Netflix kicks out like you pressed stop!

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Netflix kicks out like you pressed stop!

This is really annoying and happens at least 3 times in an hour long show. You just have to press play to start it again so it isn’t a full shut down.
I am on a wired connection so can’t be a wifi issue.
Getting very frustrated!
62 REPLIES 62
Resident

I'm having the same issue. Even after receiving a new Pik Tv Box, Netflix stops after about 10 mins. Youtube stops occasionally, but I see the loading circles then it resumes...seems like a brief loss of connectivity.

There is a software bug that was introduced with the latest app update. Nothing is wrong with your PikTV box.

You can uninstall the previous (PikTV) app update and the 3rd party app conflict goes away. A new update should be coming shortly, as Telus acknowledged the issue.

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WestCoastBC,

What role do you play in this announcement?  You sound very official in your instructions.  But if there's a bug in the update that makes the product almost unusable why isn't Telus rolling it back?  

And unless I'm mistaken if you uninstall an update without also turning off auto-update for the app it will just reapply the broken update.  And if you turn off auto-update you'll miss the fix when and if it ever gets released.

Telus, is this really how you handle update releases?

 

Community Power User

I haven’t announced anything @dru has not already stated. Due to the severity of the bug you can assume it’s a priority to fix. Normally it seems the PikTV app is updated every few months otherwise.

An end user can rollback an update as it’s software. Just like any OS platform the end user is responsible to do it. It’s a quick temp fix, till a new release is posted. Telus always has been posting on the forums once a new release is out.

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So I uninstalled the recent update yesterday morning and as expected the update was automatically reinstalled by evening.

I can't really keep doing that every day so I sure hope Telus gets an official fix released.

 

Community Power User

Turn off automatic updates.. I always have them off and update on my terms.

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How do you turn off automatic updates? I searched for this, and there doesn’t seem to be a way to make this happen.

More importantly, how long can it possibly take for Telus to release a patch? C’mon Telus… you owe us an update on progress

Resident

We’ve had Pik Tv for almost a year now but this problem has just started a week ago. After watching YouTube for about 5 or 10 minutes, it cuts out and returns to Pik Tv. Why has this problem suddenly started and what can I do to fix it?

Community Power User

If the experience you are seeing matches those contained in this thread, please add your comments there to keep things all in one place.

NFtoBC
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Community Manager
Community Manager

Hi All. We've been watching your feedback and have identified an issue where the Pik apps load automatically and interrupts you while you are watching an app like Netflix or Youtube that we are working to fix. Currently I don't have an ETR to report but it's something we've prioritized.

 

In the meantime, please consider using the following steps to mitigate the issue:

- Double tap the Home button on the remote (button in upper left corner of the remote right below the mic label) bringing up a screen showing active apps. 

- Kill all active apps (push down on the remote and click Ok on Dismiss) other than the 3rd party app you are currently viewing (e.g. Netflix or Youtube) and Pik, and then return to the 3rd party app you wish to use, the viewing experience will no longer be interrupted by the Pik app relaunching. 

 

This step is to be repeated for every subsequent occurrence of the issue.

 

We apologize for the experience but we're working on a fix. Stay tuned! 

Community Manager
Community Manager

Hi Everyone. We've released an update for your Pik TV box today that will address the 3rd party app interruptions. For more info, please check out our update post here

 

Update manually on your Pik TV Android media box by going to the Google Play store and downloading the latest update -- version 1.88.202.

Brand new policy tv box. No apps downloaded. Same crashing happening on Netflix even after update. Help!

Make sure the PikTV app and Netflix app is up to date. I use my PikTV device constantly with Netflix and hasn’t crashed since the app update months ago.

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Netflix v 6.1.1 build 2440
Pik tv 1.88.202

Still crashing as I watch Netflix... Help

I have no fix for this but just wanted to add that I am having the same problem with this box and it is not limited to the Netflix app. Does your also fully reboot as well or just crash Netflix app?

It fully reboots. I get a screen of static while the sound plays for about 1-2 seconds and then the entire box reboots.

After several calls to tech support they are replacing my box. I have serious doubts that this will fix the problem but I hope to be surprised.

I was having the same issue so they sent not one but two replacement boxes. None of them solved the problem and I am back to where I started. I agree with previous posters. We are testing a beta app for Telus and nothing more. This whole experience has been nothing short of extremely frustrating.

I'm also having the same issue on my two boxes. Even after factory reset, when watching Netflix, it goes randomly freezes on grey/red static whilst audio plays for another few seconds before the whole Pik box reboots. This wasn't an issue before, I surmise its related to Nougat? How did this even past testing Telus?

Community Power User

I have never encountered that kind of crash with my Pik TV box. There is likely some unique set of conditions that have to be met for that specific crash to trigger. I've had Netflix stop after a while but it's quite infrequent.

 

What I'd recommend, is per Netflix's instructions to contact them.

 

All Other Set-top Boxes or Streaming Media Players

When does Netflix crash or close?

> When you launch the app
> When you try to play a TV show or movie

> When you try to select a profile

> When you try to exit the app

> At any other time


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