Solving playback issues

[ukrkoz]

I have 3 Roku base ones, whatever the name is.

They all worked fine but, suddenly, one in my home gym started doing this: while streaming Pandora, it will stop streaming music the very moment screen saver turns on. I could not find any way to disable screen saver, says "Roku default". It takes about 2 songs, then TV screen goes black with digital clock on it and playback stops.

Also, all at a sudden, it will NOT log into Spotify. As in - shows the initial Spotify logo, then goes into dark screen and that's it. 

I can't use different Roku, as this one has AV out and I must have it for my receiver setup.

As the result, I have to "pause/play" playback ever so often, just to "shake up" Roku, so it does not go into screen saver mode. 

Suggestions appreciated

[makaiguy]

When asking for help, especially with older units, it's always a good idea to report the model name and model number.  Both are available via Roku menu path Settings > System > About

Settings > Theme > Screensaver start time > Disable screensaver  -- should work unless your Roku is so old the menus are different.

For your Pandora, it may be that the channel did not install correctly, has received a faulty update, or has subsequently gotten corrupted. A reinstall of the channel to get its latest version may fix the problem, so that is the first thing I would try. Remove/reinstall procedure:

1. Highlight channel on home screen.
   
   
2. Press * key on the Roku remote and choose Remove channel option.
   
   [Note: If this channel is one for which you have a paid subscription through Roku, there will be a "Manage subscription" option instead of a "Remove channel" option. Click this and follow the prompts to cancel your subscription. Now the "Remove channel" option will be shown and you can proceed to remove the channel. (Your subscription will continue to run for the rest of the prepaid subscription period, but will no longer auto-renew at that point. After re-installing the channel you can reinstate your subscription to restore its auto-renewal if you like.)]
   
   This will remove the channel from ALL Rokus linked to this Roku account.
   
   
3. IMPORTANT- IF YOU SKIP THIS STEP YOU MAY NOT GET A CLEAN RE-INSTALL:
   Restart the Roku to clear its memory. Depending on your Roku model and Roku version number you'll find the System restart option under either Settings > System > Power or under Settings > System. Repeat on any additional Rokus linked to this Roku account.
   
   
4. Reinstall the channel to your Roku account via the Roku Home page Streaming Channels menu option. This will install the channel on all Rokus linked to this Roku account.
   
   Notes:
   • The channel will be added to the END of each Roku's channel grid.
   • The Roku on which you performed the reinstall should get the installation immediately.  On other Rokus linked to this Roku account you may need to force an update to get immediate installation via Settings > System > System update.  Otherwise, it should be installed when each Roku does its daily check for updates.
   • If channel requires a login, you may need to log in anew.

If the problem persists at this point, it typically means the current version of the channel app has a problem that must be addressed by the channel itself as they are the ones that create the Roku-compatible version of their app and provide it to Roku.

[ukrkoz]

Thank you for extensive response

Roku Player 3710X

I reinstalled both Pandora and Spotify.

Disabled screen saver

Spotify still does not load. Shows initial logo and then just hangs on dark screen. Again, all this started only few weeks ago, before, for years, Roku worked fine.

I'll find out if disabling screen saver helped, as I'll have my gym morning there Thursday.

Roku was reset. No difference.

All apps are up to date, so it Roku firmware.

[RokuDanny-R]

@ukrkoz

Thanks for the posts.

Can you please provide us 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 be 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 

With more detailed information, we will be able to assist you further.

Thanks,
Danny

[travisezell]

After two songs in Spotify, it just hangs. It earlier today "lost" my personalized settings (libraries, such -- everything still existed in my Spotify account but Roku's Spotify channel acted like I had no libraries, liked songs, playlists, etc) and I had to clear cache to get it to play again, but then we're back where we started, and after two songs it just freezes up before going to the next song. I've deleted the channel, cleared the cache, system restarted, hard rebooted the roku stick and the network router, and I'm still experiencing this trouble.

Here's your info.

Model: 3820R2 - streaming stick 4k

Serial # x025008UYR53 (S0J7329UYR53)

Software version: 11.5.0 • build 4315-E6

Timestamp: 2023-04-19T12:59:26Z

issue ID 53-156-299

[RokuNimfa-C]

Hi @travisezell, 

Thanks for reaching out to the Roku Community. 

We appreciate the information you have provided along with the troubleshooting steps taken. I have passed along your concerns to the appropriate Roku team to investigate further. Once more information is available, we'll be sure to update this Community thread.

Thank you for your patience and understanding. 


Regards, 
Nimfa