Solving playback issues

[da66en]

I have a Roku Ultra that I've never been able to get to work.  I've had it since January, never worked once.  It crashes in a few minutes; It will lockup and then reboot.  Netflix and Amazon video both crash (the only thing I use it for).  What do I need to do to get it to work?  Is there some kind of diagnostic that says why it crashed?

It is a Roku Ultra 4801RW

Device ID S0DD338C9EU6

[RokuJharra-Q · Accepted solution]

Greetings from the Roku Community, @da66en!

Thank you for reporting the issue with Netflix and Amazon channels that keep crashing and rebooting. We are here to help you.

We recommend the following steps to help resolve the issue:

1. Uninstall the channel by highlighting it, pressing the * button, and selecting "remove".
2. Clear cache and data: From the Roku home screen, navigate to Settings > System > Advanced system settings > Network connection reset. Choose "Reset connection" and then-
3. Restart your Roku device by unplugging your TV and then plugging it back in. This step can help clear any temporary cache or data-causing issues.
4. Check your internet connection: Ensure that your Roku device is connected to a stable internet connection. You can test your internet connection by going to Settings > Network > Check connection on your Roku device. If your connection is weak or unstable, try restarting your router or contacting your internet service provider for assistance.
5. Reinstall the channel by pressing the home button on your Roku remote, scrolling and selecting "Store", and then adding the channel from there.

For more troubleshooting steps, please visit our support page on How to resolve a channel playback issue.

Please try these steps and let us know how it goes.

Thanks,
Jharra