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 t...
app playback
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