Community Support
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255.9K Messages
Keep Your Roku or Fire TV Running Smoothly for the DIRECTV App
Keeping your device updated shouldn’t feel like a plot twist. If you're using a Roku or Amazon Fire TV with DIRECTV, a quick software check can keep your streams smooth and your shows uninterrupted. 🔧
Amazon Fire TV:
Your device should auto‑update, but you can confirm under Settings → Appstore. To manually update, go to Settings → My Fire TV → About → Check for System Update. If you want to update a specific app, open it and tap Update if available.
Roku:
Roku usually updates on its own, but you can manually check via Home → Settings → System → System Update → Check Now. To update an app, highlight it → press * → choose Check for Updates.
Full guide here.
*I am a DIRECTV authorized representative, and the postings on this site are my own and don't necessarily represent DIRECTV's position, strategies or opinions.
User5
New Member
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30 Messages
14 days ago
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.
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!
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DIRECTVhelp
Community Support
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255.9K Messages
14 days ago
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
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User5
New Member
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30 Messages
14 days ago
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.
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DIRECTVhelp
Community Support
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255.9K Messages
14 days ago
Thanks for the update! Please check your DM, we've sent you a message for further assistance. Charles, DIRECTV Community Team
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DIRECTVhelp
Community Support
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255.9K Messages
11 days ago
Thank you @User5 our engineering team is working with Roku on this, and we appreciate the detailed troubleshooting steps you have shared.
Mark, DIRECTV Community Specialist
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Ludwick577
ACE - New Member
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3.7K Messages
11 days ago
Anyone else notice the Directv app is extremely laggy on the Firestick Max 4k? When going between menu's and changing channels it is very sluggish. My firestick is brand new and has about 8GB of free space. My Roku, Gemini box and Gemini Air all run really fast. Dtv app has always been bad on firestick (for me)
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DIRECTVhelp
Community Support
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255.9K Messages
11 days ago
We haven't had any reports of the DIRECTV App lagging on Fire Sticks, @Ludwick577. We're sending you a DM, so we can look into this for you. John, DIRECTV Community Team
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User5
New Member
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30 Messages
10 days ago
@Ludwick577 I have a fire stick max 4k in my spare bedroom. I powered it up today, cleared the cache for all the apps, removed any apps I don't need and got all the latest updates. DirecTV was unusable at first! It locked up and wouldn't load the guide or even display the video (I heard audio though). A couple reboots later and I was able to get the DTV app to run and function normally, but yes, it's very-very slow! Too slow for me! I'll leave this in my spare bedroom. I have enough problems with the DTV app on Roku on my main TVs. :( They need to hire some developers to go through the code line-by-line and optimize/fix things. I won't hold my breadth for that to happen though. :(
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DIRECTVhelp
Community Support
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255.9K Messages
10 days ago
We appreciate your efforts, @User5. We're still on it! Thanks for your patience while we work on a fix. John, DIRECTV Community Team
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Ludwick577
ACE - New Member
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3.7K Messages
10 days ago
@User5 My Roku stick works really fast. No lags at all. But I guess you are using a Roku TV?
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DIRECTVhelp
Community Support
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255.9K Messages
9 days ago
Please check your inbox. We've sent you a DM. John, DIRECTV Community Team
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User5
New Member
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30 Messages
9 days ago
@Ludwick577 - actually I have Roku Ultra devices. The best streaming device they sell. Up earlier in this thread I explained my problem - it's not a speed issue. The Roku Ultra does indeed perform operations quickly. But a lot of FF or RWD operations in the DTV app cause it to lock up, causing a reboot. So yeah, the Roku zips along until the DTV app corrupts the system and the Roku OS has to reboot. :(
Here is a link to my exact post above: https://forums.directv.com/conversations/watching-streaming/keep-your-roku-or-fire-tv-running-smoothly-for-the-directv-app/69babdf345cd1c77d0619c41?commentId=69bea3b76504d716d98a77b9
(edited)
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rahrens_
New Member
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2 Messages
9 days ago
How can I get the DIRECTV app to reset? I put in my old email and now I can't get to the screen to put my new email in on my Roku. I have deleted the app and it still comes back
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DIRECTVhelp
Community Support
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255.9K Messages
9 days ago
A sign-out is necessary to reset the login process on your Roku, @rahrens. Simply go to Settings within the DIRECTV App > Account > Sign out. John, DIRECTV Community Team
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rahrens_
New Member
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2 Messages
9 days ago
Omg thank you so much!
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