Keep Your Roku or Fire TV Running Smoothly for the DIRECTV App

DirecTV Stream on 2 Roku Ultra devices in my home have the same issue!  It has gotten much worse in the last month.  When viewing a recorded show, after a fast forward or rewind the video will freeze but the audio continues to play.  But what happens even more frequently than that is:  when doing a lot of fast forwarding in the recorded show the app simply freezes up.  Video and audio both stop.  It almost always requires a reboot of the device because everything stops responding; even the HOME button won’t take me out of the app.  I can either wait for the Roku to reboot itself or I have to press the reset button on the bottom of the device.  Since Roku is rebooting itself, I assume this is what they call a watchdog timer at the hardware level and the Roku OS is locked up so bad that nothing is running at that point.

I have noticed that using the “right arrow” repeatedly and rapidly will almost always cause this locking up/freezing and reboot problem.  THIS IS THE WAY TO REPEAT THE PROBLEM IN YOUR LAB!  Using the FF button, then pressing PLAY to watch doesn’t seem to cause this issue as often.  I use the RIGHT arrow a lot; clicking 6 times quickly to get through a commercial break.

This problem is getting so bad that I’m thinking about cancelling DirecTV.  I was a satellite customer for 20 years and have been on Streaming for a year or two.  DTV is not cheap; but I like DTV so much that I probably will not cancel.  But I find myself avoiding the app and watching TV on other apps because this problem is getting so bad!

I have tried everything!  And I mean EVERYTHING!  Please don’t tell me to just check for updates or reboot.

• I have rebooted the Roku Ultra devices (dozens or hundreds of times).
• I have unplugged them for several hours to allow them to cool & reset.
• I have uninstalled the DTV app and reinstalled.
• I check for software updates daily.
• Both Ultra devices are connected with an ethernet cable (so this is not a wifi issue).
• I have a good 150mbs wired/cable internet connection that has no problems and does not have a heavy load (just 2 retired people in the house, not a lot of devices or internet usage).
• I do not have any problems with ANY other apps on these Roku Ultra devices.  Roku Live TV, Sling, Netflix, Hulu, etc, all have NO PROBLEMS.
• This is a DirecTV app issue!

Here is the information on these devices and your DTV app:

Model 4802X – Roku ultra
Software 15.1 Build 4.3321-C2

Model 4850X – Roku ultra
Software 15.1 Build 4.3321-G2

Both devices are running DirecTV App Version 4.26 Build 103101

I would be happy to work with your software engineers to resolve these issues.  I am a retired software engineer.  I’m an old dude, but still know a little something about the technology and writing software. :) 

Thanks!

We appreciate your loyalty to DIRECTV, @User5. We’re sorry for the freezing issues on your Roku and really value the troubleshooting and details you’ve shared with us. Please meet us in DM, so our specialists can investigate this further and get it fixed for you. Charles, DIRECTV Community Team

So, in the DM you gave me a phone number and a PIN.

I called and got a polite customer service rep.  I had to explain everything to him again.  I was able to break the app (causing the app to freeze and lock up the entire Roku OS - the Roku had to reboot itself) while he was on the phone!  He had me uninstall the app and reinstall and was able to immediately break it again; causing the Roku to reboot itself again.  Ultimately he said they made a change to the app some weeks ago and they broke it, so I have to just wait for you guys to fix it.  :(

Your app has a memory leak or something because it's causing the entire OS to go nuts and the whole box freezes & reboots itself.  Again, this is the only app that causes me problems.

This was a standard CS rep with the standard script talking points.  Nothing special about his support.  This is a serious issue causing problems for many of your customers and it seems that you can't get it fixed fast enough!  It's a huge problem.

Your developers and/or QA really need to do a better job.  Buggy software is very frustrating.