Forum Discussion
Briefly, I have only experienced the problem when watching the Roku Channel. And while I can't point to a specific date when I first started noticing the problem, I'm pretty certain that I did not experience the problem when I first started using the Roku Express (mid=2021), so my sense is that it is either due to something changing at your end, or an update in firmware. And finally, we have two TVs with Roku devices, and also a Roku (brand) TV, but I have only experienced this problem on the one TV with the Roku Express device. But that may be more related to the fact that I'm pretty sure that the only time I watch a program on the Roku Channel, I'm using the TV with the Roku Express. The two programs where this has been most noticeable is This Old House, and Ask This Old House. My experience generally has been that I have only encountered one 'hang up' during a since half-hour program. There has been one instance where I experienced two instances during a single half-hour program. My anecdotal observation is that the problem only occurs if the total duration of the advertising break is more than a minute and contains multiple commercials. And finally, I haven't been able to force the anomaly to occur, so there is no way I can capture a video of it happening. But what happens is that the last commercial in the break comes to an end, and then the stream freezes on the final frame of the commercial.
MJPnFL suggested making changes to the privacy settings. I followed his advice, and the first time I watched a program, everything was fine. But a few minutes later, another program was interrupted twice by the stuck commercial problem.
Hi monophoto,
Thank you for the additional information!
Please be aware that we have passed along your information to the appropriate Roku team for further investigation.
Your patience and understanding are much appreciated.
Kind regards,
John
- tmg3212 years agoNewbie
I'm having the same exact issue, can you tell me what the resolution was for this issue?
Thanks
- RokuJanadeeK2 years agoRetired ModeratorHi tmg321,We understand that you're experiencing the same issue. We're happy to help.
We believe there's an ongoing investigation by our Roku engineers regarding this concern. To include your device in the said review and investigation, kindly provide us with the following:- 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 we have gathered a few more pieces of information, 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