Discussions

[RokuERey]

Hi @Joshkendle,

Thanks for the update and for sharing with us the necessary information about this.

We'll go ahead and passed this case along with the information provided to the appropriate Roku team for further investigation.

Once information available we'll make sure to update this thread.

Thanks,

Rey

[Joshkendle]

Find anything out yet? Not wanting to lose sight of this issue

[RokuEuniceL]

Hi @Joshkendle,

Thanks for keeping us posted here in the Roku Community!

We'd like to know more about the issue you are experiencing with streaming Netflix. Please provide us with some details so we can assist you further.

• How are you powering your Roku Express?
• Are you getting error messages or error codes when playing content?
• Is the issue happening on all contents or channels, or is this isolated to Netflix only? (Specify)
• How far is your device from your network router?
• Do you have cellular data so we can try connecting your device to your hotspot?

We'll be waiting for your response.

Kind regards,

Eunice

[Joshkendle]

How are you powering your Roku Express? USB connection to an LG TV
Are you getting error messages or error codes when playing content? - no error messages while playing. The screen just freezes.

Is the issue happening on all contents or channels, or is this isolated to Netflix only? (Specify) - only with Netflix 

How far is your device from your network router? 15 feet with line of sight to router 
Do you have cellular data so we can try connecting your device to your hotspot?

unfortunately not. 

[RokuEuniceL]

Hi @Joshkendle,

Thanks for the quick response!

We highly suggest that you power your Roku Express by connecting the USB cable to a power adaptor and powering it directly to a wall outlet. Usually, insufficient power supply causes this issue. Also, please be advised that Roku Express does not support long-range Wi-Fi, which may lead to connectivity issues if the network is too far away.

Let us know how it goes.

Best regards,

Eunice

[Joshkendle]

I will switch the power source. I doubt it’s the Wi-Fi since it’s not n the same room and this only happens with Netflix. Still doesn’t make sense to me that a power source issue would cause a problem only with one app. 

[RokuTakashi]

Thanks for keeping us posted. @Joshkendle,

Since you've provided us with the requested information in the previous comment, we assure you that it has been sent over to the appropriate Roku team, who'll review this case and address it to resolve the issue. For the time being, we highly value your patience and understanding.

All the best,
Kash

[Joshkendle]

Just tried plugging into the wall. Both Netflix and YouTube app had same issue. Prime video played without issue. 

[Joshkendle]

Any update? It’s been 2 weeks, and the issue is still occurring. 

[RokuTakashi]

Thanks for inquiring an update, @Joshkendle

For the time being, the issue is being worked on by the appropriate Roku team. It might also be best to contact the channel provider's support and inquire further about this since most channels on the Roku platform are maintained and developed by the channel providers themselves.

In addition, you can check if the channel is up-to-date by manually checking for updates to get the latest version of the channel that might resolve the issue. To do this, highlight the channel, then press the star (*) button. After this, select "Check for Updates".

We hope the best for you.

All the best,

Kash