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ih800a's profile

Contributor

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5 Messages

Sun, Apr 3, 2022 7:22 PM

DirecTV Stream live content crashes Roku

For the past two weeks, when I watch live channels through the DirecTV Stream app, my Roku Ultra will crash after about 10 minutes.  The screen freezes for about 30 seconds and then the Roku reboots to the bouncing logo.  When I start the app again, I typically see distorted/artifacts at the top of the screen for the first 30 seconds, then the process happens again.

After researching online, I have performed the following steps

  • Update DirecTV Stream app
  • Update Roku system
  • Remove DirecTV stream app (reboot, then reinstall the app)
  • Replace the HDMI cable

I've also determined that this only happens with live content.  If I watch pre-recorded/DVR/My Library content, the system does not reboot.

bcbsncjlj

ACE - Expert

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3.3K Messages

8 months ago

Have you performed a factory reset on the Roku? 

Contributor

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5 Messages

8 months ago

Thank you for your response. 

I have not done a factory reset on the Roku because it is only the DirecTV Stream app with a problem.  All other Roku apps work as intended for streaming media. 

The issue is most likely a DirecTV Stream app issue, not a Roku issue.  I'm also bringing this issue to others attention in the Roku community group.  

As you might expect, Roku says it is a DirecTV Stream app issue. I fully expect responses here to point to a Roku issue.  Hopefully between forums we can find the solution - regardless of where the bug is found.

bcbsncjlj

ACE - Expert

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3.3K Messages

8 months ago

I doubt it. Ther's not been any reports of issues like your. If it was the app the forum would be flooded with posts since the Roku app is used by all Roku device users. Your best shot right now is to rule out the Roku. Updates on top of apps can always result in variation instead of clean installs.

Contributor

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5 Messages

8 months ago

Thanks for your feedback. I agree that ruling out the Roku as the source of the issue is the correct path.  I'll report back with further information from both forums as appropriate.

bcbsncjlj

ACE - Expert

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3.3K Messages

8 months ago

Good luck. I have had similar issues with other apps and services like this before and in most cases these get resolved by actions like this.

DIRECTVhelp

Community Support

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16.8K Messages

8 months ago

Thanks for the details about your device and the troubleshooting steps that you've performed, @ih800a.

Have you confirmed your Roku device receives a strong signal from your network?


1. Using the Roku remote, press Home.
2. Scroll up or down to Setting.
3. Press the right arrow and select Network.
4. Scroll to the right, to About, providing the Network information.
If the Roku device isn't connected to the network, select Set up connection.
If you do not see your network name, the device may be too far from the router.
Are you using a WiFi connection? Try Ethernet. We also recommend you to move your router next to your Roku device to make sure they have a fluent connection.

Karen, DIRECTV Community Specialist

Contributor

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5 Messages

8 months ago

Karen - I've just completed a network connection reset and the device receives an 'excellent' wireless connection.  This was the case prior to the reset as well, but I expect it may have been the next question.

DIRECTVhelp

Community Support

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16.8K Messages

8 months ago

Thank you for keeping us updated, @ih800a.

We don't want to leave you hanging with your services not working properly.

Let's meet in a Direct Message to take a closer look on this. Please check your DIRECTV Message Inbox (It's the chat icon next to the bell icon in the upper right corner of the Forums)

Karen, DIRECTV Community Specialist

Contributor

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6 Messages

8 months ago

I have the exact same issue and also began with the late March Stream update.  Please let me know if there has been resolution.  Only difference is that I have a Roku 4 instead of an Ultra.  Googling, I have found others with the same issue but have yet to see an answer.

(edited)

Contributor

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6 Messages

8 months ago

Resolution!  New Roku firmware 11.0.0 - Build 4168-17 released 4/5/2022 fixes the crashing and rebooting.  Still get screen artifacts at the start of live TV but no more crashing.

Strange how it only affected a limited number of users across multiple Roku platforms.

New Member

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1 Message

2 months ago

I'm also experiencing video freeze on my Roku Ultra (model 4800X, firmware 11.5.0 build 4190-C2 released sometime since 9/12/2022). I've uninstalled/re-installed the DirecTV Stream app and power-cycled the Roku. The wireless router is within 4 feet of the Roku and signal strength is listed as "excellent". No problems with any other apps on the Roku (Amazon, Netflix, Hulu, Paramount, Apple).

New Member

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1 Message

23 days ago

I have the same issue. It works when I factory reset, but then freezes if I switch to a different app and come back to directv stream


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