Solving playback issues

[NateNagy]

I've started having the freezing issue with all the apps on Roku. Issue started Wednesday September 18th. Video plays for 8-10 seconds, then freezes, while the audio still plays. The same apps work correctly when run directly on the TV, noticed the problem when I was using Xfinity Stream, then replicated the problem on other apps.

Any fixes for this? I've tried resetting it, and uninstalling and reinstalling the apps with no success.

Roku Ultra 4800X

Software Version 13.1.4 build 1510-C2

TV - Hisense HiSmartTV A4

[RokuEmmanuel-D · Accepted solution]

Welcome, and thanks for posting here in the Roku Community, @NateNagy!

We appreciate you for letting us know about the playback issues with your Roku Ultra. Rest assured that we're here to help you sort this out so you can return to watching what you love. 

Generally, it's uncommon for all the apps on your Roku to simultaneously stop working. This issue could be related to fluctuations in your internet connection. To address this, you can try the following troubleshooting steps to see if they resolve the problem you're experiencing:

• Check your internet connection. Check how many devices are connected to your home router and try disconnecting some of them to see if that makes any difference. 
• Reboot your router. To reboot your router, simply unplug it from the power outlet for several seconds and then plug it back in. Some also require you to press a restart button on your router. If unsure, refer to your Internet Service Provider for rebooting your router. 
• Try connecting to an alternative network. An alternative network, such as a mobile hotspot or other internet connection, can help improve your Wi-Fi connectivity. 
• Try it on a different TV. To isolate the problem, try disconnecting your device from the current TV and connecting it to your other TV and see if that is also experiencing the same issue. 

For more playback issue troubleshooting steps, check out this support FAQ on How to resolve a channel playback issue.

Let us know if this works for you. 

All the best,
Emman

[modera]

Did your issue ever get fixed? I'm running into this problem as well. 

[Jfile]

Having the same issue with a new one I just bought for Black Friday. There are some apps that seem to work, but others aren’t. For instance, Prime and the Roku app were working, but Max and Peacock both crashed when I tried to watch a movie. Very disappointed. 

I read the reply above blaming it on the internet service, and I just shake my head at the deflection. No attempt to actually fix the problem. This is a product issue. 

[RoyElam]

If this is happening with ‘YouTube TV’ do this:

On the home screen of the YouTube TV app go to the profile icon that’s in the upper right-hand corner> go to settings > 5.1 audio > turn surround sound off. 
I don’t have that issue with all apps but I have dumbed down things by going with the default theme pack, turning off animations and removing apps I don’t use. 
I also unplug it overnight to ensure memory is cleared.

I have not tried this next thing but it might work, it was posted by a OP:  

1) Configure passthrough:  Change Settings/Audio/Digital output format = Passthrough (do NOT leave it on Auto as this will transcode all non-DTS audio to the highest detected Dolby level of the connected device, and can/does cause audio stuttering/dropouts/latency/incorrect channel mappings/etc).

2) Disable Sound Modes:  During playback press Options (*)/Sound Settings/Customize sound modes/Volume Leveling & Dialog Enhancement = Off  (Do not enable these as they can/do cause audio stuttering/static/dropouts/latency/etc).

Let me know if you have joy with this.