Model - 4802X - Roku Ultra
Serial number - X01000M683JO
Software version - 12.5.0 • build 4178-C2
Uptime - 1 day 12 hours 29 minutes
Roku support - roku.com/support
This problem occurs on all channels, even live streaming from The Roku Channels News
Long Story:
I have been using ROKU devices since I got my current internet account with unlimited bandwidth 15 years or so ago.
I purchased a new Roku Ultra 4800 when it was first released in 2019 and have been using it everyday until Tuesday (Dec 12th) of this week.
I watched a number of shows all weekend and again on Monday. Tuesday I watched my OTA shows until around 4 pm (Central time) when I decided to watch a movie on Prime Video, I started the movie and about 2 to 4 minutes into the movie it just suddenly jumped to the home screen. I went back into to Prime and saw that it was in my continue watching area so I started to resume the movie but it began at the beginning again not where it left off, odd but not a concern yet.
After about 2-5 minutes, BAM back to home screen again. Thinking maybe it was Prime Video App, I signed out of the app and signed back in, no change in result. I then removed the app completely and reinstalled it, signed in and started it again, NO change in result. So having eliminated those issues I went to my VUDU app and started the same movie there, BAM back to home screen after a few minutes. Now thinking this is a ROKU problem and not me, I went to every other app that I use and had the same result including streaming live news in the ROKU app.
At this point I decided it was time to reset the entire thing including my network (not really the problem but I have dealt with similar issues in the past and I know that although its never the problem, it is something you guys alway require. I did a factory reset on my ROKU 4800 2019 model and a complete reboot of my entire network, I then signed back in to everything but there was no change.
So know I know exactly what the problem is
I then thought,, I’ll see if this happens anywhere else. So I used my Apple TV 4K and watched the entire movie without issue. I then did the same with everything else I have that streams movies (Phone, tablet, computer, Tivo and smart TV) NO ISSUES with any of them.
I then remembered I had a NEW ROKU Ultra that I purchased last year when the 4802 was released so I broke that out of the box and went through the entire install and low and behold it works like a charm. No streaming issues at all. I was able to play though everything normally, so I checked the ABOUT and saw that the new ROKU Ultra was operating on Software Version 11..5 and NOT on 12.5.
So as far as I was concerned there is an ISSUE in the Software Version 12.5 and whatever update was installed on Monday the 11th or Tuesday the 12th. I figured I would not update to 12.5 on the new device and just use it like I always have, but YOU don't allow your units to NOT update everyday so it updated itself and on the 13th of December my brand new Roku Ultra 4802x also became a $100 paper weight because it is now also unusable. It also goes back to the home screen after a few minutes of streaming.
Then I had a hare-brained idea that maybe the remote was pushing the home button all on its own. Really Stupid, what the heck, lets check that out too. So I dug out a different remote and paired that one and of course it had zero affect on the issue.
Briefly about me. I have been on the internet since I got my first Macintosh LC3 in 1993, I ran an ISP from 1996 to 1999 and in my spare time operated as a Mac Computer tech until 2001. I spent countless hours working with friends and customers on the network, computer and other issues. I took classes in networking, computer repair and spent many hours working on my (at one time 14 web sites). I am not new at this. I know how to network and I know how to troubleshoot issues. This issue never happened until the ROKU device update itself at its regular time on Monday (or Tuesday) at 2:xx pm central time.
I am now using my Apple TV and My TIVO instead of the Roku that I have been in love with for 15 plus years. I don't like it, but I have no choice because both my ROKU Ultras are bricks now.
I hope all this information helps and you can see that I am not some random dude who complains every time something goes wrong. In fact other than a problem with the VUDU app a long time ago I have never had a problem with ROKU devices other than one died on me, so I always have a back up to use just in case.
Thanks, and I hope you guys can figure out what you did and get it fixed.
