Forum Discussion
51 Replies
- RokuEReyRetired Moderator
Hi Harleybabe38,
Welcome to the Roku Community!
We apologize for the delay in responding. We value your complaint on the Netflix playback issue and the troubleshooting efforts you made.
We want to add some additional troubleshooting here. Try connecting your device to a different network, such as a mobile hotspot, and see if that resolves the issue.
Kindly keep us posted!
Thanks,
Rey- JFM2Newbie
Following up on this as well... let's see if I can be relatively organized and systematic in how I describe the issue and steps already taken (although assume anything basic like remove/reload app was tried ages ago).
My Netflix "jams up" for lack of a better term, like others in this thread. Mine manifests as such: starting most any program on Netflix will begin for a short period of time, within 30 seconds, the show will start lagging, the audio will drop out (captions will keep running for a bit), then it'll buffer and eventually overload and the app will reset, or it'll just overload and I'll manually have to press the home button a few times for it to "crash" the Netflix app. Immediately going back into Netflix and trying again, yields the same result. Waiting until later, usually yields the same result.
65" TCL 65S4 TV
So... some basic information.
1) Yes, I have attempted to restart/reboot my TV. Attempted all three of: power button, remote sequence, menu hard reboot. Does not fix.
2) Yes, I have attempted to delete the app and reload the same Netflix app. Does not fix.
3) Yes, I have attempted to reboot my internet, power cycling my device. Does not fix.
4) Yes, I have attempted to connect to an entirely different source of the internet. Does not fix.
5) As far as a speedtest goes, I am on Google Fiber and have speeds of 290down 180up.
6) Netflix is not currently experiencing a service outage (for the past 12 months).
7) My Roku OS is set to autoupdate and updates regularly. It is currently up-to-date however this issue has been recurring for sometime inside of a year, I don't think it's a deprecated OS.
😎I have attempted to go into the Netflix app on my Roku, find the Get Help button, and push reload Netflix. Does not fix.
Answering some basic questions from earlier in the thread.
1) I noticed the issue starting sometime within the past 12 months. It is a growing frustration.
2) I have four active Roku devices two stream bars, one stick, and this TCL/Roku TV. The only device where this is an issue is the TCL/Roku TV. I have not contacted Netflix as this issue does not appear to be any other devices. Just one specific piece of hardware, this TCL/Roku TV.
A simple search of this thread, and then this forum, shows there's no lack of "Netflix and Roku" issues. Is Roku currently acknowledging the volume of recurring/similar issues? Is Roku currently working on fixing this issue?
- RokuEReyRetired Moderator
Hey JFM2,
I just wanted to welcome you here in the Roku Community!
This seems like a lot of detailed information on what's going on, and we appreciate your effort along with the troubleshooting steps attempted.
We'd like to take a step in here, and we'll need your extra help. Please share with us the details below.
- Roku device 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).
- Netflix channel version (highlight the channel tile, then press the * sign button on your device).
Once we have this information, we'll be able to forward this report to the appropriate Roku team for further investigation.
We'll be looking forward to your update!
Thanks,
Rey