Solving playback issues

[RassP]

Since the last update, the Chick-fil-A commercials are causing the app to freeze during television shows. It happens after every single Chick-fil-A commercial (and there are a lot of them being broadcast). Then once I push the back button and then hit play again ANOTHER chic fil A commercial plays. On the second round, the tv show will continue. Then 5 minutes later…here comes another Chic Fil. A commercial and another freeze. Please…can someone at Roku throw some attention to this issue? I really can’t endure watching the channel at this point. 
thanks

[RokuERey]

Hi @RassP,

Welcome to the Roku Community!

We're sorry for the inconvenience, and we'd like to help you out with this. Could you share with us the details below?

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

We look forward to it.

Thanks,

Rey

[RassP]

Model: 3930X - Roku Express

Serial Number: X00400GK2G0L

Device ID: S00831AK2G0L

software version: 12.5.0 . Build 4178-AE

GC version 10.2.518

timestamp: 2023-11-10T05:12:28Z

issue ID: 0L-451-032

tried to insert a picture, but it won’t allow it. It freezes on the last part of the commercial when the “it’s the little things” caption appears.

thank you

[RokuJanadeeK]

Thanks for the follow-up, @RassP.

No worries; we have collected this data and forwarded it to the appropriate Roku team for further review and investigation.

We'll appreciate your patience in the meantime.

Regards,
Janadee

[Lorne101]

I’m having this issue as well.  Only freezes on chick fil a ads.  Have to restart program each time.

[RokuERey]

Hi @Lorne101,

Thanks for joining us here in the Roku Community!

Our team is currently aware of this issue and is working on it. We'll be forwarding any updates here once information is available.

Thanks,

Rey

[L8ndad]

Same issue.... does it with Chic fil a and ROKU add

[RokuJanadeeK]

Thanks for informing us, @L8ndad.

As mentioned by the previous moderator, there is already an ongoing investigation regarding this issue. We'll update this thread once we have gathered sufficient information to share.

We're hoping for your patience and understanding.

Regards,
Janadee

[RassP]

Thank you. One thing to note. This doesn’t happen nearly as much on other Roku enabled tv’s in the house. One of them hasn’t had this issue at all. Could it be the Roku unit itself? 

thank you.

rass p

[RokuTakashi]

Thanks for keeping us posted @RassP

We appreciate you for providing additional information relating to this issue. This information will be forwarded to our team.

Once again, thanks for your efforts in bringing this to us.

All the best,
Kash