Forum Discussion

Yo-mama's avatar
Yo-mama
Newbie
2 years ago

Frozen screen at the end of ad break

Every time I get an ad break, it plays to the end of the ad and freezes. I thought I found a solution by going back, pressing ok, going back again and pressing play but it didn't work this time. This time every time I retried, it sent me to the last few seconds of my movie before the ad, then the ad break would start and freeze at the end. I finally fast forwarded and rewound and it worked. Anyone have a better solution or know how to get ahold of Roku to get it fixed?

  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    2 years ago

    Welcome and thank you for posting here in the Roku Community, Yo-mama!

    We regret to hear about this experience. No worries! We're here to assist.

    May we know what specific apps you are having this issue with? Also if this happens inside The Roku Channel app, does it include the Live TV as well as the on-demand shows? If so, we will request additional reinforcement from the relevant Roku team for further assistance and review.

    With this being said, we highly request providing us with the details below:

    • Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
    • Tracker ID (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)

    We'll be anticipating your response!

    Best regards,
    Carly