Solving playback issues

[robburb29]

Following a recent update to my Roku Premier I’m now experiencing the same issue when opening all apps.

Please can you advise when a fix will be made available? 

Model 4629X 

Serial No YT001P167692

software version 14.1 build 7708-29

Tracker ID 92-505-238

hope you can help resolve this issue. 

Best regards,

Rob

[RokuEmmanuel-D]

Hi, @robburb29.

Welcome aboard! Thanks for sharing it here in the Roku Community. 

We're glad that you have reported this directly to us. No worries; we're here to get this sorted out so we can get you back up and running. 

Could you try the quick fixes below to see if this improves your current situation:

Reset your Wi-Fi or router

1. Locate your internet router and reset it by doing the following:
   1. Unplug it from its power source. Wait 10 seconds, then plug it directly into a power outlet
   2. Press the Reset button located on the bottom or back of the device and wait for a few minutes, then try loading content on your Roku device again
2. If you need help with this step, contact your internet service provider

Restart your Roku device

1. Press Home on your Roku remote
2. Scroll down 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
6. You can also reset your Roku device by unplugging it:
   1. Power off your Roku device
   2. Unplug it from its power source
   3. Wait 10 seconds, then plug it directly into a power outlet
   4. Turn it on and try accessing content again

Please let us know if the issue persists so we can further assist you. 

Best of luck,
Emman

[makaiguy]

@robburb29-

The post you replied to did not get carried along with your post on this $#@& forum software so we don't know what "same issue" problem or solution you're referring to.  Can you supply some more details that will help people give you a more targeted response?

[robburb29]

Thank you for the suggestions @RokuEmmanuel-D , unfortunately the issue with white loading window popping up each time I open app is still occurring after resetting my router and restarting this device, and as mentioned this is only happening since the latest update, and only on my Roku Premier device.  The two other Roku devices in the house are opening the apps working normally without the loading window popping up.

Please can you advise when a patch is going to be available to resolve this issue?

[robburb29]

Thank you for flagging this @makaiguy 

The original problem posted was as follows:

Loading when launching an app after the latest update

“Not sure if it's related, but since the update...I see a generic Roku pop-up (white box with purple border) every time I access an app that says "Loading......." (for about 2-5 seconds), rather than immediately launching the app.  It's like it's having to think about whether to crash or not.  I have two Ultras and this is only happening on the one that has updated to OS 14.”

These are the same symptoms I’m experiencing from which a router and device restart have not resolved.

[makaiguy · Accepted solution]

@robburb29-

What Roku version is shown on the "working" Roku?

In over 10 years of using various Roku models I've never seen what you describe.

If the suggestions from moderator @RokuEmmanuel-D don't correct the problem, the only thing I can think to suggest is to do a Factory reset on the Roku and set it up all over again as though it were a new unit. 

Factory reset is accessed via Settings > System > Advanced system settings > Factory reset.   

In the ensuing setup process link it to your existing Roku account (identified by email address) so that your existing channels and subscriptions will be reinstalled.

[robburb29]

Hi @makaiguy 

Thank you for the response. 

The version on all Roku devices is 14.1, so I went with the factory reset suggestion and all appears to be okay now. 

Thanks for taking the time to follow up.