As of 3/2/2020 I have been dealing with this problem for a week now. I did a system restart which corrected the issue but it came back 2 days later. Another system restart resolved it again and I left it off for a few days. I also emailed support.
My device is the ultra 4k device. The support response was excuse driven and lackluster. They blamed my hdmi cord, my tv, other devices connected (there are none) and the internet modem. When I explained all that I had tried (all but one thing on the list) they responded to try that one thing OR do a factory reset. I explained my disappointment in their reply and this product giving so much trouble when it's just over a year old. It's unacceptable. They said they thought my feelings were "unfortunate". I told them I would rather buy another apple tv device to replace this roku ultra than do a factory reset and have to re-install all my apps and then go in and type those emails and passwords again (it's a nightmare, you get it!)...
It's my opinion that there is something wrong that only they can fix and as suggested, maybe a software update would clear it. For me the issue just started a week ago so if there is a problem with the device itself, they should absolutely replace it. It could be a factory bug in the device if not a software problem that would be resolved with an update.
Either way, it's a huge disappointment as roku has by far been my favorite but it's not remotely that amazing that it's worth all this trouble.
