Solving playback issues

[LilJake]

We had 3 TVs utilizing Roku Express 4K+ Wi-Fi's and related remotes for the past year.  As of 10/27, 1 TV started requiring a factory reset to watch but occasionally no reset was necessary.  After much troubleshooting we purchased a new TV and Roku Express 4K+ on 10/31.  Of the 4 TVs we now have, 2 TVs usually require a factory reset (including the new TV/Roku) to operate.  DirectTV and/or Discovery+ apps screens typically freeze after about 12 seconds and never releases (even after many hours), audio continues without the video unabated.  After changing channels the video freezes again at 12 seconds.  Have not experienced video freeze issues issues with Prime, Netflix apps.  Much troubleshooting/resetting/rebooting has been done with our ISP as well as DirectTV to no avail.  Thoughts?

[RokuDanny-R]

@LilJake

Thanks for the post.

We would be more than happy to look further into the issue for you, but need more specific information. For clarification, is the issue only occurring when using the Roku Express 4K+ or does it happen on Roku TVs as well? Please be aware that we are currently investigating an issue related to playback freezing on specifically Roku Express 4K+ devices.

In order for us to better understand the issue, 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 and provide us with this ID)
• steps to reproduce the issue you are seeing 

Once we have this information, we will be able to investigate the issue further.

Thanks,
Danny