Solving playback issues

[Nour160]

Hello, I have an Android box Roku Express 4K+. After updating it to version 14.0, some apps open and then close immediately. How can I fix this issue?

I use Roku express 4k+ 3941x

Please help me.

[RokuTakashi]

Hi, @Nour160 

Thanks for posting here in the Roku Community.

We appreciate you for letting us know about the issue you have encountered with your Roku device after updating to the latest software, and we're here to assist. Let's perform a troubleshooting step to address the issue at hand.

1. Press Home on your Roku remote.
2. Scroll and select Settings.
3. Select System.
4. Select Power. If you do not see a Power submenu, skip to the next step.
5. Select System restart.

If the issue persists after performing the system restart, we would like to gather further details so our team can investigate. 

To assist us in the investigation, kindly provide the details below:

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (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)
• Channel build version (This can be found by selecting the channel on the Home screen and pressing the * button).

Keep us posted on what you find out.

Best wishes,
Kash

[Nour160]

Thank you very much for your prompt response. Indeed, I have restarted the device several times, but the problem is not resolved.

I would like to reiterate that YouTube and Netflix open normally, but IPTV applications like IPTV Plus, and all other IPTV players do not open.

Here are the details about my device:

Model: 3941X - Roku Express 4K+
SN: X01600X4KFDV
Version: 14.0
Device ID: S07P2194KFDV
Tracker ID: DV-413-150
GC Version: 12.3.21
IPTV+: version 1.1 edition 10

Thank you for your assistance.

[RokuEmmanuel-D]

Thanks for keeping us in the loop, @Nour160!

We appreciate you providing all these details so that we can start the investigation. Rest assured that this will be forwarded to the relevant team for a thorough review and investigation. 

Could you also provide more specific channels that are affected by this issue? Is it only happening to the IPTV App? If the issue involves multiple channels, will you please enumerate all of them?  

In addition, what specific troubleshooting steps have you tried in an attempt to resolve the issue? 

We are grateful for your cooperation and understanding on this matter. We'll surely update this thread once a resolution has been provided. 

Please let us know if you need more assistance. 

All the best,
Emman

[Nour160]

Thank you for your response. Since I need the IPTV applications, those are the ones I installed, but unfortunately, they won’t open. First, I restarted the device, but nothing changed. Then, I reset the device to factory settings and reinstalled the applications, but still nothing.

[RokuEmmanuel-D]

Thanks for keeping us posted, @Nour160!

The detailed information is highly appreciated as it will give us a more in-depth understanding of the issue.

We would also like to request a short video clip of the incident that is crucial to foster the investigation.  

In addition, could you please tell us what audio codec these video files are?

We are thankful for your cooperation and looking forward to hearing from you. 

Thanks,
Emman

[Nour160]

Ok thanks,

Tracker ID: DV-413-150

I will send you video by mail.

[RokuEmmanuel-D]

We appreciate your prompt response, @Nour160!

Thanks for providing this information. The Roku team would also like to know about the audio codec of these video files. 

We would greatly appreciate it if you could provide us with this information.

Thanks,
Emman