Solving playback issues

[Tree3685]

Since Roku upgraded the software to the latest version sometime in the last two weeks(April, 2023), almost every time turning on the TV Monitor or sometimes even when closing apps, the Roku Ultra 4660X will pause on a black screen for a while and then reboot.

It is using the Roku power supply, so power issues seem unlikely.

Roku software v12.0.0 build 4181-46.

As of Aug 23, I have submitted 41 unanswered Roku "Issue report tracker" [Hit the Home button five(5) times followed by the Back buttons five(5) times to generate that report.]

The Settings/Display is manually set (i.e.  not using auto detect)

[RokuMary-F]

Hi @Tree3685,

Welcome to the Roku Community!

We understand that you are having an issue with the Roku device screen going black and crashing and we're sorry if you are having this experience.

We want to perform a few steps to make sure we are providing the best service. Could you please reboot both your wireless router and your Roku device to see if there's any difference after?

If the issue still persists, can you please provide us with the following information:

• Roku device model, serial number, device ID, and 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, and provide us with this ID)
• steps to reproduce the issue you are seeing

Please let us know if the issue is fixed or reply back to the thread and kindly provide the required details mentioned above as it will help us to offer appropriate assistance to you on the reported issue.
 

Best regards,
Mary

[Tree3685]

How can this defective version of Roku software be removed?

Since Roku upgraded the software to v12.0.0, almost every time turning on the TV Monitor or sometimes even when closing apps, the Roku Ultra 4660X will pause on a black screen for a while and then reboot.

It is using the Roku power supply, so power issues seem unlikely.

>> Roku is connected via Ethernet cable, so WiFi does not need to be rebooted.

>>> Roku reboots itself each time, so that is also done.

>>>> Happens on all apps, not specifically on one more than others.

>>>>>Device Info:

Issue report tracker
Model: 4660X - Roku Ultra
Serial number: YJ001A584071 (CK3931584071)
Software version: 12.0.0 • build 4184-46
GC version: 9.2.113
Timestamp: 2023-05-26T22:02:17Z
Please use issue ID 71-210-122 to report the current issue.

>>>>>>Steps to reproduce: 

Turning on the TV Monitor or sometimes even when closing apps, the Roku Ultra 4660X will pause on a black screen for a while and then reboot.

[Tree3685]

Reply, again, it is hard to get answers when replies to posts disappear.

Issue report tracker
Model: 4660X - Roku Ultra
Serial number: YJ001A584071 (CK3931584071)
Software version: 12.0.0 • build 4184-46
GC version: 9.2.113
Timestamp: 2023-05-28T19:19:55Z
Please use issue ID 71-212-839 to report the current issue.

Let me know if this reply shows up in the history this time...

[Tree3685]

As stated before in the deleted reply, this roku is wired not wireless so no need to reboot WiFi.

Also, as stated before, this issue reboots the roku each time, so that is not needed either.

And finally, this happens on any app or the home page of roku itself after turning on the HDMI monitor.

[Tree3685]

I see the missing reply has been restored, nice.

Here is the current issue tracking id:

Timestamp: 2023-05-29T19:50:32Z
Please use issue ID 71-214-310 to report the current issue.

[RokuJechealR]

Hi @Tree3685,

Thanks for providing us with your device information. Please be aware that I have passed along your concerns and details to the appropriate Roku team for further investigation. Once more information is available, I'll be sure to post an update on this thread.
Your patience and understanding in the meantime is much appreciated.

Best regards,

Chel

[Tree3685]

Ok thanks. BTW: it keeps happening.

Timestamp: 2023-05-31T14:57:55Z
Please use issue ID 71-216-897 to report the current issue.

[lfortner]

I tried pushing the home button 5 times, and then the back button 5 e, and nothing comes up on the screen.

Lisa Fortner Carmi, Il.

[RokuJohnB]

Hi @lfortner,
Thanks for posting the in the Roku Community!
We would be more than happy to look further into this issue, but we will need more details. Can you tell us more about the issue that you're experiencing:

• What Roku device or TV are you using?
• What is the current OS of your Roku?
• What is the issue you are experiencing?
• Did you see an error message or code?
• What are the steps to reproduce the issue?

Once we have this information, we will be able to assist you further.
Best regards,
John