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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Ltdofw
Level 7

Video freezes but sound continues.

Hi - I am trying to watch Ski Bum: The Warren Miller Story on the Roku channel and every, say, 30 seconds, it reloads and comes back with the video frozen but the audio continues. This hasnt happened on anyother station.

2 REPLIES 2\
RokuMary-F
Roku Employee
Roku Employee

Re: Video freezes but sound continues.

Hi @Ltdofw,

Thanks for the post.

Can you please provide more information about the issue you are experiencing? Does this happen on all movies/shows in The Roku channel or just specific titles?

In addition, can you please specify the exact steps you are taking to reproduce this issue so we can investigate further?

Please keep us posted!

Thanks,

Mary

 

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sbcglobal
Level 7

Re: Video freezes but sound continues.

@Ltdofw 

@RokuMary-F 

I am having a very similar issue (the program sometimes reloads, but not always, and can occur in as little as 15 seconds of watching). It occurs only with movies listed in Roku Channel's free programs, particularly the more unusual (perhaps less watched) videos. For example, I'm trying to watch Alien Watchers: Ancient Gods, and the video frequently freezes, while the audio AND the subtitling continue in perfect synch.

Interestingly, it NEVER happens when a commercial is being shown! Smiley Tongue

If I back out of the program, return to the same program again, and "RESUME", surprisingly, the program begin to play exactly where I backed out, as it should, the video moving in perfect synch with the sound and subtitles again...BUT in a very short while, the same old problem - the video freezes and the audio and subtitles continue to play despite the frozen video.

I have never had this problem until this past week, and estimate that I do not have this problem with about 75% of the free Roku programs or movies. And I never have this problem with other channels (or as I said, with ANY commercials ANYWHERE).

I have a 3710RW that works very well and has never given me a problem before:

  • "Check network" feature indicates that I have "excellent" internet/wifi signals, download "good" - 18mbps.
  • Software version: 10.0.0, Build 4195-28
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