Solving playback issues

[balbasorus]

I’m getting sick of this so I figured I’d try a post here. I’ve had this Roku device for years with very few issues but over the last few months it’s becoming unbearable.

HBO Max crashes every single time when we first start playing. Now even after a reboot the video freezes but recovers. It makes episodes unwatchable.

The Formula 1 app is constantly out of sync. The video is delayed 30 seconds from the audio. Rebooting has no effect. It doesn’t matter if it’s live or a replay.

Would replacing the unit make a difference? Software version 14.5

[OceanMountains]

I just posted on another thread in which someone else was having an issue in which the video would freeze in Max and the audio would continue. I was having this issue too. It would happen every twenty to thirty seconds, making for a very frustrating viewing experience. I did find a fix of sorts: I went to my Roku's settings and set it to play at 720p. It's not ideal, of course, since the resolution is lower, but now I can watch Max. I'll try turning it back to the default of 1080p after some time to see if HBO fixed the app. I don't know whether this will have any effect on the Formula 1 app. I hope you have some success, though!

[RokuJohnB]

Hey @balbasorus @OceanMountains,

Welcome, and thanks for keeping us posted!

We want to investigate this issue you had with the Roku 3 device further. Can you please provide the following information?

• How far is your Roku device from your network router?
• Did we recently make any changes to your network or network provider?
• Are your other devices able to connect to the network without any issues or latency?

We look forward to hearing from you soon and gathering your details.

Thanks,
Roku Community Team

[Portalogem]

I thought I'd post a follow-up here after replying to you (@balbasorus) on another forum (at least I think I was replying to your other post because it was quite similar). 

You said @balbasorus that you had software vs 14.5, but I'm still on vs 14.1, so my Roku 3 hasn't updated yet and I'm assuming @OceanMountains that your Roku 3 has also updated to OS 14.5. Without removing and reformatting the microSD card that usually clears up my streaming issues, which is causing my Roku to be slow, when I launched Max, I created a test profile, and I watched a show for more than a minute, I watched the live HBO channel for more than a minute, and I watched a movie for more than a minute. The Max app vs is 58.11b0. I'm using 1080p, and I didn't have any streaming issues with Max. 

I'm wondering if I'm not having crashing issues like you both just because my Roku hasn't updated to OS 14.5. I don't usually have this device on for it to auto-update to the next OS as I usually manually update it. So it seems to me that this is an issue with the newest OS. 

I tried to replicate this on my Roku Express Plus that has OS 14.5, but Max worked, so it appears to only affect the Roku 3 devices. But what I've noticed in the past is that whenever I updated the Roku 3 to a newer OS, that everything went wonky until I took that microSD card out, reformatted it in a computer, and put it back in. Without it, the Roku 3 slows down and it continues to nag about needing the SD card.

I apologize @balbasorus for not previously troubleshooting this to realize that you have the newer OS and I still am on the older OS, but this is very unusual to have the same devices, the same channel app, but different Roku OS versions.

This is going to slow down your Roku 3 devices, but could you both remove your microSD cards from your Roku devices and see if Max still freezes? You have to first unplug the HDMI cord from the back of the Roku to get to the microSD card. Also if you can, reformat this SD card in a computer or a smart device and put it back into the Roku 3 to allow it to re-reformat the SD card as maybe that will resolve this issue.

If Max continues to freeze regardless of the microSD card, this could very well be an OS update issue that is crashing apps on the Roku 3. A newer Roku update might be the only solution that fixes this. 

Once my Roku 3 updates to 14.5, I'll try to post again to let you all know if I'm having this same issue if this hasn't been resolved by that point in time. I just have to remember not to refresh my microSD card before launching Max to see if I can replicate this.

The problem with the 14.5 update, and why it's not been pushed to my Roku 3 and my Roku Ultra is because of this Error 004 OS update issue that causes the Roku to show the wallpaper screen without the channel apps or the menu. One person complained on the tracking board that the 004 error junked their Roku TV. I was able to find a workaround solution to update my Roku Express Plus and two other Roku Express devices. So with that issue going on, I don't know when Roku will get this update to my Roku 3 for me to further troubleshoot this. I just hope it's a microSD card issue which we can easily fix and not an OS update issue which Roku would need to fix. 

[jontalk]

@balbasorusHaving owned a Roku 3 years ago and updated to a 4800X Roku Ultra there's absolutely no comparison in streaming quality and processor speed in addition to a superior voice remote. That said, I'm curious if you use a network app like WiFi Analyzer for Android or something similar for iPhone. These apps are the best to determine channel congestion. While I'm not sure the problem stems from congestion, it might be worth investigating. Since you're a seasoned user, you can view how many others are using the same channel/band then log into the router and select one with less congestion. And if budget allows I'd suggest you update to an Ultra as well 🙂

[Portalogem]

@jontalk, I agree with you, although I have a Roku Ultra 4660RW which is slower than yours. I believe I told the OP in the other forum how much brighter the colors are, and that it's faster. I always wonder if I should upgrade to a newer Ultra, but I keep hearing problems people are having that I don't have such as YouTube issues (finally found that post) and crackling noise issues. I also like having redundancy in case one Roku is having issues and I need to switch devices, which is why I'm interested in getting this Roku 3 issue resolved in the event I need it if my main Ultra breaks. Right now I'm not having these issues, but that could change with this 14.5 OS update that both my Roku 3 and Ultra haven't yet received. 

Also with the problems that occurred in the past -- such as disputes like what happened with Roku and (HBO)Max which I think lasted six months, or when the Hulu channel Roku app had crashing issues that lasted for six months -- if I should instead purchase a non-Roku device while keeping my older Roku as potentially my main device. I know that a channel provider can go down which affects all streamers, and that all streaming devices have similar issues at one time or another -- but hopefully not all at the same time. I guess I could instead use my Android tablet for temporary streaming if there are Roku issues or my main device breaks, but after all that's happened, I'm just unsure about not diversifying my streaming devices going forward.

