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jamesonf's avatar
jamesonf
Visitor
8 years ago

Firmware 7.7.0 Video Crashes

We have been having a lot of issues with our channel (CHIVE TV) crashing on many different devices at many different locations. We believe the issues have started on 07/21, and we also believe that the crashes have something to do with the firmware update that was released 06/20. We checked the BrightScript Crash Logs and haven’t found any recent crashes.

We tested the channel using a Roku 3600x, Roku 2, and a Roku 3.  Throughout our tests the video player plays through the content just fine, then randomly we get a garbled up screen with lots of colors (see attached pictures). After some time the screen will go black and remote control input buttons do not respond. Eventually the Roku screensaver will kick in, but we must restart the Roku for it to operate normally. All of the crashed devices are on the newest 7.7.0 firmware build 4116. From our experience, the video crash occurs at different times and on different video segments. We've attached a few different screenshots here.

When I sideloaded the channel I was able to view the console as it crashed. The video component reported an unknown event, but it was still reporting to our Google Analytics. By “unknown” event - it was not a documented event within here: https://sdkdocs.roku.com/display/sdkdoc/roVideoPlayerEvent[/url:7p9gvcmk]

It’s important to note that we have not changed anything on our side. No new release, no changes to our video streams, no changes to the backend code (our API).

Has anybody else had issues with the latest 7.7.0 firmware build 4116?  Any help would be greatly appreciated as this issue is very urgent for us.

Roku Developer Program

16 Replies

  • Tyler_Smith's avatar
    Tyler_Smith
    Streaming Star
    8 years ago
    I have not seen this issue in our apps using the Scene Graph Video component.
    We test on the Roku 2, 3, and premiere models.
  • RokuKC's avatar
    RokuKC
    Roku Employee
    8 years ago
    "jamesonf" wrote:

    ...
    All of the crashed devices are on the newest 7.7.0 firmware build 4116. From our experience, the video crash occurs at different times and on different video segments. We've attached a few different screenshots here
    ...


    Are you still reproducing this issue?

    If so, can you provide the model number and/or serial number of some device(s) that are showing the problem?
    If you can also (or instead) provide a media stream URL that you think reproduces the issue, that would be most helpful.
  • jamesonf's avatar
    jamesonf
    Visitor
    8 years ago
    We are still crashing our devices.  We got in contact with Roku Partner Success and they said they have had multiple reports with the same issue.  From what it sounded like, it was crashing devices that had a serial number beginning with "5S" or "5F."  They said there was a new update out, so I'm upgrading our devices from 4116 to 4119 in hopes that this will fix it.
  • NB_'s avatar
    NB_
    Roku Guru
    8 years ago
    "jamesonf" wrote:
    We are still crashing our devices.  We got in contact with Roku Partner Success and they said they have had multiple reports with the same issue.  From what it sounded like, it was crashing devices that had a serial number beginning with "5S" or "5F."  They said there was a new update out, so I'm upgrading our devices from 4116 to 4119 in hopes that this will fix it.

    Let me dispel some confusion - the source of "5S" or "5F" prefixes was the list of device S/N that you (Chive) provided - then you were asked if there are other kinds. It's not clear yet if there are multiple reports - yours is the only solid lead, another one may be unrelated. I don't think anybody on our side has been able to reproduce the issue, so exact steps to reproduce will be and helpful?
  • jhoya's avatar
    jhoya
    Visitor
    8 years ago
    I have the exact same problem, same screen output on crash. Crashes after 10-60 minutes on Streaming Stick (s/n 5S*), not Express or Premiere.

    Software: New RSG channel, tested successfully on 3600X stick in June and early July

    Hardware: Firmware 7.7.0, Build 4116

    Fails on model 3600X s/n
    5S4671153046
    5S4627160751
    and more than 10 others

    looks like this:

     
  • NB_'s avatar
    NB_
    Roku Guru
    8 years ago
    "jhoya" wrote:
    I have the exact same problem, same screen output on crash. Crashes after 10-60 minutes on Streaming Stick (s/n 5S*), not Express or Premiere.

    Email partnerSuccess@roku.com with details on your channel (name, ID), as this might be of help reproducing. Also helpful might be mentioning who is your video host and details on the video encoding.

    Ditto jamesonf re video encoding - if you can provide details or try tweaking it to see if particular settings avoid it.
  • NB_'s avatar
    NB_
    Roku Guru
    8 years ago
    jamesonf, jhoya -
    has the issue you experienced disappeared over the last few days or is it still happening in exactly the same way?
  • jamesonf's avatar
    jamesonf
    Visitor
    8 years ago
    @RokuNB,

    The issue was never resolved. We have a few Rokus on the beta receiving the beta firmware updates as well.  We have been working hard at getting an RSG build running stable, and we just submitted it today to Roku.

    As far as we can tell, Scene Graph hasn't crashed using the same api endpoints, videos, and codecs.
  • JordanT92's avatar
    JordanT92
    Visitor
    8 years ago
    I'm having the same issue on a few boxes running software I'm developing. Happens at random and can be stopped by quickly pressing the back button closing the video node. If you leave it a few seconds it no longer responds and has to be restarted.

    The issue has manifested on multiple Roku 2's, multiple Roku Streaming Sticks (3500EU) but not on any Roku Express boxes (imported to UK from US).

    Only started happening in the last few weeks, coinciding with the latest update.