@Jenniferstrapp wrote:
I am having the same issues with my Roku Ultra since the 12.0 update. I have 2 other Roku sticks that haven’t had the update and they work fine. We will be watching and the screen goes to black every few minutes. After 3 or 4 times doing this, it drops the connection completely and we have to restart whatever app we’re watching. It seems to be happening across the board—Spectrum, Hulu, Netflix, Prime Video—we’ve tried all the setting changes, have restarted the device, the router, and the modem and have done a factory reset with no help. Please help. This is very frustrating.
Hi @Jenniferstrapp!
That sounds really frustrating and we want to try to help.
Let us know your device IDs and software version for each device. Grab this info from Home > Settings > System > About.
Can you confirm you're in the US? If you're using any ad-blocking, VPN, or proxy services, please disable them while troubleshooting and let us know if the problem persists.
If you're able to gather a tracking ID, use this guide here, as it will help our engineering team take a peek under the hood and investigate.
Thank you! We await your response.
Happy Streaming!
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