Solving playback issues

[glenn5876]

We just replaced our U-verse with a Roku Premium. After several hours, black screen and no sound for a few seconds, just like you turned the TV off. When screen comes back, HDMI window shows up for a couple seconds in upper left corner. I set auto-refresh to off and changed the HDMI cable. Twice the screen froze as if you put it on pause and had to either use fast forward or reverse for a few seconds and back to normal. More irritating than anything. Never had these issues before.

[RokuTakashi]

Hi, @glenn5876 

Thanks for posting, and welcome to the Roku Community.

We'd like to gather more information regarding the issue you've encountered, as we're here to assist in resolving the matter at hand. Could you please provide the following details below:

• What specific Roku device you are having issues with?
• Is this issue happening to a specific channel or an app on the Roku device? If so, what channel or app is it?
• When did you first encounter the issue?
• Can you please provide us with a photo?

With more details regarding this matter, we'll be able to provide better assistance. More information will help us review the problem further. Your response would be much appreciated.

Best wishes,
Kash

[glenn5876]

Roku Premium model 3920X. So far, this happens on Netflix and DirecTV(Starz). Haven't watched any other channels. Photo is when the screen comes back on. This happens sporadically. Usually after watching for over an hour or two. Then maybe a couple of times an hour.

[glenn5876]

[renojim]

Try a different HDMI cable and/or different HDMI input on your TV.

[glenn5876]

Re-set Roku device, tried 2 different HDMI cables, 3 including the one supplied with device, and switched ports on the TV. Same results.

[renojim]

My next suspects would be either overheating (my 3920 gets really hot) or an insufficient power supply.  If you're using the TV's USB port to power it, try a USB power adapter/charger that can supply at least 1 Amp plugged into the wall.  For overheating, well... I took my 3920 out of its case.  For what it's worth, my 3920 has been the most unreliable Roku device I've ever owned and I've owned most of them, but it is still chugging along naked as it is.  🙂

[glenn5876]

I am using the AC power adapter that came with it. The device does feel warm, but not extremely hot. I even set the device on top of 2 old clacker balls, if you know what those are, for air flow.