Solving playback issues

[RokuJechealR]

Hi @user1029,

We appreciate the response!

Thanks for providing us with your device information. Please be aware that we have passed along your concerns and details to the appropriate Roku team for further investigation. Once more information is available, we'll be sure to post an update on this thread.

Your patience and understanding in the meantime are much appreciated.

All the best,

Chel

[RokuJechealR]

Hi @1DayAfterAnothe,

Thanks for reaching out to the Roku Community!

We're sorry to hear about the experience of having a playback issue with the channel. That's not what we aim for. We also appreciate the troubleshooting steps that have been performed to try to resolve the issue.

In the meantime, please help us with the required details so we can send additional information for the investigation to our engineering team. Can you please provide us with the following information:

• 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 5 times, followed by the Back button 5 times, and provide us with this ID.)
• A photo or video clip referring to the issue.

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

All the best,
Chel

[user1029]

[user1029]

[user1029]

This is getting old.

[user1029]

[user1029]

[1DayAfterAnothe]

Actually...

I think I'm good. If it happens again I may get back to you. I basically leave the tv on all the time and play plex... where it finishes one video the goes to the next using the repeat all function...It just keeps playing until I intervene and change to watch something else. I left a playlist running particularly long last week..whether I'm in the room or not...and it played for about 2 days solid, maybe 3 before it went to home screen.. and I had never seen it do that before but at the same time I'm not sure if I've ever gone that long just letting it play like that...I read something about a sequence to clear cache so I did that. I think it's all good but if it starts happening frequently I'll get back to you. Thanks

[user1029]

[RokuCarly]

Hi, @user1029.

We appreciate you for keeping us posted and providing us with Tracker ID's. 

Please be aware that we've already coordinated this to the appropriate Roku team for further investigation and the details you have provided above have already been addressed.

Once again, our sincerest apologies for any inconvenience this may have caused you. Rest assured that we will find you the best resolution possible. 

Best regards,
Carly