Channel Issues & Questions

[yanny]

About two weeks ago Netflix stopped working on Roku, mostly in the evenings.  It sometimes works in the mornings.  It freezes on the Netflix logo and after a prolonged delay shows an error like tvq-st-131.  I troubleshooted that error repeatedly with Netflix Help, including checking my internet connection and speed, restarting Roku and restarting my home network (Router).  Netflix Help submitted a ticket with its technical team and assured me the problem would be resolved but it remains.  I no longer can watch Netflix on Roku in the evenings.  Amazon Prime streams fine on Roku, as do other channels.  I can watch Netflix on the computer and phone in the evenings, but not Roku.  I checked with my ISP who found my internet connection and speed to be fine.  My ISP said the problem is with Netflix, that during this period of increased demand because of the situation, Netflix has problems delivering its streaming service, especially in the evenings when more people access Netflix.  It seems there is something about the way the Netflix channel on Roku is programmed that is at the root of the problem, since other Roku channels stream fine, since troubleshooting with Netflix Help did not help, and since my ISP found nothing wrong with my internet service.  I need Netflix to resolve the problem.  I subscribe to Netflix to watch it on Roku.  It is very frustrating that Netflix is not living up to its end of the bargain.

[atc98092]

What model Roku are you using when this happens? Support for some of the older Roku players is being dropped by some providers. I don't personally use Netflix anymore, but perhaps someone else can advise if they are having issues. 

[yanny]

Roku Express. I got it because my older SE model was no longer fully supported.

[RokuDanny-R]

@yanny 

Thanks for the information.

Try removing the channel from the Roku home screen by navigating to the channel tile, pressing the * key on your remote and choosing 'Remove channel'. Then restart your device from Settings>System>System restart. Once your player starts up again, add the channel back once more. 

If the issue remains unresolved, I'd recommend continuing to work directly with Netflix to request additional support. Many channels on the Roku platform are developed and maintained by the channel provider directly, and they'll be able to best assist. If other channels are working correctly, and you only experience this issue on the Netflix channel (app), that is likely an indication that the issue lies within that particular channel. In these cases, the channel provider will need to investigate the issue in order to help resolve it.  

Thanks,
Danny

[yanny]

I partly agree.  But Roku should work with its channel providers so the channels work.  I see it as a shared responsibility.  In this case Netflix and Roku should work together to ensure that the Netflix channel on Roku works.

[jflynn12]

I have the same problem. Netflix works fine on my other TV (Sony) so I don't think this is a Netflix problem. The problem is with Roku software that is somehow rejecting the interconnect with Netflix.

[ezequielfarrell]

In the case, the faces issue which is Netflix no longer streams on Roku, the best is to first deactivate and then reactivate the Netflix application on the device for the proper working on the device.

1. To start with is by pressing the Home button for the navigation to the Roku home screen.
2. Then tap on Settings.
3. Now choose Netflix Settings.
4. First is to deactivate this player from my Netflix account.
5. And once you are here choose ‘Yes’. The device is now deactivated permanently.
6. Enter the Netflix from the home screen and follow the prompts to reactivate the app.
7. Sign in to your account and try Netflix again.

Reference: Netflix not working on Roku.

[SlenderHope]

My problems with Netflix on Roku are recent.  Within the last week or so, I will start to watch a program on Netflix and it will suddenly stop.  It starts with the sound disappearing, although there is often still movement in the picture.  Eventually the image freezes, too.  I then have to get out of the app altogether, and go back in.  After doing this several times, the app will begin to work.  At least so far.

I have a Roku t.v. (TCL) and I have Roku soundbar and woofer.  I should add that this doesn't happen with any other app I'm using, like Prime, HBO, and so on.  It's only Netflix.

[atc98092]

@SlenderHope Roku has not pushed any OS updates to TVs in some time, so it's not likely that Roku broke something with an update. This sounds more like Netflix tweaked something with their app, and it's causing the issue. Netflix is a little unique, in that they can update portions of their app without actually issuing a new version of the channel. You really need to report this to Netflix themselves.  

[SlenderHope]

Actually, I was messing around with the set up yesterday and figured out that if I use the Roku t.v. remote Netflix behaves fine.  If I use the Roku soundbar remote (which I prefer), that's when the problems appear.  Any idea why that might be? I guess I can use the the TCL Roku t.v. remote all the time just for Netflix, but it seems kind of silly.