Solving playback issues

[waredion]

Netflix just starts the timer and never gets past 24. How do I fix this.

I called Netflix and they say it is a Roku issue related to data collection being full.

[RokuCarly]

Welcome to the Roku Community, @waredion!

Thanks for reaching out. We'd like to offer some steps you could try to troubleshoot the Netflix app on your Roku. 

Before we proceed further, is this the only app you are having this issue with? If so, kindly follow the steps precisely below to help you troubleshoot:

1. Remove the channel: navigate to your Home screen, move to the right, highlight the app, press Star*, then select Remove channel
2. Perform a system reboot: navigate to your Home, select Settings > System > Power (skip if unavailable) > System restart
3. Re-install the channel: navigate to your Home, scroll and select Store, look for the app, then press Add channel

Here's the support article for reference: How to resolve a channel playback issue

Let us know how it goes and we'll go from there. 

Best regards,
Carly

[RokuJechealR]

Hi @waredion,

We want to address the recent reports of the Netflix channel, which typically gets stuck at 24%, and we sincerely apologize for any inconvenience this issue has caused.

Please be advised that our appropriate Roku team is still investigating this issue's root causes and determining a proper resolution.

In this case, kindly provide us with the following information so we can include your device in the process of investigation:

• Roku device model, serial number, device ID, and current software 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 (You can find this by selecting the channel on the Home screen and pressing the * button.)

Once we have this information, we can pass it along to the appropriate Roku team for further investigation. We look forward to your response.

All the best,
Chel