Solving playback issues

[edith4560]

We have four Roku streaming devices between two homes. 

The TV's are all about the same age.

In our master bedroom we have tried three different ROKU streaming devices: two Streaming Stick 4K HD/4K/HDR DOLBY VISION  and an Express.

All have the same issues. The program no matter the streaming channel stop after a minute or two and goes back to the ROKU home page or the frame freezes but, the audio continues.

The Charter Spectrum internet strength is strong. The TV is a Samsung Smart TV about 9 years old. 

We are so desperate to be able to use our Roku in our master.  Can anyone help, please?

Regards, Edith

[RokuTakashi]

Hi @edith4560,

A warm welcome to the Roku Community!

We appreciate you reaching out to us and bringing this behavior to our attention. We definitely want to help you with this, and we'll need details for us to have further understanding with what you're experiencing. How are you powering your Roku device? Is it through a power outlet, or plugged directly into your TV USB port? Also, what are the steps to reproduce the issue?

Once we have this information, we'll be able to assist you better.

All the best,
Kash

[957]

When watching a program on any app on my Roku TV the screen twitches back to the home screen.  I only have one Roku TV in my home.  

[lindayoung]

We are having the same problem with the program stalling about 2 minutes into play.  It goes completely out of the program to the apps screen.  We try multiple times to restart it but it gets to the same place and stops.  We have an LG smart TV that is only a year old.

[RokuArjiemar]

Hi! @957 @lindayoung ,

Thanks for reaching out to the Roku Community!

We would be more than happy to look further into this issue, but we will need more detailed information. Can you please provide us with 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 or build is the channel? (This can be found by 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, and provide us with this ID).
• Steps to reproduce the issue.

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.
We look forward to working with you to help resolve this issue.

Thanks,

Arjiemar