Re: Reset after paused for more than a few minutes
ROKU CUSTOMER SERVICE: THIS IS A PROBLEM. There are tons of people with this same problem. Multiple devices, multiple TVs. What is the solution. This is a huge problem that when paused, the ROKU restarts to the Home Screen and then you have to find out where you were in the show.
I’m surprised that this many people have the same problem and that there is no fix etc.
Please be aware that the old thread was related to devices on an older OS 11.0. With the release of OS 11.5, we will need more detailed information about the issue you are experiencing to investigate further. Can you 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 and provide us with this ID)
steps to reproduce the issue you are seeing
Once we have this information, we will be able to pass it along to the appropriate Roku team to look into further.