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RokuEmmanuel-D's avatar
RokuEmmanuel-D
Community Moderator
4 months ago
Solved

[Solved] Paramount+ Playback Issues Linked to Router Ad Blocking

Hey everyone!

Status update 7/21: We’ve identified this issue after investigating with Paramount and believe it’s affecting users who have ad-blocking enabled at the router level.

Try temporarily disabling the ad blocker to see if that resolves the problem. If the issue continues, please contact Paramount+ support directly.

Thanks,
Roku Community Team

Fixed
  • RokuRhea-V's avatar
    RokuRhea-V
    3 months ago

    Thanks for keeping us updated! stark0228​ JohnJJS​ DJRaimondi​ 

    We appreciate your efforts in resolving this! For additional assistance, it’s best to contact the Paramount Plus support team.  You can get started right here!

    Hope this is fixed soon!

    Roku Community Team

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  • Dvboy1's avatar
    Dvboy1
    Newbie
    4 months ago

    I'm having problems playing ANYTHING on the Paramount plus app. The app itself loads, but when I press to play something, the film/show won't play. It also won't let me UNINSTALL the app. It's not an Internet problem,  and it plays fine on my Xbox. Any suggestions?

    • RokuEmmanuel-D's avatar
      RokuEmmanuel-D
      Community Moderator
      4 months ago

      Hi Dvboy1​!

      Thanks for sharing your issue with us about the Paramount Plus app. Head's up, this is under investigation.

      To help us include your device details and pass them along to the team, please provide these details below:

      • Roku device model, Device ID, Serial Number, and Software version (It can be found in Settings > System > About)
      • Tracker ID (Press Home five times, then press Back button five times)
      • App build version (Highlight the app from the Home Screen and press the Star * Button)


      We hope to hear from you soon!

      Roku Community Team

  • pam120800's avatar
    pam120800
    Channel Surfer
    4 months ago

    Did this say 'under investigation' this morning? I don't think it did. 

  • CeeCeeRPb's avatar
    CeeCeeRPb
    Newbie
    4 months ago

    We haven’t been able to load the Paramount plus network for a few days. I have 2 Roku TVs purchased this year and 5 other TVs that use the Roku stick. The app will open and show the front page but when I try to load a show it just goes to the blue spinning circle

  • stark0228's avatar
    stark0228
    Channel Surfer
    3 months ago

    I was able to resolve this issue by whitelisting this domains (I assume to display ads).  I'm not sure why it affected the Roku and not other devices.

    • pubads.g.doubleclick.net
  • CRBRCB's avatar
    CRBRCB
    Newbie
    3 months ago

    The app worked fine 2 days ago. Last night it would open, display the content screen, and allow me to select a show. But when I clicked on the show it went into an endless blur circle loop and after 15 minutes popped back to the Roku home screen. I have done the following:

    1. Verified my subscription. Paramount Plus worked fine on my phone.
    2. checked for app and device updates. None available.
    3. Restarted the device. Twice.
    4. Removed the app and re-added it. Twice.
    5. Signed out of the app and signed back in.
    6. Checked my network connection. It is fine.
    7. Tried other apps on Roku. All worked properly. 
    8. This isn't unique to one device. My 2nd Roku device is doing the same thing.

    None of these steps solved the problem.  What do I try next?

    • stark0228's avatar
      stark0228
      Channel Surfer
      3 months ago

      Do you have any adblockers on your network?  I had to whitelist this domain:

      • pubads.g.doubleclick.net


      I'm not sure why it worked on all my other devices on the same network, but failed with the Roku.

      • DJRaimondi's avatar
        DJRaimondi
        Reel Rookie
        3 months ago

        Bingo. This one was the key. I figured it was something like this once with the people saying Eero has to disable ad blocking. 

        People may need to change dns servers as some have ad blocking as well. 

  • milekade8's avatar
    milekade8
    Newbie
    3 months ago

    Thanks for the update! I’m having the same issue with Paramount Plus not loading. I’ll gather the info and share it here soon to help with the fix.

    • DennisTV's avatar
      DennisTV
      Reel Rookie
      3 months ago

      If you have a EERO router (I have Frontier as my provider), get the app for your cell, and uncheck "Ad Blocking".....I didn't know I had it...but this solved my problem with Paramount+....good luck

  • RokuMaryEF's avatar
    RokuMaryEF
    Community Moderator
    3 months ago

    Hey everyone,

    Status Update – 7/21:
    Following our investigation with Paramount, we’ve determined the issue is linked to ad-blocking settings on some routers. To fix it, try disabling ad blocking at the router level.

    If the problem persists, please reach out to  Paramount+ Support for further assistance.

    We’ll continue to monitor the situation and provide updates if anything changes.

    Thanks again,
    Roku Community Team