Solving playback issues

[RokuTakashi]

Hi, @Bobba

Greetings, and welcome to the Roku Community.

We appreciate you for sharing this information with us, and we're sorry to hear about this. We'll need to ask further details regarding this so it can be forwarded to the designated team who'll look further into this. Could you please provide the details we've requested above this thread?

We look forward to hearing back from you.

All the best,
Kash

[RodAtHome]

We are experiencing the same issue that @ikamlapurkar is experiencing. We have two Roku TVs. Since December 2023 Netflix has crashed more often than successfully playing. I hate paying for a streaming service that gives me less than 50% service. We have uninstalled the Netflix app, then reinstalled it, with no positive effect. Turning off the Roku TV, then unplugging it for minute, then turning it back on seems to temporarily help, but within a few days the Netflix app is back to crashing. Whenever this happens, Netflix just instantly quits, and we're brought immediately to the home screen. There are no error messages at all; it just immediately disappears and we're back to the home screen. This happens to both Roku TVs.

This behavior does not happen with any other streaming service, like Amazon Prime, Paramount+, BritBox, etc. All of those work fine. 

Something is either wrong with Netflix or the Roku TV, but since it affects both Roku TVs I tend to think the issue is with the Netflix app.

[RokuJechealR]

Hi @Aschatz,

Welcome to the Roku Community!

We appreciate you taking some troubleshooting steps to try to resolve the issue. We'd like to gather more details regarding the issue you've encountered. Kindly provide 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 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 have this information, we will be able to pass it along to the appropriate Roku team to investigate further.

All the best,

Chel

[Ejoy1]

Having the exact same issue 

[RodAtHome]

Should I send this information to you in an email? If so, what's your email address?

[Streamissues]

We're having the same issues as the others have been reporting. No other apps have this issue (Prime, Max, Fubo). Netflix is slow to open. When it does, then a show will run for 10-30 seconds, then freezes and crashes. When it crashes, we are sent back to the home screen. It takes 2-3 attempts to get Netflix running. Once it is running, nothing can be changed. No pausing, going back, reverse, anything. If you do, it will freeze and crash again. I have done all of the "fixes": check for updates, remove and reinstall, remove power, etc. These "fixes" provides a temporary fix, but then the performance issues return. This is only occurring on the Roku TVs. It does not occur on the RoKu streaming boxes. Please fix this issue!

[RokuJechealR]

Hi @Ejoy1,

Welcome to the Roku Community!

Thanks for providing your device information. Please note that we have passed it along to the appropriate Roku team to investigate further. Once more information is available, we will be sure to update this Community thread.

Your patience and understanding in the meantime are much appreciated.

All the best,

Chel

[RokuJechealR]

Hi @RodAtHome,

Greetings from the Roku Community!

You can respond or post your device information here in the thread. If you are uncomfortable showing it, you can send us a private message.

To message us, please select the name of a user. Once redirected to the profile, select the option, "Send this user a private message."

We'll be waiting for your response.

All the best,

Chel

[RokuJechealR]

Hi @Streamissues,

A warm welcome to the Roku Community!

We'd like to gather more details regarding the issue you've encountered. Kindly provide 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 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 have this information, we will be able to pass it along to the appropriate Roku team to investigate further.

All the best,

Chel

[Ejoy1]

Is there any update on resolution? 
thanks 

Eric