Solving playback issues

[JWS9518]

Same issue here with my Roku Ultras, I have 5 of them.  Since the latest OS update to 14, I am having random reboots.  I am sure it is a bug in the firmware.  

Another bug introduced is when opening certain apps (Such as Spectrum TV) for the first time on any particular day, the app closes and the roku goes back to the home screen.  Opening the app the second time and it is normal.

There needs to be a bug report feature or an easy way to report these bugs.  Your beta testers are missing issues before you release it.

[RokuJohnB]

Hi @JWS9518,

Thank you for your first post here in the Roku Community!

We'll be delighted to investigate further this issue you had with the Roku Ultras. When you try to launch any channels, it reverts back to the home screen. Can you please provide the following information below?

• How far is your Roku device from your network router?
• Did we recently make any changes to your network or network provider?
• Do you have cellular data so we can try connecting your device to your hotspot?

In the meantime, you may check out this support article here on how to resolve a channel playback issue.

Please keep us posted on what you find out.

Regards,
John

[JWS9518]

John:

This started with the most recent update to OS14.  There are two issues. 

1) My Rokus randomly reboot and restart.   This has occurred on more than one of my devices.  I have 5 Ultras.  I have currently followed the advice of customer support and unplugged power for 30 seconds to see if that fixes anything.  Since it is random, I am waiting over the course of this week to see if there are any reboots.  So far, in the last 2 days, this has not happened.

2) This is with the Spectrum TV app.  This also started occurring since the last OS update to 14.  When I initially attempt to open the Spectrum TV app on the Rokus, it starts to open the Spectrum app, but then goes to the Roku Home screen.  On the second attempt at opening the Spectrum app, the app works as normal.   Again, only started doing this after OS14 update.  I have not noticed this issue with other apps yet. 

To answer your questions.   My primary Roku is hardwired into the router.  The 3 of the other 4 Rokus are wi-fi in various locations of my home.  The other is hardwired into an Orbi satellite.  There has been no network change, and I don't believe that the network is responsible this issue. 

This is strictly a Roku firmware/app issue because the Roku functions normally after the reboot of the device until it randomly reboots hours or days later (again still waiting to see if the unplugging of power fixes that issue) and the Spectrum app functions normally after opening a second time as it only does this on initial opening of the Spectrum app after turning on the TV and Roku device.  

Thanks

[JWS9518]

In fact, I signed up for beta testing as I am convinced it is an OS bug issue.

[JWS9518]

Random reboot just occurred this morning when I first powered on the Tv and Roku.  I was attempting to open Spectrum TV app, the Roku froze with the spinning circle and then rebooted, so the suggestions by customer support did not work.  The random reboot occurred 2 to 3 days after trying those suggestions.

[RokuTakashi]

Thanks for keeping us posted, @JWS9518 

We appreciate you for the additional information you have provided concerning the issue you are experiencing. In order to facilitate a comprehensive investigation, our team kindly requests that you share further details pertaining to the matter. We would appreciate it if you could provide the specific information listed 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)
• Channel build version (This can be found by selecting the channel on the Home screen and pressing the * button).

Your cooperation is invaluable to us in resolving this issue efficiently.

Best wishes,
Kash

[JWS9518]

I will send a private message.

[RokuTakashi]

Hi, @JWS9518 

We've received your message.

We hope for your continuous response for us to work on this matter.

Best wishes,
Kash