Solving playback issues

[Dduley416]

After the most recent update I cannot get apps to play back properly without freezing and every time I reset the Roku I have to reconnect the internet. Here is my information:

Model 3941X-roku express 4k+

Serial X01600JSS15U

Software version 11.5.0 build 4225-CR

Can someone help me please as it is a pain to use right now especially using Hulu live tv, it gets stuck on commercials and if you us FW or RW functions it also freezes.

Thanks,

Dustin

[RokuKariza-D]

Hi @Dduley416

Thanks for reaching out here in the Community!

Could you tell us how are you powering your Roku device? 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.

Let us know if there's any difference after.

All the best,
Kariza

[Dduley416]

I'm powering it with a wall outlet using the cord that I got with my Roku device

[RokuKariza-D]

@Dduley416

Thanks for the reply.

Please provide us with the following information for further investigation:

1. Does this issue occur on a specific channel? If so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
2. 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)
3. Steps to reproduce the issue you are seeing

Once we have the information needed, we'll be able to forward it to the appropriate Roku team to investigate further.

All the best,
Kariza

[Shrinker57]

My Roku just updated this evening and is having the same issue. I am sure as more people reach out they will realize they have a glitch in their update.  Mine is power through a wall outlet as well and all resets do not resolve the issue.  Very disappointing. 
UPDATE: I did multiple reset options this morning ending with having to to a factory reset; that seems to have resolved the issue.  

[RokuDanny-R]

@Shrinker57

Thanks for the post.

Can you please specify the issue you are experiencing? What are the steps to reproduce the issue you are seeing? What troubleshooting steps have you already taken to try to resolve the issue?
With more detailed information, we will be able to assist you further.

Thanks,
Danny