Solving playback issues

[rmartin83]

I bought a Polaroid 50" TV. The main apps like netflix and prime work but any others I download freeze in 33% when loading and don't work.  I have down the usual factory reset, reset network, remove and reinstall apps etc etc. 

I'll be taking it back to the shop this week for a refund if there isn't a solution. I'll not be buying another Roku TV or Polaroid TV. 

[RokuEmmanuel-D]

Welcome, and thanks for posting here in the Roku Community, @rmartin83!

We understand that you're experiencing playback issues on your Polaroid Roku TV, and we'd like to investigate this issue further. 

Please let us know more about...

• When did you first notice this issue?
• What specific apps are affected by the playback issues?
• Have you tried connecting your TV to an alternative internet connection such as a mobile hotspot? 
• A photo or a short video of the incident. 

In the meantime, we highly recommend visiting this support article on how to fix issues playing videos on your Roku device.

Please keep us posted. 

All the best,
Emman

[rmartin83]

Hi there,

This has happened since I first purchased the tv (2 weeks ago).  It is all apps that I've tried except for the built in ones like netflix and amazon prime.  I have factory reset, checked connection, tried a different connection, unplugged and plugged back in, removed apps, restarted and reinstalled etc etc.

I'll try uploading a video later..  🙂

[RokuEmmanuel-D]

Thanks for keeping us posted, @rmartin83!

We really appreciate your effort to respond and supply all the additional information needed to foster the investigation process. 

To give us more visibility, we would like to request the device details on the specific Roku affected by this issue. Here is the information that we require.

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (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)

We are looking forward to your prompt response. 

All the best,
Emman