Solving playback issues

[Damienlong]

I have the same issue, it’s been occurring for about a year. Netflix freezes and then sends me back to the Home Screen.

[LAres11]

Uninstalled Netflix restarted Roku tv reinstalled Netflix and it didn’t fix it. My Samsung tv doesn’t have this issue.   What next?

[RokuTakashi]

Hi, @Damienlong 

Thanks for posting here in the Roku Community.

We understand the issue you have encountered with Netflix crashing on your Roku TV, and we appreciate your efforts in taking the time to perform troubleshooting steps in an attempt to resolve the issue. Our team would like to gather further details for investigation.

To assist us in the investigation, kindly provide the details below:

• Roku device model, serial number, device ID, and OS 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

We hope for your response in this matter along with the requested details.

Best wishes,
Kash

[Damienlong]

• TCL model 65R615
• Serial number YS0025881928
• Device ID FW2882881928
• Software version 13.1.4 build 1510-30

[RokuTakashi]

Hi, @Damienlong 

Thanks for providing the requested information.

We'll forward the details at hand to the appropriate Roku team for further investigation. An update will be provided in this thread once more information has been gathered from our team regarding the investigation.

Your patience and understanding are greatly appreciated as we work on this.

Best wishes,
Kash

[RokuEmmanuel-D]

Hi, @LAres11!

Greetings from the Roku Community!

We appreciate you letting us know that you're also experiencing a playback issue with Netflix. We'd be more than happy to investigate this for you. 

Could you please supply us with more information about the problem that you're currently having? 

• What exactly is the issue you're having with Netflix (e.g., the App Kicks Back to the Home Screen, Can play programs with pictures but no sound, the App will launch but a blank screen will only appear, or any other specific problem with the app)?

Also, provide the additional details below:

• Roku TV model, serial number, device ID, and OS version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
• Channel build version (Highlight the app from the Home Screen and press the Star * Button)

We are looking forward to your prompt response. 

All the best,
Emman