Forum Discussion

Luigi1's avatar
Luigi1
Newbie
2 years ago

Netflix app freezes all the time on Roku TCL TV

Watching Netflix became impossible. The app continuosly freezes and crash. All the other apps are working fine. My download speed is 935 mbps. So far I tried everything, rebooting, deleting the app a...
RokuJanadeeK's avatar
RokuJanadeeK
Retired Moderator
2 years ago

Hi Luigi1,

Thanks for bringing this to our attention.
Our team is currently aware of the issue with Netflix and is keen on investigating this one. That being said, would you please provide us the following details:

  • Roku device or TV model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
  • What channel and what version or build is it? (This can be found by selecting the channel on the home screen and pressing the * button.)
  • 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).

Once a few more pieces of information have been gathered, we will be able to pass them along to the appropriate support team to investigate further. We look forward to hearing back from you.

Sincerely,
Janadee

rmauri's avatar
rmauri
Reel Rookie
2 years ago

I am plagued by this maddening issue too.
Netflix app on TCL Roku tv over wireless will have picture and sound freeze ; workaround is to rewind and start play again. This happens 99% of the time and is certaily a tech flaw that TCL can't seem to fix. I contacted support after updating latest build, using fastest most reliable wireless network. The support tech mad me unplug and depress the physical tv power button for a minute and restarfting the tv. Then the tech patiently waiting while I played netflix again and it worked fine and I was happy and closed the case.

The next day, I played netflix again and it froze again like before.

I don't have time to play QA with this **bleep** TV. I can cast over the same wireless w/o issues so it is something with the integrated netflix app. I do not recommend TCL; BEWARE

  • RokuJanadeeK's avatar
    RokuJanadeeK
    Retired Moderator
    2 years ago
    Hi @Cosborne_24,

    Thank you for reporting this issue to the Roku Community!

    We understand that you are unable to stream the Netflix channel. We're happy to help. We would recommend the basic troubleshooting sequence below:
     
    1. Remove the channel: navigate to your Home screen, move to the right, highlight the app, press Star*, then select Remove channel
    2. Perform a system reboot: navigate to your Home, select Settings > System > Power (skip if unavailable) > System restart
    3. Re-install the channel: navigate to your Home, scroll and select Store, look for the app, then press Add channel
    If the issue is persistent, kindly provide us with the following details:
     
    • 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).
    Please keep us posted.
     
    All the best,
    Janadee
    • Jmorel's avatar
      Jmorel
      Newbie
      2 years ago

      Has there been any update or solution for this. I have the same issue. All apps work fine,  but Netflix keeps freezing or lagging constantly for several months now. Netflix works fine on my chrome TV, but for some reason it doesn't on the TCL tv.