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