Solving playback issues

[Nicarlov]

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.

[Nicarlov]

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.

[RokuEmmanuel-D]

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...

• When did you first notice this issue?
• Is this happening on all channels or if you're streaming on a specific channel? If so can you please specify the channel affected?
• What troubleshooting steps you have tried so far? 
• Have you received any recent updates? To check this, navigate to Settings > System > About, and tell us the latest software version of your Roku.
• Could you also tell us how is the Roku being powered up? Directly to the power outlet or through the TV's USB port?
• A photo or a short video of the incident. 

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

[Nicarlov]

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.

[Nicarlov]

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

[RokuEmmanuel-D]

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

[Nicarlov]

I have not heard from the engineering team.  Today at approximately 10:00 my roku display froze again and rebooted on its own.  I performed an issue report tracker the information is as follows

SERIAL #: X01000K9RFAF

S/W VERSION: 14.0.4 build 12221-C2

GC VERSION: 12.6.32

DEVICE ID: S0DA2419RFAF

TRACKER ID: AF-470-422

TIMESTAMP: 2024-11-22T16:22:22Z

[RokuEmmanuel-D]

Thanks for sharing an update, @Nicarlov!

We appreciate you keeping us posted. This is still under investigation, and we're still waiting for the Roku team to provide an update on the progress of this issue.

Thank you for your understanding and cooperation on this matter. Rest assured that we'll pass your information to the appropriate team for additional information. 

Please let us know if you need anything else. 

All the best,
Emman

[RokuEmmanuel-D]

Hi @Nicarlov. 

I would like to provide you with an update on this case. Please check your DMs, as we have sent you a message. Thank you for your cooperation.

Looking forward to seeing you in our inbox. 

Cheers,
Emman