Channels & viewing

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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hspatz
Level 8

Re: Video Freezes But Audio Keeps Playing

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I pressed them slowly the first time and no joy.  I waited for the error once more then pressed them quickly like when I type on my computer, and it worked.

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RokuMary-F
Roku Employee
Roku Employee

Re: Roku express 4K freezing steps to fix

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Hi @Remmy,

I apologize for your experience here. I can understand how that may be frustrating.

Can you please provide us with the following information:

  • Roku device model
  • serial number
  • device ID
  • software OS/version (these can all be found in Settings > System > About)
  • does this issue occur on a specific channel? if so, what channel and 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)
  • steps to reproduce the issue you are seeing

Once we have this information, I'll be able to pass it along to our Support team who can investigate further.


Best regards,
Mary

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Pat51
Level 7

Spectrum app on Ruku device freezes commercial picture but sound continues

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Spectrum App on Ruku 4K+ freezes the commercial picture but the tv show audio continues. A friend has the same device and spectrum app and it doesn't freeze.
It's pretty frustrating as I have to change the channel and come back to the original channel and then it's fine until the next commercial.  It was only installed last week so I haven't used it much. It happens a lot (not every time) on the POP channel and I dont know what other ones yet. Should I delete the Spectrum App and reinstall it? Your advice is much appreciated.

Pat51
Level 7

Re: Spectrum app on Ruku device freezes commercial picture but sound continues

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UPDATE - THURSDAY MORNING

It's doing it again on the OWN and the POP channels this morning. Anyone have any ideas or solutions? Do I contact Spectrum or Roku? It is really annoying and I wont be able to get rid of my cable box if this keeps up!

UPDATE:

It was fine Tuesday and ok so far today. Maybe a Spectrum issue? I dont know.

 

Seems to be on the POP & A&E channels so far.

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Steve-Z
Level 8

Re: Roku express 4K freezing steps to fix

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@Remmy How did you find this? From Roku support agent?

We are having the same problem on our Roku Express 4K+ (3941R) purchased a little over a month ago. Funny thing is that I bought two of these together so I could get rid of some Xfinity boxes and save money. One of them is working fine. The other is not.

I tried rebooting device, changing WiFi network, switching to a different HDMI port on the TV. None of that worked. I was ready to ask Best Buy for an exchange. I will give your method a try.

I also just found out that there is NO AGENT SUPPORT for this device, even a mere month after purchase. That is terrible on Roku's part.

weaselette
Level 7

Re: [OS 11.5] Express device - Video Freezes But Audio Keeps Playing

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I’ve had this same issue for a couple weeks. It only seems to happen during commercials both live and when forwarding through recordings on Fubo.doesn’t seem to matter which channel.
I’ve tried factory reset and reinstalling Fubo and Roku Channels. 
it oddly gave me a “low battery in remote” message at one point and changing the batteries didn’t help.

PLEASE FIX!

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Steve-Z
Level 8

Re: Roku express 4K freezing steps to fix

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UPDATE:

I realized that I actually did have a similar issue on the other Roku Express 4K+ (the one I previously said was not afflicted), but I attributed it to selecting "Skip Intro" during a Paramount+ streaming episode. During that same episode it also occurred when I tried rewind or ff. The other device that is very frequently affected mostly streams live (Xfinity Stream app). I tested it on Peacock Live and it happened soon after starting the stream. Perhaps this is a memory issue?

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tomdebbie1
Level 7

Re: Video Freezes But Audio Keeps Playing

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Well, we're back with the same issue.  Enjoyed it while it lasted.  Hey Roku - it's time to fix this.

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JCII
Level 8

Re: [OS 11.5] Express device - Video Freezes But Audio Keeps Playing

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I just set up 2 roku 4K sticks last week. I have had similar issues when I fast forward using the vcr controls. This has happened a couple of times. I just hit the home button and relaunch the sling app and things work again.

I am still trying to figure out what part roku controls and what part of the streaming process an app actually controls. My big issue is with video playback not remembering where I left off. Resuming a video is a nightmare.

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mthomas
Level 7

Re: Video Freezes But Audio Keeps Playing

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Roku device model: 3941x Roku Express 4K+

serial number X01600C D0JTV

, device ID, 507P41CD-JTV

and software OS/version 11.5.0 build 4235-CR

The freeze issue occurs on every channel and app I use.

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