Solving playback issues

[Nivlak12]

ETA: Purchased new Roku. Old one must've been faulty. New one works like a charm. 

We have tried resetting, checking network connection, checking for updates on Roku and the app we're trying to use. Nothing. It will work great every once and a while and even play shows back-to-back. But, 9 times out of 10 we can't start an episode on any of the apps. It just loads to 99%, freezes, and self restarts.

We found a post on Reddit to change the Roku Channel (1, 6, or 11) and turn the WPS off. Didnt help. I am at a loss. 

[Streamer317]

How old is your Roku? If it’s under 12 months then it’s covered under warranty. Is this happening on all channels? Netflix? Hulu? Did you try it on another TV? Your Roku is dual channel. It will work on 2.4 and 5.0. You can try a factory reset. The post you saw was probably for Roku express. You have the Express 4K

[Nivlak12]

It happens on Hulu, Disney+, HBO, Peacock, Roku Live, and PBS. All the ones that we use. This Roku was purchased from Amazon a month ago. Could it still be old even if recently purchased?

[Streamer317]

Why don’t you just return it. Return it through Amazon. Go to Best Buy, Target or Walmart and buy a NEW Roku Streaming Stick 4K. Did you buy your Roku off Amazon from a 3rd party seller? Refurbished?

[Nivlak12]

I have no idea, as it was a gift.

[Nivlak12]

Are sticks supposed to be better?

[Streamer317]

 I chance how fast is your internet? Do this. Go to the network settings in your Roku and run a check connection. What does it say for signal strength and speed? 

Sticks are definitely better that’s why they are more expensive. Plus they are smaller and portable 

[Nivlak12]

Everyone we check the Roku connection, if says "Excellent." I was just watching Roku live and it worked seamlessly for like, 5 episodes. I went to watch something else on IMDB and it just crashed. Guess we could factory reset and if it doesn't work, buy a stick.

[Streamer317]

Run a check connection test. After it shows a speed test. What are the results? Should say something like 40 Mbps or higher. If it was a gift contact who gave it to you. 

[AvsGunnar]

@Nivlak12 

When you say crashed, your Roku device may just be losing connection with your network. (could be a simple network setting, a strength issue, or an internet speed issue.)  Could also be a device issue, but usually save that - and factory resetting for the last step.

If restarting both the Roku and the Router seems to resolve the issue (and lets you stream a few episodes, but then crashes again), it is most likely that some auto settings in your router are switching to incompatible wireless channels and causing the disconnection.

Since you know how to access your router settings, try configuring your settings to these recommended/default settings and see if your connection stabilizes.

2.4 GHZ BAND

1. Radio is On/Enabled
2. SSID (network name) is On/Broadcasting
3. Network Mode/Protocol is set to b/g/n (Mixed Mode)
4. Bandwidth/Channel Width is set to 20mhz
5. Wireless Channel is set between 1 and 11 (preferably 1, 6 , or 11). Try changing and using different channels. Roku cannot see or use 12,13,14.

* Restart both your Router and your Roku after making above changes.

5.0 GHZ BAND

1. Radio is On/Enabled
2. SSID (network name) is On/Broadcasting
3. Network Mode/Protocol is set to N/AC
4. Bandwidth/Channel Width is set to 20mhz or 20/40 mhz
5. Wireless Channel is set between 36-48 (low frequency band) or 149-161 (high frequency band). Roku cannot see or use channels 52-140 (DFS Channels) which an Auto Setting may be choosing. If your router allows you to Disable DFS Channels, then an Auto Setting may be used after successful troubleshooting.

Restart both your Router and Roku devices(s) after making the above changes.

Post back with an update or if you need more help. Include your router model number and ISP. (internet service provider) as additional or model specific troubleshooting instructions may be available.