Forum Discussion

TarzanMan's avatar
TarzanMan
Reel Rookie
2 years ago
Solved

Express constantly freezes with Netflix

Whenever I use Netflix on Express, it constantly freezes and sometimes it would just stop responding completely. I would hit the Home button to go back, but it goes blank with a black screen and freezes me out completely. After a few minutes it seems to know it’s crashed so it reboots itself. Other times I would just unplug power and start over.

but this has been happening ever since I bought the Express, and it has never been fixed, even with all the Updates I’ve done. I’ve assumed that everybody was experiencing the same thing, but may be not? 
I am unable to surf through the Netflix app from top to bottom as it would freeze halfway through. It freezes all the time.

i have no issues like this with other Apps. It’s just Netflix. 

Roku, please fix it! 
thanks 

app feature
app playback
  • RokuJechealR's avatar
    RokuJechealR
    2 years ago

    Hi TarzanMan,

    A warm welcome to the Roku Community!

    We're sorry to hear about the experience with a playback issue on the Netflix channel. In some cases, that resolves the issue. Make sure you restart your Roku device before adding the channel back in to ensure the process is successful.

    Here are the steps that you can follow:

    1. Remove the channel: Highlight the channel tile on your home screen and press the Star button to open the options menu. Select Remove channel and confirm.
      • Note: If you remove a subscription channel billed to your Roku account, you must cancel the subscription before seeing the Remove Channel option. For help identifying this type of subscription channel, read the detailed article about removing a channel.
    2. Restart your Roku device: If reaching the power cord to unplug your Roku device is inconvenient, you can restart the device from the settings menu. Go to Settings > System > Power > System Restart > Restart. (If you do not see a Power submenu, skip to the next step.).
    3. Reinstall the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.
    • Note: If you add a subscription channel billed to your Roku account, you must re-subscribe.

    For more references on how to troubleshoot any channel playback issues, you can visit our Support page.

    Please keep us posted on what you find out, and we'll continue assisting you from there.

    All the best,
    Chel

3 Replies

  • RokuJechealR's avatar
    RokuJechealR
    Retired Moderator
    2 years ago

    Hi TarzanMan,

    A warm welcome to the Roku Community!

    We're sorry to hear about the experience with a playback issue on the Netflix channel. In some cases, that resolves the issue. Make sure you restart your Roku device before adding the channel back in to ensure the process is successful.

    Here are the steps that you can follow:

    1. Remove the channel: Highlight the channel tile on your home screen and press the Star button to open the options menu. Select Remove channel and confirm.
      • Note: If you remove a subscription channel billed to your Roku account, you must cancel the subscription before seeing the Remove Channel option. For help identifying this type of subscription channel, read the detailed article about removing a channel.
    2. Restart your Roku device: If reaching the power cord to unplug your Roku device is inconvenient, you can restart the device from the settings menu. Go to Settings > System > Power > System Restart > Restart. (If you do not see a Power submenu, skip to the next step.).
    3. Reinstall the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.
    • Note: If you add a subscription channel billed to your Roku account, you must re-subscribe.

    For more references on how to troubleshoot any channel playback issues, you can visit our Support page.

    Please keep us posted on what you find out, and we'll continue assisting you from there.

    All the best,
    Chel

    • TarzanMan's avatar
      TarzanMan
      Reel Rookie
      2 years ago

      I did what was instructed. 
      So far, it seems to surf well, I can scroll through Netflix OK to a point.

      But when I hit the Home button to exit to go back to the Roke main menu, it freezes to a blank screen again and I cannot do anything with the buttons. After about a minute it seems to recognise that it has frozen/crashed, and restarts on its own. So there’s that.

      None of my other Apps do this. It’s just the Netflix app. 

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        2 years ago

        Hi TarzanMan,

        A warm welcome to the Roku Community, and thanks for keeping us posted!

        We appreciate your effort in troubleshooting the issue that you have encountered with the Netflix channel since it crashed. After attempting the troubleshooting steps and videos from other channels play fine, contact the channel provider's customer support team to report the issue and get help. Channels on Roku are maintained by the channel developers themselves. In this case, there's likely an issue within that specific channel that needs to be addressed with an update from them. You can reach Netflix support here.

        If you need anything else, please keep us posted.

        Kind regards,
        John