Forum Discussion

jmbraben's avatar
jmbraben
Binge Watcher
2 months ago

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 V5.2 buld 130096002 while connected with Ethernet (with gig fiber ISP...not ISP issue), if I move to wifi, netflix starts buffering and freezes at 25%...wifi does not work at all. Bandwidth saver has been disabled (did not make any difference). Not sure that it matters, but watching the Netflix Titan/Oceangate documentary (4k content?) caused it freeze in a couple minutes very consistently. 

We are not seeing on a 4660X, Version 14.5 with Netflix V5.2 build 130079003 while connected with the same Ethernet/TV (just swapped the 4802X).

This is beyond frustrating that quite new Roku is doing this on Netflix.

app playback

4 Replies

  • jmbraben's avatar
    jmbraben
    Binge Watcher
    2 months ago

    Additional information, I did clear the cache on the 4802X...it did not help anything

    • RokuFelipB's avatar
      RokuFelipB
      Community Moderator
      2 months ago

      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:

      1. Remove the channel: Highlight the channel tile on your home screen and press Star to open the Options menu. Select Remove channel and confirm.
      2. Restart your Roku device: Go to Settings > System > Power > System restart > Restart Now.
      3. 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

      • jmbraben's avatar
        jmbraben
        Binge Watcher
        2 months ago

        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 conditions