I ended up posting to @balbasorus in the other forum that if relying on the iPad didn't end up having the full functionality as a streaming device, perhaps, the streaming device from Apple would be a good purchase while keeping the Roku 3 as a backup. However, much like that streaming device from NVidia I'm thinking of purchasing on the Android end, these devices are much more expensive than a Roku Ultra. What are your thoughts about all this @jontalk since this Roku 3 streaming device may soon no longer be supported much like the Roku 1 and 2 before it. When that happens, I would like to purchase a new streaming device, but I'm unsure what that should be. 

[jontalk]

I understand the dilemma, but if you research the various options, Roku remains the favorite regardless of which site does the reviews. I like Apple for desktop and phone, though the Apple TV device lacks the channel choices Roku offers though its streaming quality and processor speed are as good if not better. I'm not a fan of the Fire devices either. As you can see in my signature, I use a powerline adapter system for data since its more stable and congestion free when compared to WiFi.

[Portalogem]

I live in a small place, so I'm able to connect my Roku directly to the network, but I may look into this powerline adapter system for my parents because their range extenders are aging and clunky. At one time, I was thinking of purchasing a Fire device since I have a Prime account, but I heard they have intrusive ads. What I was looking at was the Shield Pro as I heard good things about that even though that's twice the price of an Ultra, but I'm waiting for a newer version to come out because I don't want to buy the 2019 only for the 2025 version to appear. I would like it if a new Google device soon comes out that is comparable to the Ultra in both price and functionality, so that I could have a redundant streamer. Update: Ooooh, it now exists -- it's called the Google TV (redundant) streamer, so I'll have to research that device more. I was thinking of getting a Roku streaming stick for traveling since it's less clunky than an express device, but I really don't need 4K, especially if it's not my main Roku device. Update: I also just remembered that the Roku streaming stick isn't able to use the basic Roku remote, which I like to use when eating as I don't want my greasy fingers ruining the expensive voice remote, and these voice remotes are the only compatible remote controls for this device, so instead I'll be thinking of getting a Roku Express, and after doing some research it appears the 4K version is faster, so I'll probably be getting that one. Update: Now that Roku is no longer selling any newer Express models (as of 4/25/25), I further researched the streaming sticks, and I realized that the newer ones now support the basic remote, known as the "Roku Players Remote," and only the older 3821, 3820, 3811, 3810, 3800, 3600 devices did not support this. So I'll probably purchase the 4K streaming stick after all.

After seeing reviews about the new Ultra, I do like that the remote is back-lit, but then I'd probably have to get two remotes so that I could charge one while using the other since I heard that the battery life is abysmal. I never really liked getting anything in which I couldn't swap rechargeable batteries, but I think everything now has them built-in. I actually prefer the basic Roku remote as they run forever on regular batteries and are inexpensive, so I'll have to see if I really use that voice remote. One issue I have with these voice remotes is that the volume only works for the TV and not the soundbar which kind of makes it useless if I have to use a universal remote to change the volume on the soundbar anyhow. I know there's a way to do this with this voice remote, but I don't have the right setup with my old TV that I refuse to get rid of because it has 3D capabilities, and it's still going strong. 

[atc98092]

The Roku 4200 is now a 13 year old device (released March 2013), regardless of how long you've owned it. While officially it's still supported by Roku, it is extremely old hardware and frankly it's due for an upgrade. Even if you don't want/need 4K support, there's just so many other improvements in the players since then. Even the current basic Express (the only non-4K player, model 3960) is a vast improvement over the 4200. But my favorite from a cost/benefit basis is the Express 4K+. It's only $10 more than the Express, but it's worth that just for the Voice Remote.

"I do like that the remote is back-lit, but then I'd probably have to get two remotes so that I could charge one while using the other since I heard that the battery life is abysmal."

I haven't had any issues with battery life with mine. I generally recharge it every couple of months, and charging only takes a couple of hours. I can't imagine the need for a second remote simply because of battery life.

[Portalogem]

Just having a 13-year-old device that still is being supported is a real testament to how good Roku is because none of my other devices that are around that age are still being supported. I didn't realize that the Streaming stick only comes in 4K which makes my purchasing decision easier. 

I would still like to purchase the newer Ultra, but I'm going to wait until these issues are worked out. I knew that there was a YouTube issue, and I just found the post, so I added that with a link to my post above regarding the reasons I'm having trouble with upgrading or recommending it when my old Ultra 4660 works without any issues (pending that OS 14.5 update as I'm still on 14.1). But I don't feel comfortable recommending my old Ultra to them either. Perhaps the streaming stick has the least issues? I don't think I would have to worry about the black screen issue since I wouldn't be using Dolby Vision with my non-4K TV. 

One question I have @atc98092 is that my old Express Plus 3910RW takes forever to load YouTube (and I'm fairly certain it's not a cache issue to bother troubleshooting it since it's always been slow). Does the new Express model load YouTube as instantly as my Ultra? As I might then think of upgrading my Express Plus while keeping the old Plus model which would replace my now-bricked Roku 1 (SE) device. 

I also just want to make sure that we're on the same page with the voice remote because I'm talking about the 2nd edition pro that comes with the Ultra and not the 1st edition that comes with the older models. Which version do you have? Because if you have the 2nd edition, then I've heard wrong. But yeah, I would test it before even thinking of purchasing a second remote. And I would probably use a basic remote anyhow when I eat because I spilled water all over it, and after letting it dry out, it still works.