Netflix kicks out like you pressed stop!

[NFtoBC]

---

@WishINeverLeftShaw wrote:

Same, just joined Telus with PikTv at 2 units, what a joke.  Will not be paying a bill until they sort there **bleep** out as this is amateur hour.

---

PikTV is supposed to be 1 device per Internet account. Might clashes between the 2 be part of the issue you are seeing?

[dru]

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 3^rd party app you are currently viewing (e.g. Netflix or Youtube) and Pik, and then return to the 3^rd 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! 

[Jonny]

---

@dru wrote:

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. 

I tried the solution you presented here.. but Netflix is still stopping periodically. The only difference is pik TV is no longer launching itself when Netflix stops.

[Jeremy2]

Yeah still happens then The double press have to close piktv again at least they have acknowledged an issue. Progress!

[Trev_s]

Same issue here. Netflix and Plex keep closing and returning to Pik TV every 15-20min.

Love the idea behind Pik TV but Telus has done an extremely poor job at executing this...

[Scrowlyusername]

i would love to know any more of these tricks, or if theres a manual that lists more of these kinds of things please let me know. it drives me crazy that i dont know any of these things and i cant find any documentation about it. thanks

[Izzybel16]

Ok tried this, no luck...happens on Netflix and Spotify. Following so I can be notified when there is a solution.

[Jeremy2]

Yeah I’m assuming they are crediting us the $10 every month till it’s fixed yeah. Hahaha.....

[rcrh]

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

We're still staying tuned - any progress being made?

[Overproof]

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.

[WestCoasterBC]

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.

[rcrh]

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?

[WestCoasterBC]

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.

[rcrh]

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.

[WestCoasterBC]

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

[Hydrannt]

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

[dru]

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.

[Jps87]

Thank you! It's working much better now.

[Junginator]

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

[WestCoasterBC]

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.

[Junginator]

Netflix v 6.1.1 build 2440
Pik tv 1.88.202

Still crashing as I watch Netflix... Help

[Pizoahn]

Telus when are you going to fix this problem? Have tried the following to no avail:

• Reset box
• Updated PikTV
• Not updated PikTV
• Run old netflix
• Run updated netflix
• Disbled pikTV app

No matter what, Netflix STILL crashes.

[Danger]

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?

[Pizoahn]

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

[Danger]

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.

[Tuptup]

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.

[DanielK]

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?

[Nighthawk]

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

• We are currently researching this error. To help us investigate, please contact customer service.

[DanielK]

WORKAROUND FOUND.

The solution to the netflix red/gray static issue with freeze/audio and then reboot is to roll back to the last version of Netflix build 2424. The latest build 2440 is causing this issue. As to whether this is Telus or Netflix as the root cause, it's up to them to figure it out.

If you don't want to install from an unknown source like apkmirror.com, then just uninstall the update and it will revert back to the embedded ROM version build 1965.

[DanielK]

Sorry, jumped the gun, build 2424 also crashes. Will try an even earlier build later.