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Post Reply Roku is unusable...
23025 cr points
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Posted 6/30/13
I am currently experiencing 3-10 minute load times and one dot quality with my Roku. I had been getting 1 dot quality with an occasional 2 dots but with 30-60 second load times previously (this wasn't acceptable performance either but it was at least watchable) but in the last day I can't even get this.
I only access Crunchyroll through my Roku which makes your service unusable for me. This has been a recurring problem with your service and I am not happy about it.

I consitantly get full HD quality with Funimation (sadly, even they are better at the moment) and Netflix.

Here is my info (I use Mediacom Cable for my internet):
http://www.speedtest.net/result/2807593086.png
(20 Mb/s DL, 2.18 Mb/s UP, 96 ms ping)

http://www.pingtest.net/result/83200298.png
(B*, 20 ms ping, 5 ms jitter)

-------------------------------------------------------------
C:\Windows\system32>nslookup v1.lln.crunchyroll.com
Server: fortress.home.lan
Address: 192.168.1.230

DNS request timed out.
timeout was 2 seconds.
Non-authoritative answer:
Name: crunchy.vo.llnwd.net
Addresses: 208.111.168.7
208.111.168.6
Aliases: v1.lln.crunchyroll.com

C:\Windows\system32>ping v1.lln.crunchyroll.com

Pinging crunchy.vo.llnwd.net [208.111.168.6] with 32 bytes of data:
Reply from 208.111.168.6: bytes=32 time=64ms TTL=55
Reply from 208.111.168.6: bytes=32 time=22ms TTL=55
Reply from 208.111.168.6: bytes=32 time=20ms TTL=55
Reply from 208.111.168.6: bytes=32 time=27ms TTL=55

Ping statistics for 208.111.168.6:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 20ms, Maximum = 64ms, Average = 33ms

C:\Windows\system32>tracert v1.lln.crunchyroll.com

Tracing route to crunchy.vo.llnwd.net [208.111.168.6]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms gw.home.lan [192.168.1.1]
2 * * * Request timed out.
3 9 ms 9 ms 9 ms 172.30.72.129
4 9 ms 7 ms 12 ms 172.30.11.93
5 20 ms 20 ms 12 ms 12.249.52.5
6 22 ms 22 ms 19 ms cr81.desia.ip.att.net [12.122.153.50]
7 25 ms 23 ms 24 ms cr2.cgcil.ip.att.net [12.122.153.41]
8 19 ms 19 ms 27 ms ggr2.cgcil.ip.att.net [12.122.132.137]
9 * * * Request timed out.
10 20 ms 19 ms 27 ms ve6.fr3.ord.llnw.net [69.28.172.41]
11 34 ms 61 ms 36 ms cdn-208-111-168-6.ord.llnw.net [208.111.168.6]

Trace complete.
-------------------------------------------------------------
Note: I use my own caching DNS server (which, in turn, accesses multiple open DNS servers) but switching to Google or my ISP's server makes no difference in performance.

I tried deleting the Crunchyroll channel, restarting my Roku, and then re-linking the channel to my account. This resulted in 2 dots with a 30 second load which played about 5 seconds of video (the latest Severing Crime Edge) followed by a 5+ minute rebuffer at 1 dot for a few more minutes of video.

Looking forward to your reply,
Traveller1116
(I also submitted this to http://www.crunchyroll.com/help?topic=contact)
16030 cr points
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Posted 7/1/13
You aren't alone. Many of us have been dealing with the exact same issues over the past few weeks. Good luck getting help, though. You will be told to contact them through the customer support page, where they will eventually blame it on your ISP or simply say they will 'look into it'... CR doesn't care about Roku. Their focus is on web and mobile devices. As long as that works, they don't seem to care about the rest nearly as much.
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Bjaker 
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Posted 7/2/13


Again... Operations is looking into this.
The reason why I tell users to email us is because there is then not a 24 hour + turn around time for support.
We have reps who work over the weekends for assistance.
I am only just now able to get into the forums.

Please do not act like you know our operations / dealings. I understand you are frustrated. I am too. Everyone who has this issue comes, ultimately, to me.

And now, if you have criticism / feedback you'd like to leave. Please use the correct forum for it:

http://www.crunchyroll.com/forumcategory-391026/suggestions-feedback
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Bjaker 
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Posted 7/2/13


Thanks!

I'm pointing out this thread to operations. I'm also waiting for a little more feedback from engineering / ops before I post a more official answer.

I also got your email but have been sitting on it because I'm waiting for them to get back to me.

Hopefully I'll have more info today.
16030 cr points
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Posted 7/2/13
Thanks, Bjaker.
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Bjaker 
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33 / M / San Francisco
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Posted 7/2/13


Here's my update:

We're currently working on a revamp for Roku. This is going to include a different streaming process for the device.
We're hoping that the update and change in service will help to provide a browsing experience better matching our other apps.

Again, I apologize for any issues encountered while using Roku, but it is an area we're currently working on improving.
elev8d 
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Posted 7/2/13
This is great to know! I just got a Roku 3 today for my parents, thought I'd give CR a try, but it definitely was at much lower quality than the xbox live app, and paused to buffer several times. The navigation in general looks like it will benefit from a thorough revamp.
13575 cr points
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Posted 7/8/13
With the upcoming update to the Roku app, could something be done to make subs encode faster? It's taking me about 30 minutes to an hour for the subs to appear on newly released shows.
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Posted 7/11/13


Thanks for the update. My Roku is still having a hard time with CR so I hope the update is finished soon. Also, I am hoping the Roku update allows for more series/episode description text as the current Roku format cuts most of it off. Oh and 720p would be nice too!
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Bjaker 
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Posted 7/11/13



What I can say!

The engineer who is doing the revamp is pretty nearby so I can see him hard at work on it. *nod*

I can see if I can get some sort of update today.

We're going to be (hopefully) moving to HLS streaming for the device pretty soon.

We tried to roll out 720p a couple months ago but it severely went boop so we rolled it back. Hopefully with the new streaming format.

Best,
-Baker
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