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Kem827's avatar
Kem827
Reel Rookie
2 years ago

Roku Branded Commercials Freeze

When a Commercial plays for a Roku brand - a device or programming by roku, the playback freezes at the end. With or without the option to purchase, the Roku brand commercials freeze.  To unfreeze requires backing out, or Home and playing to continue the program, usually resulting in an additional full  commercial break. This problem has become intolerable as it is frequent. Any solutions?

 

app playback

33 Replies

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  • RokuArjiemar's avatar
    RokuArjiemar
    Retired Moderator
    2 years ago

    Hello! Kem827,

    A friendly welcome from the Roku Community!

    We appreciate you reaching out to us. We're pleased to assist.

    • Can you please specify the issue you are experiencing?
    • Does the issue occur on only this channel, multiple channels, or all channels?
    • Does this occur during TV show/movie playback, ads, etc.?
    • A specific movie or TV show (season and episode) is an example where the issue occurs.
    • If possible, provide a video and picture of the issue.

    Please keep us posted on what you find out, and we will be happy to continue assisting you further. We look forward to hearing back from you.

    Thanks,

    Arjiemar

    • manndelion's avatar
      manndelion
      Reel Rookie
      2 years ago

      I have been having this issue as well. It is an issue across multiple channels, no shows in particular as it's all of them. It's typically the last ad in a set that will freeze until the channel is exited, causing the set of ads to play over again when returning to the program. 

      • RokuJohnB's avatar
        RokuJohnB
        Community Moderator
        2 years ago

        Hi community users,

        Thank you for posting here in the Roku Community!

        We will be more than happy to assist you further. Can you please specify the channel where you're seeing this issue? May we know what troubleshooting steps you have taken so far?

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

        Thanks,

        John

    • Leannek18's avatar
      Leannek18
      Streaming Star
      2 years ago

      Happens on the Roku Channel. No specific show. When the commericla break is near the end, it freezes. Only way to fix is to go out of the show then back in. Next commercial break, it will do the same thing. 

    • Kem827's avatar
      Kem827
      Reel Rookie
      2 years ago

      Can you please specify the issue you are experiencing? I just did.

      Does the issue occur on only this channel, multiple channels, or all channels? The Roku Channel 

      Does this occur during TV show/movie playback, ads, etc.? no, originally at the end of Roku-Brand Commercials. Recently also on the new LG and T-Mobile Commercials.

      A specific movie or TV show (season and episode) is an example where the issue occurs.: no, Not applicable 

  • MsCee's avatar
    MsCee
    Reel Rookie
    2 years ago

    I'm having the same issues with Roku as well. This has been happening to me for over a month. I like Roku, but I don't like the way the same freezing issue comes stays on from a commercial. Can anyone hep me? Thanks 

    • RokuJohnB's avatar
      RokuJohnB
      Community Moderator
      2 years ago

      Hi MsCee,

      Welcome to the Roku Community!

      We will be more than happy to investigate this issue further. May we know if this is happening on all contents and channels or if this is isolated? (Specify)

      We'll wait for your response.

      Thanks,

      John

      • MsCee's avatar
        MsCee
        Reel Rookie
        2 years ago

        Thanks John, for getting back with me. The commercials only freezes up; when I'm trying to watch something on the Roku channel. 

        Thanks 

    • jackdaniels's avatar
      jackdaniels
      Newbie
      2 years ago

      My Roku express device does the same thing. It locks-up at the end of all ads that want you to sign-up for a free trial and the Roku ads. Very frustrating!!

    • RokuJanadeeK's avatar
      RokuJanadeeK
      Retired Moderator
      2 years ago

      Hi magnusfl and jackdaniels,

      Thank you for keeping us in the loop. We understand that you're having issues with your device. Our team is currently aware of the issue and is undergoing an in-depth investigation regarding it. That being said, would you be so kind as to provide us with the following information?

      • Roku device or TV model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
      • Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).
      • Troubleshooting steps you have taken in an attempt to resolve the issue.

      Once a few more pieces of information have been gathered, we will be able to pass them along to the appropriate support team to investigate further. We look forward to hearing back from you.

      Sincerely,
      Janadee

      • Kem827's avatar
        Kem827
        Reel Rookie
        2 years ago

        It is getting worse. The newest commercials are doing the same thing. I would think that the roku solvers would have enough sense to review your production process or to try to identify the individual(s) in their employment that are causing this. Surely enough have been reported to Identify the cause, and to resolve and to prevent the issue. The only other option  is that this is intentional to require those of us with older units to buy an updated version.