Solving playback issues

[Carl_G]

I see the behavior start happening when I use Netflix, which is the only streaming service I use that "autoplays" videos.  The odd behavior happens with any Netflix content (TV and Movies).  To reproduce the problem, select a video from the main Netflix screen.  Then, let the synopsis screen begin to fade out while the video begins to "autostart".  Change the selection to the "Episodes & More".  Then use the "Back" button to get to the synopsis screen.  Usually, the video will try to continue ("autoplaying"). Immediately use the "Back" button again to get to the "Main" screen or selecting another synopsis screen item other than running the video.  Then repeat this with a different video.  After doing this a few times, the videos will start to act up (skipping, freezing, running an earlier selected video, etc.).  The above steps seem to consistently produce a problem, but not always the same one.  If I exit Netflix and immediately start another app (e.g., Prime), sometimes the new app exhibits problems (as if the video buffer memory was not being released).  If I reboot the Roku (e.g., unplug and plug it in) and restart Netflix, the issues disappear until I repeat the interruptions of the autostarts.   My Roku device is about 10 meters from the router.  If I let the autoplaying video run until the synopsis screen is completely gone for about 30 seconds, then stop the video and use the "Back" button to get back to the synopsis screen, it does not seem to cause as many issues.  It's the interruption that seems to be causing the issues.  If I were debugging the Netflix app, I would begin by checking for memory leaks and thread problems.

[RokuJohnB · Accepted solution]

Hi @Carl_G,

Thank you for the additional information!

We will be more than happy to assist you further with this issue that you are having with the Netflix channel. Please try the troubleshooting steps below.

• Remove the channel: Highlight the channel tile on your home screen and press Star to open the Options menu. Select Remove channel and confirm.
• Restart your Roku device: Press home on your Roku remote, select settings, select system, and system restart.
• Re-install the channel: Scroll down to search, put the name of the channel or app, highlight the channel, and select add channel.

Let us know how it works, and we will continue to assist you further.

Best regards,
John

[Carl_G]

I uninstalled the Netflix channel, reset and restarted the Roku device, and reinstalled the Netflix channel (including having to reenter the Netflix and WiFi info).  I then tested Netflix by selecting a "LEGO" video series and while it started to autorun, selected "Episodes & More", then immediately exited "Episodes and More" using the back button, to return to the synopsis screen, where the video "autorun" immediately restarted.  I repeated selecting "Episodes & More" a few more times, exiting with the "back" button each time.  Finally, I exited to the Main screen using the back button (never letting the autostarted video get to point where the synopsis menu goes away).  The user interface started to act up (slow execution, jerky behavior, etc.).  I then selected the menu item to exit Netflix, and for about one second, the LEGO video played before exiting (including sound).  This sure does have the characteristics of one or more video threads not being terminated when I exited the synopsis screen.  If the threads were properly terminated, then the second of video upon leaving Netflix would never occur. 

Note: I purposely interrupted the autorun several times to check the apps ability to handle thread termination and memory reclamation.  From what I have read in user complaints, almost all of their issues could be explained by a thread or video processor programming mistake.  The issues would seem intermittent, and appear to be "fixed" by restarting the Roku, only to reappear later.  This is because people are unaware that the issue is caused by interrupting the autostart.  The easiest solution is to remove autostart completely from the synopsis screen, since trying to keep the user interface threads and video threads from having conflicts needs careful programming.

[4040anand]

Hi, I’m also facing same problem. It quits Netflix and comes out and slows Roku general operations too. I doubt it’s Netflix issue as I experience slowness in Roku too. Also sometimes it restarts the TV.

[RokuJohnB]

Hi @4040anand,

Thank you for posting here in the Roku Community!

We would like to gather more details in regard to this issue that you had with the Netflix channel. Can you please provide the following information below?

• When did the issue start?
• What troubleshooting steps have you taken so far?

We'll wait for your response.

Thanks,
John

[Ekianela]

Have had this issue on my TCL Roku TV. Only on Netflix. Netflix freezes, restarts the tv and all kinds of other glitches. Doesn't happen on all of my other smart TVs. I regret buying this Roku TV. Tech support has not helped and all they say is remove, reinstall and the problem still persists. 

[RokuJharra-Q · Accepted solution]

Greetings from the Roku Community, @Ekianela!

We have noticed that your Netflix channel is performing slowly. Please follow the steps below to resolve this issue.

Troubleshooting steps for solving the playback issue:

1. Uninstall the channel by highlighting it, pressing the * button, and selecting "remove."
2. Clear cache and data: From the Roku home screen, navigate to Settings > System > Advanced system settings > Network connection reset. Choose "Reset connection" and then-
3. Restart your Roku device by unplugging your TV and then plugging it back in. This step can help clear any temporary cache or data-causing issues.
4. Check your internet connection: Ensure that your Roku device is connected to a stable internet connection. You can test your internet connection by going to Settings > Network > Check connection on your Roku device. If your connection is weak or unstable, try restarting your router or contacting your internet service provider for assistance.
5. Reinstall the channel by pressing the home button on your Roku remote, scrolling and selecting "Store", and then adding the channel from there.

In addition, we would like to know if this is the only channel affected by this. If so, are there any error messages prompted on your screen? If you've performed all the possible troubleshooting steps provided on this thread, we highly suggest reaching out to the channel provider themselves (Netflix Support) for further assistance and clarification, as they are the ones who provided and maintained their channel on the Roku streaming platform. Their channel may need an update from them. 

In the meantime, you can highlight Netflix's channel tile and press the star (*) button on your remote to update it and for more troubleshooting steps, please visit our support page on How to resolve a channel playback issue.

We hope you get everything sorted out soon and appreciate you bearing with us in the meantime.

Best regards,
Jharra

[Ekianela]

I've tried this sooooo many times. If its the only solution you have you guys need to do better. Netflix runs fine on my other non-Roku smart TVs. The only problem is with your Roku TV. 

[Carl_G]

Roku suggests the solution, "remove the channel and reinstall it".  How is that a "solution" when the same problem occurs after applying the solution?  It's analogous to saying that the solution to an engine overheating problem in your car is to drain the radiator fluid and replace it with fresh fluid.  If the engine still overheats, a solution was not found.  In my posts I gave explicit instructions on how to reproduce the Netflix problem.  I mentioned that I had removed the channel, reset the Roku, and reinstalled the channel.  I was able to get the Roku to fail in exactly the same manner as before I reinstalled the channel.  I am beginning to believe that the problem exists within the Roku core memory allocation routines.  Since correcting this would likely be difficult, I suggest that Roku simply remove all "autoplay" features from the Netflix app and see if the problems go away.  If Roku is obligated by contract to include "autoplay", then let the Roku users know this.  We could then send our complaints to Netflix. 

[renojim]

@Carl_G, Roku didn't create the Netflix app, Netflix did.  Your suggestions should be directed at them.  There's also a new "Auto-play video" setting under the Accessibility settings you might want to try turning off.  I don't have Netflix, so I can't try it out.