Forum Discussion

Tired's avatar
Tired
Streaming Star
2 years ago
Solved

Netflix is running extremely slowly

The issue persists.

app playback
  • RokuJohnB's avatar
    RokuJohnB
    2 years ago

    Hi Carl_G,

    Thank you for the additional information!

    We will be more than happy to assist you further with this issue that you are having with the Netflix channel. Please try the troubleshooting steps below.

    • Remove the channel: Highlight the channel tile on your home screen and press Star to open the Options menu. Select Remove channel and confirm.
    • Restart your Roku device: Press home on your Roku remote, select settings, select system, and system restart.
    • Re-install the channel: Scroll down to search, put the name of the channel or app, highlight the channel, and select add channel.

    Let us know how it works, and we will continue to assist you further.

    Best regards,
    John

  • RokuJharra-Q's avatar
    RokuJharra-Q
    12 months ago

    Greetings from the Roku Community, Ekianela!

    We have noticed that your Netflix channel is performing slowly. Please follow the steps below to resolve this issue.
     

    Troubleshooting steps for solving the playback issue:

    1. Uninstall the channel by highlighting it, pressing the * button, and selecting "remove."
    2. Clear cache and data: From the Roku home screen, navigate to Settings > System > Advanced system settings > Network connection reset. Choose "Reset connection" and then-
    3. Restart your Roku device by unplugging your TV and then plugging it back in. This step can help clear any temporary cache or data-causing issues.
    4. Check your internet connection: Ensure that your Roku device is connected to a stable internet connection. You can test your internet connection by going to Settings > Network > Check connection on your Roku device. If your connection is weak or unstable, try restarting your router or contacting your internet service provider for assistance.
    5. Reinstall the channel by pressing the home button on your Roku remote, scrolling and selecting "Store", and then adding the channel from there.
    In addition, we would like to know if this is the only channel affected by this. If so, are there any error messages prompted on your screen? If you've performed all the possible troubleshooting steps provided on this thread, we highly suggest reaching out to the channel provider themselves (Netflix Support) for further assistance and clarification, as they are the ones who provided and maintained their channel on the Roku streaming platform. Their channel may need an update from them. 
     

    In the meantime, you can highlight Netflix's channel tile and press the star (*) button on your remote to update it and for more troubleshooting steps, please visit our support page on How to resolve a channel playback issue.

    We hope you get everything sorted out soon and appreciate you bearing with us in the meantime.

    Best regards,
    Jharra

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  • Carl_G's avatar
    Carl_G
    Channel Surfer
    2 years ago

    Netflix starts acting oddly whenever I select a title and view the title's synopsis screen, and then interrupt the autoplay (e.g., to check "Episodes & More").  Netflix has an option to stop some autoplays, but not the autoplay that occurs when on the synopsis screen.  I have the other autoplays turned off.  If I interrupt the autoplay, the odd behavior starts.  Sometimes the halted video starts when I return to the main level to view other titles.  Sometimes videos slow to crawl or become jerky.  Sometimes the audio doesn't work correctly.  Sometimes the Roku crashes and reboots.  All of this behavior is indicative of a reentrancy issue, improper thread termination, buffer overrun, or memory leak problem in the software.  The software thread started by the autorun is not being terminated properly when another thread is started.  For example, the video is autostarted and the user selects "Episodes & More" to view the episodes.  A new thread shows the episode list, but the previous thread showing the video is not terminated properly.  Solution:  Allow users to choose to stop _all_ autoplays.  Also, have the software developers look for memory leaks due to thread handling.

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      2 years ago

      Hi Carl_G,

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

      We'd love to further investigate this issue that you had with the Netflix channel, but we'll gather more details. Can you please provide the following information below?

      • Is this happening on all contents and channels, or is it isolated? (Specify)
      • May we know how far your Roku device is from your network router?
      • What troubleshooting steps have you taken so far?

      We look forward to hearing from you soon.

      Thanks,
      John

      • Carl_G's avatar
        Carl_G
        Channel Surfer
        2 years ago

        I see the behavior start happening when I use Netflix, which is the only streaming service I use that "autoplays" videos.  The odd behavior happens with any Netflix content (TV and Movies).  To reproduce the problem, select a video from the main Netflix screen.  Then, let the synopsis screen begin to fade out while the video begins to "autostart".  Change the selection to the "Episodes & More".  Then use the "Back" button to get to the synopsis screen.  Usually, the video will try to continue ("autoplaying"). Immediately use the "Back" button again to get to the "Main" screen or selecting another synopsis screen item other than running the video.  Then repeat this with a different video.  After doing this a few times, the videos will start to act up (skipping, freezing, running an earlier selected video, etc.).  The above steps seem to consistently produce a problem, but not always the same one.  If I exit Netflix and immediately start another app (e.g., Prime), sometimes the new app exhibits problems (as if the video buffer memory was not being released).  If I reboot the Roku (e.g., unplug and plug it in) and restart Netflix, the issues disappear until I repeat the interruptions of the autostarts.   My Roku device is about 10 meters from the router.  If I let the autoplaying video run until the synopsis screen is completely gone for about 30 seconds, then stop the video and use the "Back" button to get back to the synopsis screen, it does not seem to cause as many issues.  It's the interruption that seems to be causing the issues.  If I were debugging the Netflix app, I would begin by checking for memory leaks and thread problems.

  • RokuJechealR's avatar
    RokuJechealR
    Retired Moderator
    2 years ago

    Hi Tired,

    Greetings from the Roku Community!

    We're sorry to hear about the experience that you're still have the problem with the Netflix channel. We would recommend trying to check for a system update by navigating to Settings > System > System update. Then once your device has been updated, try checking the channel if you are still having an issue.

    For more information about how to check for a manual update on your Roku device, visit our Support page here: How to update the software on your Roku TV or Roku streaming player | Official Roku Support

    If the issue is still unresolved, please keep us posted and we'll be able to assist you further from there.

    All the best,

    Chel

  • jontalk's avatar
    jontalk
    Roku Guru
    2 years ago

    TiredAny chance you can tell us which Roku model, type of connection, firmware/build number? Have you checked WiFi channel congestion using a phone app like WiFi Analyzer or something similar if you use an iPhone? The more information, the better 🙂