Forum Discussion

seayml's avatar
seayml
Reel Rookie
2 years ago
Solved

Netflix crashes software version 13.0.0 build 24056

Netflix crashes and immediarely returns to home screen when you click on it. Current roku software version 13.0.0 build 24056

Have checked for updates, none available. Have checked for Netflix App updates, none available.

I have removed Netflix App, restarted TV, reinstalled Netflix - still crashes

Did a complere factory reset - still crashes. This issue began approximately 2 days ago. 

app playback
  • RokuMaryEF's avatar
    RokuMaryEF
    12 months ago

    Greetings Community users,

    We've resolved the Netflix streaming problem for the majority, if not all, of our users. To keep things organized, we'll be closing this discussion now.

    If you're still encountering this issue, please create a new thread or message me directly.

    We'll mark this post as solved. Thank you for your patience, and a big thanks to everyone who reported the issue.

    Enjoy your streaming! 💜

    Best regards,
    Roku Community Team

  • eriefisher's avatar
    eriefisher
    Reel Rookie
    2 years ago

    My Roku 3 Netflix just started crashing the other day. You can start Netflix, scroll through the movies/shows/streams but once you select one you get kicked back to the home screen. This will keep happening until you restart via the menu. I've tried all the suggestions I could find. Once restarted and Netflix started it will work.......ONCE....then crash on the next use. There is NO error message. I can provide the data requested later but surely there must be some kind of progress with this issue??? How much more device information is going to make a difference.

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Hi, eriefisher 

      Thanks for posting, and welcome to the Roku Community.

      We appreciate you for sharing this informaiton to us, and we understand that you're having an issue with Netflix on your Roku device. Could you please provide us with the details below so we can further review the issue you have encountered:

      • Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
      • What channel and what version/build is the channel that is having the issue? (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 5 times, followed by the Back button 5 times, and provide us with this ID).
      • A photo or video clip referring to the issue,

      Once we receive the information above, we'll forward it to the appropriate Roku team and work with them to investigate the issue.

      Best wishes,
      Kash

       
       
      • eriefisher's avatar
        eriefisher
        Reel Rookie
        2 years ago

        I'm currently away and will provide the info in a few days.

  • Groce's avatar
    Groce
    Reel Rookie
    2 years ago

    I've had this Sharp Roku TV for 5 years and Netflix for 4 years. This problem of sudden freezes, often while close captioning continues to display, then Netflix closing (and sometimes TV restarting) for about 1 1/2 years. I have tried all suggestions found here, but the only work one time or not at all. 

    Model: 7202X

    serial #: YN008J380138 (9H48A8380138)

    Software version: 12.5.5

    Build: 4174-38

    GC version: 11.4.29

    Issue ID: 38-193-357

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      2 years ago

      Hi, Groce 

      Thanks for posting, and welcome to the Roku Community.

      We appreciate you for providing the information relating to the issue you have encountered with Netflix. Kindly be advised that we have forwarded this to the appropriate Roku team for further investigation. An update will be provided in this thread once more development on the investigation has been conducted.

      We hope for your patience and understanding as we work on this.

      Best wishes,
      Kash

      • Groce's avatar
        Groce
        Reel Rookie
        2 years ago

        It's been a week. Is there no correction?

  • ramenez1's avatar
    ramenez1
    Newbie
    2 years ago

    It happens randomly and is happening more today . We will watch for a few minutes and it crashes to the Roku Home Screen . In the past I reinstalled the app but today that didn’t work today . Anyone else having problems with Netflix ?

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      2 years ago

      Hi ramenez1,

      Greetings from the Roku Community, and thanks for keeping us posted!

      We'll be more than happy to investigate further with this issue, and we would like to gather more details. Can you please provide the following information that RokuCarly provided above?

      Once we have this information, we will be able to pass it along to the appropriate Roku team.

      Thanks,
      John

  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    2 years ago

    Greetings from the Roku Community, seayml!

    We appreciate you bringing this to our attention. No worries! We're here to coordinate with the appropriate Roku team for further investigation and to determine the cause of the playback issues you've been experiencing with the Netflix channel.

