Channels & viewing

[JML500]

CW Channel freezes after commercials, I did the following:

Remove the CW app/channel.

Update the Roku Software (probably not needed as you will reset it anyway)

Reset the Roku.

Under "Settings" go to "Privacy" then "Advertising", select "Reset Advertising identifier" 

Not sure if this matters but I went to "Display Type" and select "720p TV" as it defaults to 1080p. 

Reinstall the CW app/Channel.

Make sure the "Do Not Sell or Share My Personal information" toggle switch is off after you get to settings.

[RokuJanadeeK]

Hi @JML500,

Thanks for reaching out regarding this concern. We are happy to assist.

May we know if this is the only channel affected by the issue? If not, could you name the affected channels? Also, we appreciate the steps you have taken in resolving this concern. We believe there's an ongoing investigation by our Roku engineers regarding this concern. To include your device in the said review and investigation, kindly provide us with the following:

• Roku device or TV model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).

Once a few more pieces of information have been gathered, we will be able to pass them along to the appropriate support team to investigate further. We look forward to hearing back from you.

Sincerely,
Janadee

[wendy1370]

mine freezes continuously in the Roko channel after the third commercial so you exit out then you go back in to try to work rewatch the show, and it literally starts all over again rather than resume and it freezes every third commercial bought a new one just to see and it doesn’t do it at all, so why is my one year-old device doing this?

[RokuJechealR]

Hi @wendy1370,

Welcome to the Roku Community!

Thanks for sharing a playback issue on The Roku Channel. Have you tried restarting your Roku device to see if it helps? To restart, please navigate to Settings > System > Power > System restart (if you do not see a Power submenu, skip to the next step).

Please keep us posted regarding the behavior you are experiencing, and we will be more than happy to continue assisting you further.

All the best,

Chel

[Anonymous]

I use the Roku app on my Samsung TV.  It sems after I agreed to the new terms for Roku my streaming channel freezes whenever the "The Spiderwjck Chronicles" commercial appears.  I need to go back to the home page and then back to the channel I was watching.  This never happened before until I agreed to the new Roku terms.

[julies1961]

Having the same issue and nothing we have done has helped.

[RokuCarly]

Welcome to the Roku Community, @julies1961!

Thanks for letting us know about this. Rest assured that we will look closely into this matter for review. 

Before proceeding, we'd like to assess your concern better and it would be great if you could provide us with additional information such as follows:

• What specific app have you encountered this issue? Kindly specify all of the affected apps.
• When did you start experiencing this?
• Did your device recently receive any software update prior to this happening that might have triggered this issue?

Your response is highly anticipated.

Warm regards,
Carly

[julies1961]

Only the CW app. All other apps are working fine.

[julies1961]

Not aware of any updates, this issue started this past month.

[RokuCarly]

Thanks for the added information, @julies1961.

In this case, let's try to troubleshoot this app to refresh its system. Kindly try to follow the steps provided below:

1. Remove the channel: navigate to your Home screen, move to the right, highlight the app, press Star*, then select Remove channel
2. Perform a system reboot: navigate to your Home, select Settings > System > Power (skip if unavailable) > System restart
3. Re-install the channel: navigate to your Home, scroll and select Store, look for the app, then press Add channel

We need to make sure that these steps have been done precisely to work. For more detailed information regarding this matter, you may visit this support article: How to resolve a channel playback issue

Keep us posted on how it goes!

Warm regards,
Carly