Forum Discussion

RassP's avatar
RassP
Channel Surfer
2 years ago

Chic Fil A commercials are still causing the Roku channel to freeze during watching.

Since the last update, the Chick-fil-A commercials are causing the app to freeze during television shows. It happens after every single Chick-fil-A commercial (and there are a lot of them being broadcast). Then once I push the back button and then hit play again ANOTHER chic fil A commercial plays. On the second round, the tv show will continue. Then 5 minutes later…here comes another Chic Fil. A commercial and another freeze. Please…can someone at Roku throw some attention to this issue? I really can’t endure watching the channel at this point. 
thanks

app playback

27 Replies

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  • RokuERey's avatar
    RokuERey
    Retired Moderator
    2 years ago

    Hi RassP,

    Welcome to the Roku Community!

    We're sorry for the inconvenience, and we'd like to help you out with this. Could you share with us the details below?

    • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About) mobile device brand, model, and OS
    • 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).
    • Can you provide a video or screenshot of the issue you're experiencing, if possible?

    We look forward to it.

    Thanks,

    Rey

    • RassP's avatar
      RassP
      Channel Surfer
      2 years ago

      Model: 3930X - Roku Express

      Serial Number: X00400GK2G0L

      Device ID: S00831AK2G0L

      software version: 12.5.0 . Build 4178-AE

      GC version 10.2.518

      timestamp: 2023-11-10T05:12:28Z

      issue ID: 0L-451-032

      tried to insert a picture, but it won’t allow it. It freezes on the last part of the commercial when the “it’s the little things” caption appears.

       

      thank you

      • RokuJanadeeK's avatar
        RokuJanadeeK
        Retired Moderator
        2 years ago

        Thanks for the follow-up, RassP.

        No worries; we have collected this data and forwarded it to the appropriate Roku team for further review and investigation.

        We'll appreciate your patience in the meantime.

        Regards,
        Janadee

  • Lorne101's avatar
    Lorne101
    Newbie
    2 years ago

    I’m having this issue as well.  Only freezes on chick fil a ads.  Have to restart program each time.

    • RokuERey's avatar
      RokuERey
      Retired Moderator
      2 years ago

      Hi Lorne101,

      Thanks for joining us here in the Roku Community!

      Our team is currently aware of this issue and is working on it. We'll be forwarding any updates here once information is available.

      Thanks,

      Rey

      • L8ndad's avatar
        L8ndad
        Reel Rookie
        2 years ago

        Same issue.... does it with Chic fil a and ROKU add

  • Bred43's avatar
    Bred43
    Newbie
    2 years ago

    Same thing and I’m upset about it. I like to watch 2 broke girls anger management and sleep but before I could close my eyes the midlothian commercial is on freeze

    • RokuJechealR's avatar
      RokuJechealR
      Retired Moderator
      2 years ago

      Hi Bred43,

      Thanks for reaching out to us here in the Roku Community!

      We will request reinforcement from the appropriate Roku team to further review your device and to help fix this.

      Kindly provide us with the following details below so we can forward this to our Engineering team for further investigation and fix this as soon as possible:

      • Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
      • What version/build is the app/channel? (this can be found by highlighting the channel/app on the Home screen and pressing the Star* button)
      • Tracker ID (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).

      We'll be looking forward to your response!

      All the best,

      Chel

  • dickhaley725's avatar
    dickhaley725
    Newbie
    2 years ago

    I've  had the same problem for at least two months and have talked to tech assistance multiple times,  Each time they respond as if it's new news, have me go through the same steps each time, promise to bump it up to a higher level, and promise call-back which has never materialized.  I have a service ticket number of 8602941,  but no realistic hope of actual service.  It's very frustrating.

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Hi, dickhaley725

      Welcome to the Roku Community.

      We appreciate you for posting here. Kindly be informed that the issue is currently being worked on. Once more information is available, an update here in this thread will be provided.

      We hope for your understanding regarding this matter.

      All the best,
      Kash

  • Mamie2's avatar
    Mamie2
    Reel Rookie
    2 years ago

    I’m having the same problem too~re: Chik Fil A commercials causing video freezing /& repeating! The only thing that works is exiting the Channel & resuming show.

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      2 years ago

      Hi Mamie2,

      Welcome to the Roku Community!

      We will be more than happy to assist you further, but we will need to gather more details. Can you please provide the following information that RokuJechealR provided above?

      Once we have this information, we will be able to pass it along to our appropriate Roku team for further investigation.

      Thanks,

      John

      • RassP's avatar
        RassP
        Channel Surfer
        2 years ago

        Well…it seems the chic fil an issue has been resolved. Thanks ROKU team! But now it’s the Roku commercial that freezing.  It’s the commercial that shows the variety of shows you can watch and ends with the Roku tag on the blue screen. Anyone else experiencing this?