Solving playback issues

[Summuus]

Nov 1, 2024

Device type: Roku Ultra

Serial number: X028000E7524

This one is a replacement from a 3 week RU that crashed... this new one here crashes also! It's like there's some kind of odd memory leak. They crash at the stupidest times too... MOSTLY from just exiting the screensaver OTHERS like a hard back to HOME from like YouTube or Streaming service. It is extremely ANNOYING! Where is the quality control Roku? 

I have a latest 80" Sony Brava TV that supports EVERYTHING. External Inputs are all setup properly to Dolby Vision. I have HDMI 2.1 that support the best in Dolby Vision. This problem is NOT on my end.

PLZ fix your Firmware!

Thanks

[RokuTakashi]

Hi, @Summuus 

Thanks for posting, and welcome to the Roku Community. 

We appreciate your willingness to share this information with us. Our team seeks to obtain additional details regarding the issue in order to assist you effectively in addressing it. We kindly request you to provide the information below:

• On what channels/apps does the issue occur and how does the issue be reproduced?
• 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).

The information we gather from you is significant to the reviewing of this issue. Further investigation will be conducted.

We hope for your response.

Best wishes,
Kash

[dmurph]

I returned my 4850 and went back to my stable 4660x... what a nightmare the new Ultra & RokuOS is right now. 

The only way they'll get the message is if you vote with your dollars.

[dmurph]

They're just going to ask you to provide some info then ghost you... look at all the other threads. The pattern is obvious 😞 

[RokuTakashi]

Hi, @dmurph 

Thanks for posting here in the Roku Community.

We appreciate you for taking the time to share your experience with the new Roku Ultra. Your feedback is invaluable to us, and we are committed to using it to enhance the streaming experience.

To gain a more comprehensive understanding of your situation and any issues you may have encountered, we kindly request that you provide us with the following details:

• What Roku OS version was the Roku Ultra running?
• What specific behavior does the issue exhibit?
• How does the issue be replicated? 
• Did you perform any troubleshooting steps, such as restarting the system, to see if they improved the issue?

These details will be the basis of our review so we can continue to address and improve the Roku streaming service experience.

We would be glad to hear a response from you and appreciate your cooperation.

Best wishes,
Kash

[PsuedoRandom]

It is a bug and is easily reproducible ...

I have done all of the power setting settings,  restarts of all TV's and Devices,  I have tried all different resolutions on both the Roku and the TV just in case something wasn't playing nicely there, Uninstalled and reinstalled multiple screen savers  ( I have 2 2024 Ultra's and both do this ), it happens if device is connected via wifi or wired/ethernet ,  with wall paper animations on and off etc...

I have messed with just about every permutation between the TV and the Roku that one could do...  There should be no reason why your lower support teams or anyone internally can't reproduce the issue...

I do have the new voice remote and do not have any pervious remotes to try and see if the connected remote/device makes a difference but as stated above both of my 2024 ultra's have the issue and both have only been using the new remote they came with.

[RokuTakashi]

Hi, @PsuedoRandom 

Thanks for posting here in the Roku Community.

We appreciate you for letting us know about the issue you have encountered with multiple apps that crashed as well as the screensaver, and we acknowledge the troubleshooting steps you have performed in an attempt to resolve the issue. Our team would like to investigate on this matter further and we request your cooperation in providing 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)
• Photo or video referring to the issue.
• Specific behavior of the issue.

The details we gather are significant to our investigation, as we'll conduct an in-depth review of the issue and provide an effective resolution. 

We hope to hear your response.

Best wishes,
Kash