Solving playback issues

[Boyo]

Same problem for me. 
google escalated my issue over 2 weeks and eventually got back to me and said “sorry, we have no idea what the issue is.” Frustrating. 

[Jsher0]

Same here .. I have a one gig fiber connection so speed is not the issue … But no matter what channel the game was on, It’s rare that I can get through two or three key plays without it freezing up.  Now what happens a lot of time when I start key plays on a game, it takes me to the start of the game and just says play 1 of 40 in the upper right hand corner of the screen… if I click to the right to play key play 2 … same thing happens brings me to the beginning of the game and just shows play 2 of 40 in the top right corner.  Super frustrating … I had a month-long ticket going with YouTube support and they basically told me they don’t have a solution for me. 

[gonefromr0koo]

I had the same problem this nfl season with YouTube tv on Roku with key plays hanging. I tried it on the Amazon Fire TV Stick, and key play works there fine. I’m probably going to switch all my TVs from Roku to Fire TV. Roku has punted on this problem for too long 

[mossbeachlarry]

gonefromr0koo,

Thank you for your recommendation.  I just ordered an Amazon Fire TV Stick.  If it supports the few channels I have on my Roku and solves the Key Plays hang on YouTube TV, I'm done with Roku.

It is beyond me why Roku does not have a customer advocate with their channel providers, especially when there are problems with one as ubiquitous as YouTube TV.

[Tmex72]

I can confirm this is a problem specifically with Roku and mostly college games. Like some others on this chat when I use YouTube TV outside of Roku there are no issues. I've resorted to playing games on my phone and casting it to my TV which shows it's Ruko app that's the problem and not my Internet connection since it's the same connection. Wish they cared enough to fix this. Don't care who but it needs to get fixed. 

[mossbeachlarry]

Moderator,

I do not know why you marked your response as "Solved".  Your response solves nothing.  This problem persists and Roku is not helping.

I solved the problem by getting rid of my Roku stick and switching to an Amazon FireTV stick.  It looks a lot like a rebadged Roku.  Whatever.  YouTube TV Key Plays payback works fine on a FireTV stick, as it also does on my LG smart TV.  I suspect the bug is in the Roku stick API code, not in Google's YouTube TV Roku app.

I have always liked the Roku product.  This is the first time I have had such a problem that I complained to this forum.  I am very disappointed with Roku's lack of customer support.  I'll not be purchasing another Roku product.

I would say that my problem is solved by ditching my Roku stick for a FireTV stick.

[RokuEmmanuel-D]

Hi Community Users.

Thanks for reporting this issue here in the Roku Community!

We understand that you're encountering trouble streaming YouTube TV, because the Play key is not responding. we'd like to assist you. 

Could you please provide a short video of the incident? We would be able to understand it better if you could give us one. Also, have you received any recent updates? If so, kindly provide the following information so we can take a closer look at it.

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (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)
• Channel build version (Highlight the app from the Home Screen and press the Star * Button)

We're looking forward to hearing from you. 

All the best,
Emman

[mossbeachlarry]

Emmanuel-D,

Roku device model: 3810X - Roku Streaming Stick+

Serial number: YH00ED359066

Device ID: 21397E359066

Software Version: 14.0

YouTube TV channel build version: Version 2.22 • build 130000084

I tried to find some content that exhibits this problem today, but there were no Key Play playback problems.  I will use my Roku stick and send a Tracker ID when it happens again.

Larry Baker