Solving playback issues

[ptmdsharp]

We have the Roku Ultra streamer. As the subject says, with Netflix, it's suddenly running an autopreview with every move of a tile. It doesn't happen with other Roku apps-- Max, Prime, etc.

Updating the Roku didn't make a difference.

Changing remotes didn't make a difference.

I've tried going into Netflix acounts to stop autopreview on all devices. That didn't make a difference.

Any thoughts? This is weird.

[RokuJohnB]

Hi @ptmdsharp,

Welcome to the Roku Community!

We understand you're having a problem with the Netflix channel. We're happy to help you. Please follow these 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.

If the problem still persists, please send us a photo or video of your running issue and we will be happy to take a closer look at it.

We look forward to hearing from you soon and we will continue to assist you further.

All the best,

John

[jgp1236]

We are experiencing the same issue. Removing the Netflix app and re-installing it as instructed did not solve. A few months ago Amazon Prime app was having same issue and setting it to not automatically show previews with movement from tile to tile solved problem. Though not ideal since we now have to manually view previews. Netflix app does not appear to have same setting. Also, have a Google Chromecast which does not suffer from these issues when watching Netflix or Amazon Prime. Seems to be something with Roku.

[RokuEuniceL]

Hi @jgp1236,

Thanks for posting here in the Roku Community!
We're glad to assist you with your problem on Netflix. If the issue persists on one channel after attempting the troubleshooting steps and videos from other channels play fine, we highly suggest that you contact the Netflix customer support team to report the issue and get help. The channel developers themselves maintain channels on Roku. In this case, an issue within that specific channel may need to be addressed with an update from them.

Kind regards,

Eunice