Solving playback issues

[Rougecowgirl]

my daughter received a Roku premiere (2024 version I believe) for Christmas and upon getting it set up we saw that it won’t play any show on any app for more then 5mins without visual glitching and restarting itself 3-4times in a row. I’ve tried everything to trouble shoot (update, restarting, changing where it was plugged in,etc) nothing has worked please help my baby is so sad!

[RokuEmmanuel-D · Accepted solution]

Hi, @Rougecowgirl.

Welcome to the Roku Community!

Thanks for reporting this issue to us. We understand how frustrating this can be especially when streaming your favorite channels, and we want to help you sort this out. 

Here are a few things we can check.

• Is your Roku powered directly on the TV's port? If so, please try the power adapter included in the device, then plug it directly into the power outlet to see if there are any changes to the device's performance. 
• Have you tried changing the HDMI cable on your Roku device? This cable is responsible for carrying out video and sound from the Roku device to your TV. Changing it might do the trick. 
• Clear cache and data: From the Roku home screen, navigate to Settings > System > Advanced system settings > Network connection reset. Choose "Reset connection" and then restart your Roku device. This step can help clear any temporary cache or data-causing issues.
• Check your internet connection: Ensure that your Roku device is connected to a stable internet connection. You can test your internet connection by going to Settings > Network > Check connection on your Roku device. If your connection is weak or unstable, try restarting your router or contacting your internet service provider for assistance.

Let me know if that helps or if the issue persists, and we can explore more troubleshooting options.

Best of luck,
Emman

[Rougecowgirl]

I’ve tried all the solutions provided and am still experiencing same issues as mentioned above 

[RokuEmmanuel-D]

Hi, @Rougecowgirl.

Thanks for posting here in the Roku Community!

We understand that you're experiencing an issue with all your apps on your Roku, and we'd like to be able to help you sort this out. 

Could you give us more information about...

• When did you first notice this issue?
• Which device is impacted by the issue you're having?
• Before this occurred, did you receive any recent updates? If yes, could you kindly share your Roku's most recent software version? (It can be found by going to Settings > System > About.)
• Could you also provide a photo or short video of the exact behavior of the problem?

Let's get the conversation going. Please get back to us. 

Best,
Emman

[Rougecowgirl]

I will provide the video upon returning home on 12-31-24

[Strega2]

Are your sure about the name "Premiere"? As far as I know, the last Roku that had the name "Premiere" came out in 2019.

[RokuEmmanuel-D]

Thanks for the update, @Rougecowgirl!

No worries! Feel free to get back to us at your earliest convenience. We'd be more than willing to assist you. 

Best,
Emman