Solving playback issues

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RokuKariza-D
Retired Moderator

Re: TV keeps exiting app and going back to home screen

@Aebp 

Thanks for the reply.

In some cases, removing the affected channel and reinstalling it helps. To ensure the process is successful, restart your device before adding the channel back in. We would recommend doing this from the Settings menu by navigating to Settings > System > Power (If you do not see a Power submenu, skip to the next step.) > System restart.

For detailed instructions, refer to this Support link: How do I resolve channel playback issues?

Let us know if there's any difference after.


All the best,
Kariza

Kariza D.
Roku Forum Moderator
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plakhotia
Channel Surfer

Re: TV keeps exiting app and going back to home screen

I am having the same issue but it's with the Roku SoundBar. No matter what app, on first device on, it will exit anywhere from 30 seconds to a few minutes and go back to home. Then if I go back to same app, it will work without any exiting. I have contacted Roku support and tried every possible thing. Changing routers, adjusting settings, factory reset, factory reset + reinstall apps, changed batteries in remote, everything. Now the issue has been sitting escalated from Roku front line support for over a week. Extremely disappointed in Roku - fantastic soundbar but I almost never want to use it now because it's so annoying knowing that every time I want to watch something, I will have to go through the annoying process of waiting for an exit, then restarting the app and show. This def seems like a Roku hardware and/or software issue.

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RokuKariza-D
Retired Moderator

Re: TV keeps exiting app and going back to home screen

Hi @plakhotia 

We sincerely apologize for the inconvenience this has caused you.

Since you are in recent contact with our Support team, we would recommend continuing to work with them to resolve the issue you are experiencing as they would best be able to assist you moving forward.

Thank you for your understanding.


All the best,
Kariza

Kariza D.
Roku Forum Moderator
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plakhotia
Channel Surfer

Re: TV keeps exiting app and going back to home screen

I came here because Roku Support has went silent for over a week with no response. Is there anyway you can follow up to at least let me know the status? My issue ID is: 92-112-217

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RokuNimfa-C
Retired Moderator

Re: TV keeps exiting app and going back to home screen

@Aebp

Thanks for your response. 

We want to assure you that we take your concerns seriously and are committed to providing you with the support you need. We will follow up with our support team on your behalf to determine the status of your case and to ensure that your issue is being addressed.

We appreciate your patience as we work to resolve this matter, and please be ready to receive their correspondence and continue assisting you from there.

Thank you for bringing this to our attention, and please don't hesitate to reach out if you have any further concerns or questions.


Regards,
Nimfa

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Piglet1
Newbie

Re: TV keeps exiting app and going back to home screen

I am having this same problem  and none of the answers they are giving are helpful at all. This seems to be a Roku tv issue, and they need to fix it. I am getting tired of watching something  and constantly  getting kicked out!

RokuKarla
Retired Moderator

Re: TV keeps exiting app and going back to home screen

Hi @Piglet1

Thanks for reaching out to the Roku community!

Can you please provide us with more information regarding the issue you are experiencing?

What brand and model number is the Roku TV. What specifically are you seeing? What are you doing when this issue occurs? Does it happen on a specific channel or when watching specific content?

With more information, we will be able to assist you further.

 

Regards,
Karla

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plakhotia
Channel Surfer

Re: TV keeps exiting app and going back to home screen

Hi Nimfa, thanks for the update but I have not yet heard back from Roku Support and the issue persists.

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RokuMary-F
Community Moderator
Community Moderator

Re: TV keeps exiting app and going back to home screen

Hi @plakhotia,

Thanks for reaching us and following up.

We appreciate you letting us know about the issue with the Roku device that is crashing and returning to the home screen. We're sorry to hear that, but no worries. I've passed along your concerns to our Support team. If you don't hear from them within the next 1-2 business days, please feel free to reach out again and I'll make sure you are taken care of.

We sincerely appreciate your patience in the meantime.


Best regards,
Mary

Mary F.
Roku Community Moderator
0 Kudos

Re: TV keeps exiting app and going back to home screen

You people need to figure out for weeks people with roku’s have had this  happen to them and IT IS AN ISSUE WITH THE TV OR SOFTWARE! Figure it out! We demand answers!

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