Solving playback issues

[RokuTakashi]

Hi, @Lemonhead 

Welcome to the Roku Community. 

We understand that you've encountered an issue with the Netflix app, and we're here to help. Kindly follow the instructions below to troubleshoot the issue.

1. Navigate to the channel tile on the Roku home screen, press the star (*) key on your remote, and choose "Remove channel".
2. Next, restart your device from Settings > System > Power > System Restart (If you do not see a Power submenu, skip to the next step).
3. Once your player/TV starts up again, go to "Streaming Store" on the Home screen, and add the channel back once more.
4. You may also refer to this link: How to resolve a channel playback issue | Official Roku Support

If the issue persists after performing the steps above, we'd like to collect for more details regarding the issue. Please provide the following information below:

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (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)
• Channel build version

Your response will be helpful so that this issue will be addressed.

Best wishes,
Kash

[K9Unbridled]

Pressing the home and then back button 5 times does nothing on my Roku stick. 

Netflix crashes and needs to be fixed.

[K9Unbridled]

Didn't work

[renojim]

@K9Unbridled, just to be clear, the Back button is next to the Home button.  It's not the left arrow, the rewind button, or the instant replay button.

[RokuTakashi]

Hi, @K9Unbridled 

Welcome to the Roku Community.

We understand that you are having the same issue as reported by other users in this thread. Can you please provide the requested information I have posted above this thread? It will be a helpful contribution to our investigation about this issue.

We hope for your response in this matter.

Best wishes,
Kash

[Damienlong]

I have the same issue, it’s been occurring for about a year. Netflix freezes and then sends me back to the Home Screen.

[LAres11]

Uninstalled Netflix restarted Roku tv reinstalled Netflix and it didn’t fix it. My Samsung tv doesn’t have this issue.   What next?

[RokuTakashi]

Hi, @Damienlong @LAres11 

Thanks for posting here in the Roku Community.

We understand the issue you have encountered with Netflix crashing on your Roku TV, and we appreciate your efforts in taking the time to perform troubleshooting steps in an attempt to resolve the issue. Our team would like to gather further details for investigation.

To assist us in the investigation, kindly provide the details below:

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (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)
• Channel build version

We hope for your response in this matter along with the requested details.

Best wishes,
Kash

[Damienlong]

• TCL model 65R615
• Serial number YS0025881928
• Device ID FW2882881928
• Software version 13.1.4 build 1510-30

[RokuTakashi]

Hi, @Damienlong 

Thanks for providing the requested information.

We'll forward the details at hand to the appropriate Roku team for further investigation. An update will be provided in this thread once more information has been gathered from our team regarding the investigation.

Your patience and understanding are greatly appreciated as we work on this.

Best wishes,
Kash