Hi hobbsrayle,
Welcome to the Roku Community!
We would be more than happy to look further into this issue but will need more details. Can you please provide us with the following information:
Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.
Thanks,
John
As I said in my original post, I own a Roku Express 3930X, Software version 12.5.0-build 4169-AE, Device ID S008305XE283. When watching shows on Roku channel, everything freezes when returning from a commercial back to the program, showing the last frame of the commercial. I have retstarted the Roku, both via the menu and unplugging and waiting a bit. I have checked for software updates. I have tossed the Roku channel app, then restarted the Roku, then re-installed the Roku app. I have reset to factory settings, redoing all my channels and log-ins. This last step at least gave me one streamed show before it started freezing again. I have spent quite a few hours reading on line and trying things. Is there any reason not to use my 3 lb sledge hammer on it?
The serial number is X004002XE283. The problem channel is the Roku channel (Version 9.3 - build 10). I was unsuccessful at getting the Tracker ID. Maybe I should have said "stuck" instead of "frozen". The rewind, pause/play, forward keys do not respond; the back and the forward buttons do not respond. However, the home button takes me back home so I can't get the tracker id with the 5 press approach. The basic flow of the issue is play a show, at the first commercial break it's stuck on the last frame. The only thing I can do his hit back and resume play. At that point I have to go through another full set of commercials. Then it returns to my program, but it's the same issue at the next commercial break. Really, really annoying. Any help would be great. I have already even done a factory reset.
I've been having the same problem with the Roku channel for about 2 weeks. I have sent several posts and no reply that fixes the problem.
how do we contact Roku and tell them what's going on? This is very frustrating enough to make me go buy a fire stick.
Hi gvh8717 hobbsrayle,
Thanks for the update! We'd like to know if connecting your devices to an alternative network, such as a mobile hotspot helps relieve the issue.
Give it a try and let us know how it goes.
Regards,
Rey
Tried all of the above problem solves. However, none of them worked.
How do we contact Roku directly to get them to fix this problem it's been 2 weeks now?
should I just go buy a fire stick?
I am having the same issue with commercials freezing on only the roku express running version 12.5. I have 2 other express devices running version 12.0 and it does not happen on those other 2 devices running 12.0.
Is there a way to rollback to version 12.0 on this device. If not, what are you people doing to correct this problem?
More tracker IDs
HC-042-114‚ -142
HC-043-568‚ -571
HC-044-978
HC-046-080‚ -093
Hi mcHelen,
Greetings from the Roku Community!
We appreciate you providing the Tracker IDs for the issue. Would you mind also providing the remaining device information, as RokuCarly mentioned above?
Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.
All the best,
Chel
There are at least three active threads complaining about this problem. The Roku response is 'try (fill in the blank)".
I'm sorry - we are the customers here. We are complaining about a problem with a Roku product. Why are we being asked to spend our time trialing possible fixes? It's pretty clear that Roku has no clue what is causing this problem, and therefore can't identify a solution.
I know that sounds harsh, but this is not the only technology problem I'm struggling with right now, and its really frustrating when every manufacturer responds with the same 'try _______' suggestion.
