Solving playback issues

[RokuJechealR]

Hi @mcHelen,

Greetings from the Roku Community!

We appreciate you providing the Tracker IDs for the issue. Would you mind also providing the remaining device information, as @RokuCarly mentioned above?

• Roku device model, serial number, device ID, and OS version. (This can all be found in Settings > System > About.)
• Could you send us a photo or video of your running issue?
• Does the issue occur on live channels or on in-demand channels?

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

All the best,

Chel

[monophoto]

There are at least three active threads complaining about this problem.  The Roku response is 'try (fill in the blank)".

I'm sorry - we are the customers here.  We are complaining about a problem with a Roku product.  Why are we being asked to spend our time trialing possible fixes?  It's pretty clear that Roku has no clue what is causing this problem, and therefore can't identify a solution. 

I know that sounds harsh, but this is not the only technology problem I'm struggling with right now, and its really frustrating when every manufacturer responds with the same 'try _______' suggestion. 

[mcHelen]

Model 3930X Roku Express; Serial #X00400LRMYHC; Device S008207RMYHC; O/S 12.5.0, Build 4178-AE

HC-033-148‚ -171

HC-037-306, -335, -345‚ -363‚ -402

HC-042-114‚ -142

HC-043-568‚ -571

HC-044-978

HC-046-080‚ -093

[RokuJechealR]

Hi @mcHelen,

Thanks for providing your device information that we need to investigate further on this issue!

Please note that we have passed this along to our Roku appropriate team. In the meantime, we appreciate your patience and understanding regarding this matter.

If there's anything else we can further assist you with aside from this, let us know.

All the best,

Chel

[Voyager1]

Same thing has been happening since the new year 2024. Watching TV shows from the "What to Watch" section and screen is freezing on ads, including ROKU's Co. ads. Newer ROKU TV in other room has none of these problems. Affected TV is a LG Plasma(non smart) with ROKU Express+. IP is spectrum. 

Note: I have switched out the ROKU Express+ with spare that I have and problem still exists.

This appears to be a ROKU issue, and not a Spectrum or LG TV issue. Please fix as we enjoy the ROKU device and the What to Watch section. 

[RokuJechealR]

Hi @Voyager1,

Greetings from the Roku Community!

Thanks for performing some steps to try to resolve the issue. Please note that we are currently aware of this, and our engineering team has been investigating this issue closely.

In the meantime, would you mind providing us with the following information below so we can report it to the team and further review your device as well?

• Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
• 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).

Please keep us posted with the details.

All the best,

Chel

[RokuMary-F]

Hi Community users,

Thank you for bringing this to our attention.

We're aware of the issue and we're sorry that you are having a playback issue when accessing the content in The Roku channel that is affecting the Roku Express (3930, 3931 series) . The Roku 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.

We prioritize resolving this as soon as possible and ask that you bear with us as we manage this issue.


Best regards,
Roku Community Team.