Solving playback issues

[NilDevNull]

So recently when playing the ROKU channel on the TV, the screen will go black after about 15-20 minutes show a loading icon with sound still playing. This ONLY happens on the ROKU channel.

I've tried removing the app the reinstalling it, and that doesn't solve the issue. I've also tried clearing the cache, resetting the network settings, resetting the TV itself, and following any other troubleshooting tips that others have posted and I can find online... short of doing a factory reset.

Details:
Model: Sharp LC-32LB481U
SW Version: 11.5.0 build 4312-13
ROKU Channel: Version 8..0 build 72
No issues with network (strong signal and speed test has been reliably constant for the service)

[RokuMary-F · Accepted solution]

Hi @NilDevNull,

Congrats on your first post in the Roku Community!

Thanks for letting us know about the behavior you're seeing with The Roku Channel and all of the troubleshooting you've done.

Please be advised that when removing a channel, it's important that you make sure to restart your Roku device before adding the channel back again to ensure a clean channel install. If you are still unable to resolve the issue.

If the issue persists, please refer to the support article here for additional troubleshooting steps: How to resolve a channel playback issue | Official Roku Support

Please let us know if there's any difference after.


Best regards,
Mary

[NilDevNull]

So, not restarting between removing the app and then re-installing it seemed to have been my issue. Looks like removing it, then restarting, then re-installing solved the problem.

Thank you!

[NilDevNull]

Well, spoke too soon. The channel was okay for about two episodes of Defiance, then the problem came back. Removed, the app, restarted, and then reinstalled... and the problem remains.

Not sure what to do other than give up the channel.

[NilDevNull]

Still failing after repeated uninstalls, resets, reinstalls of the ROKU Channel app... no other app has this issue with playback where, after 15-30 minutes, the app just goes into perpetual buffer mode with a black screen and sound playing. Tried playback of different programs in the app - didn't make a difference. Tried clearing the system cache after removing the app, then restarting, then reinstalling - didn't make a difference. Tried removing the app, then restarting, then clearing the cache, then restarting, then reinstalling - didn't make a difference. The App is **bleep**.

[RokuMary-F]

Hi @NilDevNull,

Thanks for following up.

We apologized if you are facing an issue streaming The Roku Channel and we sincerely appreciate all the troubleshooting steps you've done to try to resolve this issue.

One additional suggestion we would like for you to try is to perform a manual update on your Roku device. Then, restart your player. and see if you notice any difference.

Instructions to manually update your software:

1. Press Home on your Roku remote
2. Scroll and select Settings
3. Select System
4. Select System update

For more information about how to check for a manual update, visit our Support page here: How to update the software on your Roku TV or Roku streaming player | Official Roku Support

We would recommend trying to see if that resolves your issue. Please keep us posted.


Best regards,
Mary

[NilDevNull]

Already did that. System is up-to-date.

SW Version: 11.5.0
Build: 4312

Provided this information in the initial comment....

Doesn't solve anything.

[RokuMary-F]

Hi @NilDevNull,

Thanks for keeping in touch and providing the additional information.

In regards to The Roku Channel issue, our engineering team would like to take a closer look and they have requested that you can provide the IP address from whatismyip.com. Please feel free to send this information via PM as this may be considered private information.

We look forward to hearing from you and looking closely into this issue. Thank you!


Best regards,
Mary

[RokuMary-F]

Hi @NilDevNull,

Thanks for keeping in touch and following up.

If you are still experiencing an issue with The Roku Channel. 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
• can provide the IP address from whatismyip.com.

Please feel free to post the information in a reply or if you feel more comfortable, you can send the information in a PM.

Once we have this information, I'll be able to pass it along to our Support team who can investigate further.


Best regards,
Mary

[NilDevNull]

I already provided all that information in the original/first post to this and subsequent posts.... don't you bother to read what you are replying to?

It's really simple: I start the ROKU Channel, watch a program, and 10-15 minutes into it, the screen goes black but the sound still plays and the icon showing buffering/loading appears and never goes away.

No other channel has this issue.

Please refer back to prior posts for all that info you requested (except IP number which, I don't think will help as that's dynamically set by my router so is subject to change now and then.)