Forum Discussion

Lisa123b's avatar
Lisa123b
Newbie
2 years ago

Commercials Freeze and forced to exit and re watch commercials is there a fix ?

Why does Roku TV constantly freeze at the last commercial? I get through the whole minute and 1/2 or two minutes then the app freezes and I have to exit the program and re-enter and most often it makes me watch another round of commercials. This happens about every 3rd commercial. Pretty annoying….. 

12 Replies

  • RokuTakashi's avatar
    RokuTakashi
    Community Moderator
    2 years ago

    Hi, Lisa123b 

    Thanks for posting, and welcome to the Roku Community.

    We're sorry to hear that you've experienced this kind of issue, and we'd like to gather more details for us to look into this. Kindly provide us with the following:

    Can you please provide us with the following information:

    • Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
    • Does this issue occur specifically on The Roku Channell? If so, what version/build is the channel? (This can be found by selecting the channel on the Home screen and pressing the * button).
    • 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).

    Your response would be much appreciated as the details you provide will be forwarded to our team for this issue to be addressed.

    All the best,
    Kash

    • burrdea's avatar
      burrdea
      Newbie
      2 years ago

      Having similar problem.

      Yes happening only on Roku Channel

      Info requested

      Device Model 3930CA-Roku Express

      Serial Number X0040080RTJV

      Device ID S0143080RTJV

      Software Version 12.50.build4178-AE

      Channel version/build 9.3-build 10

      Tracker ID JV-483-918

       

       

      • RokuERey's avatar
        RokuERey
        Retired Moderator
        2 years ago

        Hi burrdea,

        Thanks for reaching out here in the Roku Community, and appreciate the details about this issue you're running into.

        We'll forward this over to the right team for further investigation. We'll make sure to post an update on this thread once we have it available.

        Thanks,

        Rey

    • Cammy_D's avatar
      Cammy_D
      Reel Rookie
      2 years ago

      For me it is when I am streaming a show, such as Martha Bakes. Then when I exit, because of it freezing on commercials, I re-watch the commercials and it restarts the show from the beginning even though it says resume. 

      Model: 3930X - Roku Express

      Serial number: X00400HE1PGA

      Software version: 12.5.0 build 4178-AE 

      • RokuArjiemar's avatar
        RokuArjiemar
        Retired Moderator
        2 years ago

        Hello! Cammy_D,

        Thanks for the post,

        We wanted to let you know that we have passed along your information to the appropriate Roku team to investigate further.

        Thanks for your continued patience. Do not hesitate to let us know if you have any additional feedback.

        Regards,

        Arjiemar