Solving playback issues

[Tired]

The issue persists.

[RokuJechealR]

Hi @Tired,

Greetings from the Roku Community!

We're sorry to hear about the experience that you're still have the problem with the Netflix channel. We would recommend trying to check for a system update by navigating to Settings > System > System update. Then once your device has been updated, try checking the channel if you are still having an issue.

For more information about how to check for a manual update on your Roku device, visit our Support page here: How to update the software on your Roku TV or Roku streaming player | Official Roku Support

If the issue is still unresolved, please keep us posted and we'll be able to assist you further from there.

All the best,

Chel

[Tired]

The issue persists.

[jontalk]

@TiredAny chance you can tell us which Roku model, type of connection, firmware/build number? Have you checked WiFi channel congestion using a phone app like WiFi Analyzer or something similar if you use an iPhone? The more information, the better 🙂

[Tired]

[RokuEuniceL]

Hi @Tired,

Thanks for providing this information here in the Roku Community!

We understand you are having issues with streaming Netflix on your Roku device. We would be delighted to help you further.

For us to better understand the issue you are experiencing, please provide us with additional information:

• What troubleshooting steps have you taken so far?
• Have you tried contacting Netflix customer support?

We look forward to hearing from you and looking closely into this issue. Thank you!

Kind regards,

Eunice

[Tired]

System restart; unplug unit, plug back in; check for updates; uninstall/reinstall app; factory reset unit. Steps taken individually and in combinations.

Unit now crashes and restarts after first attempt at watching Netflix. App works as intended after crashing.

I have not contacted Netflix support. Problem only occurs on Roku.

[RokuJanadeeK]

Hi @Gman1954,

Thank you for keeping us in the loop. We understand that you're having issues with the Netflix app on your device, and we appreciate the steps you have taken in an attempt to fix the issue.

Rest assured, we are aware of the problem and are doing a thorough investigation into it as a team. Having said that, would you kindly supply us with further data?

• Roku device or TV model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• Tracker ID when this issue occurs (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).
• Clip of the said issue.

We will be able to forward them to the relevant support team so they can look into them further after a few additional details have been collected. We look forward to hearing from you soon.

Sincerely,
Janadee

[Carl_G]

Netflix starts acting oddly whenever I select a title and view the title's synopsis screen, and then interrupt the autoplay (e.g., to check "Episodes & More").  Netflix has an option to stop some autoplays, but not the autoplay that occurs when on the synopsis screen.  I have the other autoplays turned off.  If I interrupt the autoplay, the odd behavior starts.  Sometimes the halted video starts when I return to the main level to view other titles.  Sometimes videos slow to crawl or become jerky.  Sometimes the audio doesn't work correctly.  Sometimes the Roku crashes and reboots.  All of this behavior is indicative of a reentrancy issue, improper thread termination, buffer overrun, or memory leak problem in the software.  The software thread started by the autorun is not being terminated properly when another thread is started.  For example, the video is autostarted and the user selects "Episodes & More" to view the episodes.  A new thread shows the episode list, but the previous thread showing the video is not terminated properly.  Solution:  Allow users to choose to stop _all_ autoplays.  Also, have the software developers look for memory leaks due to thread handling.

[RokuJohnB]

Hi @Carl_G,

Greetings from the Roku Community, and thanks for keeping us posted!

We'd love to further investigate this issue that you had with the Netflix channel, but we'll gather more details. Can you please provide the following information below?

• Is this happening on all contents and channels, or is it isolated? (Specify)
• May we know how far your Roku device is from your network router?
• What troubleshooting steps have you taken so far?

We look forward to hearing from you soon.

Thanks,
John