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.
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?
Welcome, and thank you for posting here in the Roku Community, LH2176.
Thanks for bringing this to our attention, and we sincerely regret any trouble and inconvenience this may have caused you.
May we first know if you have connected your Roku streaming device to an alternative network, such as a mobile hotspot, to see if the issue will still occur? If so, and to no avail, we highly recommend providing us with the information that RokuJohnB requested so we can forward this to the appropriate Roku team for additional reinforcement.
Please make sure to include the Tracker ID.
We'll be looking forward to your response as we are more than eager to help you with your concern.
Best regards,
Carly
I’ve been having the same issue for about two weeks having made NO changes to any settings. Because of how annoying this is, I avoid watching the ROKU channel and will continue avoiding it until it stops. If I want a free trial on another channel, I will go to that channel and sign up. This seems to me to be a deliberate attempt to get new signups rather than a mistake in programming, and it’s extremely annoying.
I just bought a roku le and it's doing the same thing, and NO, I don't have a Hotspot I can use.
Hi DonnaWho,
Welcome to the Roku Community, and thanks for reaching out. Could you tell us how you are powering this device? Is it connected directly to a wall outlet or a TV USB port? When the issue occurs, is this happening within accessing the on-demand show or during Live TV?
Also, try refreshing your router and then try accessing the channel again to see if there are any differences.
Let us know more about this so that we can further assist you.
Thanks,
Rey
It's on Wi-Fi, same for my soundbar, which I have no issues with. It's not my connection as it only does this on the Roku channel, not any of the other apps.
I think it's just the Roku channel!
Unfortunately, my recent new phone brought in a new plan with no personal hotspot. I don't have another network to test with. If it adds to the discussion, I do have another Roku device - Roku Premiere on the same network with the same 12.50 version that works as it should. I think this is dragging on too long and I should just buy another kind of streaming device.
