the issue you are seeing

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.

Best regards,

John

[Tluu]

I am having the same issue. Please let me know how I can contact you with necessary info. Thank you. 

[RokuTakashi]

Hi @Tluu,

Welcome to the Roku Community!

Could you please tell us more about the issue you're having with? What channels are the most affected? Also, What troubleshooting steps have you taken so far, and what are the actions to reproduce the issue?

Providing the following information will enable us to have a better understanding of the issue.

All the best,
Kash

[delbie01]

I have a similar problem in that my subscription channels won't play. I can load the channel, but once I select a program, the video won't play. 

Here is the info you requested in response to someone else: Model 3800X Streaming Stick. Serial YF00C7090658, ID CT37AC090658. Software 12.0.0 build 4186-55

Subscription channels BritBox and Hallmark Movies and Mysteries both version 9.3 build 10.

Thank you for your help,

Deb

[RokuTakashi]

Hi @delbie01,

Greetings, and welcome to the Roku Community!

Thanks for bringing this to our attention. We may need some additional information for us to understand the issue better. Are you accessing the affected channel through The Roku Channel or the stand-alone app? Also, when and how did you first notice the occurrence of the issue?

With more detailed information, we'll be able to assist further.

All the best,
Kash