When Reporting Issues
Postby RokuShawnS » Fri Oct 21, 2011 9:11 pm
Hello fellow Roku'ers!
I'm posting this tonight to outline what QA, the Engineers, and I need in general in order to better serve you as Roku users. Whenever you post regarding an issue, please keep these requests in mind, in order to provide us with as much information as possible so we can investigate the issue, as well as provide better support.
Channel name. All movie streaming channels
Channel version (Home 3x, Up 2x, Left, Right, Left, Right, Left)
What is the issue being reported? purple screen when streaming movies
What are the steps to reproduce? go to a movie channel, (does it with any of them, netflix, epix, etc)
Is it reproducible (how many times out of 5 does this happen)? yes it is, has happened with 2 Roku 2 XS units now.
What is the serial number of the box? (Found on the bottom of the unit labeled ‘SERIAL NO’ and in Settings -> About, ‘Serial number’.) first one I took back to the store so I do not know. this one is 13c1aL076858
What software version is the box running? (Roku2 = Settings > About ----- Roku1 = Settings >Player Info) both boxes had version 4.2 build 1006
Nice to have:
Code for the channel installed. any of the movie channels
Is the box connected to the internet via wireless or a wired connection? (Wifi or Ethernet.) wireless or wifi
What signal strength is the box reporting if connected to the internet via Wifi? (Roku2 = Settings > About, labeled "Wireless signal strength" ----- Roku1 = Settings > Network)
What type of internet service does the user have? (DSL, Cable, T1, Fiber, Satellite, etc) We have cable internet via comcast
How is the box connected to the TV (HDMI, Composite, Component)? hdmi cable
What resolution is being used? 1080
If it is a paid channel is the user a subscriber/member, and for how long? on netflix we have had the acct for 2 weeks. the others we are new but this also happens on the free channels