Contributor
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5 Messages
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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4.7K Messages
1 year ago
Have you performed a factory reset on the Roku?
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ih800a
Contributor
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5 Messages
1 year 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.
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bcbsncjlj
ACE - Expert
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4.7K Messages
1 year 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.
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ih800a
Contributor
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5 Messages
1 year 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.
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bcbsncjlj
ACE - Expert
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4.7K Messages
1 year 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.
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DIRECTVhelp
Community Support
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18.1K Messages
1 year ago
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
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ih800a
Contributor
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5 Messages
1 year 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.
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DIRECTVhelp
Community Support
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18.1K Messages
1 year ago
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
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benchill
Contributor
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6 Messages
1 year 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)
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benchill
Contributor
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6 Messages
1 year 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.
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MarkT5660
New Member
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1 Message
1 year 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).
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Forestacres
New Member
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1 Message
11 months 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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