Solving playback issues

[RokuERey]

Hi Community users,

Thanks for keeping the Roku Community posted!

Please help us look into this more closely by sharing with us the details below.

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).

We'll be looking forward to hearing back from you.

Thanks,
Rey

[conker]

I'm away from that TV until this weekend or next weekend. I'll try to get the details then and report back, but as I stated there's no actual information / error message. The TV just acts like there's no USB device inserted at all, even though I know it's supplying power (and enough power).

[atc98092]

I don't believe any firmware update has messed with USB drive connectivity. I have one connected to my Ultra 4800 and it's still recognized and plays fine. 

[UHshepp]

OK.  So what do you say to the other 4 of us that do have this issue that came out of nowhere?

That's great that yours still works well.  

[atc98092]

I'm not saying anything other than it isn't anything to do with a firmware update, as that would affect all devices. You need to provide Roku with your device's model number (not just the name) and what OS version you are running. 

[UHshepp]

This issue is occurring for me across 3 different Roku devices.  Roku TV, Roku Ultra, and Roku 3.

Here is information based upon the TV:

TCL Model: 55R615
Hardware ID: 7120X
Software Version: 12.5.0
Build: 4176-30

[UHshepp]

I bought a USB 2.0 to USB 2.0 Extension (Bridge) just to test and it worked.

I don't understand.  

I mean this thing worked before and stopped.

Now, I need a bridge, whatever.  I don't understand things anymore.

The solution costs me $7 and waiting a couple days for Amazon to deliver.

If anyone's interested in trying, maybe it'll work for you too, I don't know.  I don't understand anything anymore.  

https://www.amazon.com/dp/B0BXP6NNSB?ref=ppx_yo2ov_dt_b_product_details&th=1 

[Infotrack]

Model: 4802X - Roku Ultra

SN: X01000JCR06E

Software Version:  12.5.0 - Build 4178-C2

Device ID: S0DA23ACR06E

Issue Report Tracker:  6E-012-179

But like I said, I have NO faith in Roku anymore.

[RokuERey]

@Infotrack,

Thanks for keeping us posted and we're sorry for any inconvenience this has caused.

From here, we'll take care of it and report this to the relevant Roku team for further investigation.

We really appreciate your understanding and patience in the interim.

Thanks,
Rey

[Infotrack]

Roku downloaded something to my Roku player yesterday.  I was hoping it was a resolution to the problem.  It wasn't.  If that was supposed to be a resolution,, please try again.