Channels & viewing

[Lisa123b]

Why does Roku TV constantly freeze at the last commercial? I get through the whole minute and 1/2 or two minutes then the app freezes and I have to exit the program and re-enter and most often it makes me watch another round of commercials. This happens about every 3rd commercial. Pretty annoying….. 

[RokuTakashi]

Hi, @Lisa123b 

Thanks for posting, and welcome to the Roku Community.

We're sorry to hear that you've experienced this kind of issue, and we'd like to gather more details for us to look into this. Kindly provide us with the following:

Can you please provide us with the following information:

• Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
• Does this issue occur specifically on The Roku Channell? If so, what version/build is the channel? (This can be found by selecting the channel on the Home screen and pressing the * button).
• Tracker ID when this issue occurs. (When you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).

Your response would be much appreciated as the details you provide will be forwarded to our team for this issue to be addressed.

All the best,
Kash

[burrdea]

Having similar problem.

Yes happening only on Roku Channel

Info requested

Device Model 3930CA-Roku Express

Serial Number X0040080RTJV

Device ID S0143080RTJV

Software Version 12.50.build4178-AE

Channel version/build 9.3-build 10

Tracker ID JV-483-918

[RokuERey]

Hi @burrdea,

Thanks for reaching out here in the Roku Community, and appreciate the details about this issue you're running into.

We'll forward this over to the right team for further investigation. We'll make sure to post an update on this thread once we have it available.

Thanks,

Rey

[Cammy_D]

For me it is when I am streaming a show, such as Martha Bakes. Then when I exit, because of it freezing on commercials, I re-watch the commercials and it restarts the show from the beginning even though it says resume. 

Model: 3930X - Roku Express

Serial number: X00400HE1PGA

Software version: 12.5.0 build 4178-AE 

[RokuArjiemar]

Hello! @Cammy_D,

Thanks for the post,

We wanted to let you know that we have passed along your information to the appropriate Roku team to investigate further.

Thanks for your continued patience. Do not hesitate to let us know if you have any additional feedback.

Regards,

Arjiemar

[RokuJanadeeK]

Hi @user55,

Can you confirm if you have already provided the details requested by our team? This is to ensure that our Roku engineering team can look closely into your affected devices. If you haven't yet, please provide us with the following details:

• Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
• Does this issue occur specifically on The Roku Channell? If so, what version/build is the channel? (This can be found by selecting the channel on the Home screen and pressing the * button).
• Tracker ID when this issue occurs. (When you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).

Your response is highly appreciated.

Regards,
Janadee

[RokuJechealR]

Hi @user55,

Thanks for keeping us posted!

We're sorry for the inconvenience that it has caused you. This is not what we aim for. But we will need to gather more details that are needed so that our appropriate Roku team can investigate further on the issue. Can you please provide the following information that @RokuJanadeeK posted above?

Once we have this information, we'll be able to pass it along to our appropriate Roku team.

All the best,

Chel

[RokuCarly]

We sincerely apologize for any trouble and inconvenience this may have caused, @user55.

At the moment, we are still working to fix this occurring issue as soon as we can. 

Rest assured that once more information is available, we will make sure to update this thread. 

In the meantime, we really do appreciate your patience and understanding as we work on this. 

Best regards,
Carly

[RokuJanadeeK]

Hi @user55,

We understand your frustrations.

We have sent you a private message; would you mind checking?

Your response from there is highly appreciated.

Thanks,
Janadee