Solving playback issues

[trustinSTARS]

Dear Roku Mods - 

We have ALL read ALL your steps to solve this issue. Its been going on for some people for days, some for weeks, and others for months. 

THIS IS YOUR ISSUE, NOT OURS. 

Please stop reposting the same troubleshooting steps and FIX THIS F*CKING ISSUE! 

I love ROKU, I have four steaming sticks and one ROKU TV and I feel like you guys should be reimbursing me for AT LEAST the last 30 days of Netflix subscription because I can only watch it ON MY PHONE. 

[Jdou87]

It doesn’t work. I’ve deleted the app, reinstalled the app, updated the app. Factory reset the whole tv. Everything I could think of from my end. It’s ROKUs problem. 

[RokuJechealR]

Hi @Jdou87,

Thanks for the response!

We're sorry for any inconvenience that it may have caused you. We appreciate the troubleshooting steps you have taken to try to resolve the issue. We want nothing more than to have you uninterrupted streaming. We'll be collecting some details related to your Roku device and the app itself. Please provide the following information:

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• 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).
• Netflix channel version (highlight the channel tile, then press the * sign button on your device).

Once we have this information, we'll be able to forward this report to the appropriate Roku team for further investigation.

All the best,
Chel

[stuckey513]

I have the same TV and the same problems. Glad to see they're still clueless a year later..

[RokuElmer-H]

Hi @stuckey513!

Thanks for your first post in the Roku Community!

We know that you're having the same issue with your Netflix, and we appreciate your report and are happy to help.

You can also try some troubleshooting provided on our support page here if you haven't tried any of it yet: How to resolve a channel playback issue - Roku Support.

If this has been applied, please share with us the details below.

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• 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).
• Netflix channel version (highlight the channel tile, then press the * sign button on your device).

Upon receiving this information, we will pass it along to the appropriate Roku team for further investigation.

We are eagerly anticipating your update!

Thanks,
Elmer

[jrvolpe311]

When will a solution be available?

[RokuJechealR]

Hi @jrvolpe311,

Thanks for your first post to the Roku Community!

Please note that we currently do not have any details to give. We want to ensure we can resolve this as soon as possible, but we need more details. Can you provide us with this information so we can send additional information for the investigation to our engineering team:

• 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.

Please keep us posted with the details.

All the best,
Chel

[stuckey513]

@RokuElmer-H 

G138X - Roku TV X01200LX23GC (S0JUH29X23GC)

v12.5.0 build 5213-CG

GC 11.4.28

ID GC-176-466

Netflix version 6.1 build 120088025

[RokuElmer-H]

Hi, @stuckey513 

Thank you for getting back to us.

We highly appreciate you for providing us with the requested details precisely! Rest assured; we will forward your information to the appropriate Roku team for review. In the meantime, we thank you for your patience and understanding as we work on this.

Feel free to let us know if there's anything else you'd want us to address or create a new thread for different concerns. We'd be more than willing to listen and take action.

Thanks,
Elmer

[JoyJ517]

5/22/2024 still doesn’t work. LG Roku tv. Followed troubleshooting also.