Forum Discussion

Frawgdale's avatar
Frawgdale
Channel Surfer
3 years ago

[OS 12.0] Playback while watching “Coach”

When watching “Coach” on Roku TV channel on Samsung TV, playback is horrible. Streaks across screen with any movement. Watching on tablet is fine. Commercials are clear. Is this a TV setting?
app playback
Choppy video
Video quality
Frawgdale's avatar
Frawgdale
Channel Surfer
3 years ago

I am using a Roku Express 4K+. The best way to describe the distortion is that the whole picture is very blurry when there is motion. This is only happening when watching Coach on the Roku Channel. I can't figure out how to insert a picture.

Frawgdale's avatar
Frawgdale
Channel Surfer
3 years ago

This is a shot of the distortion

  • RokuKarla's avatar
    RokuKarla
    Retired Moderator
    3 years ago

    Hello Frawgdale

    Thanks for the post.

    Have you tried removing the affected channel and then re-install again? If not, we suggest starting there. In some cases, removing the affected channel and then re-installing it may help. Restart your device before re-adding the channel back in to ensure the process is successful. We recommend doing this through the Settings menu by navigating to Settings > System > Power (If there is no Power submenu, proceed to the next step.) > System restart.

    For detailed instructions, refer to this Support link for more information: How to resolve a channel playback issue | Official Roku Support.

    Does this clear up the issue you are seeing? Please keep us posted.

     

    Regards,
    Karla

    • Frawgdale's avatar
      Frawgdale
      Channel Surfer
      3 years ago

      We performed the removal, restart and reinstallation of the Roku Channel. Did not seem to make any difference. Tried to watch it on a different TV with an older Roku device, and the same thing happened. Doesnt happen with other shows on Roku Channel. Can watch it on IPad with no problem. 

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

        Hi Frawgdale,

        Thanks for keeping in touch.

        We're sorry to hear that you've been having this trouble with playing Coach on The Roku Channel and we appreciate the troubleshooting steps you've done so far. 

        Please provide us with the following information:

        • Roku device serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
        • specific season or episodes that you are seeing this issue occur with
        • 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)

        Once we have this information, we will be able to investigate the issue further. We look forward to hearing back your response and helping us look into the issue.


        Best regards,
        Mary