Solving playback issues

[RokuERey]

Hi @Puppyspal,

Welcome to the Roku Community!

Thanks for sharing your report about this playback issue. We'd like to know if this is happening to all content and on what channel.

In addition, how long have you been experiencing this?

Please keep us posted!

Thanks,
Rey

[Help14]

I have been having this problem for a few wks only on ITVX plays for maybe 5 mins then switches of 

[RokuERey]

Hi @Help14,

Welcome to the Roku Community!

We sincerely appreciate you taking the time to let us know about the ITVX channel problem.

There are currently no updates available on this, as we have already forwarded it to the relevant Roku team.

For more assistance in the interim, we also advise reporting this to the channel support team. Please let us know how it turns out.

Thanks,
Rey

[Puppyspal]

Hi Rey

I've only been noticing this on ITVX for the last couple of weeks.

[Mavison]

After several emails with ITVX support, they said: Our engineers couldn't replicate your issue, but have asked that you update your device's software version to 12.5.4178 which may indeed resolve your issue.

However, I have just checked and the latest software available is 12.5 build 4174, which is already in use.

Anyone seen a later build?

[Cn7w]

This problem does not seem to be unique to Roku devices, also reported on Sony, Samsung TVs and Sky. Only on ITV X, other channels have not had this problem on my Roku device.

Have believe it is an ITV X bug, go back to the beginning of a program an6 start again seems to fix it but maybe have to do it several times to view a complete program.

[Enrique8]

Hi,

Are other Members still having issues with this problem ?

No sign of any up dated software patch to sort this.

my current version: 12.5.5 build 4174-E6 was last updated 13/03/2024

Checked today says  "Up to date"

[Puppyspal]

Yes. Still having the problem. It's only on ITVX.

[Cansus]

My Roku is going to black screen after the 3rd advert on an hour long  programme. I have to reload ITVX and press resume where it then works. Never had this problem with my  Apple box 

[RokuTakashi]

Greetings, Community users.

We acknowledge the issue you reported with ITVX displaying a black screen after an advertisement break, and we'd like to gather further details regarding this matter so our team can take a closer look at the issue and work on it. Kindly 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/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,

Once we gather these details, we'll forward them to the appropriate Roku team who will investigate this issue.

Your response would be much appreciated.

Best wishes,
Kash