Solving playback issues

[narfstar]

During American Baking Championship the Wecovy ad plays until the end the freezes the programming. This has happened at least three times. Always the same place in the ad. To me this indicates a problem with the ad. 

[RokuJanadeeK]

Thanks for bringing this to our attention, @narfstar.
It seems that this issue may need an in-depth investigation. That being said, would you be so kind as to provide us with the following information?

• Roku device or TV model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• What channel and what version or build is it? (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 five times, followed by the Back button five times, and provide us with this ID).

Once a few more pieces of information have been gathered, we will be able to pass them along to the appropriate support team to investigate further. We look forward to hearing back from you.

Sincerely,
Janadee