Solving playback issues

[jeffsiegel99]

I have been trying to resume a movie on Roku Channel for a week. The resume function freezes with a 2/3 bar. It only does this on some movies, but not on TV shows, and it doesn't seem to be the ad blocking problem, since the ads show up on other shows.

I'm on a Sharp Roku TV, 9.4.0, build 4200-13. Here's what I have tried:

-- Starting movie over and fast forwarding to the spot. It won't play past that spot.

-- Rebooting using the power setting and unplugging the TV. No joy.

-- Deleting and adding the Roku Channel. Again, no joy.

Any suggestions?

[RokuMary-F]

Hi @jeffsiegel99,

Thanks for the post.

Does this happen on all movies/shows in The Roku channel or just specific titles?

Can you please provide more information about the issue you are experiencing:
-Roku device model
-serial number
-device ID
-software OS/version
(these can all be found in Settings > System > About)
-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)

-steps to reproduce the issue you are seeing-steps to reproduce the issue you are seeing

With more information, we will be able to assist you further.

Thanks,

Mary

[jeffsiegel99]

Thank you for your help.

Does this happen on all movies/shows in The Roku channel or just specific titles?

Just some movies, no TV shows. Also on MovieLand app

-Roku device model: 5371X, Sharp LC-43LB481U
-serial number: 2N00CF127284
-device ID: 7D474
-software OS/version: 9.4.0, build 4200-13
-what channel and what version/build is the channel: Roku, 4...2, build 13. Movieland, 1.2, build 14

-tracker ID when this issue occurs: Roku, 84-066-040. Movieland: 84-066-041

-steps to reproduce the issue you are seeing-steps to reproduce the issue you are seeing

Try to resume movie, it locks up. Try to start movie over, and it locks up at the resume point.

[RokuMary-F]

Hi @jeffsiegel99,

Thanks for the information,

We would like to ask for additional information, could you please provide the specific movie title and the tracker ID when this issue occurs in the specific movies.

Please keep us posted.

Thanks,

Mary

[jeffsiegel99]

Not quite sure what you mean. What do I need to do when the freeze happens?

[RokuDanny-R]

@jeffsiegel99

Thanks for the follow up.

Please provide us with the specific titles of the content that you are experiencing this issue with.

With more information we will be able to assist you further.

Thanks,
Danny

[TinaG]

We are having the same issue! We started watching Lost In Space tv series yesterday and stopped halfway through a show. When we go to put it back on, it doesn’t even show ‘resume watching’ unless we go to the Search and look the show up that way. However, even then we cannot resume the show!!! 

[RokuMary-F]

Hi @TinaG,

Thanks for the post.

We're aware of the issue and the Roku channel team has been investigating this issue closely. We'll get back to you once we have an update and I'll be sure to let the Community know.
Thanks,

Mary

[aditeles2001]

for me it locks up on all my Roku devices, it’s not a certain model it’s how the streaming is done on this channel. I’ve just started watching Army Wives on Roku Channel, (it’s a little different than watching on Hulu; the ad breaks are done at weird intervals, like, right after the next scene starts, then it shows Ad 1 of 4, starts going through the ads... at random times it will freeze and nothing I do helps, so I just leave it alone. Sometimes it takes a few minutes for it to resume on its own. It’s not my internet, because I can watch Prime or Netflix and this doesn’t happen, it’s only on this channel. It’s not the remotes either it’s the Roku Channel streaming, that’s what you guys have to check out, fix the streaming on the channel.