Netflix video freezing while audio continues
I am seeing constant netflix video freezing while audio continues. Rebooting the roku solves the problem for a couple minutes. This only seems to be happening on our 4802X, Version 14.5 with Netflix...
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Additional information, I did clear the cache on the 4802X...it did not help anything
We're glad you reached out, jmbraben!
We noticed that you're experiencing playback issues with Netflix, and that it only happens on the Roku Ultra (4802X). We'll try to investigate.
- Is this only happening on 4K or HDR content, or to all content inside the app?
- Did this happen after an update?
- Any pictures can be helpful, so we can take a closer look.
For the time being, here's a quick fix you can try:
- 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: Go to Settings > System > Power > System restart > Restart Now.
- Reinstall the channel: After your Roku device restarts, visit the Roku Streaming Store and add the channel again.
Please keep us posted.
Roku Community Team
After swapping the 4802x for the 4660x and seeing no issues, I went back to the 4802x and have not seen the issue again (yet).
Noting that when I power cycled the 4802x I did not disconnect the hdmi (just the power and ethernet)...obviously when I swapped in the 4660x I disconnected the hdmi. I am now wondering if the hdcp had not gotten into a bad state which did not reset until pulled the hdmi cable...TV is a Vizio P759-G1.
The show we really noted the problem on was a 4K HDR.
If this starts again, I'll try to note more conditionsHi jmbraben
Thanks for getting back to us.
We appreciate the workaround and understand that the content you have is the problem. If you have any other concerns, feel free to get back to us.
Cheers,
Roku Community Team
