Channels & viewing

[mkbnj]

Hi Mary,

Requested information below. I connected same Roku to a different monitor, and Netflix did not freeze. This may indicate connectivity issues with specific equipment.

1. Roku device model, serial number, device ID, and software OS/version:

Model 4760X

Serial number YJ0028702178

Device ID KW9992702178

Software version 11.5.0 build 4312-46

2. issue occur on a specific channel?

Netflix only. Version 5.1 build 105096010

3. tracker ID

78-522-614

[mkbnj]

Hi Mary, Roku, please respond

[RokuDanny-R]

@mkbnj 

Thanks for the follow up.

Can you please clarify the behavior you mentioned? Are you connecting the Roku device to a monitor or TVs? If you are experiencing this issue on a specific display, that is an interesting situation. What is the brand and model of the display you are experiencing this issue with?

With more detailed information, we will be able to investigate the issue further.

Thanks,
Danny

[mkbnj]

@RokuDanny-R 

The Roku is connected via HDMI to Denon AVR-S530BT

The Denon is connected to display Panasonic TC-P42X5

This only occurs on Netflix channel

I tested on a computer monitor, and there was no freezing in that setup.

Thanks.

[mkbnj]

@RokuDanny-R 

What may help here... the Roku is set to automatically detect display. The Denon AVR is reporting 1080p connection. The Panasonic display is 720p. I thought this might be a downconversion issue, but when I set the Roku to 720p, same issue.

[mkbnj]

@RokuDanny-R  any updates?

[RokuDanny-R]

@mkbnj 

Thanks for the post.

For clarification, when you are connecting to the computer monitor, are you running the Roku device through the AVR still? If you connect the Roku device to the Panasonic display, have you tried connecting it directly or is it connected through the AVR still?

Please keep us posted what you find out and we will be able to assist you further.

Thanks,
Danny

[mkbnj]

@RokuDanny-Rwhen connected to the computer monitor, it is direct, not through the AVR. I will try connecting to the Panasonic display directly and post result.

[mkbnj]

@RokuDanny-R   just to point out, i have that set up now (Denon AVR to Panasonic display) with an older Roku model feeding the Denon AVR. That connectivity works fine, Netflix does not freeze.

[mkbnj]

@RokuDanny-R   connected directly to Panasonic display and... Netflix program playback freezes within 2 seconds. Same behavior as when connected via Denon AVR.  Please help.