    Firstly, may we know if this is the only channel affected? Furthermore, kindly provide us with the following details below for us to create a report ticket effectively:

    • 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)
    • Channel build version. (channels affected if possible)

    In the meantime, we highly appreciate your efforts to troubleshoot the channel and your Roku device. 

    Best regards,
    Carly

    • seayml's avatar
      seayml
      Reel Rookie
      2 years ago

      Only Netflix at this time. When you click on the app, Netflix appears on screen and immediately goes back to home screen in 2 seconds.

      Model: C620X

      Serial number: X00000U4GRNM Device ID: S02JK004GRNM

      Software version: 13.0.0 build 24056-A3 

      Tracker ID: NM-203-902

      • RokuCarly's avatar
        RokuCarly
        Community Moderator
        2 years ago

        Thank you, seayml.

        We appreciate you providing us with the requested information. 

        Rest assured that this has already been forwarded to the appropriate Roku team for further investigation. Once we've been notified of updates from the team, we'll le you know immediately. 

        Your continuous patience and understanding as we work on this are highly appreciated.

        Best regards,
        Carly

  • Mary34's avatar
    Mary34
    Newbie
    12 months ago

    Netflix won’t load content. I’ve done all of the suggested steps from other discussions. Full restart, deleted the app, cleared the cache. Won’t load anything last 24%

  • WireDawgChief's avatar
    WireDawgChief
    Newbie
    12 months ago

    I have two Roku Smart TVs that are having identical problems of programs not loading, stopping at 24%.  I've reloaded Netflix, deleted and reloaded, checked updates, unplugged both TVs, and still a problem. 

    I have a Firestick with Netflix that works  fine on the the Roku TVs, no problems.

    Any ideas why the Netflix app on the Roku Smart TVs won't work, but Netflix on a Firestick will work on the Roku Smart TVs?

    Thanks, Ron

     

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      12 months ago

      Hi, Community users.

      Thanks for bringing this to our attention.

      We understand the issue you've encountered with Netflix not working as expected. Kindly be advised that our team is currently aware of the issue, and an investigation is ongoing. 

      Once more development has been made with the investigation's progress, we'll make sure to provide an update in this thread.

      We hope for your patience and understanding as we work on this.

      Best wishes,
      Kash

  • plantsparky's avatar
    plantsparky
    Newbie
    12 months ago
    • My Sanyo Roku tv will not open The Netflix app. It goes to the black screen withe the word Netflix in red and immediately goes back to the home screen. I have done EVERY option from Roku and Netflix to troubleshoot the problem and nothing works. Netflix works on my other TV but not my 55 inch.
    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      12 months ago

      Hi plantsparky,

      Greetings from the Roku Community, and thanks for the additional information!

      We would like to gather more details and investigate this issue you had with the Netflix channel more thoroughly. Can you please provide the following details that RokuTakashi asked for above?

      Once we have this information, we will be able to pass it along to the appropriate Roku team for further investigation.

      Thanks,
      John

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        12 months ago

        Hello Community users,

        Thank you for being so patient while we addressed the issue.

        Please attempt power cycling your Roku TV by removing the power cord from your Roku device for at least 10 seconds before plugging it back in.

        For Roku device users, restart your Roku device from the Settings menu (Settings > System > Power > Restart)

        We will mark this post as resolved. However, if the provided instructions do not resolve the issue for you, please inform us, and we will provide further assistance!

        Best regards,
        John

  • Alec3's avatar
    Alec3
    Newbie
    12 months ago

    Netflix keeps crashing. Very annoying. Always extremely slow and laggy. None of your solutions posted here has helped. 

    • RokuMaryEF's avatar
      RokuMaryEF
      Community Moderator
      12 months ago

      Greetings Community users,

      We've resolved the Netflix streaming problem for the majority, if not all, of our users. To keep things organized, we'll be closing this discussion now.

      If you're still encountering this issue, please create a new thread or message me directly.

      We'll mark this post as solved. Thank you for your patience, and a big thanks to everyone who reported the issue.

      Enjoy your streaming! 💜

      Best regards,
      Roku Community Team