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
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

  • putz4582's avatar
    putz4582
    Binge Watcher
    2 years ago

    Issue started about 2 weeks ago on all 3 of my TV’s. Per another post on this community I tried a system restart multiple times but the problem persists. On the Roku channel when an ad finished playing it just freezes, no video and no sound, just a frame from the ad. i push the ‘back’ button, then ‘resume’ and another set of ads play before the show starts.  This has all been documented by other users too. 

     

    • Marenick's avatar
      Marenick
      Channel Surfer
      2 years ago

      Yep - Still happening on mine.  Even after I sent the requested error information that ROKU requested in this thread.  Nothing has changed.

    • RokuJanadeeK's avatar
      RokuJanadeeK
      Retired Moderator
      2 years ago

      Hi, putz4582 and Marenick,

      We apologize for the inconvenience this may have caused.

      Please be aware that this issue is still undergoing an in-depth investigation by our Roku engineering team. Rest assured, once we have information to share, we'll surely update this community thread.

      If you haven't provided the following details, we hope you do so for our team to specifically review your device.

      • Roku device or TV model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
      • Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).
      • Steps you have taken in an attempt to fix the issue.

      We appreciate your patience in dealing with this concern.

      Thanks,
      Janadee

      • putz4582's avatar
        putz4582
        Binge Watcher
        2 years ago

        Model 3930RW-Roku Express

        Serial number X00400PN2RDX

        Software Version 12.5.0 build 4178-AE

        Uptime 2 days 23 hours

        Roku support roku.com/support

        Device ID S013337N2RDX

        Network name j*****3

        IP address *******

        Wireless MAC address ********

        Issue report tracker

        Model 3930RW Roku Express

        Serial number X00400PN2RDX (S013337N2RDX)

        Software version 12.5.0 build 4178-AE

        GC version 10.4.45

        Timestamp 2023-12-25T22:16:40Z

        Please use issue ID DX-516-856 to report the current issue

        Sorry, I'm not revelaing the network name, IP, or wireless MAC address

        I've already been hacked once through my Roku account, once bitten, twice shy!!