Solving playback issues

[siamhie]

When I'm watching a show the first commercial plays fine but every commercial afterwards freeze.
I can still hear the audio playing but the screen has frozen.

I then have to press the play button to pause it, then press the play button to start it. Sometimes I have to do this twice to get the commercial to play.

Audio is out of sync with the video when the commercial resumes.
This seems to happen on any show I'm watching.

No issue watching television content on any other channels.

Device 1:
Model: 4800X - Roku Ultra
Serial Number: X01000SVPETJ
Software Version: 12.5.0 build 4178-C2
Device ID: S02A2208VPETJ

Device 2:
Model: 4800X - Roku Ultra
Serial Number: X010003HE65X
Software Version: 12.5.0 build 4178-C2
Device ID: S02A213HE65X

[Marenick]

Same thing is happening to me.  But I don't hear the sound in the background.  It just freezes on the commercial and I have to hit the back button and start the show again.

Model 3930X - Roku Express
Serial number: X00400G27R38
Software Version: 12.5.0 build 4178-AE
Device ID: S00831627R38

[RokuArjiemar]

Hello! @siamhie, @Marenick 

Thanks for your post,

Please provide us with the 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)

Thanks,

Arjiemar

[Marenick]

Hi Arjiemar,

Here you go!  Thanks. 

Issue Report Tracker
Model: 3930X - Roku Express
Serial Number: X00400G27R38 (S00831627R38)
Software Version: 10.3.24
Timestamp: 2023-12-09T04:25:39Z
Please use issue ID 38-492-745 to report the current issue.

Mike

[RokuArjiemar]

@Marenick ,

Thanks for the post,

We have passed along your information to the appropriate Roku team to investigate further. Once more information is available, we will be sure to update this Community thread. We appreciate your patience and understanding in the meantime.

Thanks,

Arjiemar

[siamhie]

"Please provide us with the tracker ID when this issue occurs"


No offense @RokuArjiemar but what good is that going to do?


This always seems to happen when the second/third/etc. commercial plays within the content time fame.

It also happens when there are multiple commercials within the advertisement break time frame.

[RokuArjiemar]

@siamhie,

Thanks for the post,

We need the issue ID to pass it along to the appropriate Roku team to investigate further.

Thanks,

Arjiemar 

[siamhie]

@RokuArjiemar  Here is my tracker information.

Model: 4800X - Roku Ultra
Serial number: X010003HE65X (S02A213HE65X)
Software version: 12.5.0 build 4178-C2
GC version: 10.4.37
Timestamp: 2023-12-11T06:32:35Z
issue ID 5X-495-752

[RokuCarly]

Thank you for providing us with the requested details, @siamhie.

Rest assured that this has already been forwarded to the appropriate Roku team for further review. 

If there's anything else we can be of assistance with, please don't hesitate to let us know.

Best regards,
Carly

[putz4582]

Is anyone at Roku even working on this problem??  Really??  This is an ongoing problem that isn’t going to just auto-magically go away by itself! Get this fixed!!  
So sorry I invested in Roku devices, should have gone with Amazon Firestick.