Solving playback issues

[mikejr]

I recently purchased two ROKU TVs.  

1. A 50 inch Model: 50R4A4

2. A 40 inch Model: 40R3B4 (Bought 2 of these)

Both purchased from Target.

While using the DirectTV Stream App the home screen shows up and you can still see the channel that you are watching.  When you scroll thru the guide you can still hear the sound.

This works fin on the 50 inch tv.

However on both of the 40 inch TV's It does not work.

If I connect a ROKU LT to the TV's and use the DirectTV app thru that it works fine.

I checked the version of the DirectTV Stream app and all TV's have the same version. 

I ma thinking that this is an issue with this Model TV since it works fine on the Roku LT and the 50inc Roku TV.

I tried uninstalling and reinstalling, I did s system restart.  I even did a factory reset and setup the TV again.

Nothing worked. Thoughts?

[RokuTakashi]

Hi, @mikejr 

Welcome to the Roku Community.

Thanks for reaching out and letting us know about the issue you have encountered with your Roku TVs. we're here to refer you to the right support regarding this matter. We would advise reaching out to DIRECTV and letting them know about the issue you've experienced. They may offer a potential workaround or indicate whether an update to their application on the Roku platform is required. It is important to note that the majority of channels available on Roku are developed and maintained by the respective channel providers.

For more information, you can reach out to them at DIRECTV Support.

We hope this works, and let us know if you have further concerns or inquries.

Best wishes,
Kash

[mikejr]

So of course that is what I expected Roku to say. 

I already reached out to DIRECTV and they are saying it is an issue with the Roku OS on this particular model. Obviously we are now in a He Said She Said.

[mikejr]

I spoke to Direct TV Again and they said that after some more research that the TV I am using is not compatible with the Direct TV App.

You can go here to see the compatible devises per Direct TV: 

https://www.directv.com/support/article/000066174

Based on the conversation that I had with Support (Also did a video share so they see the behavior) they are saying that the internal components of the Roku TV can not handle the bandwidth that the app is looking for to both show the video, and navigate the home screen and/or the guide.  So it stops the video playing and lets the user navigate the Home Screen and Guide.

So the Roku TV internal components can not multi task, that is why the user experience is reduced.

The Direct TV Team noted that they will escalate to the tech team but it is a hard ware issue as the TV is not supported.