Solving playback issues

[mjrose514]

So we just switched to tmobile home internet vs a mifi. In the evening we're getting downloads of over 300 and it's making our Roku freeze... on all channels. But as soon as we switch back to the slower speeds of the mifi it's fine. During the day on the tmobile home when speeds are around 100 it's also fine... We did all the resetting and checking for updates and nothing helped. Any ideas?

[RokuKariza-D]

Hello @mjrose514

Thanks for posting here in the Community.

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? In some cases, the USB power provided by the TV is not sufficient to power the device. Even though your Roku device may appear to be working, running with insufficient power can lead to instability, crashing, and other unpredictable behavior.

Using the included power cord and power adapter, we suggest plugging your Roku into a working power outlet in the wall.

Let us know if there's any difference after.

All the best,
Kariza

[mjrose514]

It’s powered through the adapter to a surge protector. We’ve had it for about 2 years.

[RokuKariza-D]

@mjrose514

Thanks for the reply.

Please provide us with the serial number of your Roku device. It can be found in the Settings menu by navigating to Settings > System > About. We'll be able to further assist you from there.

All the best,
Kariza