Solving playback issues

[Nepflea]

Hello,

I have followed these steps:

• Remove the channel: Highlight the channel tile on your home screen and press Star to open the Options menu. Select Remove channel and confirm.
• Restart your Roku device: Press home on your Roku remote, select settings, select system, and system restart.
• Re-install the channel: Scroll down to search, put the name of the channel or app, highlight the channel, and select add channel.

and still have the same issue. If I attempt to:

• fast forward and then press play;
• rewind and then press play; and
• resume a movie or episode from where I left it

Netflix either freezes and I have to restart or I get the tvq-pb-101 (5.3) error code from Netflix.

According to Netflix, "This error happens when an issue with data stored on your device stops Netflix from playing". 

I have a Roku Streambar, model 9102X. I have ensured that the software is up to date. I have also attempted to resolve the matter through Netflix who then explained there is nothing they can do as this is a Roku device issue. 

Please advise.

[RokuJohnB]

Hi @Nepflea,

Greetings from the Roku Community!

We understand you are having a problem with the Netflix channel, and we appreciate the effort that you have made in troubleshooting the issue. No worries; help is here. Can you please provide the following information below?

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• What channel and what version or build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)?
• Tracker ID when this issue occurs (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).

Once we have these details, we can escalate this issue to our appropriate Roku team for further investigation.

Thanks,
John