Solving playback issues

[itsizzi]

I will bring this up again because apparently whatever was done to resolve this issue isn't working. Anything I watch on Amazon Prime, through my Roku player, begins to stutter a few minutes into any program. I've turned to the apps on my Samsung TV, to watch Amazon, where I have no problems at all.  Unresolved playback issues like this have me turning to that option more and more for most of the channels I used to access through Roku.

[RokuRiamie-D]

Hi @itsizzi,

Thanks for posting in the Roku Community!

We are glad to have you here sharing about the issue of your Prime Video content quality on your Roku streaming device. We would be more than willing to assist you with this.

We would like to take a closer look into this issue. Please provide us with the following:

• When did this issue start?
• Could you send us a photo of the TV screen showing the poor-quality video on the Prime Video content? How do I insert an image in a post?
• What troubleshooting steps have you taken so far?

We look forward to your response.

Cheers,
Riamie

[itsizzi]

Thanks for the reply, but I'm not sure what can be done. This has only started recently, within the past month. Besides Amazon Prime, it has happened watching YouTube channels as well. The playback simply begins starts to stutter, but oddly the audio continues just fine. I will reverse and rerun it where it runs fine for a minute or two and begins again. I've deleted Amazon from my Roku player and reloaded it, restarted my Roku, my modem, all the usual suspects, but it's still a problem. It doesn't happen all the time, so it's hard to send a sample. I assume it's a problem with my Roku since I can just open the app on my tv and it plays fine.

[RokuRiamie-D · Accepted solution]

Hi @itsizzi,

Thank you for your response!

We appreciate you for providing more details about your issue. In this case, the most common reason for having poor video quality on a streaming channel is the internet connection. We suggest you try the following.

Reset the network connection

1. Press Home  on your Roku remote
2. Scroll and select Settings
3. Select Advanced System settings
4. Select Network connection reset
5. Select Reset connection

After the network reset is done, your Roku device will restart, and you will need to return to the Settings menu and set up your wireless network again. 

You can also try connecting it to a mobile hotspot if the issue continues. How to connect your Roku streaming device to the internet | How to connect to a mobile hotspot

Thank you for your cooperation. Please keep us posted.

Cheers,
The Roku Community Team