Wi-Fi & connectivity

[pseudoswede]

I have a 4670RW with the January 2024 software update (12.5.5). It is connected to a TCL TV with built-in Roku, but I don't use that functionality.

I use the Roku Ultra remote to turn the TV on, and it automatically goes to the Roku Ultra's homepage. Once it reaches the homepage, navigation is very sluggish/laggy. If I'm able to get into an app, you may see it load, but the screen often goes black. Otherwise, after navigating the home page for a while, the screen will go black. After about 10-20 seconds, the TV indicates it has lost the Roku Ultra's HDMI signal, then it goes into the Roku Ultra's boot screen.

I will also note that the Roku Ultra always feels cool to the touch and there is zero indication it's overheated (which appears to be Google's most common answer to why a Roku will keep rebooting). It has usually sat idle for 8-16 hours before what happens above happens.

Once the Roku Ultra has completed rebooting, navigation starts sluggish, but recovers somewhat quickly. Any app I try to open, I get the "loading app" screen, then it eventually opens the app. After that one reboot, which happens once a day, the Roku Ultra performs normally for the rest of the day/night.

The only difference since this started happening has been the addition of a Samsung soundbar (through the TV's HDMI ARC port), which was installed on 1/20/2024 (so a few days before the latest update was installed). Could that somehow be affecting the Roku Ultra? I also have a microSD card inserted, but it's been in there for years. The TCL TV is not connected to the internet, so I haven't checked for updates in at least a year.

[RokuEuniceL]

Hi @pseudoswede,

Greetings from the Roku Community!

We appreciate you letting us know about your problem streaming on your Roku device. We will work with you to know what went wrong so we can assist you further and fix the issue. We recommend performing the below steps to see if they can resolve the issue:

1. Power-cycle your Roku player: unplug it from the wall power outlet and plug it back in.
2. Unplug and replug to a different HDMI port.
3. Check for updates. (Settings > System > Software Update > Check Now)
4. Restart your Roku player. Settings > System > Power (if you do not see a Power submenu, skip to the next step) > System Restart.
5. Restart your network router to refresh connection.

Let us know how it goes, and we'll be glad to further assist you.

Kind regards,                                                                                                                                      Eunice

[pseudoswede]

Hi Eunice,

I have done all of those steps previously, and it's still an issue.

[RokuTakashi]

Thanks for keeping us posted, @pseudoswede

We understand the issues you've faced with your Roku Ultra's restart crash, and we'd like to gather more information so it can be forwarded to the appropriate Roku team for further investigation. Kindly provide the following details below:

• Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
• What channel and what version/build is the channel that is having the issue? (This can be found by selecting the channel on the Home screen and pressing the * button).
• Tracker ID when this issue occurs. (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).
• A photo or video clip referring to the issue,

Once we have this information, we will be able to investigate further.

We look forward to hearing back your response.

Best wishes,
Kash

[pseudoswede]

Sorry for the delay in responding.

I'm not sure if updating my TCL RokuTV to the latest firmware helped, which I did after I posted, but I have not experienced the issue since then.

[atc98092]

@pseudoswede I can't see any correlation between the TV OS version and the way your Ultra 4670 responds. There's nothing the TV can do through HDMI to force your Ultra to reboot. More than likely there's something else involved. If all the previous steps haven't resolved anything, a factory reset will clear any possible corrupted code in the installed apps and start you over with a clean slate. You have to set all your channels back up (they will reinstall automatically) but it's a one-time effort.

I must also point out that the 4670 is approaching five years old now. For an electronic device, that's no spring chicken. It's possible that something internally is failing, and there's really no cost effective way to fix something. I too have a 4670 which works just fine, but it also doesn't get a lot of use. 

Especially since your player shows no sign of overheating, there's likely not much else you can try, other than the factory reset. That's always the last option to take, since it does take a little time to set your apps back up again. But sometimes it's the only thing that will clear random issues like this. 

[pseudoswede · Accepted solution]

As I stated, my Roku device no longer randomly reboots. I have no idea what/why/how happened, and I merely found it a strange coincidence that it stopped randomly rebooting after I updated the TV's Roku firmware.

[RokuJechealR]

Hi @pseudoswede,

Thank you for letting us know about this!

We express our gratitude for your patience and effort in this matter, and we're happy to hear that the issue has already been resolved.

If you have any other questions or concerns, please let us know.

All the best,
Chel