Channels & viewing

[bjedrick]

After an ad sequence, Roku channel switches back to audio but video stays on ad. This only happens on the Roku channel, other channels work fine. Have tried removing Roku channel and adding it back, updating channel, but problem continues.

Samsung Smart TV connected via Wi-Fi on Verizon 1gig network. No network problems, everything else is fine. Does Roku channel have a problem with 1gig (5G) network, but others don't?

[DBDukes]

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@bjedrickwrote:
... Does Roku channel have a problem with 1gig (5G) network, but others don't?

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No, but that wouldn't enter into it anyway.

While it's more common on live TV than on VOD, some ad servers are notorious for causing issues returning to streaming content after the ads are over. In most cases, you should contact the service that contains the ads.

In this case, you are doing that. It's Roku Channel, so Roku bears some responsibility in this. What would be helpful would be to list the content that's causing it. For example, is it Live TV? If so, which channels?

Is it VOD? Some of that is from other services (notably FilmRise, which will sometimes show a brief splash page on launch). So which content is it that's having the issues? Don't say "all" or "everything;" actually list three, if multiple.

[LostAgain]

We are having the same problems on the Roku channel when watching Downton Abbey.  It has been happening at least once per program.

[RokuDanny-R]

@LostAgain

Thanks for the post.

Can you please specify the issue you are experiencing? What are the steps to reproduce the issue you are seeing? What troubleshooting steps have you already taken to try to resolve the issue?

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

Thanks,
Danny

[LostAgain]

Second attempt to post a reply to Danny's question.

We have experienced the problem with the Roku channel while watching Downton Abbey on the Roku channel.  When a commercial break in the Downton Abbey streaming occurs, the commercial starts normally; but, eventually the commercial picture will freeze and the commercial audio continues.  When the commercials end, the picture remains with the frozen commercial; but, the audio returns to Downton Abbey.

Our fix has been to exit the Roku streaming service, reconnect to the Roku streaming service, and continue watching Downton Abbey once again.  We then have the pleasure of watching second round of commercials before Downton Abbey will restart with the audio and video synchronized. 

This has been happening at least once per Downton Abbey episode as we have been watching one episode per evening during the past week or so.  Some evenings, it has happened more than once per episode and tonight it did not happen.  We do not know how to cause the problem to occur because it is happening intermittently each evening.

[bjedrick]

Roku channel does not switch back to video after ads After an ad sequence, Roku channel switches back to audio but video stays on ad.

This only happens on the Roku channel, other channels work fine. Have tried removing Roku channel and adding it back, updating Roku channel, checked network connection, but problem continues.

Have Samsung Smart TV connected via Wi-Fi on Verizon 1gig network.

Roku device, TV, Network are all fine, problem only occurs on Roku channel. Does Roku channel have a problem with 1gig (5G) network when other channels don't?

[DBDukes]

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@bjedrickwrote:
... Does Roku channel have a problem with 1gig (5G) network when other channels don't?

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A cellular network won't make a difference. The device doesn't care if it's cellular, DSL, or whatever, as long as it gets a good signal. And you can't have too fast speed. Slow can cause a problem, but we're talking < 1 Mbps before that really comes into play. 25 Mbps is more than fast enough for 4K streaming. 1 Gbps is overkill insofar as streaming is concerned, but it won't cause a problem. You just have bandwidth that isn't being utilized.

The issue is likely something on the ad server. The content and ads are likely being served from different servers. When issues like this happen, that's usually a problem with the ad server. Work with @RokuDanny-R on this, providing answers to his questions, so that Roku can find or confirm the problem and get it resolved.

[bjedrick]

Here is one example of how the Roku channel freezes at the end of a commercial set:

07/01/22 Ghost Whisperer S2E3

End of commercial Universal Orland resort

Audio switches back to episode but video remains fixed on last commercial image.

To get back to episode, have to press upper left arrow on remove, click on Watch from beginning, then fast forward to the point of last commercial interruption.  This gives me a new commercial set, but this one switches back to the episode normally.

Will post additional examples as I encounter them.

[bjedrick]

Another example of how the Roku channel freezes at the end of a commercial set:

07/02/22 Cold Case S1E15
End of commercial Ebay Motors

Audio switches back to episode but video remains fixed on last commercial image.
To get back to episode, have to press upper left arrow on remote, click on Watch from beginning, then fast forward to the point of last commercial interruption. This time it took me back to the episode at the image shown and rest of episode functioned normally.

Will post additional examples as I encounter them.

[bjedrick]

One more example of how the Roku channel freezes at the end of a commercial set:

07/03/22 Unforgettable S1E8

End of commercial Universal Orland resort  (freezes at 2 points during episode).

Audio switches back to episode but video remains fixed on last commercial image.

To get back to episode, must press upper left arrow on remote, click on Watch from beginning, fast forward to the point of last commercial interruption, then press play/pause.  Episode then continues until the next freeze or the end.

Will post additional examples as I encounter them until problem is solved.