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Fandango at Home Forum Guidelines

The Fandango at Home Forums are designed to help viewers get the most out of their Fandango at Home experience. Here, Fandango at Home customers may post information, questions, ideas, etc. on the subject of Fandango at Home and Fandango at Home -related issues (home theater, entertainment, etc). Although the primary purpose of these forums is to help Fandango at Home customers with questions and/or problems with their Fandango at Home service, there are also off-topic areas available within the Fandango at Home Forums for users to chat with like-minded people, subject to the limitations below.

Please post all comments in English. When posting a comment in the Fandango at Home Forums, please conduct yourself in a respectful and civil manner. While we respect that you may feel strongly about an issue, please leave room for discussion.

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2. Email addresses, phone numbers, links to websites, physical addresses or other forms of contact information
3. "Spam" content, references to other products, advertisements, or other offers
4. Spiteful or inflammatory comments about other users or their comments
5. Comments that may potentially violate the DMCA or any other applicable laws
6. Comments that discuss ways to manipulate Fandango at Home products/services, including, but not limited to, reverse engineering, video extraction, and file conversion.

Additionally, please keep in mind that although Fandango at Home retains the right to monitor, edit, and/or remove posts within Fandango at Home Forums, it does not necessarily review every comment. Accordingly, specific questions about Fandango at Home products and services should be directed to Fandango at Home customer service representatives.

Terms of Use - User Comments, Feedback, Reviews, Submissions

For all reviews, comments, feedback, postcards, suggestions, ideas, and other submissions disclosed, submitted or offered to Fandango at Home, on or through this Site, by e-mail or telephone, or otherwise disclosed, submitted or offered in connection you use of this Site (collectively, the "Comments") you grant Fandango at Home a royalty-free, irrevocable, transferable right and license to use the Comments however Fandango at Home desires, including, without limitation, to copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell and /or distribute such Comments and/or incorporate such Comments into any form, medium or technology throughout the world.
Fandango at Home will be entitled to use, reproduce, disclose, modify, adapt, create derivative works from, publish, display and distribute any Comments you submit for any purpose whatsoever, without restriction and without compensating you in any way. Fandango at Home is and shall be under no obligation (1) to maintain any Comments in confidence; (2) to pay to users any compensation for any Comments; or (3) to respond to any user Comments. You agree that any Comments submitted by you to the Site will not violate the terms in this Terms of Use or any right of any third party, including without limitation, copyright, trademark, privacy or other personal or proprietary right(s), and will not cause injury to any person or entity. You further agree that no Comments submitted by you to this Site will be or contain libelous or otherwise unlawful, threatening, abusive or obscene material, or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings or any form of "spam."

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Video freezes while audio keeps playing

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    Video freezes while audio keeps playing

    Just bought the rise of Skywalker uhd version on vudu and cannot play the moving for more than about 35 seconds before the video freezes the current frame and the audio plays on. Playback has no problems so far playing the hdx version.
    I have tested a couple other 4k movies that I own. Spiderman far from home, zombie land double tap, and neither had any problems playing in uhd. obviously internet is not an issue. I'm hardlined and as said, 4k playback of other movies has no problems

    Device is a samsung
    Model # un65nu8000
    Software version: t-ktm2akuc-1292.1, BT - S

    Vudu versions:
    Widget 7.5.42 (42-2e6e8fbf)
    Player: 312749.53

    #2
    Sorry for the inconvenience, we are aware of this issue affecting certain Samsung TV models. This bug is reportedly affecting other streaming services as well. We are in contact with Samsung so they can hopefully offer a solution sooner than later.

    Comment


      #3
      I'm having the exact same problem playing the movie Matchstick Men, and no other movies at this time. However, I don't have a Samsung TV. We've tried it through an Xbox One X and an LG smart TV. Same results.

      Comment


        #4
        Originally posted by FelipeF View Post
        Sorry for the inconvenience, we are aware of this issue affecting certain Samsung TV models. This bug is reportedly affecting other streaming services as well. We are in contact with Samsung so they can hopefully offer a solution sooner than later.
        Can I get a refund on the movie? I wouldn't have bought the 4k version if I knew it wasn't going to play. And I have no other devices currently that can support the 4k streaming.

