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 r...
  • 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 

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. 

      • RokuKarla's avatar
        RokuKarla
        Retired Moderator
        3 years ago

        Hi IPFighter

        Thanks for reaching out here in Roku Community.

        Did you restart your Roku device before re-installing the channel? That step is crucial when performing the troubleshooting. If you haven't tried the suggested order (remove > restart > re-install), we would recommend giving it a shot once again. We also suggest doing the restart from the Settings menu by navigating to Settings > System > Power (If you do not see a Power submenu, skip to the next step.) > System restart. 
        For detailed instructions, refer to this Support link: How do I resolve channel playback issues?"

         

        Regards,
        Karla

    • Misschrissy63's avatar
      Misschrissy63
      Newbie
      3 years ago

      I also don't have app in my settings. And I don't see a response to that

      • NPx's avatar
        NPx
        Reel Rookie
        3 years ago

        Sorry Misschrissy63 I don't understand your comment. We are not talking about an app here - this uses the Roku's main menu to fix a crashing problem..

    • Nowakk2's avatar
      Nowakk2
      Newbie
      3 years ago

      I don’t have an option to select “App” in the path described here. Is there something else I can do to reset it? 

      I have: Device connect, control by Mobile apps, factory reset or network connection reset. 

  • Tams's avatar
    Tams
    Newbie
    3 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.

    • Jasonaragon896's avatar
      Jasonaragon896
      Reel Rookie
      3 years ago

      Wow...that fix really worked!  Thanks!

       

  • jefferis's avatar
    jefferis
    Binge Watcher
    3 years ago

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

  • Traysee88's avatar
    Traysee88
    Reel Rookie
    3 years ago

    The "app" choice is not available in my Advanced Settings.  What do i do?  

    • ctkchuck's avatar
      ctkchuck
      Binge Watcher
      3 years ago

      this is what worked for me...

      • 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. 

      Hope this helps

       

  • Pompocho's avatar
    Pompocho
    Binge Watcher
    3 years ago

    I tried to follow your instructions but my Roku tv setting doesn’t have App on Advanced System Settings. I only see 4 options. Factory reset, Network connection reset, Device Connect and Control by mobile apps. I unplugged the tv and wait 20 seconds to plugged it back in. Netflix is no longer kicking me out but now shows intermittent freezing.

    • DebbiHall's avatar
      DebbiHall
      Channel Surfer
      3 years ago

      It's not you it's Netflix! They have no problem stepping up their fees, they need to step up their app. Why is it prime and other apps work just fine without all the finagling? 

      • MCZ1's avatar
        MCZ1
        Reel Rookie
        3 years ago

        With all due respect, I believe it is a Roku issue.  Some compatibility thing with both Netflix and Prime (as many have mentioned and I have experienced, too) and the way Roku works perhaps (I don't know, I'm just a consumer).  The loading problems, freezing problems, and crashing (i.e., the app closing and returning to home) problems happen, for me, only on my TCL Roku TV.  I will say that the problems seem to come and go... sometimes Netflix and Prime are just fine, and usually after closing the app and returning to the home screen and then restarting the app, things work.  Sometimes, if the freezing and app closing happens again, I have to use the reset/cache clearing method (i.e. be on home screen with home selected, press home 5 times, up once, rewind twice, and fast forward twice).  Lately both apps have been better.

    • NPx's avatar
      NPx
      Reel Rookie
      3 years ago

      A few users mention an 'App'.

      My posting on page 5 is designed for users who have a handset with physical buttons corresponding to the instructions - NOT for users who are controlling Roku using an app on their phone. I have no idea if this method of cache clearing can be done using a phone app.

  • Mom2boyz75's avatar
    Mom2boyz75
    Reel Rookie
    3 years ago

    I don’t even have that option to pick an app under advanced network settings. 

    • mickeymouse1's avatar
      mickeymouse1
      Reel Rookie
      3 years ago

      roku/settings/display type/720p tv  done

      • TooTechnical's avatar
        TooTechnical
        Streaming Star
        3 years ago

        Please understand, that: "roku/settings/display type/720p tv  done" may work on your TV but not on all TVs.  When advising of such fixes, please describe what model TV you are using so those who have it know they can try your fix.  In my case, I have the Philips 65" and do not have the menu as you describe.  But thank you regardless for your efforts in coming up with a fix that might have been a universal fix, which would have been an overwhelming CHEERS to you for coming up with it :)...

        I did go through all my menu choices, BTW, and did not find anything that comes close to what you suggest.  I only wish I did so as to come up with a permanent fix such as you did for yours 😞

  • YourITDRRRR's avatar
    YourITDRRRR
    Channel Surfer
    3 years ago

    hrrrr drrrrr just do this even though none of it works because IT are a bunch of morons hrrrrrrr. just turn the t.v. off and on durrrrrrrrr

     

    This entire thread is nothing but b*ll**bleep**. Maybe some of these trouble shooting tips work for some of you, but it's not going to work for everyone. It's a bug in Roku and they refuse/and/or too incompetent to fix it.


    Why bother having this t.v. if you can't watch two of the biggest streamers there is?

    HRRRRR DURRRR did you reset the t.v. drrrrrrrrrrrrrr