Solving playback issues

[herbdotson]

Last night Roku said it needed to update, so clicked update right now.   Waited for it to finish the update and everything looked just fine till I went to youtube and clicked to watch the news and program started playing audio, but there was no picture, just a black screen.  backed up and all the programs appeared on the screen so picked something else and same problem.  Went back to the home page and tried to watch something there, but no picture, just sound.  I restarted Roku and it kept crashing, started loading again then crashed.  That happened several time till it finally went to the home page, but nothing would play any video, just audio.  I disconnected the power for 30 seconds or so, still no change.  It has been crashing a lot since the last update a couple months ago or so, but when it finally would start working everything at least worked like it is suppose to.  Just checked it again today but no change.  How can I re-update it and see if that will fix the problem.  Somehow the computer is corrupted or something.  What do I do now?

Scott

[RokuEmmanuel-D]

Hey, @herbdotson.

Thanks for reporting this!

You mentioned that there had been an update before this happened; just to double-check, can you share the latest software version of the Roku device (under Settings > System > About) so we can take a look? 

In the meantime, try rebooting the Roku device and see if there's any improvement.

Keep us posted!

Roku Community Team

[herbdotson]

Thanks for your quick response.  I am using a Roku Express 3930RW, and the Software version is 14.5

The unit worked great till the update before this one, and after that update it kept loading up and then crashing and starting over.  That could go on for sometime. Sometimes you would get to the home page and click on a channel and it crash and start over.  Eventually it would work properly, but still often crash.  This time was similar, but when It finally loaded up and I went to Youtube, that is when I found I had no video.  It was the same everywhere I went and tried to watch.  The common link to my problems have been the updates!  

I have restarted it many times hoping that would somehow fix the problem, but to no avail. I finally give up and just listened to the News since I couldn't see anything!

Thanks again for your help.

[RokuEmmanuel-D]

Thanks for the update, @herbdotson.

Could you share the details about the Roku Express? That’d help us look into this more.

• Roku device model, Device ID, and Serial Number, Software version (It can be found in Settings > System > About)
• Tracker ID (Press Home five times then press Back button five times)

Your cooperation is much appreciated!

Thanks again,
Roku Community Team