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.
I saw a solution that worked for the problem of the video freezing while the audio continues after commercials. This was happening with Spectrum on my Express. Try going into Settings, Privacy, Advertising, and uncheck "Personalize Ads". Restart the unit. Once I did this the problem went away.
I’m sorry, but if the appropriate team had even glanced at any of the info gleaned from the customers who have complained this problem would long since have been corrected. What on earth is going on?
What is the point of sending system info if no one is looking at it?
don’t you realize that only a very small percentage of people experiencing this problem have brought it to the attention of this forum? And most of those with this problem have already given up on Roku and purchased Amazon fire or another streaming device?
The only reason I have continued to follow this thread is my desire not to throw away technology I have only recently purchased, and in hopes that Roku will step up and take care of their customers.
Awful product….just bought a brand new one and it freezes all the time. Should I return it and get another of the same product or will it happen again? It is still in warranty period. 4k stick is what I have.
The way I circumvented the problem from happening is that I reset the box, and never let it to be turned off. I go to settings, system, power, system reset. Once the system is reset. I go back to the same setting and uncheck the auto power saving (after 20 minutes of no interaction).
Try my solution in my post and see if it helps. The Express 4K+ is a great product once you find a fix. Don't understand why, but the video is clearer when streaming Spectrum than what my smart TV can do.
Makes you wonder if the Roku is searching for ads when it freezes the video because it gets caught in some kind of loop and runs out of memory. I just switched off the Personalize Ads on one of mine and will do the other two shortly. If all 3 stop exhibiting the problem, I'd say we found the fix and with zero help from Roku.
The reason I went with Roku is because of their reputation. A neighbor has been using one since they first came out and it has been 100% reliable. We have a Firestick that we used in our summer place, but it will not let you use the Spectrum app. When I went to see what other brands would work, the people in the various stores all said to get a Roku. I had a Spectrum tech in my house for an issue before I got the Rokus, and he said to get Rokus.
One problem does not flush all the past reliability away. So, we need to see if they will come up with a software update that fixes the problem. I have seen other digital devices (not streaming related) that were robust and worked great when they came out. But when the company came out with a "new and improved" version, both the reliability and durability went downhill. I tend to think that they build the best digital gizmo that they can when they start out, and once it is commercially successful, they put all their effort into removing cost to boost profitability and when you start removing cost, you also tend to remove quality. I'm retired from what was once a corporate tech giant and have seen that process in spades.
Appreciate the response but my video doesn’t freeze after commercials…it freezes on paramount, netflix, etc. when forwarding through an episode of something and the screen goes black but I still hear the audio playing.