Forum Discussion

r0kumonkey's avatar
r0kumonkey
Streaming Star
8 months ago

Roku iPhone app locking up and/or dropping audio after navigating away or locking the iphone screen

App is still freezing up and/or dropping audio, especially after navigating away from the Roku app and/or locking the screen. **Problem persists across ios devices and after removing and reinstallin...
mobile app
RokuJechealR's avatar
RokuJechealR
Retired Moderator
7 months ago

Hi r0kumonkey,

Greetings from the Roku Community!

Thanks for bringing this to our attention about the behavior you've encountered using the Roku mobile app and the steps you have taken so far.

We would happily investigate this issue further, but we need more details.

Can you please provide us with the following information:

  • Roku device model, serial number, device ID, and current software 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)

Once we have this information, we can pass it along to the appropriate Roku team for further investigation.

Thank you,
Chel

r0kumonkey's avatar
r0kumonkey
Streaming Star
7 months ago

We have several Roku devices in the house and it is happening with all of them on the iPhone app, but my wife’s Android app works fine. Based on this it is more likely that the issue is with the iPhone app versus a specific tv.

However, here is the information from one of our Roku tv’s:

TCL Model:  84S455

Serial Number:  X01200EM67NF

Software Version:  14.0

I have easily replicated the predictable and repeatable issue and used the physical remote to hit Home 5 times and Back 5 times to generate this code

ID:  NF-504-987

  • RokuJechealR's avatar
    RokuJechealR
    Retired Moderator
    7 months ago

    Thanks for the follow-up, r0kumonkey!

    We have passed along the additional information to the appropriate Roku team. Once more information is available, we will post an update on this thread.

    In the meantime, we appreciate your patience and understanding regarding this matter.

    We hope to get everything sorted out soon.

    Thank you,
    Chel