Solving playback issues

[WA2FAST]

Same exact thing with the new 2024 4850X. I have the 4800X that I was upgrading from and that unit is just fine, no issues. The new model has the same exact issues. Screen saver crashes the system entirely, sometimes the whole thing becomes unresponsive randomly in an app and reboots and other times just hitting home from anywhere will cause it to freeze crash and reboot too.

There’s a new processor in these models and my bet is there’s some memory handling issue or something they need to patch. Very annoying and not a good experience at all. This new one is terrible, I’d never look back at Roku if I was a new customer and I thought this was normal.

[Brik4166]

What I don't get is how these Roku devices are working fine and then repeated bugs like this screensaver issue pops up or other numerous problems I've had but no explanation of why these happen so randomly out of the blue. Are they flawed updates that change the otherwise well functioning operating system. It's getting so frustrating with  this new 2024 Roku version I had to buy to replace my previous version that only lasted 2 years which replaced another version that lasted 3 years, so I'm thinking of just giving up on Roku and going with Google or Amazon livestream. None of these community forums ever helped fix the issues. In previous cases they randomly went away on their own after weeks of frustration experiencing them.

[WA2FAST]

Well I don't know if 3rd time is a charm here (as far as setup from scratch is concerned), but I set it all back up to gather the requested data and it's now working just fine.  I really can't explain it... nothing has changed except a factory reset and going through the full setup yet again.  All of the settings are again set identical and everything else, but now it's working fine.

I'll monitor the situation and report back with anything that I find, but I've put it through the paces as of this morning doing the exact same things I did before that caused it to crash (normal usage type of things, screen saver turning on, etc.), but it's working fine now.

I realize that's not helpful to those in this thread that are experiencing the same issues, but I don't know if it is just a matter of a factory reset after firmware update or what... but this is the 2nd factory reset I've done on the device (3rd overall setup from scratch), and now it seems to work fine.

[WA2FAST]

Well I don't know if 3rd time is a charm here (as far as setup from scratch is concerned), but I set it all back up to gather the requested data in a different thread about a similar issue, and it's now working just fine.  I really can't explain it... nothing has changed except a factory reset and going through the full setup yet again.  All of the settings are again set identical and everything else, but now it's working fine.

I'll monitor the situation and report back with anything that I find, but I've put it through the paces as of this morning doing the exact same things I did before that caused it to crash (normal usage type of things, screen saver turning on, etc.), but it's working fine now.

I realize that's not helpful to those in this thread that are experiencing the same issues, but I don't know if it is just a matter of a factory reset after firmware update or what... but this is the 2nd factory reset I've done on the device (3rd overall setup from scratch), and now it seems to work fine.

[RokuTakashi]

Hi @WA2FAST,

Thank you for bringing the screensaver issue on your Roku device to our attention.

We’d like to take a moment to acknowledge the recent reports regarding this issue. We apologize for any inconvenience this may have caused and truly appreciate your patience and understanding as we work to resolve it.

To facilitate a thorough investigation and accurately identify the root cause of this issue, we kindly request that you provide us with specific details regarding your device.

• Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
• Please provide specific screensaver you are having an issue
• Specific behavior of the issue and troubleshooting steps taken.
• A photo referring to the issue.

We anticipate your response, which will enable us to further investigate this matter and offer a prompt resolution.

Best regards,
The Roku Community

[WA2FAST]

Details sent in a PM to you, thank you Takashi.