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RokuAustin's avatar
RokuAustin
Community Manager
6 months ago
Solved

[SOLVED] 3/13/25 Service Interruption

UPDATE 9:42pm PT: We believe the issue is resolving and services are coming back up. Go ahead and try again, you may need to restart your device. Keep us posted if you're still experiencing the issue.
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We are aware of a service interruption impacting customers. If you're unable to stream content, please do not factory reset your device. Please let us know the following information.

  • Your Device ID, software version, and build (found under Home > Settings > System > About).
  • Are you seeing any error messages?
  • Which apps are impacted on your device or are you seeing this issue on all apps?
  • Are you seeing an error with your home screen clock?
  • Let us know your Tracker ID if possible (using your remote, press Home 5x then Back 5x)

Any of this information is helpful while we continue investigating. Thank you for your patience while we navigate this interruption.

Fixed
  • RokuTakashi's avatar
    RokuTakashi
    7 months ago

    Hi, angbello 

    Greetings, and welcome to the Roku Community.

    I understand the issue you have encountered with the YouTube app that will not open on your Roku Streaming Stick.

    As checked by our team, your Roku Streaming Stick model 3500X was one of the two initial Roku Streaming Stick models introduced in 2014 and is now part of our Legacy devices.. While it has performed admirably over the years, it has unfortunately become obsolete due to advancements in technology. This particular model is not compatible with Roku operating software beyond version 11.0, while the current version is 11.5. As a result, many popular channel applications have ceased support for this device and are unable to run those applications.

    For more information, you can check Roku's Legacy devices.

    I hope for your understanding, and let us know if you need further assistance.

    Thanks,
    The Roku Community Team.

119 Replies

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  • Carin's avatar
    Carin
    Newbie
    6 months ago

    I have just purchased a JVC Roku tv. I have excellent internet connection. However, I cannot activate my Roku tv. I have tried everything including resetting factory settings more than once and everything suggested in the ‘ get help’ section. I keep getting the same response  ‘ we can’t seem to reach you at’ followed by my email address, I have a gmail acct and 2 other Roku devices that are already connected to this. I have tried to activate with QR code too but no QR code comes up and tried different email addresses but no activation code gets sent. Please can someone advise where I go next, does it have anything to do with the TV itself? Or is this purely a Roku issue. Many thanks 

    • atc98092's avatar
      atc98092
      Community Streaming Expert
      6 months ago

      It's not an activation code that it's trying to send. Roku stopped using those a number of years ago because of scammers. It is trying to send you a hyperlink to confirm it's you trying to activate the TV.

      Now, as to why it's failing. The first of course is to ensure you haven't made a typo on the email address you're entering, and it's the one used by your Roku user account. You can't send it to an email address that isn't used by your Roku account.

      Assuming there's no issue with your email address, the next thing to try is using a different method of connecting the Roku to the Internet. The simplest way to do this is to connect the Roku to a mobile hotspot, which most cell phones offer. I know that doesn't make sense, but it's worked for many people that could not connect to their home network but it worked fine from a hotspot. Once it's linked to your account, you can then switch back to your home network and it should work fine.

      • Carin's avatar
        Carin
        Newbie
        6 months ago

        Connecting to my hotspot on my mobile worked! Thank you so much. Hooray! 

  • myrtis's avatar
    myrtis
    Newbie
    6 months ago

    My roku's connection is good when I went into the connection menu, but every time I try to start any apps it says that there is no internet connection. I tried connecting it to a hot spot, same thing. I tried restarting it, same thing. I tried doing a network connection reset, nothing. I disconnected the HDMI cable and reconnected to another port, same thing. The house router is less than 10 feet away from the TV and every other device is connecting to it fine. I tried doing a factory reset, now it won't let me get passed the sign in page because it can't send a request to my account for a code. Does anybody have any ideas?

      • Tamarack's avatar
        Tamarack
        Newbie
        6 months ago

        Same symptoms on 3 sticks. Connected but nothing loads.

        Roku TV is working fine.

    • ryanwood17's avatar
      ryanwood17
      Channel Surfer
      6 months ago

      I'm having a similar issue.  However, the only app that isn't working is Plex, no internet connection.

      Netflix, Amazon Video, and others work just fine.  Plex works fine on my Roku TV and through a web browser, so I know it's not the Plex server.  It seems to be isolated to my Roku Stick.  Everything worked fine yesterday, but Plex is broken today.

      I've restarted the app, restarted the Roku Stick, nothing works.  I uninstalled the Plex app and when I tried to reinstall, it failed.

    • Cybergoo's avatar
      Cybergoo
      Newbie
      6 months ago

      I’m having the same issue on two different Roku express boxes in my house.

