Solving playback issues

[PawPawRon]

@RokuDanny-R The info you requested is below but FYI back in November 2021 there was an update that caused many people, including me, issues. I corresponded with you at that time and you ultimately had to revert our unit to the OS 10.5 build 4208 which still produces the indication that the software is up to date.

DEVICE MODEL: 4670X - ROKU ULTRA SERIAL NR.: YJ0028485843 DEVICE ID: KW9982485843

[chucon]

@PawPawRon , thanks for sharing. I have an open ticket on this. If I get the same response I'll be tempted to replace the Ultra with a new-in-the-box AppleTV sitting on a shelf in my closet.

[chucon]

@RokuDanny-R 

1. Please refer to open ticket reference #6787595.

2. ID 34-022-747

3. Refer to the video link I submitted as part of an email reply to #6787595

Thank you.

[RokuDanny-R]

@chucon

Thanks for the post.

Can you please provide the information that I previously requested and I will be able to assist you further.

Thanks,
Danny

[RokuDanny-R]

@PawPawRon

Thanks for the follow up.

We would recommend checking for a system update on your Roku device to see if you can update your Roku device to the latest OS. Once your Roku device has been updated, try seeing if you are still experiencing the issue you were originally reporting.

For more detailed information about how to check for system update, visit our Support page here: Update the software on your streaming devices

Please keep us posted what you find out.

Thanks,
Danny

[Kraken47]

Thanks very much for posting. I’m having the exact same problem. Changed batteries on the remote, same. Just now followed instructions to update software and discovered hasn’t updated in a year. Fixed it! 

[PawPawRon]

Yes. An update was waiting for me when I checked and it installed perfectly and I ran it through the paces and ALL is well, once again. Too bad there aren't more Roku Reps like @RokuDanny-R . Kudos to you and the company should give you a bonus for all the help you provide!!!

[chucon]

@RokuDanny-R 

Model: 4660RW - Roku Ultra
Serial number: YJ00EG122934
Software version: 10.5.0 - build 4211-46
Device ID: CS48CE122934
Tracker ID: 34-022-747

https://www.dropbox.com/s/vwtj2vis0wd5tsl/IMG_0930.MOV?dl=0

[HighMu]

I have the same problem of not being able to select any app from the home screen.  I have done a factory reset.  The software version is 10.5 build 4208-46.  I am not able to update to 11.5. I have tried "check now" but no update is shown.

Previously this ultra 4660X had problems with an update and  RokuDanny-R was able to do some remote magic.  I viewed the video on dropbox showing the remote selecting the ad box at the far right of the screen instead of the first installed app and my problem is identical.  I get this behavior with two different remotes (multiple Rokus here).

Is it possible to push an update to the firmware?

Ultra 4660X   sn YJ006K978480  device ID CK4896978480

[RokuDanny-R · Accepted solution]

@chucon

Thanks for the post.

We would recommend checking now to see if you are able to update to the latest OS at this time.

Please keep us posted what you find out and we will be able to assist you further.

Thanks,
Danny