SERIAL #: X01000K9RFAF
S/W VERSION: 14.0
DEVICE ID: S0DA2419RFAF
TRACKER ID: AF-464-685
I am having issues with my ROKU ULTRA device. It reboots several times a week. Sometimes by itself sometimes with remote button selection. I am also having issues with video freezing, and when the home button is selected the screen will go black for approximately 20 seconds. I have completed a Factory Reset, but that did not resolve my issues. Also can't overcome the superscript on the wording in this text box.
Maybe I'll leave it here till they delete it. If they delete it will it also delete your response as well? I tried a chat today but no one responded.
Hi @Nicarlov .
Thanks for sharing this here in the Roku Community!
We understand that you're experiencing issues with your Roku Ultra and we're here to investigate this matter.
Please let us know...
We are willing to get you back up and running, and providing the details above will put us one step ahead in resolving this issue.
Please keep us posted.
All the best,
Emman
S/W version is 14.0.
I have performed a factory reset
System restart
Unplug then reconnect.
I have the Roku powered up using the roku power cable (not usb) from a Monster Power Home Theater Power Center HTS3600 (It maintains a constant power voltage and protects against lightning). Most of the time when it reboots is when I select the home button but not always. Also it has happened when watching DirecTV. Also it should be noted that the screen will go black for roughly 10 - 20 seconds when selecting the home button. There are 2 other users that are having the same isswue.
I already provided the information you requested during my initial post but here it is again:
MODEL: 4802X - ROKU ULTRA
SERIAL NUMBER: X01000K9RFAF (S0DA2419RFAF)
S/W VERSION: 14.0.4 BUILD 12221-C2
GC VERSION: 12.6.32
TIMESTAMP: 2024-11-20T17:35:42Z
ISSUE ID:AF-467-615
Thanks for providing your detailed information, @Nicarlov!
We will ensure this is forwarded to the appropriate Roku team for further review and investigation. We truly appreciate your effort, and we will work hard to restore your uninterrupted streaming experience.
We'll keep this thread posted for any progress on this issue. Stay tuned!
All the best,
Emman