Forum Discussion

Mionephoenix's avatar
Mionephoenix
Reel Rookie
5 years ago

Why does Netflix keep stopping / freezing on Roku?

For about the last week my Netflix channel is very slow and then freezes while trying to stream on my TCL Roku TV. I checked for updates, nothing. I deleted and re-downloaded the channel, nothing. My...
Netflix Troubleshooting
DBDukes's avatar
DBDukes
Community Streaming Expert
5 years ago

Mionephoenix 

arcticair 

What I'm reading indicates the reinstallations you're doing aren't being done the right way. The order I see it listed is incorrect. There is a correct order, and that order is important. Now, this doesn't guarantee this will resolve, but the troubleshooting you are attempting isn't being done correctly.

Here are the steps, and the correct order. Skip any step, or do them out of order, and you're just wasting time. This is the order.

  1. Remove the app
  2. Reboot the Roku. On a standard Roku device, it's Settings > System > System restart. On a Roku TV, its Settings > System > Power > System Restart > Restart
  3. Reinstall the app.

Doing it in 1,3,2 order won't work.

Again, no guarantee this will resolve, but you were attempting this. Ensure the attempt is correctly executed.

SeanMc123's avatar
SeanMc123
Reel Rookie
3 years ago

What can we do to guarantee it won't happen again because this is happening to me as well

  • Anonymous's avatar
    Anonymous
    3 years ago

    Hi SeanMc123

    Thank you for the inquiry!

    Does the issue only occur on Netflix or across other channels installed on your Roku device? Could you tell us how your Roku device is powered? Is it plugged into the TV's USB port or a power outlet? In some instances, the TV's USB power is insufficient to power the device. Running your Roku device with insufficient power can result in instability, crashes, and other unpredictable behavior, even if it appears to be operating normally.

    Moreover, 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.

    Keep us posted if you have any further queries that we can assist with.


    Warm Regards,
    Lianna

    • acr515's avatar
      acr515
      Newbie
      3 years ago

      You've had multiple employees make comments on here and they all effectively say the exact same thing (restart the device). It's been made very clear multiple times that this does not work. Fix your software.

      • Nut11's avatar
        Nut11
        Reel Rookie
        3 years ago

        acr515+1. It's amazing how tone deaf roku support is on this issue. I gave up long ago, tossed all my roku devices and replaced with shields. I still follow this thread just out of curiosity to see how long it would take for Roku finally resolve this bug.