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.

[RokuJechealR]

Hi @Nepflea,

A warm welcome to the Roku Community!

We apologize for any inconvenience this may have caused to the Netflix channel. We also appreciate the troubleshooting steps that have been performed to try to resolve the issue. We want to clarify: does the issue occur with specific content or all the content on the Netflix channel?

We suggest performing a system restart on your Roku device by navigating to Settings > System > Power > System restart (if you do not see a Power submenu, skip to the next step).

If the issue persists, kindly help us with the required details so we can send additional information for the investigation to our engineering team. Please 

provide us with the following information:

• Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About.)
• What channel and version/build is the channel that is having the issue? (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 5 times, followed by the Back button 5 times, and provide us with this ID.)
• A photo or video clip referring to the issue.

We look forward to hearing your response and receiving your device details.

All the best,
Chel

[Nepflea]

Hi Chel,

Please see my responses to your comments in blue:

We suggest performing a system restart on your Roku device by navigating to Settings > System > Power > System restart (if you do not see a Power submenu, skip to the next step).

This did not solve the problem.

Provide us with the following information:

• Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About.)
  • Model: 9102R - Roku Streambar
  • SN: YL001V487217
  • Device ID: 2A1091487217
  • Software OS/version: 13.0.0 • build 24028-95
• What channel and version/build is the channel that is having the issue? (This can be found by selecting the channel on the Home screen and pressing the * button.)
  • Netflix Version 5.2 • build 130088002
• Tracker ID when this issue occurs. (When you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID.)
• A photo or video clip referring to the issue.
  • I cannot provide information for these last 2 points as I have resolved the issue on my own.

Solution:

I ended up doing a factory reset and removed a bunch of channels that were preinstalled that I do not use. Only then did the issue with Netflix stop.

I'm not sure if it was the factory reset that removed a bug or if there were just too many channels hogging up space needed for Netflix to work properly. Also, I should note that the details I provided above were collected AFTER the factory reset (not sure if that makes a difference).

If the issue returns, I will try to capture it in a video and provide the Tracker ID. 

Thanks anyways,

Nepflea

[RokuJechealR]

Hi @Nepflea,

Thank you for letting us know about this!

We express our gratitude for your patience and effort in resolving this matter, and we're happy to hear that the matter has been resolved.

Please let us know if there are other related issues we can investigate further.

All the best,
Chel