Solving playback issues

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crawfordmj68
Reel Rookie

Brand New Roku Streaming Stick Crashing

We just cut cable and purchased a Roku Streaming Stick today, and I was excited to set it up and convert my standard TV into a smart TV. However, after setting it up, I turned on a movie and started streaming, and about 30 minutes in, the Roku Streaming Stick started crashing and resetting itself.

The internet connection reads “excellent,” and the user interface seems to work fine (it’s brand new, after all!). It did feel a bit hot, so I’m wondering if it overheated or I’m just having it do too much out the gate. 

Has anyone dealt with something like this? Before returning it to the store, I’m curious if there are any helpful troubleshooting options. 

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8 REPLIES 8
HDMIGuy
Roku Guru

Re: Brand New Roku Streaming Stick Crashing

I would return for a new one.  What you described is not normal behavior for a Roku device.

crawfordmj68
Reel Rookie

Re: Brand New Roku Streaming Stick Crashing

Thank you. Have been thinking the same thing! 

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RokuKariza-D
Retired Moderator

Re: Brand New Roku Streaming Stick Crashing

Hey @crawfordmj68

Thanks for posting here in the Community.

If you are still experiencing the same issue, could you tell us how are you powering your Roku stick? 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. 

Let us know if there's any difference after.


All the best,
Kariza

Kariza D.
Roku Forum Moderator
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BillieAnnie
Roku Guru

Re: Brand New Roku Streaming Stick Crashing

Define what you mean by standard TV? A Picture tube TV? For the past 10 to 15 years all TVs are smart TVs. A smart TV just means it has built in apps

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crawfordmj68
Reel Rookie

Re: Brand New Roku Streaming Stick Crashing

Thank you for the response, @RokuKariza-D!

 

The Roku stick was powered via the USB port in my TV, and then of course connected to the HDMI port. Our TV is mounted fairly high (about 5-6 feet off the ground, and about 7 feed from the closest outlet), but there is an extension cord we could try to run to reach it. As it stands, the Roku stick simply won’t reach the closest outlet on its own AND the HDMI port on the TV, but can try with the extension cord. 

Could there be any other issues that could cause this? Perhaps not enough memory on the stick or it potentially overheating (it was warm after running it). If it helps, I was able to stream a 15-20 minute show and play around on the menu/channel page and it worked fine, but when attempting to stream a movie (I tried two different films), it consistently crashed and reset itself. 

Thanks for your help! 

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crawfordmj68
Reel Rookie

Re: Brand New Roku Streaming Stick Crashing

It is a flat screen Sony TV made around 2013. Not the best photos, but here it is for reference. I can vouch that there are no built in apps. BDDE64D5-1EA4-4CDC-B610-303B3FCC6CB7.jpeg

 

AA5AB7A4-C039-4B16-8C2A-1B4CD6986090.jpeg

 

@BillieAnnie wrote:

Define what you mean by standard TV? A Picture tube TV? For the past 10 to 15 years all TVs are smart TVs. A smart TV just means it has built in apps


 

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Tivoburkee
Community Streaming Expert

Re: Brand New Roku Streaming Stick Crashing

I would go with surge protector with long power cable, I like the ones from Tessan:

 

 

Amazon.com: Power Strip with USB, TESSAN Desktop 5 Ft Extension Cord Flat Plug with 6 Widely Spaced ...

 

Let it be the only cable going down the wall. 

 

Edmund
Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
If you appreciate my answer, maybe give me a Kudo.

I am not a Roku employee.
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cwcheese
Roku Guru

Re: Brand New Roku Streaming Stick Crashing

It very well might be an overheating problem, if you have plugged the streaming stick directly into the HDMI port on the back of your Sony; if your TV is like many others of that vintage the HDMI port will leave the stick almost flat flush against the back of the TV with little room for airflow.

What I do with my streaming stick+ is use an HDMI female-female coupler attached to the end of a 6 ft HDMI cable, plugging the stick into the coupler and the other end of the cable into the TV. This lets me keep the stick well ventilated since it isn't up against the TV any longer. In this configuration, you could use the power adapter since it is now 6' down from your TV on the wall. (full disclosure: I use the USB port power on my RCA TV without any problem)

don't call me expert, just a long time Roku user that seen a lot of things
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