We have been having a lot of issues with our channel (CHIVE TV) crashing on many different devices at many different locations. We believe the issues have started on 07/21, and we also believe that the crashes have something to do with the firmware update that was released 06/20. We checked the BrightScript Crash Logs and haven’t found any recent crashes.
We tested the channel using a Roku 3600x, Roku 2, and a Roku 3. Throughout our tests the video player plays through the content just fine, then randomly we get a garbled up screen with lots of colors (see attached pictures). After some time the screen will go black and remote control input buttons do not respond. Eventually the Roku screensaver will kick in, but we must restart the Roku for it to operate normally. All of the crashed devices are on the newest 7.7.0 firmware build 4116. From our experience, the video crash occurs at different times and on different video segments. We’ve attached a few different screenshots here.
When I sideloaded the channel I was able to view the console as it crashed. The video component reported an unknown event, but it was still reporting to our Google Analytics. By “unknown” event - it was not a documented event within here: Getting started
It’s important to note that we have not changed anything on our side. No new release, no changes to our video streams, no changes to the backend code (our API).
Has anybody else had issues with the latest 7.7.0 firmware build 4116? Any help would be greatly appreciated as this issue is very urgent for us.
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All of the crashed devices are on the newest 7.7.0 firmware build 4116. From our experience, the video crash occurs at different times and on different video segments. We’ve attached a few different screenshots here
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Are you still reproducing this issue?
If so, can you provide the model number and/or serial number of some device(s) that are showing the problem?
If you can also (or instead) provide a media stream URL that you think reproduces the issue, that would be most helpful.
We are still crashing our devices. We got in contact with Roku Partner Success and they said they have had multiple reports with the same issue. From what it sounded like, it was crashing devices that had a serial number beginning with “5S” or “5F.” They said there was a new update out, so I’m upgrading our devices from 4116 to 4119 in hopes that this will fix it.
“jamesonf” wrote:
We are still crashing our devices. We got in contact with Roku Partner Success and they said they have had multiple reports with the same issue. From what it sounded like, it was crashing devices that had a serial number beginning with “5S” or “5F.” They said there was a new update out, so I’m upgrading our devices from 4116 to 4119 in hopes that this will fix it.
Let me dispel some confusion - the source of “5S” or “5F” prefixes was the list of device S/N that you (Chive) provided - then you were asked if there are other kinds. It’s not clear yet if there are multiple reports - yours is the only solid lead, another one may be unrelated. I don’t think anybody on our side has been able to reproduce the issue, so exact steps to reproduce will be and helpful?
“jhoya” wrote:
I have the exact same problem, same screen output on crash. Crashes after 10-60 minutes on Streaming Stick (s/n 5S*), not Express or Premiere.
Email partnerSuccess@roku.com with details on your channel (name, ID), as this might be of help reproducing. Also helpful might be mentioning who is your video host and details on the video encoding.
Ditto @jamesonf re video encoding - if you can provide details or try tweaking it to see if particular settings avoid it.
The issue was never resolved. We have a few Rokus on the beta receiving the beta firmware updates as well. We have been working hard at getting an RSG build running stable, and we just submitted it today to Roku.
As far as we can tell, Scene Graph hasn’t crashed using the same api endpoints, videos, and codecs.
I’m having the same issue on a few boxes running software I’m developing. Happens at random and can be stopped by quickly pressing the back button closing the video node. If you leave it a few seconds it no longer responds and has to be restarted.
The issue has manifested on multiple Roku 2’s, multiple Roku Streaming Sticks (3500EU) but not on any Roku Express boxes (imported to UK from US).
Only started happening in the last few weeks, coinciding with the latest update.
“jamesonf” wrote:
The issue was never resolved. We have a few Rokus on the beta receiving the beta firmware updates as well. We have been working hard at getting an RSG build running stable, and we just submitted it today to Roku.
As far as we can tell, Scene Graph hasn’t crashed using the same api endpoints, videos, and codecs.
Yes, i noticed you have been pushing RSG build but it might not be the difference between SDK1 and RSG. In your initial report (8/4) you pointed it’s happening with your RSG code too. I don’t know of any change made here that would have resolved only the RSG side.
But was a specific change we made on our side on Monday that may have fixed both cases. Can you very specifically ask around and see if the issue has happened since Tuesday in your production SDK1 app?
“jamesonf” wrote:
The issue was never resolved. We have a few Rokus on the beta receiving the beta firmware updates as well. We have been working hard at getting an RSG build running stable, and we just submitted it today to Roku.
As far as we can tell, Scene Graph hasn’t crashed using the same api endpoints, videos, and codecs.
Yes, i noticed you have been pushing RSG build but it might not be the difference between SDK1 and RSG. In your initial report (8/4) you pointed it’s happening with your RSG code too. I don’t know of any change made here that would have resolved only the RSG side.
But was a specific change we made on our side on Monday that may have fixed both cases. Can you very specifically ask around and see if the issue has happened since Tuesday in your production SDK1 app?
If it helps, I’ve had the issue happen yesterday on a Roku 2 running the latest firmware, it happened about 20 minutes into a test MP4 I let run (h264 aac). This was with a RSG video node. I pressed back after a few seconds and it went back to the previous screen without issue, from there I was able to play the video again. Usually it would crash the entire box though and it would have to be restarted.
Those still experiencing the issue -
have you noticed some relation between the size of the video file played - or position in the video file - and the issue happening?
E.g. “happens only on files >2gb”, or >4gb etc. Or does it happen (more) reliably when fast-forwarding past particular position in a big file and then playing - even if did not play that long time?
When I sideloaded the channel I was able to view the console as it crashed. The video component reported an unknown event, but it was still reporting to our Google Analytics. By “unknown” event - it was not a documented event within here: https://sdkdocs.roku.com/display/sdkdoc/roVideoPlayerEvent[/url:5z0m5pwr]
Follow-up on this opening remark - what do you mean by “unknown”, again?
Is it “isRequestFailed()” with unknown getIndex() code or what?
Mind you, roVideoPlayerEvent does not have “isUnknown()” predicate, so the choice of printing it to console as unknown was done by you/your developer. Mind troubleshooting that a little more? E.g. put a STOP in the catch-all branch that handles unrecognized events and when side-loaded and this happens, try investigating manually in console what that event is (getIndex(), getInfo(), getMessage()).
7.7 build 4137 has an additional change to fix the streaming files for the continuous stream is larger than 4Gbytes.
Is anyone interested in trying this out? Just need a serial number of the roku to put it on our plex on 7.7 firmware test list.
thanks
rokudale
