Solving playback issues

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NateNagy
Newbie

Having The "Freezing" Issue With All Apps

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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

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RokuEmmanuel-D
Community Moderator
Community Moderator

Re: Having The "Freezing" Issue With All Apps

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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

Emmanuel-D.
Roku Community Moderator

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RokuEmmanuel-D
Community Moderator
Community Moderator

Re: Having The "Freezing" Issue With All Apps

Jump to 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

Emmanuel-D.
Roku Community Moderator
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