Solving playback issues

[sgonzalezyanes]

Hello Danny  @RokuDanny-R 

I am also having the problem with the playback issue, please help:

The current system is 10.5.0 build 4201-C2

Model 4800X - Roku Ultra

Serial: X01000R15479 / Device ID S02A21315479

Thank you very much in advance if I can get a rollback

Regards SGY

[SE33]

My Ultra has had problems connecting to network, slow, buffering, not going to screen saver, airplay not recognizing etc, etc, etc since update.  I've managed to get things mostly back on track (at least for a day or so) by repeatedly unplugging or forcibly restarting but it's not a permanant fix.  And my biggest frustration is my personal shortcut buttons 1 & 2 no longer work and can't be reprogrammed.  They just beep when I press them and don't do anything.  The preprogrammed channel shortcuts work fine.  Anyway, everything worked perfectly before the update and I'd really like to go back to a software version that works properly for me.   It's hard to get info but one reply I actually got from Roku Support actually said that the personal shortcut buttons no longer work because I'm in Canada.  Considering they and other things I'm having problems with started when I got this update - I can't accept this answer.

If you can help I'd really appreciate it. 

Model: 4800X - Roku Ultra

Serial: X010006TJLJE

Software Version: 10.5.0. build 4201-C2

Device ID: S02A208TJLJE

[SE33]

Why isnt 4800x in list of devices offering rollbacks? The problems people are experiencing are obviously caused by the 10.5 "upgrade" - so give us all the option to downgrade!!!!  This is taking too long.

[RokuDanny-R]

@sgonzalezyanes @SE33 

Thanks for the posts.

If you have not already, please provide us the following information:
-Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be selecting the channel on the Home screen and pressing the * button)
-tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times)
-steps to reproduce the issue you are seeing
-screenshot of the issue on screen

With more detailed information, we will be able to assist you further.

Thanks,
Danny

[atc98092]

What playback issues are you referring to? My 4800 is on 10.5 and hasn't had any issues with HBO Max or YouTube, the two most commonly used channels on my player. We've also been using Roku Media Player for some DLNA video playback, and it too is worked as expected. 

When you report an issue, you need to be more specific about what is actually happening, and what channel is being used. It's good you provided the player information, but more is needed. 

[SE33]

If you looked further back in this thread you'd see I have posted all of that information on my issues as well as all of the informaton about my device. 

[SE33]

All that information is posted above in this thread and in all the PMs I have already sent you.  

[atc98092]

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@SE33 wrote:

If you looked further back in this thread you'd see I have posted all of that information on my issues as well as all of the information about my device. 

---

I was responding to the original post. But the information you provided could be a bit more detailed about specific channels. You covered many things quite well, but I don't see anything specific about playback issues, which is the title of this thread. I'm on the same exact build with the same player, and I don't experience any of these issues. I do have my player hard wired to the network, and I don't use any of the preprogrammed buttons. I did just try the Disney+ button, and it launched without a problem. I also tried programming button one for YouTube, and that worked.

Please don't misunderstand. Just because mine works doesn't mean I don't believe you're having issues. But it helps the Roku developers to have as much information as possible as they try to troubleshoot issues like this. When they don't happen system-wide, it's extremely difficult to find an issue. And it's certainly possible there's something wrong with your player hardware, in which case I would expect Roku to provide a warranty replacement. 

[Krisg]

Hi!

Since the update before Thanksgiving I have been having difficulty watching any of my channels. I can get into Netflix/Hulu/HBO/Prime, etc. but when I select a show, it will not load.

I have cleared the cache, restarted the device, restarted my television, and restarted my internet all multiple times and nothing has helped. 
Model: 4800X Roku Ultra

Serial #: X01000DAVVY6

Software version: 10.5.0 build 4201-C2

Thank you!

[atc98092]

@Krisg I have the same player with the same OS version. I don't use Hulu, but do use Netflix/HBO and Prime, and as of today they were all working. You've attempted almost everything there is to try, although I don't see any mention of removing a channel, rebooting, and reinstalling. Since you're having issues with multiple channels, while that might be a solution it would also be time consuming. I feel a factory reset, and fresh configuration would be faster than piecemealing the channels. Depending on the number of channels you have, a complete reset and reconfiguration would likely take 20-30 minutes. Some channels will have your authentication set up, while others you'll have to do yourself. I just set up a new Stick 4K+ today, and it took me about 20 minutes, but I'm pretty experienced with it. 

If it still continues after a factory reset, I would say you have a hardware issue, and you should ask Roku for a warranty replacement if you've had it less than a year.