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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Steelersx
Level 8

Re: Frozen black 'ad info" screen during commercials

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I was about to buy a new Roku but if this isn't fixed, I am going to get a Chromecast.

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dpark254
Level 7

Re: Frozen black 'ad info" screen during commercials

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I believe it's a YouTube tv issue. Having same problems on TCL Roku tv as well as LG smart tv

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James1776
Level 9

Re: Frozen black 'ad info" screen during commercials

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I've been booted from Liberty Mutual commercials 3 times already today. Roku refuses to fix the issue so I'm buying a used device to see if that works as it should.

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wankeg
Level 7

Why does Roku freeze on commercials no matter what channel you're watching?

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Why is it that commercials will come on and Roku "freezes" with a black screen that says Ad info in the top right corner?  This seems to happen a lot?  It can be fixed by hitting back, selecting a different channel and returning to the channel you're watching but VERY inconvenient!!

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DBDukes
Community Streaming Expert

Re: Why does Roku freeze on commercials no matter what channel you're watching?

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@wankeg 

Mine doesn't. I have no issues with content resuming after commercials.

Maybe there's a problem with the app/service. You didn't say which one you are using, so I can't test what you're using, only what I normally use. And I'm not experiencing any such issues.

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

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jeffreyh51
Level 8

Re: Frozen black 'ad info" screen during commercials

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You are correct about it being a YouTube TV issue, however, it's a YouTube TV issue only as it applies to specific Roku devices such as the Streaming Stick+, and some TVs with Roku integration (not sure which others). I have had the opportunity to try a number of different streaming devices, as well as streaming services, and not one experiences the issue. Only YouTube TV on Roku, but not on my Ultra 4s.

I presume that those integrated TVs have the same hardware inside as the streaming stick, and while I'm no expert, it seems logical that there's some sort of firmware or hardware issue with those Roku devices that won't allow a proper fix, and Roku doesn't know what to do about it. Another possibility is that I find it no coincidence that Roku had some very well publicized issues with YouTube TV this past year, and that they are the only ones who are having this issue. Conspiracy theory? Maybe, maybe not.

My family is using Firesticks right now without the freezing issue, but they keep complaining about the lack of the simple Roku interface that they're used to. As I've said previously, I'll hang around a bit longer to see what Roku does, as I have considerable dollars invested in their devices...4 Streaming Stick+, and 3 Ultras, all of which used to perform very well with YouTube TV, but at some point, I have to move on permanently, and have them get used to a new interface.

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James1776
Level 9

Re: Frozen black 'ad info" screen during commercials

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If the issue was software or firmware related I figure Roku would fix it BUT, if it is a hardware issue, fixing it would cost a fortune so they ignore us and hope we will go away.

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James1776
Level 9

Re: Frozen black 'ad info" screen during commercials

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let me rephrase it. I believe it is cheaper to lose a few hundred customers than to repair a few thousand devices....

jeffreyh51
Level 8

Re: Frozen black 'ad info" screen during commercials

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Couldn't agree more, and is my main concern, particularly since I have somewhere around $450 invested in my current Roku setup, to say nothing about all of the other Rokus I've had, and upgraded through the years in order to stay current.

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PastorOpa
Level 7

Re: Frozen black 'ad info" screen during commercials

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I have same problem and it occurs during several channels on YouTube TV. I have restarted the Roku and uninstalled YouTube TV and reinstalled…it randomly continues.

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