Solving playback issues

[Kimssosilly]

I've done these exact steps at least 5x. NO CHANGE ! 

So I went out and purchased a new Roku unit this evening. But now after reading all these comments I will be returning it first thing tomorrow and purchasing something new obviously not roku! Thank you all for your time. Merry christmas!

[chjames]

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@Smarttv123 wrote:

This worked for me. Got it from Roku Customer Service.

Please turn the Bandwidth saver off by going to Home->Settings->Network -> Bandwidth saver off.

Please do a Network Reset by going to Home->Settings->System->Advance System Settings->Network Connection Reset->Reset Connection. 

Please connect to internet by going to Home-> Settings ->Network->setup connection->Wireless.   

Please do a software update by going to Home->Settings->System->Software update->check now.

Please do a System restart by going to Home-> Settings ->System ->Power ->System restart.

Please do a Channel update by highlighting the channel and * button->check for updates

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am also facing the same issue is it because of a third party app am using to boost the volume.

[JayGuerette]

Model 3810X

Serial # YH005L546925 (c13895546925)

Software version 12.5.0 build 4178-50

GC version: 10.4.37

Started 8/Dec/2023

Every app exhibited the same problem: went to the home screen after ~3 minutes.

Tried disabling bandwidth saver, screen saver, etc.

Performed a factory reset 9/Dec/2023, temporarily resolved problem

Started again 11/Dec/2023

I have another identical device in my house, on the same WiFi, that hasn't had this problem.

I reproduced the issue and captured the ID# 25-496-269

[JayGuerette]

I would like to add to my comment above: I've had both of these devices for 5 years, and they've performed flawlessly during that time. This is the first issue I've had.

[mill2005]

Still having the issue with every channel I go to. After 5 minutes, the channel goes to the home screen. It just started having the issue today 12/11/23.

[RokuERey]

Hi Community users,

Thanks for sharing your experience about this, and welcome to the Roku Community!

We would suggest connecting your device to an alternative network like a mobile hotspot to see if there are any differences.

If the issue persists, please also share with us the information requested about this.

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• 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).
• Channels you're having an issue with.

Please keep us posted!

Thanks,

Rey

[Fixtv]

With respect.. when does it not happened??

Literally every 5 to 15 minutes.  Truth.

Oh I forget.. serial number. 5 times forward.. by this time. It takes me back to home screen. 

Hummm been asking for help what st least a month now.. work 13 hours a day, eat want t watch little tv.. then do what you ask. 

[JayGuerette]

You're saying

"We would suggest connecting your device to an alternative network like a mobile hotspot to see if there are any differences."

I have 2 identical devices on the same WiFi/nework, and only 1 of them is having this problem. It is *not* a network problem.

[JayGuerette]

New occurrence:

Timestamp: 2023-12-12T03:15:40Z

ID: 25-496-995

We noticed that nothing happened as long as we were pushing buttons on the remote: about 15-20 minutes in our case. Once we selected some content, and stop pushing buttons, within a few minutes it went to the home screen.

[Kimssosilly]

You are absolutely right! Me too! I keep hitting the pause button and as long as I do that every few minutes, the show doesn't go back to the home screen. But as soon as I forget to hit pause every few minutes, we are back to the same old thing and on the home screen.