Channels & viewing

[RSM1]

It only happens with the ad for Spectrum Internet.  All other ads play and return to the movie just fine it is the spectrum ad for Internet that once the ad is done it freezes up and does not return to the movie when I go back to the movie and taking another route it starts the movie over at the very beginning the problem is not with the TV it's with the spectrum ad

[RSM1]

Nothing works because it is not the TV's issue.  the problem is with the spectrum ad video.  

[RSM1]

We all have different TVs different models giving one model and that information for one TV is not going to fix the problem when it is the spectrum add video itself.  It's the ad for the $49 internet special with the lady in the blue dress and the big smile I think it's a new ad.  The ad freezes and does not return to the movie.  The problem is not our TVs That's why nothing works when we follow your instructions to reset and unplug and delete channel none of that works because it's not TV the problem is in the ad video programming.

[RokuCarly]

We're grateful to have you here in the Roku Community, @RSM1!

We regret to hear about the trouble and inconvenience this may have caused you. No worries! We will coordinate this with the relevant Roku team to further review your concern.

We kindly request your device's information so the appropriate Roku team can review it through your device as you are currently experiencing it. With this being said, kindly provide us the following details below: 

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
• If possible, a video clip of your running issue.

We'll be anticipating your response as we are more than eager to provide you with an accurate resolution.

Best regards,
Carly

[feedingcows]

I have the same problem with many commercials freezing and not returning me to the show I was watching. 

[RokuEuniceL · Accepted solution]

Hi @feedingcows,

Thanks for posting here in the Roku Community!

We're glad to assist you with your problem with streaming on your Roku device. Is the issue happening on all content or channels, or is this isolated to one content or channel? (Specify)

If it's happening on one channel, please try removing the channel, restarting the system, and re-adding the channel. If the issue happens on many channels, please restart your network router for this will refresh your connection and improve your internet speed.

Let us know how it goes, and we'll be glad to further assist you.

Kind regards,

Eunice

[BlueIris]

This has nothing to do with the device or the TV model, and it's not just one ad. I'm unable to even watch the channel, and every software update seems to make the matter worse.

It started with just certain ads, usually the longer ones, freezing. The only way to advance was to move back to the start screen and relaunch the program. This sometimes started the entire ad stream over again, and more often than not another ad would freeze. Rinse and repeat.

Now, it's even worse. Not only are the ads freezing, but when the above process is undertaken, the program starts over from the beginning. Advance to where one left off viewing, and the ad stream relaunches and the entire mess repeats. It's become Roku Groundhog Day.

I'm nowhere near an expert, but it seems this problem began with one of the software upgrades last fall, and each subsequent on has made it worse. It operates like a timing issue—the ad stream locks because of a flaw in the transition from one to the next, or back to the programming.

Instead of making us jump through hoops to find some way to blame the hardware, check the software first.

[feedingcows]

Hi BlueIris! Yes, that's exactly the scenario I encounter.  Thanks for articulating it so well. BTW, it has nothing to do with Spectrum.  I agree it's a glitch in the software. I seldom watch TV, which is why I got Roku. I only have a few channels and it's much worse on Roku and Britbox, so frustrating that I give up and turn it off.

[RokuJohnB]

Hi @BlueIris,

Thank you for posting here in the Roku Community!

We will be more than happy to take a closer look at this issue. Could you provide what specific channel you are seeing this issue on? May we know what troubleshooting steps you have taken so far?

We'll wait for your response.

Thanks,

John

[RokuJohnB]

Hi @feedingcows,

Welcome to the Roku Community, and thanks for keeping us updated!

We appreciate the information that you have provided to us. Have you tried the troubleshooting steps that @RokuEuniceL provided above? Could you send a photo of your running problem?

We look forward to hearing from you soon.

Thanks,

John