  • CLMick's avatar
    CLMick
    Newbie
    2 years ago

    I have 2 Roku Express (Basic) and a Roku smart TV. They are all connected wirelessly to a hot spot which is working fine for computers. All are up to date. I have even done factory resets and reactivated. I bought a new express and it dose the same thing. Will not load channels or if they load there is no content. Homepage keeps resetting or device restarts. Netflix, Youtube, PBS< Paramount, Amazon, Etc. play fine on computers. I have not tried to re-set up my account. All my channels seem to be there on the Homepage. The Menu functions Update, Restart, Check Connection, etc., seem to work.

    • AvsGunnar's avatar
      AvsGunnar
      Community Streaming Expert
      2 years ago

      CLMick 

      If you are using a hotspot device (as opposed to a mobile hotspot), go into the settings (usually under APN settings), and verify that IPv4 is enabled.  Ideally, should be able to use IPv4/IPv6 setting.  If set to IPv6 only, could be part of the issue.

      • CJH6491's avatar
        CJH6491
        Newbie
        2 years ago

        I have three ROKU boxes and one ROKU TV all of which ceased to work three days ago.  I also have a 5th TV that uses a Comcast Cable box which continues to work normally.  I've spent hours trying to get them to work and in a couple of case they did work but only for a few minutes then stopped again.  I find it unusual that they all would fail at the same time.  I also went to the Comcast/Xfinity Store at they couldn't help at all.  Why did they all fail at once?  Was there a hack?  Xfinity/Comcast deny that they shut them off.  Does anyone have an answer as Comcast doesn't help with this issue?

    • MadmominAZ's avatar
      MadmominAZ
      Reel Rookie
      6 months ago

      My Roku TV stopped working. It won't stream anything. Not even the Roku channels. I tried removing then readding the apps on my Roku tv - got error indicating they can't be added back. (Max and Disney). Tried factory reset - that did not work. Tried full restore - that did not work. There is nothing wrong with my internet connection, the TV will not let me add back my Roku account to the TV. But I can log into my Roku account on my laptop as I am right now. I gave up, the TV is useless now.

      • AvsGunnar's avatar
        AvsGunnar
        Community Streaming Expert
        2 years ago

        Marle 

        What are the details/specifics of the issue you are having?  Roku device model numbers (from Settings/System/About), your ISP (internet service provider), router model numbers, and any error messages you may be seeing.  More info the better.

  • Abbea's avatar
    Abbea
    Newbie
    6 months ago

    I cannot access the YouTube TV app although I can watch things on other apps. The screen tells me that I’m not connected to Wi-Fi. Clearly I am. I searched for Help and I deleted the YouTube app and was trying to reinstall it, but Roku tells me that it’s already installed, and I can’t add it. Help!

      • Danielrz's avatar
        Danielrz
        Newbie
        6 months ago

        Hi,

        I'm experiencing the same. The original problem was that even though my Roku device recognized and confirmed a successful internet connection, multiple apps (Fubo, YouTube, and Hulu) were unable to connect to the internet. However, Netflix worked without issues.

        After troubleshooting, I followed the suggestion to uninstall YouTube as part of the fix. Unfortunately, this led to a second issue—now I cannot reinstall YouTube on my Roku device. I've attempted the following troubleshooting steps:

        Restarted the Roku device multiple times.

        Checked for system updates; the device is up to date.

        Tried reinstalling YouTube via the Roku Channel Store (it appears as installed online, but it is not on my Roku device).

        Checked my internet connection, which Roku confirms is working.

        Attempted clearing cache via the Roku remote sequence.

        Despite all of these efforts, the original issue remains: Apps (Fubo, YouTube, Hulu) do not recognize the internet connection, even though Roku does. Additionally, the YouTube reinstall issue has now made troubleshooting more difficult.

        Can someone please provide guidance on resolving this issue? 

    • notanerd's avatar
      notanerd
      Reel Rookie
      6 months ago

      I have a similar issue, tried to reset the network, and powered down the device (roku express) there were no updates available. I finally tried to delete the youtubetv app but when I tried to reinstall it, it said it could not be added. Checked online and it thinks the app is installed. On the roku streaming page it says open app instead of add, but selecting that sends me to the add app dialog which then fails to add the app. I tried deleting a few other apps to unstick things but it didn’t help. I thought maybe it was a google thing as the regular YouTube app also thinks there is no connection. I started trying the other apps and most stream correctly except ESPN which says it is unable to download the app. So now I suspect something deeper in the roku itself and its networking.

  • Casaleross's avatar
    Casaleross
    Newbie
    6 months ago

    03/13/25 at 8:00pm PST.

    All 3 of my Roku devices have stopped working. No channels will load.

