Solving playback issues

[REMOTECONTROL1]

All I see here on the forum is people telling all that they have sound and no video. All the answers seem to be the same, what is your model? what is your id number?

  These are questions, not answers. What is the answer to fix this problem? Since many people have this problem, it needs attention. Questioning how they have their Roku's set up or their router settings is still a question, not an answer; and the one answer that I did see did not fix the problem. 

  The Roku works fine for 20 minutes and then the video stops, but the sound continues. Rebooting, making sure of video settings that jive with the 4k tv set, setting the hdr or the chroma makes no difference; making sure that the tv set's input is set to "enhance" does not solve the problem. 

   I have several customers that I sold Roku to and they all complain about this very issue. This all started about 6 months ago; before that, everything was normal. (this usually indicates a firmware issue) So what is the fix?

[RokuRiamie-D]

Welcome @REMOTECONTROL1,

Thanks for posting in the Roku Community!

We understand that you're experiencing an issue with your Roku device where the video cuts out during streaming, but the audio continues to play. Don’t worry, we are here to help you.

Before we move forward, we want to explain why we are asking for more details about the issue or information about the device. Gathering this information is crucial as it will enable us to investigate the problem more thoroughly and identify a solution that works for you. In addition, please follow the troubleshooting steps below and let us know if they resolve your issue.

1. Check your Wi-Fi connection
2. Reset your modem
   You can simply unplug your modem and plug it back into the power source.
3. Restart your Roku device
   
   > Press Home on your Roku remote
   > Scroll and select Settings
   > Select System
   > Select Power. If you do not see a Power submenu, skip to the next step.
   > Select System restart

For more details please visit our Roku support article: Issues playing shows and movies on your Roku device.

Please keep us posted.

Cheers,
Roku Community Team