Solving playback issues

[Michelle3]

1.I’m not posting all my device info so it’s out for everyone to see especially hackers. This is why Roku needs a customer service chat.

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The device model number and serial number are important, and  you need to look up the definition of a hacker before you actually spread dumb fibs.

~ Jordan

[dizzy06]

I have same problem.  When watch Murder she wrote on the ROKU Channel.  when freezes, only way to restart is pause the show, exit the roku channel (go back to home), then restart roku channel and resume the show.  happens intermittently.    

Bart in Arizona

[ChrissyMarie]

Actually if they use my device serial number and such then yes they can. Each roku player has a unique serial number different from everyone else’s . It’s like giving out the serial number on your router or on your PlayStation or Xbox you don’t do it but thanks…

[Michelle3]

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@ChrissyMarie wrote:

Actually if they use my device serial number and such then yes they can. It’s like giving out the serial number on your router or on your PlayStation or Xbox you don’t do it but thanks…

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Why does it matter; you still need to give out the model and serial numbers of your device, otherwise don’t expect someone helping you whenever you get an issue that you blame the platform developer for!  ~ Jordan

[Rush1]

My wife having the exact same issue. It also will start buffering randomly and hang at 30%. This only occurs on the Roku channel app. Uninstalled the app, restarted the device and installed the app clean with the same issue. No other app does this and internet strength is more than needed. Using Roku 4k ultra stick. This started a month or so back. 

[ChrissyMarie]

@Michelle3 @Thanks for your “advice/opinion”. But that’s not the answer as multiple devices are having the same issue so Roku will need to create a fix for all of the different devices. 

[ChrissyMarie]

@Rush1  Hopefully they will come out with a fix since it seems multiple devices are having issues.

[Rush1]

Let's hope so, fortunately Freevee offers the programs she is watching so looks like we'll ditch the Roku channel until it's fixed. 

[RokuDanny-R]

Hi everyone,

Thanks for the posts.

As previously requested by @RokuKariza-D, can you please provide us with the following information so we can investigate the issue further:

-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 and provide us with this ID)
-steps to reproduce the issue you are seeing

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

Thanks,
Danny

[ChrissyMarie]

@RokuDanny-R 

We’ve all stated in our comments it’s only happening on the Roku app and no other app and it seems it’s happening on all Roku device(and someone mentioned fire stick) models so an update or bug fix needs to be for everyone that has a Roku app. 

I’ve just deleted the app and will use other apps  prior to that I did the five x home and reported it. Again it’s not just one model it’s everyone that has the roku app.