Solving playback issues

[ih800a]

For the past two weeks, when I watch live channels through the DirecTV Stream app, my Roku Ultra will crash after about 10 minutes.  The screen freezes for about 30 seconds and then the Roku reboots to the bouncing logo.  When I start the app again, I typically see distorted/artifacts at the top of the screen for the first 30 seconds, then the process happens again.

After researching online, I have performed the following steps

• Update DirecTV Stream app (version 3.28 build 3140104)
• Update Roku system (version 11.0.0 build 4161)

• Remove DirecTV stream app (reboot, then reinstall the app)
• Replace the HDMI cable

I've also determined that this only happens with live content.  If I watch pre-recorded/DVR/My Library content, the system does not reboot.

[Streamer317]

Roku does not develop the DirecTV Stream channel. DirecTV does. You can inquire with them. 

[ih800a]

I agree - I'm simply posting it here for others who may be experiencing the issue and looking for solutions.

[Streamer317]

It’s also had a sound glitch for the past 8 months or so. That’s why I switched back to YouTube TV

[dbreit]

I'm seeing the same problem. Started right after the March 30 Roku software update. Exact same symptoms.

[RokuDanny-R]

@ih800a @dbreit 

Thanks for the posts.

Can you please provide us the following information:
-Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
-does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found be 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)
-steps to reproduce the issue you are seeing

Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.

Thanks,
Danny