Solving playback issues

[RokuCarly]

Hi, @Bnhiggins70.

Thank you so much for the additional information. In this case, we'll be coordinating this with our relevant team for further review. 

We will also be needing the following details for the investigation:

• Roku device ID, and current software version. (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

Looking forward to it!

Regards,
Carly

[Bnhiggins70]

Device ID: SOHAK4271GSX

Software Version: 14.0

[AZMedia]

We have two ROKU 4 Ultra (4802X, software v14.0) boxes in two different rooms. We can access the Live TV Channel Guide, but after selecting a channel, the video won't display. We just get the splash text screen description of the show. This issue started about 2 weeks ago, when the software update on 10-19-24 3:15AM occurred.

On rare occassions the MotorTrend TV channel did appear, but the guide wouldn't accept any change to other channels. It got worse over time. Tonight we have NO video appearing on ANY live TV channels in the guide. No video on USA Today channel, or MotorTrend, or Top Gear, etc. Nothing has changed in our systems or our technology.

Note: A few days ago I tried changing the "Auto-adjust display refresh rate" to ON. The Live TV guide shows began working flawlessly. This lasted until the next morming - channels went back to not displaying video.