Solving playback issues

[moskowaj]

A few weeks ago my Roku stick starting giving me freezes or pauses that did not always self correct when using the Xfinity stream app.  I had to re-select the channel to get it to work.  Did the software update, but it was already up to date.  I then put 2 tvs on at the same time, both using Roku sticks and both froze at the same time.  Did the same with 2 other tvs and found the same issue. So far this issue only happens on CNN and rarely on another channel..  Xfinity (Comcast) said I needed a new modem and that has not helped.  I am going to do a factory reset on one of these sticks.  I don't  believe the issue is with the roku but I don't know what else to try.  Never had an issue in the 4 years I have been using the sticks.

Any ideas?

[RokuEmmanuel-D]

Thanks for sharing this, @moskowaj!

We see you're having some issues with the Xfinity App on your Roku Stick, and we'd like to be able to help.

If you haven't done this yet, you can also try this simple fix below and see if it does the trick.

1. Remove the channel: Highlight the channel tile on your home screen and press Star to open the Options menu. Select Remove channel and confirm.
2. Restart your Roku device: Go to Settings > System > Power > System restart > Restart Now.
3. Re-install the channel: After your Roku device restarts, visit the Roku Streaming Store and add the channel again.

This link here has also some extra tips! Let us know if you need more help!

Best,
The Roku Community Team

[moskowaj]

Thanks for the quick reply.  I had done those items and did not see any improvement.  I also, just tonight did a factor reset  - and again see the same issue.  Perhaps of interest, is that I see no problems when I play CNN from my tablet and it continued uninterrupted at the same time the CNN channel with Roku stick froze, using the Xfinity streaming app.  Router is brand new from Xfinity.  I suspect an issue with the channel or the Xfinity app. 

[RokuEmmanuel-D]

Thanks for keeping us in the loop, @moskowaj!

We'd also like to clarify whether this is only happening to the CNN channel inside the app or whether all channels are affected. Also, when exactly did you start noticing the issue?

Let's continue this conversation!

Best,
The Roku Community Team

[moskowaj]

Yes, only CNN in  xfinity stream app.  I watch MSNBC also but have not seen this issue,  except possibly once. Started about middle of February 2025.  We had seen issues with sound getting louder, lower, or static like maybe 6 months ago, but not as frequent as the freezes. The sound issue was on other channels also. Watching cnn on my tablet tonight had no interruptions even when roku did.

[pwaxman]

I am having the same issue.  It only happens on CNN and it happens across my 5 different Roku devices including Roku Ultra and Roku Stick.  I have deleted the apps on all devices and restarted the device and reinstalled the Xfinity App. It is still happening.  This started about 2-3 weeks ago.  Never had this issue for the past 4 plus years I have been using Roku.

Something must  changed with the newest Roku update.

Regards,

 Peter W.

[RokuRiamie-D]

Hi @moskowaj and @pwaxman,

We appreciate you for providing more details about the issue.

We recommend contacting Xfinity Stream app support directly for assistance, as they manage and develop their app on the Roku Streaming Platform.

Thank you for your understanding. We hope to get this sorted out soon.

Cheers,
The Roku Community Team