Channels & viewing

[Dash2]

It’s only happening to me on the “Roku channel” it happens sporadically. I’ll be watching a tv show on the Roku Channel and then the ads play and then the tv show resumes. That’s the normal part. Then other times the ads play and it freezes on the last frame of the ad. None of the buttons on the remote will work at this time accept the back button or home. I’ve reset my Roku device. I’ve deleted and redownloaded the app. It did not used to do this.

[RokuJohnB]

Hi @Dash2,

Thank you for sharing this information with us!

We would be more than happy to look further into this issue, but we will need more details. Can you please provide us with the following information:

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• Does this issue occur on a specific channel? If so, what channel and what version or build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)?
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).
• Steps to reproduce the issue you are seeing
• Could you also provide us with a photo or video of your running problem?

Once we have this information, we can pass it along to the appropriate Roku team to investigate further.

Thanks,

John

[OmegaT]

I completely agree! This has gone beyond the point of ridiculous to now just embarrassing that their own app is acting like this on their hardware. I stopped using Roku Channel for a few weeks to avoid the frustration; but I tried it again tonight hoping it was fixed and very first ad break froze. 

[RokuJohnB]

Hi @user55 @OmegaT,

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

This is not what we aim for. We will be delighted to further assist you with this issue, but we'll need to gather more details. When did the issue start? What troubleshooting steps have you taken so far?

With detailed information, we will be able to assist you further.

Thanks,

John

[OmegaT]

@RokuJohnB It's been reported multiple times, I've already giving the details on this other thread here. 

https://community.roku.com/t5/Solving-playback-issues/Roku-channel-freezes-on-commercial-s-last-fram...

[RokuERey]

Hi Community users,

We're sorry for the inconvenience, and our team has taken care of this.

We still don't have any available updates about this. But rest assured, we've initiated an additional report to them regarding this.

Thanks for your understanding.

Thanks,

Rey

[Stheompk]

 I am also having the issue especially with Optimum commercials.

[Stheompk]

I am having these issues especially with Optimum commercials. 

[RokuTakashi]

Hi, @Stheompk

A warm greetings here in the Roku Community.

Thanks for reaching out, and we acknowledge your concern. This issue has been noted by our team, and we'll provide an update regarding this so further actions can be taken to address this.

If there's anything we can do to assist you moving forward, please let us know.

All the best,
Kash

[MJPnFL]

Why is it that ROKU doesn't respond to these problems. I am just short of scrapping this stupid ROKU account. Yes I have this problem too EXCEPT after the first set of commercials ROKU locks up until I hit the BACK button and then it runs through the second set of commercials and then starts the playback over from the beginning. If ROKU is that dense that they are unaware of their problems it's time for a new service. ROKU, you have one month before you get dumped. This has been ongoing for MONTHS.