Solving playback issues

Help with audio & video playback issues, TV display type recognition & compatibility, HDCP messages, troubleshooting playback errors, advertisements, and resolving power issues.
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mtstetz
Level 7

Re: What is happening? Why does screen freeze at end of commercials?

I’m having the same problem, mainly on the non-network channels, that is, not on NBC, ABC, CBS. Tried to watch “Weird “ and it happened at every ad break…very irritating!

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RokuMary-F
Roku Employee
Roku Employee

Re: What is happening? Why does screen freeze at end of commercials?

Hi @mtstetz,

Thanks for posting in the Roku Community!

We would be more than happy to look further into this issue but will need more details. Can you please provide us with the following information:

  • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
  • does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button)
  • tracker ID when this issue occurs (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)
  • steps to reproduce the issue you are seeing

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.


Best regards,
Mary

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