Channels & viewing

Are your Roku channels not working? Find troubleshooting tips for adding/removing channels, logging in, authentication, activation, playback issues, and more.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Remmy
Level 8

Re: Video freeze, audio ok, factory reset only helps for a couple days

Jump to solution

just posted the fix I found on ROKU Facebook page. I'm done now

0 Kudos
Snakeoil
Level 10

Re: Video freeze, audio ok, factory reset only helps for a couple days

Jump to solution

When you say "Roku Facebook" exactly what group are you talking about? There are several Roku FB sites. The OEM sites are for the Roku Channel and you can only read, not post to them.

Thanks.

0 Kudos
Snakeoil
Level 10

Re: Video freeze, audio ok, factory reset only helps for a couple days

Jump to solution

I just did the button dance suggested by Steve Z. To reiterate

Press

Home -5

Up - 1

RR - 2

FF- 2

If you do this, you should see the Roku menu go thru a few gyrations and stops at SETTINGS and just sits there. This gives the impression that you were not successful. You were. The Roku is processing the inputs. Just sit and wait and eventually the bouncing Roku logo will come up on the screen.

I did this to all 3 of my E4K units. I have turned two TVs on and will leave them on to see if any of the screens freeze.

Rob

0 Kudos
Snakeoil
Level 10

Re: Video freeze, audio ok, factory reset only helps for a couple days

Jump to solution

Been a few hours now. No freezes yet. This might be the fix. But that means we fixed it, not Roku.

I was looking for a way to contact Roku at an elevated level to get some attention on this issue. Their corporate site has done a decent job of shield them from a cranky customer. But what they did do is provide a list of their senior execs as well as a corporate mailing address. If this fix does not work, I think I'm going to write a letter to the CEO and the VP of engineering. The cost of a couple of stamps is nothing. Others here might consider doing the same. If their in-box starts filling up with customer complaints it might get something done. As they say, poop runs downhill and you can bet that if the CEO has to tell one of his minions to fix a problem, that minion will make sure it gets fixed. Just think of the attention it will get if his inbox filles up with letters from unhappy customers complaining about the same problem and the same lack of support.

Just a thought.

Jamesdmo
Level 8

Re: Video freeze, audio ok, factory reset only helps for a couple days

Jump to solution

One possibility to get some attention - use Twitter? I don't use it for normal life, but I've had several occasions when I've spent time calling, chatting, emailing a large company to no avail. Then, I tried a tweet to their main Twitter account and I've gotten prompt and effective attention each time.

eab
Level 9

Re: Video freeze, audio ok, factory reset only helps for a couple days

Jump to solution

Twitter is a great idea, and also try this email I just found:

customer dot advocate at Roku dot com

no spaces

(they won’t let me use the email format in this post)

Snakeoil
Level 10

Re: Video freeze, audio ok, factory reset only helps for a couple days

Jump to solution

Great idea. Email sent.

0 Kudos
regdan
Level 8

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

Jump to solution

I seemed to have fixed the problem, at least for the time being. The TV I have the problem with has 720p resolution. I went through the following procedures with my Roku Express 4K+. Go to:

- Settings

- Display types

- Turn off Automation resolution (1080p) to manual

- Change to 720p in my case or to whatever resolution your TV is.

So far, so good. No freezing with audio when a show changes to a commercial.

0 Kudos
TooManyJims
Level 8

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

Jump to solution

Did you try changing the Privacy, Advertising and unchecking the "personalize adds" box yet? I posted this solution which worked for me last weekend.

0 Kudos
flyboyray
Level 7

Re: Screen freezes on ad picture and then I hear the show's audio.

Jump to solution

I'm having same problem since I replaced my 29 dollar roku with 4K ultra. Not sur how to look at other people's replies?

0 Kudos