Solving playback issues

[CharlesCremin]

same here

[RokuEmmanuel-D]

Welcome, @CharlesCremin.

Thanks for flagging this issue here in the Roku Community!

We understand that you're also encountering the same issue. We're here to help. 

Could you please provide all the information requested above by @RokuTakashi? This issue is still under investigation, and we would like to include your affected device in the investigation. In addition, could you also send us a short video clip of the screensaver's exact behavior?

We are looking forward to hearing from you. 

Thanks,
Emman

[WA2FAST]

Thank you for responding @RokuEmmanuel-D  I still have not received a confirmation that @RokuTakashi  has confirmed receipt of all of the information previously requested.  I have sent 2 direct messages now with the requested details and have not received a confirmation of receipt and that this is actually being reviewed/addressed.

[RokuEmmanuel-D]

Thanks for the reply, @WA2FAST.

We'll have the moderator reach out to this and ask for a follow-up regarding the information you have provided. We appreciate your effort and cooperation as we work to resolve the issue. 

Please let us know if you need more help. 

All the best,
Emman

[WA2FAST]

Thank you, I appreciate that.

As an FYI, this morning, I had another strange issue however it didn't crash this time.  Same situation where I powered everything on and it was returning from screen saver to home screen and it loaded the home screen with icons however locked up and became unresponsive for a good solid 10 seconds, then finally worked okay.  I didn't capture the ID on that incident as I need to confirm my other reportings are confirmed to be received and are being worked on.  Thank you.

[WA2FAST]

I had another crash yesterday.  Again, documented the necessary information however before I send it over, I need confirmation that there is actually a purpose in doing so.  I still have not yet received confirmation of receipt from @RokuTakashi of the other details.

I now have 2 more crashes queued up ready to share.  I'm sure the log files in the Roku Ultra don't live forever and assuming that is what you will grab to troubleshoot, I would appreciate a response / confirmation of reciept of the information I have sent so far and confirmation this is actually being worked.  Thank you.

[RokuTakashi]

Hi, @WA2FAST 

Thanks for keeping us updated.

Kindly be informed that we have received and acknowledged the information you have sent to us. Further information regarding this matter has been sent to you in a private message.

Your cooperation and assistance in investigating this issue are greatly appreciated by our team.

Best wishes,
Kash

[WA2FAST]

Thank you, will check my messages for further info.  Appreciate it.

[WA2FAST]

Hi, the only request in private messages is asking if I have a picture or video of the incident when it occurs. I’m not sure why taking a picture or video of a black TV screen is going to help when I’ve supplied all necessary Roku support data.

At this point, can we please have an update on this? I’m likely going to return it at this point but was hoping for resolution. I have heard nothing in 2 weeks and it still crashes about once a week when coming off of screen saver. Same issue.

@RokuTakashi  can we get an update here?

@RokuEmmanuel-D  can we get an update here?

Is anything being done?

Thank you.