    My internet is working. 

    I am able to access Roku from the web and play channels on my iPhone. 

    The issue is with the devices.

     They have all 3 been rebooted with no success

    • andrewjh's avatar
      andrewjh
      Reel Rookie
      6 months ago

      Same here, trying to watch Roku Channel and YouTube on the different devices, and both apps error out with “no connection.” Both are connected to WiFi and pass the connection test. 

      I CAN watch Roku Channel on my mobile device in the Roku App, connected to the same WiFi, so that’s not the issue. 

  • dcrockett's avatar
    dcrockett
    Newbie
    6 months ago

    This is crazy!  The person keeps telling you that he/she has done ALL of these things you keep suggesting and yet you keep sending the same list of things to do!  I have also done ALL/EVERY SINGLE ONE of the things on your list and am getting the same thing.  Roku connects fine to my wireless internet but the apps say "not connected."  I also have TRIED all of the things you keep re-sending so what is the use of this community forum if you have nothing else to suggest?  Should I just quit Roku??

    • DEBH2's avatar
      DEBH2
      Newbie
      6 months ago

      I'm having the same issue. And I know the internet is working fine, because my othe Roku device is working in the other room.

       

      • osucharger61's avatar
        osucharger61
        Newbie
        6 months ago

        Same issue here. It was working 3 hours ago. Tried all suggestions and my other Roku device is working fine. Problem is with streaming stick 4k.

  • gkathsteel's avatar
    gkathsteel
    Newbie
    6 months ago

    I am having the exact same issue with no solution. I have tried other emails, and restarted the device multiple times.

  • Farmboy_ck's avatar
    Farmboy_ck
    Newbie
    6 months ago

    Just this evening my Roku stick stopped working properly. First, noticed that YouTube wasn't booting up, then realized that the clock wasn't showing. Tried multiple times to reconnect and ultimately did a factory reset. While I can get a signal to the WiFi, it won't send out a code to email and won't develop a QR code.

    Wondering if the stick itself is having issues? 

  • h4nnah's avatar
    h4nnah
    Newbie
    6 months ago

    my youtube on my roku has stopped working and i went to research and this appears to be a regular thing. i’ve tried all the recommended solutions i reconnected to the wi-fi, i turned off my tv, unplugged my tv, unplugged my roku, restarted my roku, and i deleted the youtube app but it won’t let me redownload it. it seems like most people just had to wait this issue out, and i’m wondering if that’s the case or there is another solution i have yet to try. please reply asap i just got home from work and i’m devastated i can’t watch my youtube on my tv it won’t even let me screen cast it. 

    • norain's avatar
      norain
      Newbie
      6 months ago

      I have same issue .i added a new box .then the one in bed room lost all its free channels plex you tube .tubi 

      but nexflix plays . but the rest of the boxes  all work perfectly ?? any suggestions ?? i reset put in pass word .up dated its like it dosent have wireless for the free stuff.

  • Dlu's avatar
    Dlu
    Newbie
    6 months ago

    Hello,

    I've been using Roku Express 3900R for a few years and suddenly I'm unable to stream any content from any of the apps. When I start apps such as Prime (error code 0,60)or Britbox (general error message no code). I've unplugged my modem and router for a minute and plugged them back in, internet works fine on other devices, I've done a system restart on Roku, I've checked for roku software updates, I've done a roku network connection reset. I've unplugged roku. None of these steps have fixed the problem. Any help you can offer to solve this issue would be greatly appreciated!

     

    • m51's avatar
      m51
      Newbie
      6 months ago

      My Roku box went down today, no apps would work.  Error messages were all SSL not valid or no connection in the Apps.  Connectivity Test in Roku settings showed connected and internet excellent.  Internet working on all other devices.  Did the restart, didn't work.  Restarted modem several times, didn't work.

      Did Factory reset, and it gives me an "Excellent" network rating when I connect.   "Activate via QR code" doesn't generate anything.  Email, regardless of what email address is used gives me "we can't seem to reach you at _______".  There is no other source of internet I can connect to.

      Anyone have an idea?  I've only had my Roku box for three months.

      Thank you.

      • ANel1569's avatar
        ANel1569
        Newbie
        6 months ago

        I'm having the exact same thing going on. Would love to know how to fix this!

    • Jfranco18's avatar
      Jfranco18
      Reel Rookie
      6 months ago

      Just got a message online that’s it’s occurring everywhere.

    • MadmominAZ's avatar
      MadmominAZ
      Reel Rookie
      6 months ago

      Nothing works. I tried factory reset then the Restore option and the tv will not add back my roku account. The tv is useless now it won't stream anything but my internet connection strength says Excellent.