Hi @JudySue,
Thanks for posting in the Roku Community!
If this issue is not resolved, please let us know along with any additional information you may have that would be helpful for our team in further investigating this problem. 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)
-what region are you located in
-does this issue occur on a specific channel? if so, what channel and what version/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 5 times, followed by the Back button 5 times, and provide us with this ID)
-steps to reproduce the issue you are seeing
-what troubleshooting steps have you already taken to try to resolve the issue
-screenshots of the issue you are seeing
With more detailed information, we will be able to assist you further.
Best regards,
Mary
Mary F.
Roku Community Moderator
