Solving playback issues

[firehawk21]

I have 3 Roku Express 4K+ devices in my house. One of them reboots every day when we start to use it. It will be sitting idle, we turn on the tv and open either youtube tv, or the roku channel and after the app starts and we see the guide, the screen goes black and then after about 10 more seconds it reboots, this happens every day. What can i do..

[RokuKariza-D]

Hey @firehawk21

Thanks for bringing this to our attention.

Could you tell us how are you powering your Roku device? Is it connected to the USB port of the TV or to a wall outlet? In some cases, the USB power provided by the TV is not sufficient to power the device. Even though your Roku device may appear to be working, running with insufficient power can lead to instability, crashing, and other unpredictable behavior.

Using the included power cord and power adapter, we suggest plugging your Roku into a working power outlet in the wall. Powering it through a power outlet in the wall has the additional advantage that your Roku player will not need to power up every time you turn on your TV. This means your Roku player will be up and running faster than it would be connected to a TV.

Let us know how it goes!

All the best,
Kariza

[firehawk21]

Thank you for replying. All of my Rokus are plugged into the power supply that came with the device that says Roku on it. None of mine are plugged into the TV.

Regards,

Ezra

[RokuDanny-R]

@firehawk21

Thanks for the follow up.

If you are unable to resolve the issue, 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)
-steps to reproduce the issue you are seeing

Once we have this information, we will be able to look further into the issue for you.

Thanks,
Danny

[firehawk21]

Roku device model: 3941X

serial number: x01600e6flna

device ID: S07P5146FLNA

software OS/version: 10.5.0 build 4208-CR

tracker ID NA-027-381

No Specific app or channel causes it. it happens on youtube tv and netflix that i know of currently. it also seems to take longer than a requested reboot as well.

Steps to recreate: stop watching tv, goto bed, wake up go to work, come home turn on tv, go grab a beer, select Netflix or youtube tv and it reboots.