Channels & viewing

[guskwak]

Still having the same issue. So frustrating. 

[guskwak]

My brother recently bought a new TV and I went out of my way to ensure that he didn't buy a Roku device. He ended up getting a Google TV and is very happy with it. That's how much this issue soured Roku's image for me. 

[RokuCarly]

Hi, @guskwak.

Greetings from the Roku Community.

We've already reported this to our relevant team for investigation. We'll keep you posted once we hear any updates regarding this case. 

In the meantime, could you please provide us with a photo (How do I insert an image in a post) of when you trigger a Tracker ID (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)? It will be very helpful for our report. 

We'll be looking forward to your response!

Best regards,
Carly

[Melsands]

@RokuCarly  I’ve been following this thread waiting for an update on progress. Now it seems to be getting even worse! It happens in any app where the screen is minimized, as described by others. For me it’s Max and YouTube. But now, when I exit the YouTube video, it also loses my place, so I have to fast forward and try to find where I left off when the ad break caused the minimized screen (usually to display a QR code). This is maddening! Please provide an update from the team as mentioned in your last post. As someone else said, it would be encouraging to know that the issue is being addressed and any progress to a solution. I will certainly be considering this when it’s time to purchase my next tv.

Here’s my info:

[RokuTakashi]

Hi, @Melsands 

Greetings, and welcome to the Roku Community.

We understand your concern regarding the minimizing screen on certain apps that you currently watch, and our team appreciates your effort in providing the requested information in this thread. We'll take note of the details you have included in your post, and forward it to the appropriate Roku team.

In the meantime, can we have a photo referring to the minimized screen? Once we have this information, it will aid the investigation that will be conducted by our team.

We hope to hear back from your response.

Best wishes,
Kash

[Melsands]

first pic is when the full screen minimizes to a smaller rectangle to give you the QR code. As you can see, the smaller rectangle is black, but the ad is still playing - there should be video there. Audio continues. 

2nd pic - after skipping the ad, the screen maximizes, but stays black, no video, but audio continues, as you can see with the closed captions. Then I have to exit and restart to get video back. In YouTube, it reverts to the very beginning of the clip, so then I have to fast forward to find my place again.