Multiple apps just freeze when going to ads on Roku TV

I'm trying to watch Peacock Premium. While watching a show, the ad plays, then the show continues for approximately 3 seconds (with the ad timer stuck in bottom left corner), then Roku freezes and reboots. Happens every time there is an ad.

So, I watch a few minutes of the show, 60 seconds of ads, the show plays for 3 seconds, Roku freezes and reboots, I load Peacock, find my show, watch 60 more seconds of ads again, *repeat*.

This is ridiculous.

I've tried the previously mentioned troubleshooting tips. Nothing works. I believe the last update broke something since everything was fine prior. 

Tracker Info:

4630X

YR00A9773900

12.5.0 4178-29

10.4.45

2023-12-13T01:42:57Z

00-498-342

Thank you for raising your concern, animationdirect.

No worries. We're here to find you the best resolution possible but we will need further information first.

• May we first know if this happens on the Peacock channel only? If you also observed this on the other channels, kindly specify. 
• As we check, you have multiple devices linked to your Roku account, does this happen to your other players as well? 

In this instance, we suggest connecting your affected Roku player to an alternative network connection. Perhaps, a mobile hotspot would do, to see if this will make a difference.

We'll be looking forward to your update as we are more than eager to provide you with an accurate resolution. 

Best regards,
Carly

Hi Carly,

Not to be rude or anything, however, this has been going on for too long now and it's time the questions stop and the sleeves get rolled up.

Between this post and the other post (Prime and Netflix crashing), I believe y'all have more than enough info to do your voodoo magic.

I think 🤔 it's time perhaps you get 10 different ROKU tv models in a lab with a "regular" internet hook up, say 400mb total, and wait and see for yourselves what happens over time.

If nothing happens within 4 months or so, you're obviously in a wrong spot. Go to a different lab or house to test in.

Hopefully this will help more than waiting for everyone giving you their detailed error reports. 

Setablaze777 

I agree with TooTechnical about this issue. It’s been going on too long and is ruining peoples experience with your product. I understand that you may need specific error reports to either further your data collection process but plenty of people on this forum and on multiple others such as the forum mentioned in TooTechnical s post have given the proper information asked for. Not only is this happening on one app but multiple apps throughout Roku’s software (Peacock, Youtube TV, Paramount+, etc). This is a Roku product issue and obviously a tech support issue. Please get to the bottom of this issue because I am sure me and many others involved with this problem are both losing faith in the Roku team and its products alike. 

Thank you for your time. 

Thank you for a quick response.

I was only able test a few channels. I've tried Roku Channel, Vudu, and Prime/Freevee. I don't have any other channel subscriptions to try.

That said, I can only replicate the issue reliably in the Peacock app (premium subscription). It crashes after every commercial.

I have a wired ethernet connection to my router so I don't have to worry about wifi issues.

My other Roku 4630X doesn't seem to be crashing after streaming Peacock commercials. The specs and firmware are identical to the problem Roku.

Hi Community users,

Thank you for keeping us in the loop.
It seems that this issue may need an in-depth investigation. That being said, would you be so kind as to provide us with the following information:

• Roku device or TV model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• What channels are affected and what version or build is it? (This can be found by selecting the channel on the home screen and pressing the * button.)
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).

Once a few more pieces of information have been gathered, 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

I gave all this info already.

Tracker ID:

Model: 4630X

Serial: YR00A9773900

Software: 12.5.0 build 4178-29

GC: 10.4.45

Timestamp: 2023-12-13T01:42:57Z

Issue ID: 00-498-342

Channel: Peacock TV 4.11 build 23

Thanks for this information, animationdirect.

Rest assured, we have already collected and forwarded this to our appropriate team for investigation.

We appreciate your patience and understanding in the meantime.

Let us know if you have further inquiries.

All the best,
Janadee

As reported under the SUBJECT: Prime and Netflix crashing I'm posting here as well for those only watching this thread:

Finally had a chance to catch one.  While watching Netflix, I stopped watching The Meg about 3 minutes into it and started another movie and noticed a slow down and was sure it was going to crash.  Sure enough, Out to the Main Screen!

So here's the IRT as you asked:

 Here is some of the info you guys have been requesting. This really happens alot on peacock and CW apps for me. I have deleted these apps and reinstalled to no avail. I have rebooted Roku and modem as well.

Roku Secret Screen

Version: AED.50E04178A Build date: 20231019 05:14

Rescue Version: AE9.21R01046A

Active partition: 1

S/N: X004009XDXKF, Device ID: S008326XDXKF

channel store server: api.roku.com (US)

Software update server: beta

Ethernet MAC: 00:00:00:00:00:00

Wireless MAC: BC:D7:D4:DF:E6:D8

IP Address: 192.168.0.12

Uptime: 51 min 33 sec

Power Lifetime: 10823.0 hours

UID/GID: 501/501

Factory reset

Cycle channel store server

Cycle software update server

Update software

Cancel

Here's some more info for you. Would love to get this resolved! Don't want to shop for another product from a competitor with my Xmas money!

Wireless Secret Screen

PALD: No

AP: MOTO84D5, BSSID: c8:c7:50:fc:25:00

Strength: 35

Antenna 1: 61

Antenna 2: 0

Glitch rate: 30

Channel: 6 RSSI: -42 dBm noise: -73 dBm SNR: 35 dB

Joins: 299 tries: 1059 reconn: 1045 aps: 5 sec: WPA2

TX: frames: 2921996 retries: 0 rate: MCS7 PER: 0.00%

RX: frames: 10487905 drops: 0 rate: MCS7 GPF: 0.00 util: 0

Driver: v5.7.3_38093.20231019 reg: US

chip: 8188fu wake: Unset

Error: 0(0) prior: 62(0)

AP S

Thank you for providing us with the requested details, TooTechnical!

Rest assured that these details have already been forwarded to the relevant team for further review.

In the meantime, your patience and understanding are highly appreciated. 

Best regards,
Carly

Hi, Cheeks5.

Thank you for sharing that information with us. 

Could you please include the Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)?

We'll be waiting!

Thanks,
Carly