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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Level 7

Netflix channel freezing and crashing Roku

Today is March 3, 2020 and the issue is not resolved.  I bought a brand new Roku device, installed it, ran Netflix, the picture froze and after 5 minutes, Roku reset.  I called Netflix and they told me that it's a known issue and that their "backend team" is working on it.  It's discouraging to read that the problem stretches back to November 2019.

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8 Replies
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Level 19

Re: Netflix channel freezing and crashing Roku

@gadelrosario  Thanks for reaching out. The issue you are describing is not the same issue that your comment was posted on. That was resolved months ago. 

For the behavior you are seeing, a few more questions to help better understand what you are seeing: 

- What model of Roku device are you using? (Settings>System>About) 

- What content title were you trying to play on Netflix when you saw this occur?

If Netflix support has stated that they are already aware of the issue and are working to resolve it, you'll want to continue following up with them directly for more information and updates on the issue occurring inside their channel. We can help relay your feedback along as well. 

 

Thanks,

Tanner

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Level 7

Re: Netflix channel freezing and crashing Roku

I’m using the Roku Premiere, purchased from Amazon last week. I was watching the Gabriel Fernandez documentary on Netflix when it froze. The device is on WiFi. 

I’m also using an older (circa 2009) Panasonic plasma TV.  Though the Roku is connected via HDMI and the tv is 1080p capable, I don’t know if this old TV can handle the speed of the data stream. The same thing happened to my old Roku 3. 

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Re: Netflix channel freezing and crashing Roku

Sadly the problem goes back long before Nov 2019. I’ve always owned a Roku device&used them on many different kinds of TV’s over the yrs w the same problem... Netflix. Today more frustrated than ever w that app when I tried to watch tv show.. Denied. When this happens its “behind”-slow to load so slow music speaking(if you get that far bf it crashes) are ahead of what you’re seeing.. so slow causes freezing&crashing even on my brand new tv (Roku)..but happens on my Samsung TV too) New prob I’ve not saw yet it started to play a movie but people were moving in fast forward! but not their voices!? HTH Does That Happen?! 😂 but ya then crashed. So now I’m totally convinced it’s not the TV or device you use.. it’s Netflix. Because as soon as my system rebooted I tried Hulu... perfect. I tried all except Netflix they All Work Perfect! Right now I’m watching Black Sails on Amazon Prime no probs always amazing. Last night (same Netflix prob) I was watching 4K movies in bedroom on Samsung TV w roku device over wifi.. still worked amazing on Prime. So it can’t be bandwidth or whether you’re directly linked or on wifi.. it’s not even all the time.. Netflix be ok then start acting up crashing for 1-2months I can’t watch it. I don’t have a clue why that amount of time but it’s done that to me for yrs. None of my apps have any problems except Netflix. 

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Level 7

Re: Netflix channel freezing and crashing Roku

I have a Roku 4 and Netflix exhibits the same symptoms:  poor response, freezing, and even crashing the Roku and forcing a reboot.  Prime Video, Hulu, anything else - works great.  Netflix - nada.  I just told my wife when she complained to watch Prime instead.  I will probably cancel the Netflix subscription - paying money for something you can't watch without PITA is stupid. 

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Level 8

Re: Netflix channel freezing and crashing Roku

Roku Ultra (4660)

1 Gbit up/down connection

Since Feb when trying to launch Netflix one of the following happens:

  1. Roku bricks with a black/grey/distorted/ or frozen screen.  Removing power, waiting for capacitors to discharge, reconnecting power, restart - solves the problem 70% of the time.  
  2. Roku locks up, then reboots itself. 

This happens daily.  When it does, I pull the power to the Roku, switch over to the TV, which has Netflix connectivity, and uses the same WiFi as the Roku and Netflix starts perfectly every time.

The issue is either:

  1. The Roku device has a hardware issue.
  2. The Roku device has a firmware issue.
  3. The Netflix app has a Roku issue.
  4. Netflix uses some buffer load protocol that crashes the Roku.

I've excluded the Wi-Fi speed (both Roku tests and using the Visio TV show its fast enough).  

I've excluded HDMI cables (this is a red herring as Hulu and every other channel plays fine on the Roku.)

I wish there were diagnostics on the Roku to determine if it has a hardware problem.

Ultimately, I end up using my TV as it can run all of the streaming channels Roku does.  That leaves just a few Roku channels to justify the hardware costs of the device.   With more TVs offering Roku-like experiences and streaming, Roku had best quash these kinds of bugs immediately.  Searching the help forums and seeing problems that have persisted for months, or Roku Tech Support pushing off the problems as 'user error' (undoubtedly, many such One D Ten-T errors happen), is disheartening.

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Roku Employee
Roku Employee

Re: Netflix channel freezing and crashing Roku

@PickleFace 

Thanks for the post.

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.

Does this clear up the issue you are seeing?

Thanks,
Danny

Danny R.
Roku Forum Moderator
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Level 8

Re: Netflix channel freezing and crashing Roku

Danny, thanks for the help. Removing the channel was fine.

HOWEVER

Trying to reinstall Netflix from the Channel Store yields one of the following outcomes:

  1. Installing channel starts at 0% and hangs with the circle (Roku's hourglass or spinning beachball) and never progresses.
  2. Installing channel starts slowly works its way to 100%, and hangs.
  3. Installing channel starts and Roku reboots itself before any progress is shown on install.

So nothing will install Netflix on this specific unit.  This has to be software related? No?

So, no, I can't get Netflix on this Roku.  We have four devices in the house, one other Ultra, and 2 sticks.  They have no issues with Netflix.  This Ultra was a recondition and I worried it might be the device.  However, every other channel is fine.  I've reset the system, pulled the power for 10 minutes, nothing seems to work.  And this is not good at all.

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Roku Employee
Roku Employee

Re: Netflix channel freezing and crashing Roku

@PickleFace 

Thanks for the update.

As a last resort, we would recommend removing the channel, then trying to perform a factory reset on your device. Then once your device is setup again, try adding the channel to see if the issue is resolved.

Please be aware that factory resetting your device will require you to reauthenticate your channels that were previously authenticated on that device.

For more information about how to perform a factory reset on your device, visit our Support page here: How do I factory reset my Roku® streaming device?

Please keep us posted.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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