TVs & players

[StreamerP]

Roku Support called me and sent an email to coordinate an in-home service for a replacement TV. Their partner team at ITI will call me in 1-3 business days. The actual replacement should occur within 15 business days. Based on the experience of others, I am not sure if this will fix the Live TV Pause glitch/sync/buffer bug. I mentioned this during the call, but the agent said that we should just try and see if it works. I will let you know what happens.

[annakarenina]

That's great, I'm pleased for you, but what about the rest of us, ROKU?????

[StreamerP]

@annakarenina You could always try the Secret Menus. For example, try the "Reset and Update Menu (Secret Screen 1)" by pressing Home 5x, Fast Forward 3x, and Rewind 2x. Then you can "Cycle the software update server" and "Update the software". I tried it, and it did change the Software update server from "beta" to "release", and it did force a Roku firmware install. But, the software remained the at the same version (14.1.4 build 7709), as did the status of my problem: still broken. Also, I was not able to change the Software update server from "release" back to "beta". I also ran a USB test, with no issues, although it really didn't provide any type of feedback that would give you confidence that a test was actually performed.

In my experience, I've never solved an issue using these menus, and have only found a couple of the functions useful. One is the Platform Menu, which lets you check the CPU temperature. The other is the Tuner Secret Screen, which shows the signal strength and signal quality (RSSI in dBm and MER in dB) of each digital TV channel at the antenna input. 

Just be careful with some of the secret screens. Some of the functions could cause problems for you like the the ones in Developer Settings Menu.

[JoanneWill]

This is the same issue for me. When I pause live tv, then press play again, it skips forward and then the images and voices don’t sync!  I can only remedy this by changing channels then going back to the channel I was watching. 
I’ve tried your suggestions listed previously and still have the same issue. Reading through the posts here, I can see I’m not the only one experiencing this problem. Can you please advise what you’re doing to help us?

[RokuTakashi]

Hi, @JoanneWill 

Welcome!

Thanks for sharing with us the issue you've experienced with the Live TV. We are aware of the issue, and our team is currently investigating this matter.

To assist us with the investigation, share us with the information 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)
• Error message prompt.

We hope for your response.

Thanks,
Roku Community Team.

[StreamerP]

@JoanneWill , what brand of TV do you have?

As you probably already know, there are two issues being tracked in this thread. @annakarenina, @kwwells51, @Fred-50, and @JeffyMcjeff share your issues. Pausing and unpausing live TV takes you to the live broadcast with the audio out of sync. This occurs on JVC, Sharp, or possibly other third-party TV manufacturer.

@MyRTV23 , @djtlcampbell,  @Trustworthy and myself have a different issue. The play/pause/rewind/fast forward all work, but the picture and audio intermittently stutter about every 10 minutes causing the audio to go out of sync and/or the pause buffer to be cleared. This occurs on Roku branded Select Series and Plus Series TVs. 

[kwwells51]

Looks like ROKU can't be bothered anymore as problem is too difficult for them.  This is in stark contrast to other software providers I have had dealings with who actually know how their product is supposed to work and how to de-bug it.  Fortunately, my set top box is working perfectly.

[JoanneWill]

Hi @StreamerP

It’s a Roku TV, model C169GB

[JoanneWill]

Model

40RS520K

Serial number 

X011006WD2TA

Device ID

S09JP00WD2TA

I’m sorry I don’t see the OS version so I’ve taken a screenshot of the relevant page in settings. Also included a screenshot of the tracker ID as requested 

Thanks 

Joanne 

[StreamerP]

A new 55" Roku Select Series was just delivered by ITI to replace my 3 month old unit. The replacement unit has the same issue as before. After setting up the TV with the Live TV Pause function, I tested it while viewing one of the OTA network channels. For about 20 minutes, things went well, with the no video or audio problems and functional pause, play, rewinded, and fast forward. Then, there was a stutter with pixelation and an audio glitch. When I checked the pause buffer, it had been cleared. The model number (55R4A5R) and software version (Roku Software is 14.1.4 build 7709) are exactly the same.