Solving playback issues

[WA2FAST]

Same exact thing with the new 2024 4850X. I have the 4800X that I was upgrading from and that unit is just fine, no issues. The new model has the same exact issues. Screen saver crashes the system entirely, sometimes the whole thing becomes unresponsive randomly in an app and reboots and other times just hitting home from anywhere will cause it to freeze crash and reboot too.

There’s a new processor in these models and my bet is there’s some memory handling issue or something they need to patch. Very annoying and not a good experience at all. This new one is terrible, I’d never look back at Roku if I was a new customer and I thought this was normal.

[WA2FAST]

Just bought the new 2024 ultra (4850X) and it seems like the screen saver application is crashing or failing to load right or something… almost like a bad driver or something for the software talking to the newer processor/gpu.

Often I will turn everything on to find a screen that’s sitting on my background with no icons and after pressing home or some other button, a few seconds later I get icons. Sometimes it just is hung up and reboots itself (crashes). I’ve tried factory resetting again and same issues persist. Additionally, I’ve tested starting it from the screen savers menu and it just hangs and doesn’t display the screen saver, just the background image or black screen. Other times it crashes and reboots the Roku, other times it may actually display the screen saver but it never once has actually worked as a screen saver. When it triggers, it just blanks out the screen, then the background comes back on with no icons and it’s frozen. Other times it just crashes and reboots.

I’ve tried changing the screen saver to something other than aquarium and it does the same thing, same behavior.

Additionally, the device will hang and crash randomly from a home press while in an app, like a hard home press during playback for example.  There just seem to be some major bugs with the current OS version and the new hardware, lots of people are posting here and in redit about these issues for weeks now.

Roku, please fix this major bug. LOTS of people are reporting this issue and have been for weeks.

[Brik4166]

What I don't get is how these Roku devices are working fine and then repeated bugs like this screensaver issue pops up or other numerous problems I've had but no explanation of why these happen so randomly out of the blue. Are they flawed updates that change the otherwise well functioning operating system. It's getting so frustrating with  this new 2024 Roku version I had to buy to replace my previous version that only lasted 2 years which replaced another version that lasted 3 years, so I'm thinking of just giving up on Roku and going with Google or Amazon livestream. None of these community forums ever helped fix the issues. In previous cases they randomly went away on their own after weeks of frustration experiencing them.

[WA2FAST]

Well I don't know if 3rd time is a charm here (as far as setup from scratch is concerned), but I set it all back up to gather the requested data and it's now working just fine.  I really can't explain it... nothing has changed except a factory reset and going through the full setup yet again.  All of the settings are again set identical and everything else, but now it's working fine.

I'll monitor the situation and report back with anything that I find, but I've put it through the paces as of this morning doing the exact same things I did before that caused it to crash (normal usage type of things, screen saver turning on, etc.), but it's working fine now.

I realize that's not helpful to those in this thread that are experiencing the same issues, but I don't know if it is just a matter of a factory reset after firmware update or what... but this is the 2nd factory reset I've done on the device (3rd overall setup from scratch), and now it seems to work fine.

[WA2FAST]

Well I don't know if 3rd time is a charm here (as far as setup from scratch is concerned), but I set it all back up to gather the requested data in a different thread about a similar issue, and it's now working just fine.  I really can't explain it... nothing has changed except a factory reset and going through the full setup yet again.  All of the settings are again set identical and everything else, but now it's working fine.

I'll monitor the situation and report back with anything that I find, but I've put it through the paces as of this morning doing the exact same things I did before that caused it to crash (normal usage type of things, screen saver turning on, etc.), but it's working fine now.

I realize that's not helpful to those in this thread that are experiencing the same issues, but I don't know if it is just a matter of a factory reset after firmware update or what... but this is the 2nd factory reset I've done on the device (3rd overall setup from scratch), and now it seems to work fine.

[RokuTakashi]

Hi @WA2FAST,

Thank you for bringing the screensaver issue on your Roku device to our attention.

We’d like to take a moment to acknowledge the recent reports regarding this issue. We apologize for any inconvenience this may have caused and truly appreciate your patience and understanding as we work to resolve it.

To facilitate a thorough investigation and accurately identify the root cause of this issue, we kindly request that you provide us with specific details regarding your device.

• Roku device model, serial number, device ID, and current software version. (this can all be found in Settings > System > About)
• Tracker ID (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)
• Please provide specific screensaver you are having an issue
• Specific behavior of the issue and troubleshooting steps taken.
• A photo referring to the issue.

We anticipate your response, which will enable us to further investigate this matter and offer a prompt resolution.

Best regards,
The Roku Community

[WA2FAST]

Details sent in a PM to you, thank you Takashi.

[WA2FAST]

Well, it crashed this morning.  I could not remember the button press sequence to grab the tracker ID so the next time it happens, I will do that.

Scenario:

Turned on the system (Receiver & TV) and Roku was on the aquatic life screen saver like normal.  I pressed Home on the remote and it crashed... screen went black, it sat there for a good 30 seconds, then rebooted by itself and started back up.

One thing to note, I do NOT have the power save after 20min enabled... I found years ago that just caused these huge delays when turning on the system, so I don't have that enabled.  At any rate, the system crashed and rebooted and now seems "fine"... but I'll keep you posted with a tracker ID the next time this happens.

I was hopeful that the issues were resolved but I guess not.

[WA2FAST]

And it just happened again, same scenario as above. @RokuTakashi  I will send you a direct message with the tracker info.

[WA2FAST]

@RokuTakashi  I sent you the direct message.  Please confirm receipt, I haven't heard a response since sending you all of the data I have thus far.  Thanks in advance.