Forum Discussion

RobfromAmarillo's avatar
RobfromAmarillo
Reel Rookie
5 months ago

YouTube TV app freezing and/or sound drops out

I am having an issue watching any channel on YouTube TV and YouTube. The sound either drops out or the picture(and sound)freezes intermittently for a couple seconds. It happens too frequently to watch. Everything updated, system restart, power-cycled and uninstalled the apps. My chat and phone support sessions were unhelpful. The YTTV app installed on the tv(Insignia w/ Fire TV tech)works ok. This happening on the 4K express plus and a much older Roku device. Anybody out there experience this or have a way out?

app playback

9 Replies

  • RokuRiamie-D's avatar
    RokuRiamie-D
    Community Moderator
    5 months ago

    Hi RobfromAmarillo,

    Welcome to the Roku Community!

    We understand that you are experiencing issues with your YouTube TV and YouTube channel freezing, and the audio cutting out. We appreciate the troubleshooting steps you have taken to resolve the issue. No worries, we are here to look closely into the issue.

    We would like to know the following:

    • Does this issue only occur on YouTube TV and YouTube channels?
    • When did you start to experience the issue?
    • What is the software version of your Roku devices?

    In the meantime, we suggest you try resetting your network connection on your Roku device to clear the cache.

    Reset the network connection:

    1. Press Home on your Roku remote
    2. Scroll and select Settings
    3. Select System
    4. Select Power. If you do not see a Power submenu, skip to the next step.
    5. Select System restart

    We hope to get this sorted out soon.

    Cheers,
    The Roku Community Team

    • RobfromAmarillo's avatar
      RobfromAmarillo
      Reel Rookie
      5 months ago

      I assume that all the steps I have outlined in my original email have been noted. I just checked for updates(none on both) and did the system restart as requested and my issues with YTTV and YouTube persist. My case # 11257074 Here are the details of my 2 devices:

      Express 4K+ model 3941X2 serial X022002FHVXU device id SOHAK2AFHVXU software version 14.1.4 build 7709

      Express 3700X serial YU001J990464device ID 7G26C1990464 software ver 14.1.4 build 7709

      I really need Roku to help with this issue. Thx in advance

      • RokuEmmanuel-D's avatar
        RokuEmmanuel-D
        Community Moderator
        5 months ago

        Thanks for keeping us in the loop, RobfromAmarillo!

        We have noted your concern about the YouTube TV playback issues on your Roku devices. We appreciate your effort to provide all the necessary details on the investigation. 

        In the meantime, could you also provide the Tracker ID and Channel Build Version of YouTube TV and YouTube? (You can find it by highlighting the app from the Home Screen and pressing the Star * Button.)

        We are looking forward to hearing back from you!

        Best,
        The Roku Community Team