Forum Discussion

Setablaze777's avatar
Setablaze777
Reel Rookie
3 years ago
Solved

Prime and Netflix crashing on Roku TV

This week, I've encountered strange behavior on two different Roku TVs in two different states. In both cases, while watching a show the app would suddenly stop and go back to the home screen. When resuming the show, it often would start playing a minute or two earlier in the episode than where it stopped. Also, the issue happens repeatedly, even after restarting the device. I've tested it on different internet sources, and that didn't make a difference. 

Before I go the route of reinstalling apps or factory resetting, is anyone else experiencing something similar? This started about a week ago. It seems unlikely reseting will fix this gs as this is happening on more than one device in different locations. 

Thanks

  • Setablaze777's avatar
    Setablaze777
    3 years ago

    What ended up fixing it for me was clearing the Roku cache. I used the method described below but I imagine doing it the way that Anonymous shared would work too. Hope this helps someone. 

    • Go to the home screen. Make sure you're on the home menu item. 
    • Press the home button 5 times
    • Press up once
    • Press rewind twice
    • Press fast forward twice
    • The screen will freeze for up to 30 seconds, then the device will reboot. 

    CC Scarlettotara 

  • Setablaze777's avatar
    Setablaze777
    Reel Rookie
    3 years ago

    What ended up fixing it for me was clearing the Roku cache. I used the method described below but I imagine doing it the way that Anonymous shared would work too. Hope this helps someone. 

    • Go to the home screen. Make sure you're on the home menu item. 
    • Press the home button 5 times
    • Press up once
    • Press rewind twice
    • Press fast forward twice
    • The screen will freeze for up to 30 seconds, then the device will reboot. 

    CC Scarlettotara 

    • Tams's avatar
      Tams
      Newbie
      2 years ago

      That did not work for me. I have had enough of this BS!! I've deleted Netflix and Prime, reinstalled them and STILL have freaking issues! MY TV IS TWO MONTHS OLD!!!!! I've tried everything except for voodoo. There is absolutely no reason for this, considering how much I paid for this TV, how much I pay for services, and NO reason why I have to keep effing around with this brand new TV like this!! UGH SO MAD!!

      • Johnn143's avatar
        Johnn143
        Channel Surfer
        2 years ago

        Tams please try this. When you do this wait for your TV to reboot. It may look like nothing is going to happen but it will 

        • Go to the home screen. Make sure you're on the home menu item. 
        • Press the home button 5 times
        • Press up once
        • Press rewind twice
        • Press fast forward twice
        • The screen will freeze for up to 30 seconds, then the device will reboot. 
    • Agill1979's avatar
      Agill1979
      Newbie
      2 years ago

      None of these solutions have worked for me. It takes about 30 times (literally) to get a series to load. So frustrating.

      • DebbiHall's avatar
        DebbiHall
        Channel Surfer
        2 years ago

        Its crazy! Amazing how all the other app work just fine! It's not us, nuts NETFLIX! 

    • DS1212's avatar
      DS1212
      Newbie
      2 years ago

      Thanks these steps. They help however I have to repeat this almost once a week. This issue is really annoying.

       

      • mdm0247's avatar
        mdm0247
        Newbie
        2 years ago

        We have the same issue roughly once a week. Sometimes the steps outlined here work, and sometimes they don't. I'm considering canceling my Netflix account because it's just not worth the headache, and we can't watch what we plan to watch half the time.

  • Scarlettotara's avatar
    Scarlettotara
    Newbie
    3 years ago

    I'm having the exact same issue but only on 1, my newest TV, a Roku TCL, 58 inch. Starts the episode on Netflix and with no warning stops and goes to the home page. i've tried everything from uninstalling to reinstalling the apps. Annoying to say the least.

  • Roguexbears85's avatar
    Roguexbears85
    Newbie
    3 years ago

    I have had this issue for years and nothing fixes it. My next smart tv will not be Roku one that’s for sure. All 3 of mine and Netflix doesn’t work 

    • RokuNimfa-C's avatar
      RokuNimfa-C
      Retired Moderator
      3 years ago

      Hi Roguexbears85. 

      Thanks for reaching out to the Roku Community. 

      Does the issue occur on the Netflix channel only or all channels on your Roku devices? What are the steps to reproduce the issue you are seeing? What troubleshooting steps have you already taken to try to resolve the issue?

      Keep us posted.


      Regards, 
      Nimfa

      • AKey's avatar
        AKey
        Newbie
        2 years ago

        A few months ago I ," upgraded all of my televisions to roku." I spent thousands if this issue doesn't get resolved I'll be the first name on the class action suit. Now I'm paying for streaming services that can't be accessed on my roku set tops. If the next reboot doesn't work , I'll post the details of the legal action.

