Solving playback issues

[cmazzola]

Hi Janadee,

I used my IPHONE as a hotspot (Verizon) and connected the Ultra LT using that with the same result on the Vizio TV.

I did the "Auto-adjust display refresh rate" setting and set  that to OFF, as was suggested makaiguy.  That seemed to fix my scrolling through the videos on Netflix or Amazon Prime.  However, will watching a video on Amazon Prime it did blank out.  At this point I tried press the Home button five times, followed by the Back button five times but it brought me to the home page.  I tried again watching the video but this time I waited to see if the video restarted (did not press anything) but I was brought to the home page.  At this point I pressed the Home button five times, followed by the Back button five times and I am attaching the result along with the other information you requested.

So it is better with the "Auto-adjust display refresh rate" setting and set  that to OFF, but still get those video blackouts - does not as frequent - plus when I did was kicked out of the Amazon Prime video app.

Best regards

Chuck

Roku Ultra LT ResultTraker Output

[RokuJanadeeK]

We appreciate your response, @cmazzola.

Rest assured that we have passed along the following details to the appropriate team for further review and investigation. We sincerely appreciate your patience and understanding as our team looks closely into this concern.

Should you have questions or other concerns, please let us know.

Regards,
Janadee

[cmazzola]

Hi Janadee

How do I find out  what the 'team' has found with their review and investigation.  Should I contact them directly? 

The reason I ask is that I may still be able to return the unit to Amazon if it turns out there is defect in the unit.

Thanks again for your help

Regards

Chuck

[RokuCarly]

Thanks for getting back to us, @cmazzola.

In this instance, we will be notified of updates from the team but as of the moment, there is no available information yet. No worries! Once we hear from them, we will make sure to let the community know and update this thread. 

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

Best regards,
Carly