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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GDGRM42
Level 7

Re: Spectrum Channel Freezes

There is a lot of discussion about this in the Netgear Community: https://community.netgear.com/t5/Orbi/Orbi-Firmware-issue/m-p/1858672/highlight/false#M81939. There's mention of an Orbi firmware release 2-20-2020...maybe a fix?

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dslo
Level 7

Re: Spectrum Channel Freezes

Ugh.  2 weeks?

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Jjreca
Level 7

Re: Spectrum Channel Freezes

Thank you for the advice. I have an Orbi with Armor security. When I tried to watch live TV via the Spectrum app on a TCL Roku TV, the picture froze within 10 seconds. From the Orbi app on my phone, I went to settings, then security, and turned off “Enable NETGEAR Armor.” The freezing stopped immediately. 

I turned on and off the Armor and got predictable results. It’s too bad that I have to turn off Armor to watch live TV.  Hopefully, it’s only temporary. 

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Maz
Level 8

Re: Spectrum Channel Freezes

I had just gotten the Orbi 2 months ago so my Armor subscription still has 10 months or so left before it expires. I was able to easily turn it off from the orbi app and I am not sure if it automatically takes you to a subscription page if yours is expired.

 

By hard reset I mean set the router back to factory settings (just do a search on YouTube on how to reset orbi router to factory settings) and re install it without the armor. If you're having problems still try giving Netgear customer support a call and I'm sure they will know how to shut off the armor and get you around the automatic re directing to subscription page issue.

 

 

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jkandcrew
Level 7

Re: Spectrum Channel Freezes

I reset my Orbi to factory settings then reinstalled it via the Orbi app just as I did the day I received it.  It offered a free trial of Armor and I declined.  Spectrum app has been working for almost an hour without freezing.  Had to be the Armor security causing it.  Just so happened the Spectrum app started freezing around the time the original "free trial" expired.  

Joey

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Durhammer
Level 8

Re: Spectrum Channel Freezes

There's no way other than doing a reset of the Orbi to "disable" the embedded Bitdefender daemons (they will still be *running* but apparently they won't do anything). When you re-setup the router (hint: maybe you can try saving the settings locally first), whatever you do, don't take the bait of enabling Netgear Armor (Bitdefender) again! I suspect you also don't want the Circle subscription. After doing this, my Armor/Security status went from "Expired" to "Not Activated," and we haven't had the issue with Spectrum streaming app freezing again. I have a ticket open with Netgear to work on the issue further, as I'd really like to either be able to share any better hints for disabling, or at least getting through to them that they need a firmware update so you CAN disable the junk at any point.

Thanks to the others on this forum that led the way!

-Jim-

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atemyshorts
Level 7

Re: New Spectrum Streaming App Crashes Roku

I agree with other that this is not only on Spectrum and that Roku needs to step in and assist, even if it is really Spectrum's issue. I went through all the steps to troubleshoot with Spectrum and they immediately then said that Roku had a major system update and that I need to call Roku - and they QUICKLY provided me this number at Roku - 816-272-8106. I would suggest all of us having issues with Spectrum on Roku call this number ASAP and work with them to understand the scope and impact of this issue. I have been a Roku customer for a long time - but this is VERY disheartening.

I mistakenly read the starting pages of the forum and not the end - and yes I agree with all at the end of the forum regarding Netgear - they need to own this. I also appreciate Roku reaching out on our behalf to Netgear as well, as I think Roku's large voice is helpful to prodding Netgear on this one - their product clearly has an issue and is not actually truly off and not interfering with traffic when Armor is disabled.

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Durhammer
Level 8

Re: New Spectrum Streaming App Crashes Roku

As the experience @Maz showed, it's not strictly a Roku issue, but it IS strictly a Bitdefender issue. Bitdefender IS Netgear's "Armor" and it's obviously the software in a "Bitdefender Box". The fact that using the Spectrum app on an AppleTV or stick or an Android tablet (in my case) works, could just be the build of the app (the Roku version/build seems to be a good bit behind my Android build). Perhaps one day a newer build of the Spectrum app for Roku will allow it to work WITH Bitdefender.

As for Netgear, they aren't much help. Just got off a support call (not much in the way of "technical," alas) in which they said not to expect a new Orbi firmware build until maybe April, and not to expect even that build to have a way of disabling Bitdefender ("Armor") if it has expired (at that point, your ONLY option is to reset the router).

If you want some measure of security without using Bitdefender, maybe try setting your router to use one of the free DNSes that do things like block ads, malware, phishing, etc. I use the Adguard ad-blocking DNS and love it. The other one I have looked at (but have not tried) is the Neustar Ultra Recursive DNSes -- they have a slew of them for different levels of protection (all the way to blocking porn, gaming and gambling and such) besides malware and phishing.

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Maz
Level 8

Re: New Spectrum Streaming App Crashes Roku

Final Solution For anyone new who may be having a freezing problem with certain apps such as Spectrum in Roku, Netflix shows buffering repeatedly, and other freezing issues.

1) The issue is with the bit defender armor you MUST disable it.

2) If you are within your 1 year subscription trial follow these steps to disable Netgear Armor

------>a) Open Netgear Orbi App

------>b) Select Security

------>c) Toggle the "enable NETGEAR Armor" button to OFF

 

2) If your Netgear Armor Subscription 1 year trial is expired... you will not be able to disable the Armor because it will continuously keep taking you to a page where it wants you to purchase a new subscription. For THIS situation you MUST reset the route back to factory settings and you must set up the router all over again. If may say you have the armor but MAKE SURE you do not accidentally activate the setting when re installing. If you do it this way your Armor will be installed but will be expired so it will automatically be "OFF" and you should be able to stream without any problems again. 

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Durhammer
Level 8

Re: New Spectrum Streaming App Crashes Roku


@Maz wrote:

Final Solution For anyone new who may be having a freezing problem with certain apps such as Spectrum in Roku, Netflix shows buffering repeatedly, and other freezing issues.

1) The issue is with the bit defender armor you MUST disable it.

2) If you are within your 1 year subscription trial follow these steps to disable Netgear Armor

------>a) Open Netgear Orbi App

------>b) Select Security

------>c) Toggle the "enable NETGEAR Armor" button to OFF

 

2) If your Netgear Armor Subscription 1 year trial is expired... you will not be able to disable the Armor because it will continuously keep taking you to a page where it wants you to purchase a new subscription. For THIS situation you MUST reset the route back to factory settings and you must set up the router all over again. If may say you have the armor but MAKE SURE you do not accidentally activate the setting when re installing. If you do it this way your Armor will be installed but will be expired so it will automatically be "OFF" and you should be able to stream without any problems again. 


Just to clarify @Maz 's last comment, Armor/Bitdefender might be "OFF," but its li'l daemons still will be running on the router's OS, and the "Security" medallion's status in either the router's or the Orbi app's home screen will simply say "Not Activated." It won't say "disabled," "off," or anything more positive. BUT DON'T ACTIVATE IT WHATEVER YOU DO!!!! (At least until maybe Spectrum, Roku, or Netgear update their software and PROMISE that the update fixes the issue. Don't hold yer breath!)