Solving playback issues

[BeachGuy1]

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[OwnerofDevices]

@MpiattPlease, explain to me why youtube works for me using my setup? I have 3 westinghouse TVs and one sharp. I can watch 4k youtube content buffer free simultaneously on all of my devices.

[RokuJanadeeK]

Hi Community users,

We apologize for the inconvenience this has caused. We'll do our best to assist.

May we know if you have already tried the following?

• Reboot your router or modem.
• Remove the channel.
• Restart the Roku device through Settings > System > Power (skip if option unavailable) > System Restart.
• Adding the app back.
• Have you tried connecting the device to an alternative network (e.g., a mobile hotspot) just to check if there will be a difference?

Please keep us posted so we can work on this issue together.

Regards,
Janadee

[BeachGuy1]

Yes this has been mentioned several times and I have tried several times but does not fix the problem.

[RokuJanadeeK]

Thanks for the response, @BeachGuy1.

Our engineering team is currently aware of the concern. Rest assured, they are working on fixing this issue. Since you have already provided the details needed for the investigations, we'll surely ask for an update regarding this one.

We are sincerely hoping for your patience and understanding in the meantime.

Regards,
Janadee

[RickyRichard]

In my case, the issue only occurs when using my Google login account on Youtube. I did a power down reset all of my networking equipment, uninstalled the youtube app, reset the roku 4k+ express, and reinstalled the youtube app. This did not fix the problem. When using a guest login or an account belonging to one of my family members, the video buffer health as displayed in the stats for nerds averages about 25 seconds with a variance of about 5 seconds, and the videos never pauses. With my own account, it averages about 5 seconds with a variance of 5 seconds, and will pause about once a minute when the buffer reaches zero. I ran the same test with two TCL 4 Series Roku TVs, and the results were the same. On a desktop computer, I have plenty of buffer.

[RokuJohnB]

Hi @RickyRichard,

A warm welcome here in the Roku Community!
We'd like to take a closer look into this issue that you're experiencing with the YouTube channel. How far is your Roku device or TV from your router? Is this happening on all contents and channels, or is it isolated? (Specify)

We look forward to hearing from you soon.

Thanks,

John

[RickyRichard]

The Express 4K+ and one of the TCL TVs are hard wired to a Verizon Fios 1 Gb router. The other TCL TV is connected via Wifi about 20 feet from the router with a signal strength of about -55 dbm and a connection speed of 193 Mbps. In other words, I have excellent connectivity, and there are no issues with any channels other than Youtube. Again, the Youtube channel works fine with a guest login or my wife's login (25 second buffer size). But, with my login, the buffer size is only about 5 seconds, and constantly times out.

I contacted Youtube Premium support and they said it may have something to do with too many device logins. They put in a "request" to clear all of my device logins. However, I am not convinced that this is the issue. This happened once before, and when I reached the limit, it would not allow me to login to a new device. The buffer time seems to be a totally separate issue. Unfortunately, I was not able to convince the support "specialist." 

[Shooty]

I’m having pretty much the same issues as @RickyRichard and only happens when signed into my YouTube Premium account.  My tv is only about fifteen feet from my router/modem (which were replaced as soon as this problem started three days ago). I connected an Ethernet cable from my tv to the router to eliminate doubts of my routers signal strength. My service is fiber optics with 350 mbps download.  When signed into my account after five minutes of streaming the stick overheats. Then about ten minutes in it starts to buffer.  After a couple rounds of that it shuts down YouTube and goes back to the Roku home page.  When I watch as a guest (with commercials) I have zero issues. None!  To be clear with Roku I’m being forced to stream videos with commercials as I pay The YouTube premium fee.  How long do you think I’ll be understanding until I buy a competitors streaming stick? So please do not thank me for being understanding because I am not.  I’m reporting this mostly as a service for those that are.  If you fix this issue I will be thankful. For the record I have removed the YouTube app, did a Roku forced restart and reinstalled the YT app and it did not solve anything.  

[RickyRichard]

I was advised by Youtube Premium Support that my request for the device limit reset has been denied, and was told to log out of all extra Google account sessions. I have done this, and currently have three logins (Desktop PC, Phone, and one Roku TV). Unfortunately, I still have the buffering issue on the Youtube Roku channel, and it does not seem to be related to the device limit. With my Google account, the buffer size is only five seconds and videos often will pause. With a guest account or another account, the buffer size is 25 seconds, and the videos never pause.