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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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Rolara
Level 7

Re: Video Freezes But Audio Keeps Playing

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I agree…. same issue continues.  When I playback, on all my streaming channels, video freezes and audio plays back.  This started last month (October) and continues on two separate TVs with a Roku streaming stick device (one TV with 4K, the other with 4K+), which I’ve had for 2+ years and never had a problem.  Roku obviously did something that has caused this issue.  What is up???

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Dave45
Level 7

Re: Roku express 4K freezing steps to fix

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This happens on two Roku devices which I use to watch Xfinity stream TV. It is cleared by hitting the power button to turn the TV off and then turning it back on again. 

Roku device 1: Model = 3941X - Roku Express 4k+, Ser# = X01600AUL89N, Dev id = S07P21AUL89N

Roku device 2: Model 4800X - Roku Ultra, Ser# = X01000W4R33W, Dev id = 502A2194R33W

In both cases OS Version = 11.5.0 build 4235-cr

Not sure if it happens on other channels, but it happens on Xfinity Stream Ver 6.9 build 0

Tracker issue ID 9N-467-372

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RokuDanny-R
Roku Employee
Roku Employee

Re: Roku express 4K freezing steps to fix

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@mthomas @Dave45

Thanks for the posts and providing your device information.

I have passed along your concerns and details to the appropriate Roku team to investigate further.


Thanks,
Danny

Danny R.
Roku Forum Moderator
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Re: Video Freezes But Audio Keeps Playing

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Hi Mary—

Is any progress being made on a fix for this?  Seems like a lot of people are sending in the information you are requesting, but no fixes. Does Roku feel like this can be fixed, or should we all be switching products rather than holding out hope that something that we already bought and worked fine then one day everyone had a problem with will begin working properly again?  Obviously, we would prefer the product we already bought is restored, but can’t wait forever for this. 

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RokuMary-F
Roku Employee
Roku Employee

Re: Video Freezes But Audio Keeps Playing

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Hi @Thebeancounter,

Thanks for following up.

Please be aware that the appropriate Roku team is currently investigating this issue. At this time I do not have any information that I can provide. However, once more details are available, I'll be sure to update this Community thread.

We appreciate your patience while we investigated this issue.


Best regards,
Mary

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hobbyhound
Level 9

Re: Video Freezes But Audio Keeps Playing

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It is so easy to reproduce this video freeze. I'm surprised Roku has been asking for a tracker-id from customers.

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eab
Level 9

Re: Video Freezes But Audio Keeps Playing

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It’s clear from 17 pages of complaints that the issue is the relatively new Roku Express 4k+, and the problem stems from the last update in October. Roku thinks customers are willing to keep using their products tho this problem hasn’t been corrected in a month. If anyone had been “working on it” it would have been corrected long since…the only solution I’ve gotten from this community is to buy an Amazon fire. They work and they have customer service too.

tomdebbie1
Level 7

Re: Video Freezes But Audio Keeps Playing

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Just froze again 11/23/22 at 5:42pm  Here's the info again.

Model:  4802X - Roku Ultra

Serial No.: X01000HFE4N4 (S0DA222FE4NA)

Software version:  11.5.0 build 4235-C2

Timestamp: 2022-11-23T23:41:39Z

ID N4-470-861

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Snakeoil
Level 10

Re: Video Freezes But Audio Keeps Playing

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I would tend to agree. But, today was my first post here and about this problem and I've already received to private emails from Roku asking for more details on the problem. I rebooted my modem and my router today to see if it corrects the problem.

For me, the issue is when I'm using the Spectrum app. The video freezes while the audio continues as normal. I've noticed that it tends to happen during commercials and the video freezes in the commercial and then the audio continues on to the program when the commercial is over. 

I'll let the group know if the reboot of the internet and Wi-Fi components helped. 

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Odan
Level 7

Re: Video Freezes But Audio Keeps Playing

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I have the same problem with Roku Ultra and Rok Ultra LT and Xfinity Stream app.  Video freezes and audio keeps playing. Once I reset the boxes, everythig is ok, until the next time that i turn on the box.  I have to reset the box before using the Xfinity Stream app.

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