Forum Discussion

siamhie's avatar
siamhie
Streaming Star
2 years ago

Commercials freeze when watching television shows on the Roku channel

When I'm watching a show the first commercial plays fine but every commercial afterwards freeze.
I can still hear the audio playing but the screen has frozen.

I then have to press the play button to pause it, then press the play button to start it. Sometimes I have to do this twice to get the commercial to play.

Audio is out of sync with the video when the commercial resumes.
This seems to happen on any show I'm watching.

No issue watching television content on any other channels.


Device 1:
Model: 4800X - Roku Ultra
Serial Number: X01000SVPETJ
Software Version: 12.5.0 build 4178-C2
Device ID: S02A2208VPETJ

Device 2:
Model: 4800X - Roku Ultra
Serial Number: X010003HE65X
Software Version: 12.5.0 build 4178-C2
Device ID: S02A213HE65X

app playback

20 Replies

Replies have been turned off for this discussion
  • Marenick's avatar
    Marenick
    Channel Surfer
    2 years ago

    Same thing is happening to me.  But I don't hear the sound in the background.  It just freezes on the commercial and I have to hit the back button and start the show again.

     

    Model 3930X - Roku Express
    Serial number: X00400G27R38
    Software Version: 12.5.0 build 4178-AE
    Device ID: S00831627R38

  • RokuArjiemar's avatar
    RokuArjiemar
    Retired Moderator
    2 years ago

    Hello! siamhie, Marenick 

    Thanks for your post,

    Please provide us with the 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)

    Thanks,

    Arjiemar

    • Marenick's avatar
      Marenick
      Channel Surfer
      2 years ago

      Hi Arjiemar,

       

      Here you go!  Thanks. 

      Issue Report Tracker
      Model: 3930X - Roku Express
      Serial Number: X00400G27R38 (S00831627R38)
      Software Version: 10.3.24
      Timestamp: 2023-12-09T04:25:39Z
      Please use issue ID 38-492-745 to report the current issue.

      Mike

    • siamhie's avatar
      siamhie
      Streaming Star
      2 years ago

      "Please provide us with the tracker ID when this issue occurs"


      No offense RokuArjiemar but what good is that going to do?


      This always seems to happen when the second/third/etc. commercial plays within the content time fame.

      It also happens when there are multiple commercials within the advertisement break time frame.

      • RokuArjiemar's avatar
        RokuArjiemar
        Retired Moderator
        2 years ago

        siamhie,

        Thanks for the post,

        We need the issue ID to pass it along to the appropriate Roku team to investigate further.

        Thanks,

        Arjiemar 

  • RokuArjiemar's avatar
    RokuArjiemar
    Retired Moderator
    2 years ago

    Marenick ,

    Thanks for the post,

    We have passed along your information to the appropriate Roku team to investigate further. Once more information is available, we will be sure to update this Community thread. We appreciate your patience and understanding in the meantime.

    Thanks,

    Arjiemar

    • putz4582's avatar
      putz4582
      Binge Watcher
      2 years ago

      Is anyone at Roku even working on this problem??  Really??  This is an ongoing problem that isn’t going to just auto-magically go away by itself! Get this fixed!!  
      So sorry I invested in Roku devices, should have gone with Amazon Firestick. 

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        2 years ago

        Hi putz4582,

        Thank you for posting here in the Roku Community!

        We'd like to take a closer look into this issue that you've been having with the Roku channel since the commercial freeze. May we know when the issue started? What troubleshooting steps have you taken so far? Could you send us a photo or video of your running problem?

        With detailed information, we will be able to assist you further.

        Thanks,

        John

  • siamhie's avatar
    siamhie
    Streaming Star
    2 years ago

    RokuArjiemar  Here is my tracker information.

     

    Model: 4800X - Roku Ultra
    Serial number: X010003HE65X (S02A213HE65X)
    Software version: 12.5.0 build 4178-C2
    GC version: 10.4.37
    Timestamp: 2023-12-11T06:32:35Z
    issue ID 5X-495-752

    • RokuCarly's avatar
      RokuCarly
      Community Moderator
      2 years ago

      Thank you for providing us with the requested details, siamhie.

      Rest assured that this has already been forwarded to the appropriate Roku team for further review. 

      If there's anything else we can be of assistance with, please don't hesitate to let us know.

      Best regards,
      Carly