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Honorato Overmyer
I repeatedly have issues with Netflix using Streambar sound bar which I've hard wired into my network. My daughter, who is 15 miles away, has the same issues streaming Netflix on her Roku TV using wireless.
If you let 3 or more previews play, or you dare to rewind or fast forward in a show, the sound & picture refuse to line up anymore and the sound will just start cutting out all together. Some times the program just cuts out and forces a reboot of the Streambar. Other times I do it manually, but getting really tired of having to reboot all the time.
Try removing the channel from the Roku home screen by navigating to the channel tile, pressing the * key on your remote, and choosing 'Remove channel'. Then restart your device from Settings>System>System restart. Once your player starts up again, add the channel back once more.
Hello Roku team. I have the exact same issue as the user above described, and the removal/reinstallation solution you suggested didn't work. Have there been any other discussions about this issue that you've seen? It is only specific to Netflix and no other apps have issues.
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)
-steps to reproduce the issue you are seeing
I tried removing and re-adding the Netflix channel when I first noticed the problem, but it didn't fix it. There is no specific series of events that happens each time this glitch occurs, unfortunately. The sound simply goes in and out, and/or the video freezes randomly or plays out of sync with the sound. Now we have realized it is also happening with the Amazon Prime app as well. It's very frustrating.
Hi. I have the same problem. I fact, I had the problem with a Smart Soundbar and had hoped the problem was fixed with the Streambar. No. I have uninstalled/reinstalled Netflix numerous times (rebooting in between) with no success. This needs to be fixed.
I have two 50" TCL Ruku Tvs. One purchased in 2021 and one in 2022. Netflix doesn't work on either one. Its shuts down or freezes. No issues on my Samsung with a Ruku plug-in. No issues with any other app on all 3 Tv's. I've deleted the app, reinstalled, reset ect.......... My guess is its a TCL issue. Just documenting this. TCL TVs are cheap, but I would avoid.
We appreciate you letting us know about the issue you are experiencing when streaming Netflix. Have you tried contacting TCL or Netflix? If the issue persists on one channel after attempting the troubleshooting steps and videos from other channels play fine, please contact the channel provider's customer support team to report the issue and get help. The channel developers themselves maintain channels on Roku. There might be an issue within that specific channel that needs to be addressed with an update from them. You can check here for the TV support contact list and channel contact list.
Please let us know if there is anything else we can do to help you.
All the best,
Eunice
I just tested this stupid tracker ID thing and the app just kicks me to the Home Screen at this point and no tracker ID shows up. I know for a fact you have a lot of customers complaining about this and if your problems is not being able to get the tracker ID that will continue to be a problem. Might I suggest that Roku simply get one of these and test it on their own not leaving half the work to the community? I crashed it again while talking and still no tracker ID.
We wanted to let you know that we are continuing to investigate your reported issue and hope to provide you with a more detailed update when additional information is available. Thanks for your continued patience.Do not hesitate to let us know if you have any additional feedback.
I just read this thread. I also have been having the same problems with Netflix. This is a new TCL Roku TV and ONLY Netflix is giving me issues. All the other streaming apps work fine. I have also followed all the steps that are all over you tube and here as well from unplugging, to reinstalling we etc etc and nothing.
This week, I've encountered strange behavior on two different Roku TVs in two different states. In both cases, while watching a show the app would suddenly stop and go back to the home screen. When resuming the show, it often would start playing a minute or two earlier in the episode than where it stopped. Also, the issue happens repeatedly, even after restarting the device. I've tested it on different internet sources, and that didn't make a difference.
Before I go the route of reinstalling apps or factory resetting, is anyone else experiencing something similar? This started about a week ago. It seems unlikely reseting will fix this gs as this is happening on more than one device in different locations.
I'm having the exact same issue but only on 1, my newest TV, a Roku TCL, 58 inch. Starts the episode on Netflix and with no warning stops and goes to the home page. i've tried everything from uninstalling to reinstalling the apps. Annoying to say the least.
There are a few possible reasons why your Prime and Netflix apps are crashing on your Roku TVs. Here are some troubleshooting steps you can try before resorting to reinstalling apps or factory resetting:
Help, this problem just started for me in the last 24 hours on every TCL Roku Series 4, 5, 6 I own. Only Netflix and Prime crash, all other apps are fine. Tried restart, reinstall, no luck. Cannot figure out how to clear app cash, none of the TVs have Settings > System > Advanced system settings > App > Netflix/Prime Video > Clear cash option. Thanks.
Did you restart your Roku device before re-installing the channel? That step is crucial when performing the troubleshooting. If you haven't tried the suggested order (remove > restart > re-install), we would recommend giving it a shot once again. We also suggest doing the restart from the Settings menu by navigating to Settings > System > Power (If you do not see a Power submenu, skip to the next step.) > System restart.
For detailed instructions, refer to this Support link: How do I resolve channel playback issues?"
Does the issue occur on the Netflix channel only or all channels on your Roku devices? What are the steps to reproduce the issue you are seeing? What troubleshooting steps have you already taken to try to resolve the issue?
Since then we have been having issues with our Netflix account and access from all devices in our home (smart tvs, laptops, mobile phones, ipads). The issue is that occasionally like maybe once or twice a month, we notice our Netflix profile pics change to different pics and all of Netflix's 3P content is no longer accessible for e.g. Friends, Star Trek, Go Titans Go etc. After a couple of days, our profile pics return to the ones we have selected and all the 3P content comes back. This keeps happening.
Today I contacted Netflix customer support who told me all the 3P content is available on Netflix from Ireland where I live and suggested I either have a proxy or a VPN connection that is causing these issues. The only thing I could think of is the Deco mesh we installed in Jun last year.
So I tested this. I connected my mobile phone to mobile data instead of our wifi network, and behold all 3P content comes back. If I switch back to the wifi network, the 3P content no longer appears in our account profiles (I checked all profiles). Second test: I connected my laptop directly to the ISP modem (to which the deco router is connected). Lo and behold, all 3P content comes back & our profile pics return to the ones we selected.
Can someone suggest a solution for this? I looked in the app and nothing there jumps out at me plus I'm wary to change anything in case we lose all internet access. I'm not very tech savvy. As a last resort I would need to uninstall Deco, which would be a shame as I really like its utility but alas my family will choose Netflix over Deco I know for sure.
@David-TP Hi David I tried the first setup instructions to change the DNS settings and it worked! Netflix is now loading with our profile pics and shows 3P content which was missing before. I did not try the second option because I think it doesn't apply to us. Our ISP's modem was the old router with Deco now being the new router, so I'm unable to follow how modem and old router are two different devices. In any case, step one worked and hopefully the issue won't recur. If it does I can come back to this thread and let you know.
Would it be possible to record a video clip or send some pictures about what they look like when connecting to Deco since it is the first time I see such feedback and I am not quite sure what the issue looks like?
Would it be possible to record a video clip or send some pictures about what they look like when connecting to Deco since it is the first time I see such feedback and I am quite sure what the issue looks like?
hi @David-TP thanks for your response. What I mean is that occasionally we notice our profile pics on Netflix change to different pictures and all third party content becomes unavailable on Netlix such as Friends and Star Trek. By unavailable I mean the content disappears from "continue watching " section and we can't find it even when we search for it. After a couple of days our profile pics revert back and all third party content comes back and we are able to search for it, play it and can also see it in the "continue watching".
If I access my Netflix account through mobile data instead of our WiFi, third party content becomes available and profile pics revert back. I also connected my laptop directly to our ISP's modem (bypassing Deco) and third party content as well as profile pictures come back.
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