  • Anonymous's avatar
    Anonymous
    3 years ago

    Hi Setablaze777

    There are a few possible reasons why your Prime and Netflix apps are crashing on your Roku TVs. Here are some troubleshooting steps you can try before resorting to reinstalling apps or factory resetting:

    • Check for software updates: Make sure that your Roku TV is running on the latest software update. You can check for updates by going to Settings > System > System update > Check now. If there are updates available, follow the instructions to install them.
    • Check your internet connection: Make sure that your Roku TV is connected to a stable and strong internet connection. You can check your internet connection speed by going to Settings > Network > Check connection. If your connection is weak or unstable, try resetting your router or contacting your internet service provider.
    • Clear app cache: Go to Settings > System > Advanced system settings > App > Netflix/Prime Video > Clear cache. This will clear any temporary files and data stored by the app, which may help resolve the issue.
    • Uninstall and reinstall the app: If clearing the cache doesn't work, try uninstalling and reinstalling the Netflix/Prime Video app. To do this, go to Settings > System > Advanced system settings > App > Netflix/Prime Video > Remove channel. Then, go to the Roku Channel Store and search for the app to reinstall it.

    If none of these steps work, then a factory reset or contacting Roku support may be the next best option.

    We hope it helps!


    Warm regards,
    Lianna

    • MCZ1's avatar
      MCZ1
      Reel Rookie
      3 years ago
      • Clear app cache: Go to Settings > System > Advanced system settings > App > Netflix/Prime Video > Clear cache. This will clear any temporary files and data stored by the app, which may help resolve the issue.
      • But I don't have > App in my advanced system settings
      • IPFighter's avatar
        IPFighter
        Newbie
        3 years ago

        Help, this problem just started for me in the last 24 hours on every TCL Roku Series 4, 5, 6 I own. Only Netflix and Prime crash, all other apps are fine. Tried restart, reinstall, no luck.  Cannot figure out how to clear app cash, none of the TVs have Settings > System > Advanced system settings > App > Netflix/Prime Video > Clear cash option. Thanks. 

    • Tams's avatar
      Tams
      Newbie
      2 years ago

      That "clear cache app" thing, is not set up like that on my Roku. There is no app setting after the advanced settings. I've looked all over, I'm really over this tv, nothing but trouble and it's two months old.

    • jefferis's avatar
      jefferis
      Binge Watcher
      2 years ago

      I do not have APP under my System>Settings> Advanced

  • Gpeirce's avatar
    Gpeirce
    Streaming Star
    2 years ago

    I've had Netflix crash every time I click on the APP.  So now instead of turning off the TV, I just cut the surge protector and it's powered off for the day.  Does the trick about 50% of the time for that night's viewing.  I don't think its Netflix's fault.  It lies in the software for ROKU.

    • Johnn143's avatar
      Johnn143
      Channel Surfer
      2 years ago

      What ended up fixing it for me was clearing the Roku cache. I used the method described below but I imagine doing it the way that @RokuLianna shared would work too. Hope this helps someone. 

      • Go to the home screen. Make sure you're on the home menu item. 
      • Press the home button 5 times
      • Press up once
      • Press rewind twice
      • Press fast forward twice
      • The screen will freeze for up to 30 seconds, then the device will reboot. 

      CC @Scarlettotara 

      • turk1's avatar
        turk1
        Newbie
        2 years ago

        what do you mean by the home menu item.   I am having trouble on Prime so should I go to something I am watching, and the hit what 5 times.              Thanks for the help

  • hnbrink's avatar
    hnbrink
    Binge Watcher
    2 years ago

    My TV does not have the advanced setting Apps option, so that cannot be cleared. 
    I've done the restart roku tv (home x5, up x1, etc...)

    I've uninstalled and reinstalled the app. 

    My speed is 85mbps fios hardwired, not wifi

    NO other app on this tv does it except Netflix. 

     

  • jds3622's avatar
    jds3622
    Reel Rookie
    2 years ago

    for any still having this issue on go to your settings and turn off HDR. Should resolve the issue 

  • Pompocho's avatar
    Pompocho
    Binge Watcher
    2 years ago

    I have experienced the same. I tried reinstalling and other options such clearing the cache but those didn’t work for me. Here is what it did work. I unplugged the roku tv. Waited 10-15 seconds and plug it back. That resolved the issue temporarily. It will fix it for a month or more.  I don’t think there is any permanent solution. It looks like this is a Roku issue. They should find a permanent fix. Good luck!

  • Cindylou826's avatar
    Cindylou826
    Newbie
    3 years ago

    I've restarted my router then unplugged tv for 90 sec. and Netflix started working again