Hi @putz4582,
Thank you for posting here in the Roku Community!
We'd like to take a closer look into this issue that you've been having with the Roku channel since the commercial freeze. May we know when the issue started? What troubleshooting steps have you taken so far? Could you send us a photo or video of your running problem?
With detailed information, we will be able to assist you further.
Thanks,
John
Issue started about 2 weeks ago on all 3 of my TV’s. Per another post on this community I tried a system restart multiple times but the problem persists. On the Roku channel when an ad finished playing it just freezes, no video and no sound, just a frame from the ad. i push the ‘back’ button, then ‘resume’ and another set of ads play before the show starts. This has all been documented by other users too.
Yep - Still happening on mine. Even after I sent the requested error information that ROKU requested in this thread. Nothing has changed.
We apologize for the inconvenience this may have caused.
Please be aware that this issue is still undergoing an in-depth investigation by our Roku engineering team. Rest assured, once we have information to share, we'll surely update this community thread.
If you haven't provided the following details, we hope you do so for our team to specifically review your device.
We appreciate your patience in dealing with this concern.
Thanks,
Janadee
Model 3930RW-Roku Express
Serial number X00400PN2RDX
Software Version 12.5.0 build 4178-AE
Uptime 2 days 23 hours
Roku support roku.com/support
Device ID S013337N2RDX
Network name j*****3
IP address *******
Wireless MAC address ********
Issue report tracker
Model 3930RW Roku Express
Serial number X00400PN2RDX (S013337N2RDX)
Software version 12.5.0 build 4178-AE
GC version 10.4.45
Timestamp 2023-12-25T22:16:40Z
Please use issue ID DX-516-856 to report the current issue
Sorry, I'm not revelaing the network name, IP, or wireless MAC address
I've already been hacked once through my Roku account, once bitten, twice shy!!
Hi, @putz4582
Thanks for keeping us posted.
We'll go ahead and forward this information to the appropriate Roku team for further investigation. We'll make sure to provide an update once we hear back from them.
If there's anything we can do to assist, please let us know.
All the best,
Kash
Issue ID DX-516-856.
Any update?? Issue still ongoing.
No updated to report - The system still freezes daily and nothing has changed.
C'mon Roku, what are you guys doing about this issue?? Anything??
I, and others, supplied all the information your requested weeks ago and still no
status update from Roku tech support.
I'm REALLY glad Roku isn't my medical or banking provider... I'd be dead and broke!!
There is no sense of urgency with Roku.
Hi @putz4582,
Thank you for keeping us posted about this issue!
Currently, our appropriate Roku team is still investigating this issue.
Your extended patience and understanding are much appreciated.
Kind regards,
John