Solving playback issues

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Leee
Level 9

Roku express 3700x build 4312-28 reverts to Home Screen every 1 to 2 hours.

Tried different Wi-Fi’s,power resets,restarts,another tv,different cables,updates,deleted apps-reinstalled app-restarted router-same thing.  Any other ideas would be appreciated.

v=11.5.0

build=4312-28

model=3700x

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8 REPLIES 8
RokuKariza-D
Roku Employee
Roku Employee

Re: Roku express 3700x build 4312-28 reverts to Home Screen every 1 to 2 hours.

Hi @Leee

Thanks for reaching out here in the Community.

Could you tell us how are you powering your Roku device? Is it connected to the USB port of the TV or to a wall outlet? In some cases, the USB power provided by the TV is not sufficient to power the device. Even though your Roku device may appear to be working, running with insufficient power can lead to instability, crashing, and other unpredictable behavior.

Using the included power cord and power adapter, we suggest plugging your Roku into a working power outlet in the wall. Powering it through a power outlet in the wall has the additional advantage that your Roku player will not need to power up every time you turn on your TV. This means your Roku player will be up and running faster than it would be connected to a TV.

Let us know if there's any difference after.


All the best,
Kariza

Kariza D.
Roku Forum Moderator
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Leee
Level 9

Re: Roku express 3700x build 4312-28 reverts to Home Screen every 1 to 2 hours.

Yes, I do use an outlet to power my ROKU. My model 3710x and 3700x are the problem. Both have build 4312-28. My ROKU 3910RW works fine. All 3 hav3 version 11.5.0 on them. 

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Leee
Level 9

Re: Roku express 3700x build 4312-28 reverts to Home Screen every 1 to 2 hours.

Also my model 3910rw has a different build

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RokuDanny-R
Roku Employee
Roku Employee

Re: Roku express 3700x build 4312-28 reverts to Home Screen every 1 to 2 hours.

@Leee

Thanks for the follow up.

Can you please provide us the following information:

  • Roku device model, serial number, device ID, and 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 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 and provide us with this ID)
  • steps to reproduce the issue you are seeing 

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Leee
Level 9

Re: Roku express 3700x build 4312-28 reverts to Home Screen every 1 to 2 hours.

ROKU Model 3700x-ROKU EXPRESS (On Samsung TV)

Serial # YU0055654300

Device ID 7G2735654300

Software OS/Version 11.5.0  Build 4312-28

Occurs on any channel under HULU LIVE TV (7ABC,FOX News,History, ETC.)

HULU Version 6.66 Build 0

Tracker ID 29-027-015

Steps to reproduce this-- HULU App>Live TV>Fox News or any channel 

NOTE: HULU App>Movies,Disney +,Netflix,Newsmax have no Problem.

            I Have 2 other Different ROKU models with same OS 11.5.0 but different Builds that work fine.

 

Also ROKU model 3710x-ROKU EXPRESS + (on LG TV).

Serial # YU009K230229

Device ID 7H2699230229

Software OS/Version  11.5.0  Build 4312-28

Occurs on any channel under HULU Live TV (7ABC Fox News, History, ETC.)

HULU Version/Build 6.66 Build 0

 

Tracker ID  29-027-015

Steps to reproduce this--HULU APP>LIVE TV>>7 ABC

NOTE:HULU APP>Movies,Disney+,Netflix,work all work fine.

           I have 2 other different ROKU models with same OS 11.5.0 but different Builds that work fine.

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Leee
Level 9

Re: Roku express 3700x build 4312-28 reverts to Home Screen every 1 to 2 hours.

Still testing every day on my Roku 3710x model. Yes it still fails every day. Here is another TRACKER 

ID # 29-031-410. It has been going on for 2 months now. What is being done to solve this issur????

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Leee
Level 9

Re: Roku express 3700x build 4312-28 reverts to Home Screen every 1 to 2 hours.

here is another going back to home screen TRACKER ID# 29-031-635

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RokuDanny-R
Roku Employee
Roku Employee

Re: Roku express 3700x build 4312-28 reverts to Home Screen every 1 to 2 hours.

@Leee

Thanks for the follow up.

I have passed along your concerns and information to our Support team. They will follow up and assist you.

 

Thanks,
Danny

Danny R.
Roku Forum Moderator
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