Solving playback issues

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OS 10.5 affecting other models

The 10.5 update affecting playback came up on my Google news feed and caught my attention. So far that issue is only addressed with the older ultra models and roku tv's. I have two roku premiere model 3920RW's purchased and installed a week and a half ago that won't stream from slingtv without frequent buffering and picture pixelation. It is bad enough that it brings up a prompt to check the internet connection (which is excellent). My old roku express 3900x in the bedroom is also having issues and has been updated with the same 10.5 operating software. I'm curious if anyone else is experiencing this on models that haven't already been addressed and if it is related to the 10.5 update.

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8 REPLIES 8
makaiguy
Community Streaming Expert

Re: OS 10.5 affecting other models

Most people think all Rokus are the same and don't even mention whether they have a separate Roku device or a Roku TV in their posts to the Community, let alone their Roku model or model number, so anecdotal information is sadly limited.

But I've seen lots of complaints from many models, including older and newer Ultra models, since rollout of Roku 10.5.

For whatever it's worth, I now have 10.5 on all 3 of the devices listed in my signature below and have not experienced any growing pains with the new version.  I don't know if it really matters but when I upgrade to a new major Roku version I always manually run an additional update check as soon as I receive the Roku update to make sure I have the latest versions of all my channel apps to prevent many update-related problems (Settings > System > System update > Check now).

And for good measure, I always do a System Restart after updating.  Depending on your Roku model and Roku system version, you'll find the System restart option under either Settings > System > Power or Settings > System.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking "Accept as Solution.".

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X
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AchNEf
Level 8

Re: OS 10.5 affecting other models

It's been almost 10 days of not being able to get the full benefits from my Rokus...

New to the community but not to ROKU.  I have 3 Roku Express on my 3 (non-smart) TVs and since the 11/17/2021 update-- they're useless.  I've had them for a while as all 3 Rokus are labeled 3930X. 

What I have noticed since the update-- I see a difference in the menu options that I don't recall seeing before-- such as "Apple Airplay and Homekit" and "Guest Mode."  

All 3 of my ROKUs HAD performed at a level to my satisfaction-- no complaints, until now with this upgrade.  

I attempted to submit a ticket to replace; however, only 1 of the 3 Roku Express Model 3930X showed up as being eligible.  Nonetheless, I will provide the information they're requesting in case they're willing to replace all 3.  

In the interim, thank God for a Desktop Computer-- Antennas on 2 of my TVs, Prime Video and Xfinity stream. 

 

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Cyberclaw
Level 8

Re: OS 10.5 affecting other models

It is wreaking havoc on my 2020 Roku Ultra 4800x as well.  This device worked flawlessly prior to the 10.5 update.  Now it keeps detecting the wrong screen resolution (720p).  I manually set it at the correct resolution (4K), but hours later it will go back to the wrong resolution. 

Because this a newer model, it has not been given the option of rolling back to 10.0.

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Re: OS 10.5 affecting other models

Not sure whether the update played any part in my situation. What I didn't take into consideration before is that my linksys ea7300 is a dual band router so while my phone was typically reading 130mbps on the 5 ghz 802.11ac band, if I switched to the 2.4 ghz N band it would top out at 40mbps. The roku's would claim anything as poor as 3mb to be "good". With two roku's sitting idle at any point the 3rd would vary anywhere from a 30mbps down to 3 and streaming would suffer anytime it dropped below 12. I changed the router channel to one that had less users but no significant improvement. Online research suggests that 40-50mbps is a typical average speed on a 2.4 ghz 802.11n connection which is the best connection that my devices were capable of. Today's decision was to purchase a roku ultra for the living room. With the wired connection it is working good so far. For the bedroom I replaced the roku with an onn streaming device. While it doesn't have the same tech specs for sound and picture as the roku's, it does have the voice search capability similar to the ultra. It outperforms all of the non-ultra roku models in terms of speed and stability with the 5 ghz ac band wifi connection. That in itself gives it a better picture and audio quality than the roku that had better software but was practically unusable. It also adds chromecast which I prefer over the roku's screen mirroring. For $20 it is a very impressive package and a serious competitor.

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Re: OS 10.5 affecting other models

Yes indeed-same problem with all apps but worse with FUBO on my (2) 3931X models. Buffers every 3-5 minutes and then for a period of 5-30nseconds.  Never happened before the November 10.5 download/update to these devices.  I have read that ROKU has provided instructions on how to roll back this “update” to a version which works under the Setting/System Update menu—I don’t see this for my devices.  I have checked all other troubleshooting for ROuter/internet speed with Spectrum.  I am unable to speak with a real person at Roku about this,

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RokuKariza-D
Roku Employee
Roku Employee

Re: OS 10.5 affecting other models

Hey @Stanleysteamer

Thanks for bringing this to our attention.

Could you tell us more about the issue you're running into? Also, please provide us with the following information for further investigation:

-Roku device model
-Serial number
-Device ID
-Software OS/version
(these can all be found in Settings > System > About)
-Does this issue occur on a specific channel? If so, what channel and what version/build is the channel (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)
-Steps to reproduce the issue you are seeing

With more information, we will be able to assist you further.


All the best,
Kariza

Kariza D.
Roku Forum Moderator
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lilsmama
Level 8

Re: OS 10.5 affecting other models

@RokuKariza-D Could you please just let us roll back until Roku gets this sorted?

I've spent so many hours trying to figure out what's going on. going through all the recommended steps, posting on forums, and chatting with you. I don't have time for this, and I'm sure no one else does. Not that you asked, but at this point. I've learned to just paste it to all messages, here's *my* device info:

 

-Roku device model: Roku TV C134X, TCL Model 43S435
 
-serial number: X00000WLRMRJ
 
-device ID: S02ST11LRMRJ
 
-software OS/version: 10.5.0 build 4201-93
RokuDanny-R
Roku Employee
Roku Employee

Re: OS 10.5 affecting other models

@lilsmama

Thanks for the post.

Can you please specify the issue you are experiencing?

-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be 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)
-steps to reproduce the issue you are seeing

With more detailed information, we will be able to assist you further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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