Solving playback issues

[Rongp123]

After entering an app about 5 minutes later it will kick me out of the app and return to the home screen the roku doesn't shut down it's never done this before we've had it for almost a year and it just started doing it the other night I tried resetting the bandwidth and everything nothings working

[AvsGunnar]

 If just one or two, remove the app, do a System Restart, and reinstall the offending app.  If it is doing it with "every" app, then maybe just start simple and progress upwards. 

1. From within Roku, do a System Restart. (Settings...System...System Restart)

2. Make sure your Roku is up to date. (Settings...System...System Update...Check Now)

2. Unplug your Roku for a while.  (Have seen increasing # of posts indicating this solves a lot of unexplained problems.)

3. Do a Factory Reset of your device. (Settings..System..Advanced System Settings..Factory Reset)

See if any of the above helps you out and post back whatever steps you have taken if still having problems or if a particular step worked for you.

Also include your Roku model Number.  More detail the better when troubleshooting.

[makaiguy]

One more thing to check:

Is your Roku device powered by plugging it into a USB port on your television? The ports on many televisions only supply 0.5 amp, which is not enough to power a Roku reliably.

It is recommended that you power your Roku device via the power adapter that came with it, plugged into your house power. If you no longer have the USB power adapter that came with your device, you may have another one handy from another device that can be used -- just make sure the tiny print on it confirms it has a 5 volt dc output of at least 1 amp.

[Jk47586]

Im experiencing the exact issue   The roku tv worked fine for a little over a year , now it stops streaming after 5 minutes or so and goes back to the Home Screen.  These TVs ARENT CHEAP!  This should not be happening!  It seems hundreds of people are experiencing the same thing. 

[RokuDanny-R]

@Jk47586

Thanks for the post.

If you are unable to resolve the issue, can you please provide us the following information:
-Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
-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)
-steps to reproduce the issue you are seeing

Once we have this information we will be able to investigate further.

Thanks,
Danny

[ps3]

I am having the same problem. Roku Ultra LT. Device ID 04607F608553. Connected via Ethernet. Happens consistently with YouTube, PBS and Apple TV apps. YouTube crashed repeatedly recently. Did system restart. Problem continues but usually resolves after restarting app after one crash.

[RokuKariza-D]

Hey @ps3

Thanks for reaching out!

Have you tried removing one of the affected channels then re-install it? If not, we suggest giving it a shot. To ensure the process is successful, make sure to restart your device before adding the channel back in. We would recommend doing this from the Settings menu by navigating to Settings > System > System restart > Restart.

For detailed instructions, refer to this Support link: How do I resolve channel playback issues?

Let us know if there's any difference after.

All the best,
Kariza

[ps3]

Hey Kariza thanks for the reply and suggested fix. From the home screen I selected a channel and deleted it did a system restart and reinstall of the channel. Opened the channel and after a few minutes experienced the same problem. For further clarification, this happens with the first channel I open when using the device to watch programming. After the initial crash, the problem usually doesn't repeat with the same channel opened, or other subsequent channels opened. I also tried a channel I hadn't used before and had the same result. Device and channel versions are up to date.

[RokuKariza-D]

@ps3

Appreciate the details. 

For us to isolate the cause of the problem, please reply here with the information asked by @RokuDanny-R above. We'll be able to assist you from there. 

We look forward to your response.

All the best,
Kariza

[ps3]

Model 4662RW Roku Ultra LT

Serial # YJOOFF608553

Device ID 04607F608553

Software 10.0.0 Build 4209-46

This issue happens on Apple TV (V8.0 B119), YouTube (V2.21 B94005087), PBS (V5.0 B5), Paramount Plus (V6.1 B 20211006). It has also happened on other channels I have tested.

Issue Report Tracker ID 53-420-546, 53-420-551

Steps to reproduce issue.

1. Turn on TV

2. Select home screen

3. Select channel

4. Select show to watch and press play

5. Show will began to play and stop usually within a minute and return to home screen.

6. Select channel

7. Select show to watch and press play.

8. Show will play without issue, however I have had several repeat crashes on YouTube, Apple TV and PBS

9. After watching program without issue select another channel and repeat steps above. This channel usually plays without issue.