Solving playback issues

[Jonathan2682]

Hisense Roku cannot stay connected to internet and is only device in the entire house that has issues.

[ellgogo]

yep. Roku is going to respond but there will be no action taken to fix it. 

[ellgogo]

Roku will sympathetically respond and will take no action to fix it.

[CoachMikeU]

Add another one on the list just came home from a work trip and all channels struggle to load. Freezing, disappearing... 

I power cycled, system restarted multiple times, factory reset, deleted a bunch of apps, system reset again... This is very disappointing to see it's a problem for many people and no fix...

[RokuJechealR]

Hi @CoachMikeU,

Thanks for the first post to the Roku Community!

We apologize for the inconvenience that it has caused. Also, we appreciate the troubleshooting steps you have taken to resolve the issue. 

With this issue, we'd like to request relevant information so our team can investigate this subject. Kindly provide the details below:

• Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
• What channel and what version/build is the channel that is having the issue? (This can be found by 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 five times, followed by the Back button five times, and provide us with this ID).

We look forward to hearing your response and receiving your device details.

All the best,
Chel

[bellaacabby]

• I too am having issues playing video on every app on my new Hisense TV. 
  
  
• I already reset all the settings and redownloaded the apps but everyone I go to play a video it only plays audio with a black screen. Everything is visible until I playing the episode and it goes black.  

[bellaacabby]

[RokuJohnB]

Hi @bellaacabby,

Greetings from the Roku Community, and thanks for the additional information!

We would like to gather more information about the issues you had with the Hisense Roku TV, as it lags and crashes most channels. Can you please provide us with the Tracker ID by following the steps that @RokuJechealR provided above?

We look forward to hearing from you soon.

Thanks,
John

[Mapplegate2905]

I'm having the same issue Netflix constantly is turning off but I did a free trial Discovery Plus on the Roku channel on my Roku Hisense TV and every time I try to play it it restarts my TV I've tried everything unplugging plugging back in resetting the network restarting the router resetting the system and it just keeps doing it so basically I'm wasting my free trial here any suggestions