Forum Discussion

marynmd's avatar
marynmd
Reel Rookie
3 years ago

Content on the Roku Channel Will Not Play

I have been having the same problem and I( find roku's lack of response irritating. They try to shift the blame back onto you. I had one email saying to provide them with certain information which I ...
Doomsayr's avatar
Doomsayr
Binge Watcher
3 years ago

I click on a movie. It brings up the discription. When I click play it just refreshes the movie description. This is why no one enjoys roku. They just get used as monitors. 

  • Janet_E's avatar
    Janet_E
    Reel Rookie
    3 years ago

    I have 2 roku sticks; one in my Living Room and One in my bedroom.  Disney, Hulu, and prime all work on both sticks.  Both sticks will play Roku live but none of the series or movies will play.  When I click on a series or movie (any of them...not a particular one) it will act like it's going to load and then put me right back to the description/play view.  It doesn't matter if I click once or 20x.  In addition to this up faith and family will not play anything.

    On both roku sticks I disconnected the internet and reconnected, I unplugged my roku sticks from the Tv and power source and the problem still exist.  Than I decided to try on our bedroom stick a factory reset.  Went through all the reset steps, problem still exist.  This has been going on since last Thursday 

    • RokuNimfa-C's avatar
      RokuNimfa-C
      Retired Moderator
      3 years ago

      Janet_E Doomsayr 

      Thanks for following up. 

      We'll look into this further. Can you please provide us with:

      • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
      • does this issue occur on a specific channel? if so, what channel and what version/build is the channel (this can be found by selecting the channel on the Home screen and pressing the * button
      • tracker ID when this issue occurs (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)
      • steps to reproduce the issue you are seeing
      • where are you located?

      Once we have this information, we will be able to pass it along to the appropriate Roku team to investigate further.


      Regards, 
      Nimfa

      • Doomsayr's avatar
        Doomsayr
        Binge Watcher
        3 years ago
        •  Element model E4AA43R
        • DEVICE ID is 0G80CD141140
        • SOFTWARE VERSION 11.5.0
        • It occurs on the Roku channel none of the movies will work and the haunt channel on live TV doesn't work. As I've said before it's not one specific time or movie. Literally none work. Many of the live TV does not work as well.
        • Issue ID is 40-193-219
        • To reproduce this go to the roku channel. Load up the categories section. Click horror (or any movie) let it load. Hit play.  Watch as nothing happens. Or go to live TV try to load the haunt channel and watch nothing happen.
        • Located in Los Banos California 93635
  • RokuMary-F's avatar
    RokuMary-F
    Community Moderator
    3 years ago

    Hi Doomsayr,

    Welcome to the Roku Community!

    Thanks for taking a moment to share your feedback with us and we're sorry if you are facing an issue playing content on The Roku Channel.

    We would be more than happy to look further into this issue but will need more details. Can you please provide us with the following information:

    • When did this issue first start occurring?
    • Does the issue only occur on The Roku Channel or all channels on your Roku device?
    • Could you provide an example movie title that you experience this issue within The Roku Channel?
    • What troubleshooting steps have you taken so far to try to resolve the issue?

    We look forward to hearing from you and looking closely into this issue. Thank you!


    Best regards,
    Mary

    • Janet_E's avatar
      Janet_E
      Reel Rookie
      3 years ago

      I'm having the same issues!  Roku and up faith and family does the same issue as described above.  Mine started Thursday last week.  Disney, Hulu, and prime all work

      • RokuMary-F's avatar
        RokuMary-F
        Community Moderator
        3 years ago

        Hi Janet_E,

        Thanks for your first post in the Roku Community!

        We're sorry to hear that you've been having this trouble with playing content on The Roku Channel and Faith & Family channel. We'd be happy to help take a closer look to see how we can help get you up and running.

        Does this happen on all movies/shows on The Roku Channel and Faith & Family channel or just specific titles?

        As a first step, we recommend performing the below steps and see if you can resolve the issue:

        1. Remove the channel from the Roku device
        2. Power cycle the Roku device, by disconnecting it from the power cable and reconnecting the device back to the power
        3. Re-add the channel back to the Roku device

        If the issue persists, please refer to the support article here for additional troubleshooting steps: How to resolve a channel playback issue | Official Roku Support

        Please let us know if there's any difference after.


        Best regards,
        Mary