Solving playback issues

[Rod427]

Is it possible to make the firmware downgrade optional for other Ultra devices?  My mother has a Roku 2020 which has been experiencing strange problems similar to those being discussed in the forum.  I just had her check and the firmware downgrade was not offered as an option.

[RokuDanny-R]

@Rod427 

Thanks for the post.

Can you please provide us with more information about the issue you are experiencing?

-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/build is the channel (this can be found be 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)
-steps to reproduce the issue you are seeing

With more detailed information, we will be able to assist you further.

Thanks,
Danny

[Rod427]

Sorry for the delay in responding.  I had my email client automatically filing the forum responses in a folder since there are were a lot of them and missed this message.

Model number: 4800X Roku Ultra

Serial number: X01000RA2504

Device ID: S02A20CA2504

Software version: 10.5.0 - build 4201-C2

This Roku device is at my 83 year old mother's house which is about an hour away.  I've got an older model which has not experienced the problem.  I've visited my mother twice since the problem started occurring and have only seen the problem happen once.  It went away after I cycled power on the Roku device.  She says it has happened on all 3 channels she watches - Amazon Prime, Acorn, and BritBox.  My mother is not terribly tech savvy.  While on the phone I've managed to walk her through the procedure to take a picture so to get the device information above but I'm not sure I'd be able to get her to gather meaningful information about how to reproduce the problem since it usually occurs during the day while I'm at work and don't have access to my Roku to help her navigate the screens.

I've seen another response which indicated that disabling the power off after 20 minute setting has prevented this issue for another user.  Is that worth trying the next time I visit her?

Thanks,

  Rod

[Rod427]

I stopped by my mother's house and found that her Roku's firmware had been updated to version 10.5.0 build 4208-C2 on December 10th.  She said the problem has occurred several times since then but she couldn't recall the details.  I tried to reproduce the issue to no avail.  I disabled the power off after 20 minutes setting as someone else on the forum indicated that seemed to get rid of their problem and it was something else my mother complained about.  Apparently she pauses the device when she gets a call and didn't like having to power back on after her call.

I tried explaining the procedure for gathering information after she sees the problem but I'm skeptical that she'll be able to do it correctly.

Thanks,

  Rod