Channels & viewing

[LauraZ]

@Snakeoil I must have misunderstood that channel reference then. I’ve been reading as well that it’s mostly with YouTube TV and Netflix. But can you tell me what do you mean by setting up your remotes again? I’ve taken the power off many times as well as the HDML cord removal. But I’m not sure what you mean by setting it up again? Many people have said they have started from Ground Zero and are still experiencing this video freeze issue. I only have it on my express 4K plus Roku. My classic Roku’s are fine.

[Snakeoil]

Just go into settings and you will see the Remote section. Go into that section until you find the set-up prompt and just click on it and follow the rest of the prompts.

I would offer up that with the new software loaded the problem will cease. But it appears that each model Roku needs its own type of software update and until yours is updated, it will continue to have the issue.

You can check your software version by going into Settings/System. It will show the date for the last update. Mine were 12/14 and 12/15. 

[Jessedog]

Here is the response from Roku support stating the issue is a Channel Partner issue  I told them it was happening on Hulu and Amazon Prime for me but this suggests they are not taking responsibility for the problem.

“Thank you so much for your feedback,
 
Could you please perform the below steps and check it again:
 

1. Home>settings>system>software update>check now

  2. Home > Settings > System >power> System restart

After doing these two steps, please launch the channel and check it for content is loading or not, Still the same issue persists, I suggest you contact the channel partner support.

Because, Roku is a streaming platform, and each app is built and maintained by the respective channel partner directly. “

[Snakeoil]

My apologies. I must've missed that post. 

If I had gotten that response, I would have pushed back with more examples of the problem. I actually did something similar when I got an email response from customer service. I'm going to guess that a good chuck of their email response team, if not the entire team is overseas and they are measured by how many tickets they close out in a day. That tends to drive the wrong behavior and responses like you received.

It appears that this screen freeze issue is solved for my 3 units.

[HarveyDog]

New SW became available for my unit today.  It is version 11.5.0 build 4312.  I updated manually, which only takes a few seconds.  Things appear to work much better now.  I didn't see any freezing.  It seemed to respond faster as well, but that might just be my imagination.

I'll give things a much more extensive workout tonight, watching Monday Night Football and skipping all the commercials.

[Snakeoil]

One of my Rokus had a screen freeze last night. I was a bit disappointed. But then I checked the software and for some reason, that unit had not updated yet. Still had the Oct 22 software load. So, I did a manual update and it should be good now. Only time will tell.

[HarveyDog]

Last night I was able to give the new SW (version 11.5.0 build 4312) a thorough workout.  I fast forwarded thru every commercial and long delay while people on the field argued about a ref's call.  I did a couple of rewinds to make my own instant replays.  The Roku worked flawlessly.

It's nice to have this issue behind us so I can go back to enjoying watching ball games.

[TexasGal]

I don't know why Roku doesn't send out an update to undo the update that has messed up all the 4K plus's.  And if they can't they need to replace them all, FOR FREE! 

[RokuDanny-R · Accepted solution]

Hi Community users,

Thanks for the posts and patience while we investigate this issue.

This issue should be resolved now. At this time, we would recommend checking for a system update on your Roku device and then seeing if the issue is still occurring.

For more information about how to check for a manual OS update, visit our Support page here: Update the software on your streaming devices

Please keep us posted what you find out.

Thanks,
Danny

[LauraZ]

@RokuDanny-R YES! It solved it. Thanks so much!!!! All of our whining wasn’t for naught!!