Solving playback issues

[gsc]

Just tried your steps 1-5 with my Express 4K+. Still same problem which may be two fold:

in addition to the picture freezing after about one minute into a show while the audio continues, I have also noticed three things on login:

1) When the blue light comes on indicating power I am noticing that a quick red blink in the blue light also flashes once after about 5 seconds of powering on.

2) The R O K U logo letters no longer appear when the TV is turned on.

3) I'm also getting a TV device message saying there is no signal, but in fact the signal is OK and strong when checked in settings.

Any theories?

[renojim]

@gsc, if you were seeing the R O K U letters (the startup animation) when you turned on the TV then that implies you're using the TV's USB port for power.  Try using the supplied power adapter.

[squig]

Try using the plug adapter and plug into the wall not into usb on tv. This solved it for me. 

[Marksw]

Thanks, Swuig. I always used the plug adapter, and never the TV's USB.  I returned the Roku to Walmart.  Not sure what I will try next, as the Spectrum app running in the older Samsung TV is not cutting it.

[EllenT]

This started happening to us 2-3 weeks ago.  We have 3 Rokus and they are all doing it.  I am about ready to throw them in the garbage and buy a different product.

[RokuNimfa-C]

Hi @EllenT,

Thanks for letting us know so we can look into this further.

We would love to help! We wish to learn more about your experience to determine how best we can assist.

• Do you receive an error code or message?
• Does the issue only occur on a specific channel or all channels on your Roku device?
• What troubleshooting steps have you taken so far to try to resolve the issue?
• What are the steps to reproduce the issue you are seeing?

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


Regards,
Nimfa

[Bamanana]

I am having the same problem, screen freezes but audio keeps playing.  It happens each time I try to “skip” the opening credits on shows.  It also happened in the middle of a football game and my husband was not happy!  I have a Roku tv that this does not happen on.  It happens on the tv that is using a Roku steaming stick.  

[RokuNimfa-C]

Hi @Bamanana, 

Thanks for your post. 

Could you tell us how are you powering your Roku device? Is it connected to the USB port of the TV or to a wall outlet? Kindly give us also the requested details above so we can look into this further. 

Keep us posted and we'll continue assisting from there.


Regards,
Nimfa

[Bamanana]

I have the device plugged into a USB port on the tv.

[HDMIGuy]

@Bamanana Use a wall outlet to power the device.  The USB port on many TVs will cause unstable operation.