Solving playback issues

[Leeg1971]

Yes, started a couple of weeks ago. I have three Roku players two are Sticks model 3811X and an Ultra model 4800X. The Sticks seem to work fine but the Ultra lags badly with Philo. The other channels do not, Sling, Roku, Weather Nation or any of the rest of the chanels do not have any issues. I have fiber optic internet Connection that shows on the Roku Network Settings that I have a 194 Mbps connection so thats not an issue. But when using Philo's guide if I press an up or down or forward or reverse it seems to stop then it jumps forward. If I have saved something and try to fast forward through an advertisement and press forward a couple of times it doesn't do anything then it jumps two or three clicks forward. Very slow very annoying. Often as of late it also seems to pixelat when trying to read the Guide, so much that I have to restart the entire system. Don't know why it started and I really don't know why it only affects Philo. I swapped a Roku Stick with the Ultra to see if the TV was an issue, it worked fine. So it appears it is the Ultra with the problem. But only with Philo? (20230924)

PS. I have tried all the troubleshooting steps.

[montepix]

Yes - exactly the same here with a Roku Stick 3800. Only seems to have started doing this since the Roku did a software update a week or so ago.

[RokuERey]

Hi @montepix @Leeg1971,

Welcome, and thanks for your first post here in the Roku Community.

We appreciate you reposting us here about this behavior on the Philo channel, and we'd like to take a closer look into this.

Could you tell us if performing the troubleshooting provided by our support page here: How to resolve a channel playback issue, help fix the problem?

If the issue persists, could you supply us with the details below?

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About) 
• 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
• Errors that you are experiencing on screen.
• If possible, can you provide a video or screenshot of the issue you're experiencing?

We look forward to hearing back from you. Thanks!

Regards,

Rey

[KimW6]

Philo freezing up or lagging on ROKU I'd getting worse all the time.  The guide lags or locks up, and video is constantly freezing while it buffers. Doesn't happen with any other apps or channels, just the Philo app.  Usual fixes don't work. 

[RokuCarly]

Hi, @KimW6 @Leeg1971

Thanks for raising your playback issue with the Philo app here at the Roku Community! No worries; we'd be more than willing to find you the best resolution possible.

Mentioning you tried to remove the app and then reinstall it, have you performed a system reboot in between? (remove the app - perform a system reboot - and reinstall the app) We need to make sure that this troubleshooting procedure has been done precisely to work. 

If the issue still persists after trying to perform the precise troubleshooting procedure, kindly provide us the following details below so that we may be able to forward this to the appropriate roku team effectively:

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (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)

We'll be anticipating your response!

Kind regards,
Carly

[KimW6]

Performed those troubleshooting steps a couple of times...doesn't fix it.

[RokuJohnB]

Hi @KimW6,

Thank you for keeping us updated!

You're doing a great job in troubleshooting the issue. We will be more than happy to assist you further and provide additional assistance with this problem. Please try to update the channel by highlighting the channel tile, pressing the star button on your Roku remote, and selecting check for updates. If the problem still persists, please provide the following information that @RokuCarly provided above so we can escalate to our appropriate Roku team.

We'll for your response.

Thanks,

John

[KimW6]

Philo support is aware of the issue. 

----

Thanks for reaching out to Philo! I hope you're having a wonderful day.

We appreciate you reporting this to us. This is a recently discovered known issue for Roku users. Other customers are also experiencing some navigational delays and long load times on their Philo app using a Roku device. Our Tier 2 department is aware of it and is already working on a fix. I will go ahead and escalate your case to them. They might reach out to you through email within the next 24-48 hours. We are hoping for your cooperation and understanding.
Thanks,
Raven
Philo Support