Solving playback issues

[RokuRiamie-D]

Hi Community Users!

Thank you for letting us know that you are having an issue with the Newsmax channel that is buffering on your Roku device. We would like to take a closer look into this issue.

We would like to know the following:

• When did this issue start?
• Does it occur on the Xfinity Stream or the Newsmax channel on Roku?
• Does it happend during streaming or when you launch the Newsmax channel?
• Troubleshooting steps process that you have taken.

We look forward to your response.

Cheers,
The Roku Community Team

[lala3]

Hi,

This started for me last Thursday, Feb 20, 2025.  It occurs via Xfinity Stream and happens on all my Roku devices all using Xfinity Stream.

I reset my router, factory reset all my Roku devices and uninstalled/reinstalled the Xfinity app.

Thank you!

[RokuRiamie-D]

Hi @lala3,

Welcome to the Roku Community!

We appreciate you for providing additional information about your issue. We would like to coordinate this with our Roku team. Please provide us with the following:

• Roku device model, serial number, device ID, and OS version and build. (this can all be found in Settings > System > About)
• Tracker ID (press the Home button 5 times, followed by the Back button 5 times)
• Channel build version (highlight the channel and press the star (*) button of your Roku remote)

We look forward to your update.

Thanks,
The Roku Community Team

[lala3]

1st tv:

Model 4802x-Roku Ultra

X01000US15JU Serial #

SODA241S15JU Device ID

Software version 14.1

Tracker ID JU-081-748

I'm unable to see a build version following your instructions

2nd tv:

Model 3941X2-roku express 4k

X022008FR3L3 Serial #

SOHAK43FR3L3 Device ID

Software version 14.1

Tracker ID L3-081-758

Also unable to see a build version.  Maybe because it's through Xfinity Stream?

Thank you

[RokuRiamie-D]

Thank you for providing your device details @lala3.

Can you please describe the exact issue? Is the buffering of the Newsmax channel happening during streaming or when you open the channel? Does it show an error message or does the screen just freeze?

We will wait for your response.

Thanks,
The Roku Community Team

[lala3]

There's no error message when it happens.  I load the channel and it all looks good but about every 1-5 minutes, the screen freezes and I have to go back to Xfinity Stream and load the Newsmax channel again.   Then it freezes again.  Hope this explains it.

[RokuRiamie-D]

Thank you for the update @lala3.

We have forwarded your information to our Roku team for review and will update you once we have an update about this.

Your patience and cooperation would be appreciated as we work on this matter.

Thank you for your understanding.

Best,
The Roku Community Team

[karatemom2]

began happening late last week

starts okay for a few minutes then freezes.  If I leave it on, it sometimes starts again and then freezes again.  Sometimes almost immediately and sometimes after a few min.

Is happening on both my roku sticks, but I mainly watch the one I will give you data on.

Fox News on this stick works fine via Xfinity Stream.  No issues.  I don't watch anything else besides newsmax and Fox News with Xfinity Stream so don't know about other channels.

Newsmax2 app works just fine (not using xfinity stream but the newsmax2 app)

3810X-Roku Streaming Stick+

SN# YH007V725515

Software Version 14.1

Device ID 213037725515

Build 7709-50

no info on OS

Issue ID 15-081-806

Channel V8 Build 0

[RokuRiamie-D · Accepted solution]

Hi Community Users!

Greetings from the Roku Community!

Update: If you are still having issues with Newsmax channels or any other content on your Xfinity Stream app, please contact the Xfinity Stream channel provider for further assistance. They control and manage this app through the Roku streaming platform.

Thank you for your understanding. We hope to get this sorted out soon.

Best,
The Roku Community Team

[karatemom2]

does this mean you have determined that it's not a Roku problem but an xfinity streaming app problem??