Solving playback issues

[Tb7782]

We just cut the cord and switched to Roku 4K, started using 1 week ago.  The device will work great, then suddenly the video is gone.  We can still see the closed captioning popping up on the screen and even see the picture for the menu but when we start a show there is no video.  The only solution we have found is to unplug the power cord and plug it back in, and that seems to work 90% of the time.  So it is working one minute then not working the next, so we know it isn’t an issue with a cable being loose or our TV, but a problem with the device itself.

It is extremely inconvenient, as once we are on the couch we have our elderly pets on our laps covered in their blankets and then we have to disturb them, put them down, get up, unplug, wait for it to start back up to ensure the issue was corrected and then get settled back in.  It works for one episode then usually stops for the next.  We are beyond frustrated and now regretting cutting our cable!

should we return the device or will we just go through the hassle to have it happen again??

[RokuKariza-D]

Hello @Tb7782

Thanks for letting us know about the issue you're experiencing. 

Does the issue only occur on a specific show within one channel? If so, please reply here with the name of the content and channel. 

With more information, we will be able to assist you further.

All the best,
Kariza

[Tb7782]

This happens with every app we use on Roku, all shows, randomly.

[renojim]

Try another HDMI cable and/or a different HDMI input on your TV.  Also, make sure you're using the supplied power adapter and not the TV's USB port.

[kathyov]

We are having the same issue. Bought the Express 4K in July 2021. For the past two weeks, if you switch the source to TV, then back to HDMI, the Roku HDMI must be unplugged and replugged for it to show the Roku home screen. We have tried different HDMI cables and different HDMI ports; it makes no difference. I have two other Roku devices, the Roku SD, and the Roku 2; they work flawlessly.

Is there a solution for this issue?

[RokuKariza-D]

Hi @kathyov

Thanks for reaching out here in the Community.

Could you tell us how are you powering your Roku Express 4K? 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

[kathyov]

The Roku Express 4K has always been powered with the power cord and adapter to a wall outlet.

When it is idle, the blue light on the left side of the Roku device goes out and a light is lit on the right side of the Roku device, kind of like it has gone to sleep. When that happens, the Roku device will not awake when I hit the source button on the TV remote. That's when it is necessary to unplug/replug the HDMI cable from the back of the Roku device in order for it to work again. 

[renojim]

@kathyov, try pressing a button on the Roku remote to wake it up before you press the source button on your TV's remote.