Solving playback issues

[RokuJharra-Q]

Thanks for the latest information, @jkfisch!

We appreciate the troubleshooting steps you've done so far!

Could you please share more information with us? Kindly provide the necessary details in the section below.

• Roku device model, serial number, device ID, and OS 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)
• Channel build version

We'll be anticipating your response as we are more than eager to help you get back on streaming to your convenience and satisfaction.

Best regards,
Jharra

[jkfisch]

Model: 3820R2 - Streaming Stick 4k

Serial number: X02500YA629S (S0J733DA629S)

Software version: 12.5.5 | build 4174-E6

GC Version: 11.2.23

Timestamp: 2024-04-13T14:52:14z

Issue ID: 9S-149-212

I'll provide the channel version number later on.

[RokuJharra-Q]

Thank you so much for providing us with the requested information, @jkfisch!

We appreciate your attention to detail and would like to let you know that we will be forwarding your details to the appropriate Roku team for review. We understand that waiting can be difficult, so we thank you for your patience and understanding while we work on this. 

If there is anything else you would like us to address or if you have any other concerns, please do not hesitate to let us know. We are here to listen and take action as needed.

Best regards,
Jharra

[Pjreagan]

Patrick Reagan,

Roku/YouTube problems.  Turns black after seconds

Model: 4801RW- Roku Ultra

Ser #. X010008X6FH4

Dev ID:   SODD328X6FH4

OS #????

[RokuJohnB]

We appreciate the information that you have provided to us, @Pjreagan!

We'd love to assist you further with this issue that you're having with the YouTube channel, but we will need to gather more information. Can you please provide the following information below?

• May we know what troubleshooting steps you have taken so far?
• The OS version means the software version of your Roku device, which can be found under settings, system, and about.
• Could you provide us with the Tracker ID by following the steps that @RokuJharra-Q provided above?

Once we have this information, I'll be able to pass it along to our appropriate Roku team who can investigate further.

Thanks,
John