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Rosita Westhouse
recently received the 4k stick and have no problems with all my streaming channels except for Netflix. Netflix will not load properly and constantly gives UI-800-02 error code. Tried deleting app, reinstalling, factory reset, all other options, nothing works. Netflix works fine on my other roku devices and smart tv's. roku said they would call me back, but no response. anyone else find a solution for this ?
i constantly get error UI-800-02 when i try to start Netflix on my Roku 4k streaming stick. No issues with it running on older roku devices that i have on other televisions. all applications work just fine, except Netflix. Called Samsung, they said it was Netflix, so called them. Netflix said it was Roku and when i called Roku they said that they needed to investigate and would get back to me within 24 hours. Unfortunately no one got back to me.
I've tried that multiple times and Roku support has had me perform perform factory reset, delete the application, reinstall application, turn everything off turn everything back on multiple times, Netflix still shows the same error and support had me provide the internal error codes. They indicated they would respond within 24 hours, but that time has come ne and gone with no resolution or contact.
We appreciate the time and effort you've put into resolving this Netflix issue. Please note that since this issue is specific to Netflix, we suggest contacting their customer support team, Netflix ContactUS, for further assistance and clarification. It's important to know that the majority of content on the Roku platform is provided and managed independently by the streaming channels' providers.
I contacted netflix, who told me to call Roku as the problem only occurs on the Roku ultra 4k stick. I provided the error codes to Roku support, but no one has followed up. Passing the buck back to Netflix doesn't help. I called Netflix who had me call samsung, samsung had me call roku, initially, roku had me call netflix who in turn told me to call roku. roku finally admitted there was a problem with the roku ultra 4k stick but no one is taking 'ownership' of the problem to get it resolved.
Please get someone in roku technical team to review the information provided to roku support and of course, if they need more data, i would be happy to share the entire page that shows all the error data on the roku device.
as a side note, others have had to uninstall/reinstall, or reset their roku device to get it to work with netflix, but none of their resolutions work for me. the fact that they experienced the same errors and after doing the above got their device to work properly demonstrates that the problem is with roku not netflix.
I constantly experience intermittent screen freezes and have the audio drop out, to the point that it is often impossible to simply watch a show or movie. No amount of reboots or any of the other solutions suggested by Rogers works. I see that others have been experiencing the same issue. When you pay so much for a service, it should work reliably. I have checked the connection and even my Rogers box says the connection is excellent. And the thought of actually wasting the time that is inevitably lost calling Rogers tech support with no resolution is exasperating. I will be transferred 5 times, lose a minimum of an hour of my time on the phone with support, have to repeat the problem endlessly, and I will still have the same issue. It is truly unfortunate to have to be resigned to such terrible service.
If it is connected through a Pod, you need to ensure that the Pod is placed in a location where it has a good connection to the gateway and can also still provide good connectivity for the Wi-Fi clients that connect to it.
I am adding my voice to the people who are experiencing the intermittent screen freezes and the audio drop out as well. It is frustrating and calling Rogers technician does not solve anything despite coming to my home. The TV box has been changed but was not the problem. The last time the tech guy came, he replaced the cable connected to my house, and still the same problem has persisted since, on and off. Rogers acknowledge the problem, good and what are they doing about it?
Although not a scientific test by any means, I have yet to notice the problem when watching recorded shows. Perhaps there is something in that, or maybe I've just been lucky not to have experienced the problem at those times.
They can also occur if you have network problems or insufficient bandwidth on the network path that make it impossible to sustain an HD stream. A certain amount of streamed content is buffered, enough to ride out minor network problems or packet loss. However, if the buffer runs out and the set-top box does not have any data available to decode and render, you will get audio/video dropouts. This can happen if you have extreme packet loss on your Internet connection; it can also occur if you have absolutely horrible Wi-Fi performance. Either way, the problem would have to be so bad that you don't even have enough effective throughput to sustain a 10 Mb/s HD stream.
Live broadcasts are different from watching a recorded program. With a recoded program, the data is all there waiting to be streamed, and you can have a lot of buffer depth, so your set-top box will never run out of data to decode and render. With a live broadcast, the source signal needs to be received, possibly deinterlaced , possibly transcoded, encoded for transmission, then streamed. This is also all very processor-intensive and needs to be done quickly so as to keep the encoding delay to an absolute minimum. As it stands, the encoding delay on most channels is approximately 30 seconds. If your in-home network or your Internet connection is not working well, you are much more likely to experience glitches when watching live broadcasts.
Both of the household computers are connected via WiFi. I watch a fair bit of streaming video on my computer and have yet to notice any issues with video or audio quality. I realize that this is somewhat anecdotal evidence, but my impression is that the WiFi signal is solid. I'm not sure what differences there might be between a streaming service like Prime or Netflix and a TV program, so there may be an error in my reasoning.
Did either of you have an opportunity to try connecting your TV directly to the set-top box via Ethernet as recommended by @-G-? This would definitely help us in identifying if the WiFi connection is the culprit. @DAJ3, you did make mention that the streaming seems to be solid while using a computer and so on, which is also interesting. Are you streaming Live content or recordings/on demand videos during those times?
As to streaming on my computer, I cannot with any certainty say that the TV video/audio issues do not happen at the same time. But I have had the issues when I know that no one is using a computer. I assume it is safe to eliminate the WiFi signal being unable to cope with the demand as a possible source of the TV issue.
I am having these issues and the Rogers keep telling me to repeat the exact same trouble shooting over and over. They won't believe me that the issue is on their end. How is that there are some many people in different markets having the same issue and it has to be on the users end. I open up case numbers and they get closed saying the issues are resolved and never are. Don't waste your time changing boxes, gateways, connecting to ethernet, going in and out of bridge mode, changing the settings in the gateway, moving modem, pods, personal mesh systems, rewiring the house or trying multiple TVs none of it works. The issue is rogers! They won't believe me, but every time they modify their bundles or program packages I have the exact same issue year in and year out and when I change my package (always more expensive) the problem always disappears. They ran fibre op wiring through my neighbourhood and increased node capacity last summer which also interrupted our services and we were told we would have better services from that point forward. Laughable honestly. I think I have been troubleshooting Rogers tech issues longer than most of the advisors have been alive. Bell will be coming next week to move us over. I have about 5 case numbers that are closed, but never resolved.
The major streaming services are not really a great test of the quality of your network. A movie already exists, stored on some server, popular movies are cached on local servers, and they can design the streaming client software to buffer as much data locally on the streaming device as memory allows, perhaps even several minutes of content. As a result, Prime and Netflix can ride out intermittent glitches, even if the network drops out for several seconds at a time.
On the other hand, live TV is more sensitive to network disruption. If there are bandwidth constraints, adaptive bitrate codecs can temporarily and dynamically lower video quality to keep the stream alive but they cannot practically buffer any more than a few seconds of content -- enough to ride out minor packet loss but they cannot compensate for severely-degraded network conditions.
A real test of network quality is something like a Zoom call. That application requires a fair amount of bandwidth, in both directions, and it is latency-sensitive. Also, online gaming is VERY sensitive to network conditions.
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