Solving playback issues

[WA2FAST]

Don’t bother exchanging it, unfortunately it’s not a hardware issue so the new one would just do the same thing.

Unfortunately regardless of my multiple attempts to escalate this issue with Roku and find out what’s going on with this case, there has literally been 0 update on it. Straight ghosted by support. I was warned by others this would happen. It’s really too bad.

I don’t understand why they want a video of the unit crashing. I’ve given them the support data and log data they have requested. Watching a video of a 30 second blank tv screen doesn’t seem like it would help any support case. Seems like a very odd request when I’ve explained over and over it just goes black for 30sec then reboots to the bouncing Roku logo.

Anyway, the issue persists and support has completely ghosted this case/thread and has gone radio silent.

[HighLifeMan]

Thanks for the response.  And that is some straight up BS by Roku.

I've been a fan for many, many years.  But this is frustrating.  Hopefully they get it together and put out a fix.   And respond.  

[RokuEmmanuel-D]

Hello, @HighLifeMan.

Thanks for reaching out here in the Roku Community!

We apologize for any inconvenience this may have caused you. We know how frustrating this can be and we'd like to be able to help. 

Please note that this issue is still under investigation, and to help us navigate through this process, we would recommend supplying all the information requested below:

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
• Short video of the exact behavior of the Roku device. 

Please get back to us so we can dig a bit deeper into this further. 

Thanks,
Emman

[HighLifeMan]

@RokuEmmanuel-D 

Finally getting back around to this.  Just saw this issue happen again (it has happened many times since I last reported it).

Model:  4850X - Ultra
Software: 14.0.4 build 12222-G6
GC version: 12.9.26

Timestamp: 2025-01-18T20:13L58Z

ID RM-025-693

Please pass this along for a resolution.  This is annoying.

[RokuEmmanuel-D]

Thanks for the update, @HighLifeMan!

We'll surely pass this along to the team. Please note that this is currently investigating this issue, and your cooperation is a great help for the process. 

We'll keep you posted on any progress. 

Best,
The Roku Community Team

[RokuEmmanuel-D]

Hey everyone!

Thanks for reporting this issue to us. Just checking in to see if you’re still having the issue. If you are, it might be a good idea to see if there’s a software update available.

Here's how:

1. Press Home on your Roku remote
2. Scroll and select Settings
3. Select System
4. Select Software update
5. Select Check Now to manually check for updates

If the problem is still happening, let us know so we can take a closer look.

Best,
The Roku Community Team

[EfremTheGreat]

I just came across the Photo Stream feature on my Roku Ultra 2024. I successfully created 2 streams from the Roku app on my iPhone. 
Then I clicked on the Photo Streams app. It aborted after a couple of seconds. I tried everything in this thread without success. Being a software person, the seems to be a bug that Roku should fix if they want users to make use of Photo Streams.

[EfremTheGreat]

Solved:
I was able to get Photo Streams to work with my Roku Ultra 2024. The problem was that I had I had to disconnect my VPN that was connected to the Roku Ultra 2024. Once I did that, I was able to bring up the Photo Streams app.
It would be nice as a new feature if Photo Stream would work while connected to VPN.

[WA2FAST]

Hello,

No longer having the issue since the latest update about a month ago or so.  I can tell the app handling is completely different now, it basically takes a full second to initialize any app you select off the main screen and they all launch just fine.  That was NOT my issue (launching apps) to cause a crash however that's a noticable difference.  As far as the screen saver crash upon "waking" the unit from screen saver, that is a thing of the past now.

Unfortunately, no one reached out to me to let me know any of this had been addressed, or any updates with my various support inquiries and diagnostic information provided, but glad to see it has been resolved for this new unit.

[RokuRiamie-D]

Hi @WA2FAST and @EfremTheGreat.

Thanks for keeping us posted.

If you have any other Roku-related concerns, please don't hesitate to contact us again.

For further Roku support, you can:

• Create a post here in the Roku Community
• Explore our comprehensive collection of help FAQs and videos. Get started here: Roku Support page

Thank you for your cooperation.

Roku Community Team