Solving playback issues

[Summuus]

Nov 1, 2024

Device type: Roku Ultra

Serial number: X028000E7524

This one is a replacement from a 3 week RU that crashed... this new one here crashes also! It's like there's some kind of odd memory leak. They crash at the stupidest times too... MOSTLY from just exiting the screensaver OTHERS like a hard back to HOME from like YouTube or Streaming service. It is extremely ANNOYING! Where is the quality control Roku? 

I have a latest 80" Sony Brava TV that supports EVERYTHING. External Inputs are all setup properly to Dolby Vision. I have HDMI 2.1 that support the best in Dolby Vision. This problem is NOT on my end.

PLZ fix your Firmware!

Thanks

[RokuTakashi]

Hi, @Summuus 

Thanks for posting, and welcome to the Roku Community. 

We appreciate your willingness to share this information with us. Our team seeks to obtain additional details regarding the issue in order to assist you effectively in addressing it. We kindly request you to provide the information below:

• On what channels/apps does the issue occur and how does the issue be reproduced?
• Roku device model, serial number, device ID, and OS 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)
• Channel build version (This can be found by selecting the channel on the Home screen and pressing the * button).

The information we gather from you is significant to the reviewing of this issue. Further investigation will be conducted.

We hope for your response.

Best wishes,
Kash

[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.

[dmurph]

I returned my 4850 and went back to my stable 4660x... what a nightmare the new Ultra & RokuOS is right now. 

The only way they'll get the message is if you vote with your dollars.

[WA2FAST]

Funny you say that, I've already gone through all sorts of trial and error troubleshooting with it and am getting nowhere... so I've already removed it and packed it back up for return.  Just haven't pulled the trigger on the return just yet... now that I'm seeing this has been going on for months, I may change my mind and just get rid of it for now but I'll wait a few weeks to see if Roku acknowledges the situation and provides an update.

[dmurph]

They're just going to ask you to provide some info then ghost you... look at all the other threads. The pattern is obvious 😞