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mkbnj's avatar
mkbnj
Streaming Star
3 years ago
Solved

Netflix freezes on Roku Ultra

Hi Mary,

Requested information below. I connected same Roku to a different monitor, and Netflix did not freeze. This may indicate connectivity issues with specific equipment.

1. Roku device model, serial number, device ID, and software OS/version:

Model 4760X

Serial number YJ0028702178

Device ID KW9992702178

Software version 11.5.0 build 4312-46

2. issue occur on a specific channel?

Netflix only. Version 5.1 build 105096010

3. tracker ID

78-522-614

  • RokuArvyS's avatar
    RokuArvyS
    3 years ago

    Hi aa2019

    Welcome to the Roku Community 
    Roku OS 12 has been announced and is rolling out to all supported Roku devices and Roku TVs over the upcoming weeks. Not all devices have received the latest update. You can check by going to Home> Settings> System> Software update> Check now. 

    Your device will update automatically once the new version is available. 

    Read the Roku OS 12 release notes here. (Roku OS software release notes) 

    Best Regards,
    Arvy

38 Replies

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  • mechell's avatar
    mechell
    Reel Rookie
    3 years ago

    I was having same problem. so I cancelled Netflix. Not paying for something I cant watch!🙁

    • 1T9T9Z1's avatar
      1T9T9Z1
      Channel Surfer
      3 years ago

      mechelltry signing up again, and give it a try with these settings changed! It may work - but If it does not work, you can just cancel again and I don't believe they will charge you for the whole month. Or possibly sign up with a free week like some other platforms offer? Or maybe borrow a friend's or family's account for a test-run. You won't know until you try. ~Jeff

    • RokuDanny-R's avatar
      RokuDanny-R
      Retired Moderator
      3 years ago

      mkbnj 

      Thanks for the follow up.

      Can you please clarify the behavior you mentioned? Are you connecting the Roku device to a monitor or TVs? If you are experiencing this issue on a specific display, that is an interesting situation. What is the brand and model of the display you are experiencing this issue with?

      With more detailed information, we will be able to investigate the issue further.


      Thanks,
      Danny

      • mkbnj's avatar
        mkbnj
        Streaming Star
        3 years ago

        @RokuDanny-R 

        The Roku is connected via HDMI to Denon AVR-S530BT

        The Denon is connected to display Panasonic TC-P42X5

        This only occurs on Netflix channel

        I tested on a computer monitor, and there was no freezing in that setup.

        Thanks.

  • nealp's avatar
    nealp
    Reel Rookie
    3 years ago

    serial x01700kacjk8

    sw 11.5.0 

    issue id k8-095-220

    • RokuMary-F's avatar
      RokuMary-F
      Community Moderator
      3 years ago

      Hi nealp,

      Thanks for your first post in the Roku Community!

      We would be more than happy to look further into this issue but will need more details. Can you please provide us with the following information:

      • What kind of issue are you experiencing?
      • Which streaming channels are you experiencing this issue on?
      • Are all other streaming channels playing content normally?
      • What was the error message when attempting to stream the channel?
      • What are the steps to reproduce the issue you are seeing?

      With more detailed information, we will be able to assist you further.


      Best regards,
      Mary

      • nealp's avatar
        nealp
        Reel Rookie
        3 years ago

        Following up here to see if there's been any resolution.  Again, Netflix (all shows) freeze on the Roku Streaming Stick +.    All other services work fine.  My internet is fine with no issues.  However my TV is pre 2014 720p.  I have the Roku set for 720p resolution and the issue persists.  I've deinstalled/reinstalled Netflix, reset the Roku, powered Wifi off/on all the usual IT recommendations.

  • Billeh's avatar
    Billeh
    Reel Rookie
    3 years ago

    Ive noticed on my Roku Ultra after about 10 pause/play button presses it finally plays what Im trying to watch.

    It doesnt do it on my living room TV on Netflix, which is an LG smart TV, so its definitely something related to the Roku Ultra.

    • RokuNimfa-C's avatar
      RokuNimfa-C
      Retired Moderator
      3 years ago

      Hi Billeh, 

      Greeting from Roku Community. 

      We're glad you are here so we can best assist you. May we ask, does the issue only occur on the Netflix channel or all channels on your Roku device? Have you tried to remove the channel and see if it helps? If you haven't tried it yet, you can remove and re-install the affected channel. 

      Restart your device before adding the channel back in to ensure the process is successful. We would recommend doing this from the Settings menu by navigating to Settings > System >  System restart.

      Please keep us posted on how it goes. 


      Regards, 
      Nimfa

      • Billeh's avatar
        Billeh
        Reel Rookie
        3 years ago

        Hi Nimfa,

        Its only Netflix that does this.  Reinstalling and rebooting doesnt help.

         

        Thanks