Solving playback issues

[Laurabird]

This only happens when watching HBOMax on my Insignia Roku TV.  Everything is updated.

[RokuKariza-D]

Hey @Laurabird

Thanks for reaching out here in the Community!

Can you walk us through what exactly happens when streaming content on HBO Max? Does the issue only occur within that channel or across other channels installed on your Roku TV? 

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

All the best,
Kariza

[Mikelovato]

We have been experiencing the same exact issue, only with HBO max. It’s as if the Roku player thinks video is paused in HBO max when it’s not. When we had our screen saver setting time on the 1 minute setting, it would come on every minute. Audio would keep playing but video would be the screen saver. Wouldn’t always do it when we start watching but once it starts it keeps going that way continually. It seems to usually be triggered by an error in playback where the audio will stay tracking good while video seems to lag. Then the video speeds up while audio stays at normal pace. Eventually they catch up with each other. But then the screensaver issue kicks in. Our workaround at the moment is to set the screen saver timer to 30 minutes.

[Eye144144]

Similar system drop happens to me in amazon prim, hulu, etc when watching movies. I did update and reset. #amazonprimetv , #hulu, #helproku, 

[RokuDanny-R]

@Eye144144

Thanks for the post.

Can you please clarify the issue you are experiencing?

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

Thanks,
Danny

[theredhedsed]

Is there a solve for this screensaver issue? I’m having the same problem while streaming HBO Max. 

[RokuKariza-D]

Hi @theredhedsed

Thanks for posting here in the Community.

We do not have enough details from your original message to make an effective suggestion. Could you walk us through what exactly happens when streaming content on HBO Max? Does the issue only occur within that channel or across other channels installed on your Roku device? 

Please let us know. We'd like to know more about how we can help.

All the best,
Kariza

[theredhedsed]

I’m not sure how much more information can be provided, especially when you take into account the descriptions from all the other comments in this thread? This user describes it well:

We have been experiencing the same exact issue, only with HBO max. It’s as if the Roku player thinks video is paused in HBO max when it’s not. When we had our screen saver setting time on the 1 minute setting, it would come on every minute. Audio would keep playing but video would be the screen saver. Wouldn’t always do it when we start watching but once it starts it keeps going that way continually. It seems to usually be triggered by an error in playback where the audio will stay tracking good while video seems to lag. Then the video speeds up while audio stays at normal pace. Eventually they catch up with each other. But then the screensaver issue kicks in. Our workaround at the moment is to set the screen saver timer to 30 minutes.

[RokuDanny-R]

@theredhedsed

Thanks for the post.

As previously asked, is this issue happening across other channels or does this only happen with HBO Max? What screensaver is being shown on screen? Is it a generic screensaver or is it a screensaver that you have chosen? Have you already tried reaching out to HBO max to see if they are able to provide any input?

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

Thanks,
Danny

[theredhedsed]

@RokuDanny-R  The generic roku screensaver only comes up using HBO max. On Hulu, the video will freeze on a frame and the sound will continue. I haven’t contacted Hulu or hbo.