Channel Issues & Questions

Help & troubleshooting for channels on your Roku device, including adding/removing channels, logging in to, authenticating, or activating a channel, channel-specific playback issues, assistance contacting channel publishers to report issues, and adjusting channel-specific settings.
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tich00
Level 8

Re: Frozen black 'ad info" screen during commercials

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same here,  It does not happen on my two new ultras . Ever! the sticks do it multiple times per day so does my Roku TV

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Nova_Guy
Level 7

Re: Frozen black 'ad info" screen during commercials

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I'm having this issue on DiscoveryGO

Roku Express 3930X

SW 10.5.0 build 4208-AE

It's only been happening for a couple of days

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Cinison31
Level 7

Re: Frozen black 'ad info" screen during commercials

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This continues to be on-going issue and annoyance for myself as well. This clearly an issue with Roku as no other devices are experiencing this. Please come up with a solution soon, Roku. This happening more frequently. As others have stated, it’s time for this to be addressed.

3810x - Roku Streaming Stick+
YHOOEL315219

10.5.0 build 4208-50

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AirMikey
Level 7

Re: Frozen black 'ad info" screen during commercials

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Problem happening with my Roku stick and YouTube TV on several channels.  Going to switch to Firestick.

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KiwiChris
Level 7

Re: Frozen black 'ad info" screen during commercials

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Same thing happens when my wife is watching the USA channel amongst others. She's pissed. This should've been fixed by now. It's known all over Reddit's YouTubeTV subreddit also, they just ask for data but don't actually fix the issue.

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KiwiChris
Level 7

Re: Frozen black 'ad info" screen during commercials

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Mine was already unchecked. That wasn't the issue.


@RokuDanny-R wrote:

Hi everyone,

Thanks for your patience.

We would recommend checking to see if you have limit ad tracking enabled on your Roku device. You can check by going to:

Settings > Privacy > Advertising > Limit Ad Tracking > uncheck this box

Once this complete, try checking to see if you are still seeing the issue occur.

Please keep us posted what you find out!

 

Thanks,
Danny


 

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KJD44
Level 8

Re: Frozen black 'ad info" screen during commercials

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I do not have that option. After going to "Advertising" I can either reset advertising identifier or personalize ads I have no option to limit ad tracking. However, once when the black frozen screen appeared I went up in the left corner where it says "ad info" and clicked on it I believe it instructed me to go to my google advertising settings maybe that might help. YouTube TV is run/owned by Google, correct? I'm not sure if anyone else is having this issue with ROKU that isn't using YouTube TV

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dbeau
Level 7

Re: Frozen black 'ad info" screen during commercials

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It happens to me on Fox News only as well.

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dbeau
Level 7

Re: Frozen black 'ad info" screen during commercials

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Just happened to me on a Liberty Mutual commercial.

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gototcm
Level 7

Re: Frozen black 'ad info" screen during commercials

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I don't know who "Danny" is speaking for nor where he works, but he obviously has no clue how to fix this ongoing problem.  For me, I ditched Roku and told my family not to buy the product because of its streaming issues that are well-documented and known for months.