Discussions

[tsuhgw]

software version 10.5.0 build 4201-31
Unable to play the Roku channel and other channels keep loading.
The advertisement section does not display properly, either.
(They are showing empty black.)

I have spent all day factory reset my roku TV and my router. 
My internet speed is fairly good. Around 100 mbps. 
But my Roku TV is very lagged. 

I suspect this problem is caused by the advertisement and the newest update of Roku.
Because my Roku TV was working well before. And there are similar cases posted on this forum. 

The reason: 

For example, Youtube, my Roku tv is Not Able to load Youtube videos when I use Roku-version Youtube app. My Roku tv is Able to load and play Youtube videos when I "skip the ads on my computer" and cast videos from my computer to my Roku tv. But my Roku TV is Not Able to load and play Youtube videos if I "Don't Skip the ads".

Also, Roku-version Youtube will be playing a dark screen temporarily if there is an embedded ad. 

A similar problem happens for Roku Channel. Those ads are empty.
No videos or shows are loading. In fact, they can not be open at all.
Because there will be a warning about Network Problem.
Then the Roku Channel will close itself.
This happens to the Roku Channel for kids.

Other channels, like Weather, the text and picture section is working.
But the section of videos is empty dark. So is the section of advertisement.
There are many people have already pointed out "Channels are not able to load and play videos." 


Please inspect the newest update and the advertisement problem.
Thank you.

[RokuIrene-S]

Thanks for the post.

We would be more than happy to look further into this issue for you.

Can you please provide us 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/build is the channel (this can be found be 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)
• steps to reproduce the issue you are seeing

Once we have this information we will be able to pass it along to the appropriate team to investigate further.

All the best,
Irene

[Mdice]

How come when you do these updates you dont check to see if things will actually work? I'm getting an internet download speed of 2 mbps!!!!! The signal is excellent and the router is a foot away. What garbage. I should consider a different brand. 

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@RokuIrene-S wrote:

Thanks for the post.

We would be more than happy to look further into this issue for you.

Can you please provide us 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/build is the channel (this can be found be 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)
• steps to reproduce the issue you are seeing

Once we have this information we will be able to pass it along to the appropriate team to investigate further.

All the best,
Irene

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