Solving playback issues

[Oldcoder]

My Roku Express keeps rebooting. It is so often, I can no longer watch a complete show/movie without the reboot interruption occurring multiple times. I tried replacing the device with another one I have and it made no difference. I have tried swapping all the connections, no good. Manually updated the software, reset my network.  I did not factory reset. 
How do I fix this…or is this something you need to correct?

[RokuEmmanuel-D]

Hi, @Oldcoder.

Welcome, and thanks for posting here in the Roku Community!

We understand that you're encountering unintended behavior with your Roku Express, which keeps rebooting. Rest assured that we're here to sort this out for you. 

Could you please let us know how you are powering your Roku? Is it connected directly to the TV, or are you using an adaptor to connect to the power outlet? 

If you're powering your Roku directly to the TV's USB port, you might need to connect it directly to the power outlet, as this could result in sufficient power that prevents your Roku from rebooting. 

If you still encounter the issue, please get back to us and provide the following information:

• Roku device model, serial number, device ID, and OS version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)

We are anticipating your prompt response. 

All the best,
Emman

[ElGee]

I have a ROKU 4670X and it is doing the continuous reboot. I've tried unplugging several times, disconnecting my TV from the HDMI port and unplugging my TV. Nothing works. At one point, the ROKU box went to a RESET mode and I had to added my login info and WiFi info etc. again but to no avail. It never reset.

Last night, I was watching MSNBC and it started freezing and then replaying about a 30 second long clip over and over. I've seen that before but it usually resolves itself after a couple of minutes. This time, it just kept going and would not stop.

[RokuEmmanuel-D]

Thanks for flagging this here in the Roku Community, @ElGee!

We truly appreciate your effort to resolve the matter on your end. We are here to review all of these and help you get back on streaming.

Could you please confirm if you are directly plugging your Roku into the power outlet? These issues may also caused by insufficient power. If not, we highly recommend trying to see if that improves your current situation. 

We also highly encourage you to provide all the additional details posted above this thread for a more thorough review. 

We are eagerly awaiting your response.

Kind regards,
Emman

[ElGee]

I am plugged in directly, not using USB power. The ROKU powers up but goes into the bouncing ROKU letters. That screen stays on about 1 minute and the light on the ROKU is flashing. After the minute, the screen goes black for about 15 seconds, the light stops flashing and the the TV displays briefly, "No Signal Detected" and then the ROKU goes back to the bouncing logo for another minute. This just keeps happening over and over and over.

I tried the HOME button, BACK button procedure but nothing happened. Not sure how I can access the device information since it won't boot. The info on the back of the unit:

Roku 4670X / FCC ID: TC2-R1016 / SN: KW99A4592576

[RokuEmmanuel-D]

Thanks for keeping us posted, @ElGee!

We understand that the steps don't resolve the issue. 

Have you tried changing the HDMI cables and the power adapter? It might also be helpful to test it on another TV or a different power outlet. If you haven't tried that yet, it could be a great way to see if it does the trick.

We hope to hear from you.

Thanks,
Emman

[ElGee]

That was a pain but it still didn't work. Exact same thing happened.

[RokuEmmanuel-D]

We appreciate your effort to resolve this issue with us, @ElGee!

Since the issue persists, we humbly request for the following information below:

• Roku device model, serial number, device ID, and OS version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
• Also, when did you start noticing this issue?
• A short video clip of the incident. 

We will forward this to the relevant team for further review and investigation. We can be one step closer to resolving this issue by providing these details. 

All the best,
Emman