Solving playback issues

[RokuJohnB]

Hi @putz4582,

Thank you for posting here in the Roku Community!

We'd like to take a closer look into this issue that you've been having with the Roku channel since the commercial freeze. May we know when the issue started? What troubleshooting steps have you taken so far? Could you send us a photo or video of your running problem?

With detailed information, we will be able to assist you further.

Thanks,

John

[putz4582]

Issue started about 2 weeks ago on all 3 of my TV’s. Per another post on this community I tried a system restart multiple times but the problem persists. On the Roku channel when an ad finished playing it just freezes, no video and no sound, just a frame from the ad. i push the ‘back’ button, then ‘resume’ and another set of ads play before the show starts.  This has all been documented by other users too. 

[Marenick]

Yep - Still happening on mine.  Even after I sent the requested error information that ROKU requested in this thread.  Nothing has changed.

[RokuJanadeeK]

Hi, @putz4582 and @Marenick,

We apologize for the inconvenience this may have caused.

Please be aware that this issue is still undergoing an in-depth investigation by our Roku engineering team. Rest assured, once we have information to share, we'll surely update this community thread.

If you haven't provided the following details, we hope you do so for our team to specifically review your device.

• Roku device or TV model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About).
• Tracker ID when this issue occurs (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).
• Steps you have taken in an attempt to fix the issue.

We appreciate your patience in dealing with this concern.

Thanks,
Janadee

[putz4582]

Model 3930RW-Roku Express

Serial number X00400PN2RDX

Software Version 12.5.0 build 4178-AE

Uptime 2 days 23 hours

Roku support roku.com/support

Device ID S013337N2RDX

Network name j*****3

IP address *******

Wireless MAC address ********

Issue report tracker

Model 3930RW Roku Express

Serial number X00400PN2RDX (S013337N2RDX)

Software version 12.5.0 build 4178-AE

GC version 10.4.45

Timestamp 2023-12-25T22:16:40Z

Please use issue ID DX-516-856 to report the current issue

Sorry, I'm not revelaing the network name, IP, or wireless MAC address

I've already been hacked once through my Roku account, once bitten, twice shy!!

[RokuTakashi]

Hi, @putz4582

Thanks for keeping us posted.

We'll go ahead and forward this information to the appropriate Roku team for further investigation. We'll make sure to provide an update once we hear back from them.

If there's anything we can do to assist, please let us know.

All the best,
Kash

[putz4582]

Issue ID DX-516-856. 
Any update??  Issue still ongoing.

[Marenick]

No updated to report - The system still freezes daily and nothing has changed.

[putz4582]

C'mon Roku, what are you guys doing about this issue??  Anything??

I, and others, supplied all the information your requested weeks ago and still no

status update from Roku tech support.

I'm REALLY glad Roku isn't my medical or banking provider... I'd be dead and broke!!

There is no sense of urgency with Roku.

[RokuJohnB]

Hi @putz4582,

Thank you for keeping us posted about this issue!

Currently, our appropriate Roku team is still investigating this issue.

Your extended patience and understanding are much appreciated. 
Kind regards,

John