        Comment


          #5
          Originally posted by Djwilhelm View Post

          Can I get a refund on the movie? I wouldn't have bought the 4k version if I knew it wasn't going to play. And I have no other devices currently that can support the 4k streaming.
          Can you please try playing Rise of Skywalker once again. We have implemented a change that might resolve your issue.

          Comment


            #6
            Originally posted by FelipeF View Post

            Can you please try playing Rise of Skywalker once again. We have implemented a change that might resolve your issue.
            It seems to be playing correctly now, thanks.

            Comment


              #7
              Originally posted by Djwilhelm View Post

              It seems to be playing correctly now, thanks.
              Thank for you the feedback, greatly appreciate it. We will use this feedback to come up with a possible short term solution.

              Comment


                #8
                Figured I throw it out there that I'm having the same problem on the built in Vudu app on my Samsung QLED. HDX works fine, but UHD always freezes and the video player stops working shortly after. I was testing some movies yesterday and some worked and some didn't. I was doing some more testing today and most of them except the Star Wars movies and Spider-Man Far From Home started working normally. But as of writing this, every UHD movie I try freezes after a couple seconds.

                TV model: QE49Q6FNATXXU
                Software version: 1292

                Vudu widget version: 7.5.42 (42-2e6e8fbf)
                Vudu player version: 312749.53

                Comment


                  #9
                  I'm having this same problem yesterday and today. Yesterday it was Quantum of Solace today Skyfall. I also had issues with Star Wars rise of Skywalker when trying to play in UHD. HD has no problems.
                  Samsung TV Model: Qn55Q65FN
                  Software: T-KTM2AKUC-1292.1
                  Vudu app version: 7.5.42

                  Comment


                    #10
                    Originally posted by mthibault View Post
                    I'm having this same problem yesterday and today. Yesterday it was Quantum of Solace today Skyfall. I also had issues with Star Wars rise of Skywalker when trying to play in UHD. HD has no problems.
                    Samsung TV Model: Qn55Q65FN
                    Software: T-KTM2AKUC-1292.1
                    Vudu app version: 7.5.42
                    Just to keep you updated, we are are actively investigating this with Samsung. And your update is appreciated, it is helpful to list the titles you had problems with to better determine if there is anything about them that is triggering this on specific Samsung models, etc.

                    Comment


                      #11
                      I have a samsung TV and mine is still having issues with any movie own that I'm trying to play. When will this be resolved?

                      Comment


                        #12
                        Originally posted by Wesleyrb View Post
                        I have a samsung TV and mine is still having issues with any movie own that I'm trying to play. When will this be resolved?
                        You are having issues with any movie, or only recent UHD movies? If it's any movie then it is not related to the issue we are investigating - you should contact Vudu support to see if they can help.

                        Comment


                          #13
                          I am also experiencing this, didn't realize older UHD titles were ok (not sure what qualifies as older) I was just able to watch Lucy all the way through, but I have the freezing with continued audio until finally a playback error...Rise of Skywalker, IT Part II, Dr. Sleep Director's cut all have this issue. Happy to report more as I find them if wanted but I haven't sat around trying to watch movies when they're freezing...because it's irritating. HDX plays fine, UHD in netflix and prime video are fine, normally run to external speakers via optical cable but no change reverting to playback through the tv speakers.

                          Samsung QN55Q8FNB
                          Software 1292 (no update available)

                          Vudu Player Version 312749.53
                          Widget Version 7.5.42 (42-2e6e8fbd)

                          Hope this is useful, thank you all for looking into this.

                          Comment


                            #14
                            Addendum to the above as I am not allowed to edit (?) I have watched all of these movies prior to mid last month without issue. John Wick 3 just froze as well upon testing.

                            Comment


                              #15
                              I am having the same video issues with the UHD versions of Jumanji: The Next Level and Terminator: Dark Fate on two of my Samsung TVs.

                              Comment

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