Solving playback issues

[Abadara]

Why is my roku express keeps shutting off or going back to home menu after clicking on a channel??

[RokuMary-F]

Hi @Abadara,

Thanks for your first post in the Roku Community!

We can certainly understand your concern that you are experiencing an issue with your Roku device and we apologized for any inconvenience this has caused.

We would be more than happy to look further into this issue but will need more details. Can you please provide us with the following information:

1. Is there a light showing on your device?
2. How are you powering the device? Is it plugged into the TV USB port, or is it plugged into the wall outlet with the provided cables?
3. have you tried using another HDMI port on your TV as well as trying your device on another TV to see if you are seeing the same issue?
4. Did you make any changes to your connection recently?

We look forward to hearing from you and looking closely into this issue. Thank you!


Best regards,
Mary

[Abadara]

Hi thanks for the feedback. 

1. yes there seems to be a white and red light showing on my device. 
2. it is plug into the wall outlet with cables provided 

3. no i have not tried that. 

4. no I didn’t make any connection changes. 
Thanks

[RokuMary-F]

Hi @Abadara,

Thanks for the quick response and for providing all the information we requested.

Just to verify, you mentioned that you have a crashing issue when you are selecting a channel. Which streaming channels are you experiencing this issue on? Does the issue only occur on a specific channel or all channels on your Roku device? When did this issue first start occurring?

Please keep us posted and we'll continue assisting you from there.


Best regards,
Mary

[Abadara]

Mostly on my AStv channel where I watched football and stuff. And also my disney+ channel. 
 The issue has been on about months now. I just didn’t know how to ask for help through the right channel until today. 

[RokuMary-F]

Hi @Abadara,

Thanks for keeping in touch and for clarification.

We appreciate your patience regarding this issue. We want to perform a few steps to make sure we are providing the best service. Could you please try the steps below to help resolve the problem:

1. Check for updates (Settings > System > System update > Check now)
2. Try removing the channel that you are experiencing the issue with from the Roku home screen. Then, disconnect your device from power for a minute. Plug it back in, then try to add the channel back once more and see if this clears up the issue.
3. Check Internet connection (Settings > Network > Check Connection) must be "Connected"
4. Restart your Roku player: Settings > System > Power > System restart (If you do not see a Power submenu, skip to the next step).
5. Last resort, factory reset ( Settings > System > Advanced system settings > Factory reset )

See more tips and troubleshooting steps for this type of issue here: How to resolve a channel playback issue | Official Roku Support

This should resolve the issue you are experiencing, however, if the issue is still unresolved, please reply back and we will be able to assist you further.


Best regards,
Mary