Solving playback issues

[Friedcrabb]

https://drive.google.com/file/d/1Dv7Im2zpz25dmghVIm0TjaBwHS0nohh8/view?usp=drivesdk

This issue started about a month or so ago, I’m guessing. It’s happening on all 3 of our Roku stick operated TVs. None are Roku TVs.

I have an iPhone, so did a video from one of the TVs but have to download the Google Drive app and figure out how to send the video through that I guess. Basically it just shows the TV briefly powering on and then turning off.

So I looked up info on 2 of the 3 TVs so far, the kitchen and the office. Haven’t done the bedroom yet. One thing I’ve noticed is it always seems to happen the first time we turn it on in the morning, we then have to turn it on again 2 or 3 times, before it works. After that, later in the day, it will often turn on the first time.

Kitchen:

Roku Streaming Stick Model 3810X

Serial# YH00FV032116

Device ID: C1396F032116

Software Version 14.5.4

Build 5944-50

Office:

Roku Streaming Stick 3810X

Serial # YH00GS204245

Device ID: 21504G204245

Software Version 14.5.4

Build 5844-50

GC Version 13.10.10

Issue ID: 45-169-519

But per your instructions, I’m not sure what Tracker ID is.

[Friedcrabb]

I’ve seen a number of others with the same problem. This is happening on ALL 3 of my TVs using a Roku remote, which is very suspicious for a Roku problem. I’ve tried all the troubleshooting tips offered here but it is still happening. Very frustrated.

[RokuJohnB]

Hey @Friedcrabb,

We appreciate the troubleshooting steps you have taken so far, and we are glad to investigate further the problem you had with the TV turning on after it was off.

1. Do you see a stuck button on your Roku remote?
2. Are your Roku devices near each other?
3. Could you elaborate more about the troubleshooting steps you have taken so far?

We'll wait for your response.

Roku Community Team

[Friedcrabb]

No stuck buttons. TVs are in different rooms and different floors. I've tried unplugging TVs, unplugging router, restarting the system, Network connection reset, unplugging the Roku stick, putting in new batteries, re-pairing the remote to the TV. Anything I haven't tried yet? Odd that all 3 Rokus are malfunctioning. My appleTV is working perfectly, by the way!

[PaoloPastore]

This is not happening on my Roku TV.  It is happening on the TVs that use the Roku stick.  It seems to have started after the latest recent software upgrade.  The TV can be started and gains access to the Roku when using the remote that came with the TV so the problem must be with the Roku software.  Please troubleshoot the latest software upgrade or revert back to the previous version.

[RokuTakashi]

Hi, @Friedcrabb @PaoloPastore 

Thanks for reporting this to us!

Our team is taking a closer look and will investigate the issue further. In the meantime, we’d like to get a bit more info to help us understand what’s going on.

Could you please let us know:

• When does the turning off happen? Is it on the Home screen or while the Roku logo is still bouncing?
• Does the TV turn off right after powering on, or only when you're streaming or opening an app?
• How is the device powered? Is your Roku Streaming Stick plugged directly into the TV or a wall outlet?

Thanks again for reaching out—we’re here to help!

Roku Community Team

[Friedcrabb]

It happens as soon as we turn on the TV. It's usually right after the TV turns on before the Roku logo or Home Screen even appears. Sometimes I have to turn on the TV three times before it will stay on and continue to the Roku logo and Home Screen. So yes, right after TV powers on. The TV is plugged into the wall, the Roku stick is plugged into the TV. And again, this happens on all 3 TVs.

[MandoMTL]

I’m having the same issue since the last update a couple of days ago. Also using a Roku stick with a Samsung TV.

[PaoloPastore]

This issue was mentioned in another thread but has since been closed.  The TV typically turns off after reaching the Roku menu/directory.  Power is supplied from the TV USB ports.  We have had these devices for several years but have never experienced this before.  It appears to have started after the recent Roku software updates last week.  It was mentioned in the other thread that covering the remote preventing the IR signal from the TV after pressing the power button blocks the remote from turning the TV off.  This does work, therefore, the command to turn off the TV appears to be coming from the remote.

[RokuTakashi]

Hi, @MandoMTL @Friedcrabb @PaoloPastore 

Thanks for your updates.

Can we try to plug the Roku Streaming Stick directly into the wall outlet to power it?

Our team would like to further investigate this matter.

Keep us posted.

Thanks,

Roku Community Team