Solving playback issues

[modeinhart20]

I just bought the Roku Express 4k+, and when I'm in an app, the system will turn off a few minutes into the show/video/etc regardless of what app I'm using. It doesn't turn off if I stay on the home screen, only while using an app. I'm using the Roku provided HDMI and power cord and wall brick, and they both work. I've reset the Roku manually and I've performed a factory reset as well. Neither fixed the issue. It's brand new so there are no updates when I check the update settings. Every solution I've seen online has not worked and I've tried everything I can.

[AvsGunnar]

@modeinhart20 

Two things to try before I would lean toward a defective device.

1. Use another power adapter. (any 5v, 1amp cell USB phone charger "brick" will do).

2. Go to Settings/System/Power/Auto Power Savings/20min savings and select [Disable].

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If the above two things do not resolve issue, may just be a defective unit needing replacement.  Either return to the store or complete Roku warranty replacement. (https://support.roku.com/article/208757058)

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Rokus really do not turn off (other than entering a sleep mode) so assuming it is just rebooting.  If just going to a black screen, perhaps try lowering the display resolution and see if the channel/app continues to stream. (Settings/Display Type).  Try manually assigning one rather than auto detect.

[makaiguy]

@modeinhart20-

If you are powering your Roku by plugging into the USB port on the TV, try powering from house power via the USB power adapter that came with the Roku.

The ports on many televisions only supply 0.5 amp or less, which is not enough to power a Roku reliably. It may appear to start up okay, but when it runs into something that requires more power than the tv's USB port can provide, something's got to give. Frequently this results in shutting down the stream you are viewing and exiting back to the Roku home screen.

If you don't have a Roku adapter handy, any other you have from another device should work as long as the fine print on it says it outputs at least 1 amp.

[modeinhart20]

I'm currently plugging my Roku device into an outlet, not the tv

[RokuMary-F]

Hi @modeinhart20,

Thanks for posting in the Roku Community!

If this issue is not resolved, please let us know along with any additional information you may have that would be helpful for our team looks into this problem. Kindly include the serial number of your Roku device so we can assist further.

Please keep us posted.


Best regards,
Mary

[modeinhart20]

Hi Mary,

Earlier this week I went to the store I bought the Roku from and exchanged it for a different one and now it works perfectly, so I assume the system was defective in some sort of way 

Thanks so much!

[RokuMary-F]

Hi @modeinhart20,

Thanks for the update.

If you have any other questions or concerns, please let us know.

Please stay safe and healthy, we thank you for your patience.


Best regards,
Mary