Solving playback issues

[TCL_HelpDesk]

For quite some time now, we've been having issues with streaming a complete movie for amount of time specified.  Today, I came in to view the issue and couldn't reproduce it, despite how frequently it's been reported.  There was no overheating notice nor a red LED to signify that was the issue, however the unit was extremely warm to the touch; much more so than the TV it sits atop.

We use the device in a hospitality setting so it's located in a network closet near our channel insertion equipment; don't worry...we have the proper licensing for streaming with this implementation 🙂

The model is the 3910RW and is running OS version 10.5 build 4208.  There are no further updates available and all installed apps are up to date.  Were there any recalls defects issued for the device?  I'm thinking of using one of the many methods found thru search to cool the unit, like attaching a heatsink.

Thoughts?

[RokuDanny-R]

@TCL_HelpDesk

Thanks for the post.

Are you watching content on a specific channel that you see this issue occur on?

Please be aware that the newest Roku OS 10.5 has added a new Power item in Settings > System menu for some Roku models. If you have this Power item, under Auto power savings see if deactivating After 20 minutes of no interaction fixes the problem.

Please keep us posted what you find out.

Thanks,
Danny

[TCL_HelpDesk]

Thanks for the response, Danny

How would that 20min setting apply in our situation when we have a movie that runs for 1hr30min at minimum?  Also, I found out that next morning that the stream did cut off for residents at exactly 9pm, but didn't for me while sitting in front of the source and TV it was connected to.  So, in this instance, the Roku wasn't the problem.

Once the resident explained how she was setting her recording, it made sense.  When performing a manual recording on her DVR, it only offers 4hr increments(slightly weird) and the only one that could be used for a movie that starts at 7pm, was the 5pm-9pm slot. So anything going over that window automatically gets cut off.  We're working with our CATV provider on determining if there's an alternate model DVR with smaller programming windows OR if the business could just start the movie at 6pm instead.