Solving playback issues

[RokuDanny-R]

Hi everyone,

Thanks for the posts.

We would be more than happy to look further into the issue you are experiencing but will need more information. Can you please provide the following: 

• Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
• does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be 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)
• steps to reproduce the issue you are seeing

Once we have more detailed information, we will be able to assist you further.

Thanks,
Danny

[jerro]

I have 3 Rokus, 2 are sticks. I have the same problem with Xfinity Stream. This problem is recent and random and occurs on all devices. The video freezes and the audio is fine. Reloading the channel fixes it for a few seconds and then the video freezes again. Pulling power from the Roku fixes it until it randomly occurs again. While the video is frozen on Xfinity, switching to other apps such as Pluto, Prime, etc., are fine. Switching back to Xfinity gives me the same video problem. This is definitely an Xfinity issue.