Solving playback issues

[sinbo]

I have three Roku tvs in my house. I’ve been a long time Roku customer. I’ve never really had any issues with Roku products until about the last year or so. My living room tv has trouble playing Shudder. Not only does it not play cheddar, I will open the app, go to the main menu and then it just completely shuts off. My bedroom tv has trouble playing Netflix. Netflix will usually allow us to play something, but once we start it, it begins to freeze up when you try to go back to the main menu. Sometimes it freezes up while we are trying to play something. I have unplugged and replaced the tvs and I have deleted and redownloaded the apps and they are still having issues. Is there a common issue that is happening on Roku TVs that I am missing? Or am I just unlucky having the same issue into different TVs?

[RokuEmmanuel-D]

Glad to have you here in the Roku Community, @sinbo!

Thank you for bringing this issue to our attention. We truly understand how frustrating it can be to encounter difficulties while streaming these apps, and we'll do our best to help you resume streaming. 

Could you send us the details of each device on which the apps are having playback issues? We would appreciate this information, and we will be able to look closely into this. 

Here are the requested details...

• Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
• Tracker ID (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)
• Channel build version (Highlight the app from the Home Screen and press the Star * Button).

We are looking forward to your prompt response. 

Thanks,
Emman