Solving playback issues

[dnslaur]

I have the Roku Black Stick 3800 and I get frequent issues on playback.  Frequent buffering.  At first I thought it was my network, but I have had a Roku Express plugged into the same TV where the Stick was plugged in for several days now and I have not had the same issues.

It seems to occur across all apps, Netflix, Youtube TV, Peacock, Amazon Prime, etc.

Any ideas what the issue is?  I have several Roku Expresses with no issue.  I like the Express, but I can't connect to a 5Ghz network so it is limiting

[renojim]

The stick could be getting interference from the TV itself.  You can try the HDMI extension from Roku (https://my.roku.com/HDMI) or just pick one up for a few bucks online.

[dnslaur]

I already have the extension...

[RokuKariza-D]

Hi @dnslaur

Thanks for letting us know about the issue you're experiencing. 

Could you try setting up again your connection on your Roku stick? To do this, follow the steps below:

1. Press the Home button on your Roku remote.
2. Scroll up or down and select Settings.
3. Select Network.
4. Select Set up connection.
5. Select Wireless.
6. Choose your wireless network from the list of available networks. If you do not see your network, select Scan again to see all networks. After you select your network, enter the password.
   
   • Note: If a stronger wireless signal is detected and it shares the name of the network you selected, you may see a recommendation to choose the better network. Connecting to the recommended network is more likely to result in a reliable streaming experience.

For more troubleshooting steps, visit this Support article then scroll down to If you see poor video quality or rebuffering: How do I resolve channel playback issues?

Let us know how it goes!

All the best,
Kariza

[dnslaur]

I'll try this again later, but to let you know, I have done this....many many times.  It happens whether I am on my 5ghz or 2.5 ghz network.  Across all applications.  I think the stick is bad, to be honest, but it wasn't always bad.  It worked quite well for a year or so.

Is there someplace where I can send it to be looked at?  Or are they kind of disposable?

[RokuKariza-D]

Thanks for following up, @dnslaur

Please reply here with the serial number of the affected Roku stick so we can further help you out. It can be found at the back of the stick itself or by going to Settings > System > About. 

We'll keep an eye out for your reply.

All the best,
Kariza

[dnslaur]

SN: CT396F094702

Thanks!!!

[RokuKariza-D]

Appreciate the reply, @dnslaur

I have passed along your information and concern to our Support team. They will follow up and further assist you through email.

All the best,

Kariza