Playback Issues - Audio/Video & Power

Help with audio & video playback issues, TV display type recognition & compatibility, HDCP messages, troubleshooting playback errors, advertisements, and resolving power issues.
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
PTG
Level 8

Screen freezes on ad picture and then I hear the show's audio. Using Express.

When I try to watch a show (Not live) but a previous episode I chose from browsing, the show will play until the first ads.  Then the picture will freeze on the last ad and then I can hear the TV show that I was watching audios.  I am using Express.  I tried it on another TV and it did the same thing.  We have two streaming sticks and we don't have any issues with watching previous episodes.  So that tells me it's the Express, not my TV.

Has anyone else had this issue?  I tried deleting the channel and re-adding it, but that didn't work.

Of course due to "covid" there's no phone support and I can't even email them my issue and I haven't seen it anywhere else.  This is total BS.  If I had known that I never would've went with Roku.

6 REPLIES 6\
Agg
Level 7

Re: Screen freezes on ad picture and then I hear the show's audio. Using Express.

I am having the same issue on Hulu and can’t get an answer.

0 Kudos
PTG
Level 8

Re: Screen freezes on ad picture and then I hear the show's audio. Using Express.

I thought it was Hulu at first too, but I really think it is the Roku device.  The two TVs that have a streaming stick have no problems.  I took the Express off the TV I was having problems with and plugged it into a TV the wasn't having issues (one of the TVs that had a streaming stick).  The problem was replicated on this TV also.  When I took the Express off and put the streaming stick on, there was no problem.  That is why I think it's the Roku device and not Hulu.  Hope that makes sense.

 

makaiguy
Community Streaming Expert

Re: Screen freezes on ad picture and then I hear the show's audio. Using Express.

I think this happens when the commercials shown are at a different resolution and/or frame rate than the program they are inserted into.  Each time there is such a change, the combined Roku/TV system must reset itself for the new resolution/framerate combination. Returning from the commercials seems to be where this glitch occurs. 

Although lots of reports were coming in I had never seen it on the Streaming Stick Plus I use most often, but then one evening a week or so ago, I started seeing it on Hulu.  This only lasted one evening for me, though, and then stopped, which made me think someone at either Hulu or Roku was working on the problem -- since my Roku had not received a software update, I figured it must be Hulu.

At any rate, when I'd lose the picture, pressing the arrow button to back up the program a bit seemed to get me my picture back.

From reports here, it seems Hulu and Youtube seem to be the most susceptible channels to this occurring.  It might help to re-install the channel(s) giving you problems to be sure you have their latest versions via this procedure:

1. Highlight channel on home screen.

2. Press * key and choose Remove channel option.

3. IMPORTANT- DON'T SKIP:
From home screen, Settings > System > System restart. This assures no remnant of the old installation remains in the Roku's memory. It may or may not make a difference, depending on what's causing your problem, but it's worth doing.

4. Reinstall the channel.

5. If channel requires a login, you may need to log in anew.

Note that the channel will be added back in at the bottom of your home page channel grid.

Roku Community Streaming Expert

Help others find this answer and click "Accept as Solution."
Note: I am not a Roku employee, just a user like you.

Roku Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X | Roku Streaming Stick 3600
0 Kudos
PTG
Level 8

Re: Screen freezes on ad picture and then I hear the show's audio. Using Express.

Thank you for your response and explanation for a possible reason why it happens.  I did try what you said to do, but still no luck.  I did find that when the screen freezes on the last ad, I can hit the right arrow and the show continues even though I miss a few seconds of the show, but at least I can watch the show.  Not sure why I didn't think to try this before. It would've saved me a lot of aggravation.

Again, thank you.

0 Kudos
AjayS
Level 7

Re: Screen freezes on ad picture and then I hear the show's audio. Using Express.

I think there is a software defect.  I've seen this on youtube hulu and netflix and on two different roku3 devices at different homes.  They seem to have pushed a buggy update

0 Kudos
Hausitgoing
Level 7

Re: Screen freezes on ad picture and then I hear the show's audio. Using Express.

I have Philo and it is now also having these problems on my Roku.  From research, Roku and apps were working on a fix starting in 2019.  I’m wondering if Roku will be releasing a fix soon since appears that it is a wide spread issue.

0 Kudos