Solving playback issues

[steved28]

I own 4 Roku sticks, model 3810X. Since the latest firmware "upgrades" all my sets exhibit some type of poor performance. Sometimes the remote is not working, often I get buffering (my 100Mb internet tests fine), sometimes I just get a total black screen out of nowhere. Sometimes the picture is clearly not in HD. I do not know what your coders did, but they certainly did not perform any QA. And the thing is, it was FINE before all this. Please tell me how to rid myself of this bug filled code you sent out.

[RokuKariza-D]

Hi @steved28

We're sorry to hear about the issue you're running into.

Please provide us with the following information for further investigation:

-Roku device model
-Serial number
-Device ID
-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 by 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

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

All the best,
Kariza