Solving playback issues

[dandyandy555]

Youtube freezes and buffers with the spinning wheel after any advertisement (doesn't matter if skipped or lets played through).  Sometimes this can be remedied by clicking back and going to video under library/recently viewed.  But this has been happening for several months and no updates have fixed it.  YouTube runs perfectly fine on my other TVs in the house.  All are currently up to date and on wireless fast internet.

Hisense TV 55R8+

Software 13.1.4 build 1510-94

YouTube Version 2.23 - build 115025174

I have done network reset, unplugged TV, uninstalled/reinstalled app.  

Is there any support on how to fix this? 

Thanks

[RokuTakashi]

Hi, @dandyandy555 

Thanks for posting, and welcome to the Roku Community.

We have noticed that you are experiencing problems with the YouTube app, particularly with buffering and freezing occurring after ad breaks. Our team is here to help you resolve this issue, and we recommend performing a system restart as a potential solution.

1. Navigate to the channel tile on the Roku home screen, press the star (*) key on your remote, and choose "Remove channel".
2. Next, restart your device from Settings > System > Power > System Restart (If you do not see a Power submenu, skip to the next step).
3. Once your player/TV starts up again, go to "Streaming Store" on the Home screen, and add the channel back once more.
4. You may also refer to this link: How to resolve a channel playback issue | Official Roku Support

If the issue persists, please send us the following details so our team can investigate further.

• Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
• What channel and what version/build is the channel that is having the issue? (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).

We hope for your response in this matter so our team can investigate further.

Best wishes,
Kash

[dandyandy555]

Hi Kash thanks for the response.  

Yes as I posted, I did do all the resetting and re-installation - no improvement. 

Hisense model 55R8+

Serial X00100EE5G7P

Device ID S02470CE5G7P

Software version 13.1.4 build 1510-94

YouTube channel - version 2.23 build 115025174

Thank you!

[RokuTakashi]

Thanks for providing the information, @dandyandy555 

We'll forward the details to the appropriate Roku team for further investigation and review of this issue. An update will be posted in this thread once we more development is concluded from the investigation.

We hope for your patience and understanding as we work on this.

Best wishes,
Kash

[dandyandy555]

Any updates?