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 ...
RokuJohnB's avatar
RokuJohnB
Community Moderator
3 years ago

Hi groceryman053,

Thanks for posting in the Roku Community! 

We understand you're having a problem with the Roku channels on your Roku device. It sounds like you've done some fantastic troubleshooting up to this point. We would be more than happy to look further into this issue, but we will need more details. Can you please provide us with the following information:

  • Who is their ISP (internet service provider)?
  • Where are you located?
  • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
  • 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

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

Best regards, 

John

groceryman053's avatar
groceryman053
Reel Rookie
3 years ago

Hi John, everything seemed to be working fine last evening.  Thanks for responding. 

  • RokuDanny-R's avatar
    RokuDanny-R
    Retired Moderator
    3 years ago

    Hi Roku Community!

    Thanks for the posts regarding having channel playback issues when try to access The Roku Channel.

    Please be aware that we are currently investigating and working hard to resolve the issue affecting a subset of customers.

    If you have not already, can you please provide us with the following information:

    • Roku device model, serial number, device ID, and software OS/version (these can all be found in Settings > System > About)
    • What version/build is the channel (this can be found be 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 / behavior that you are seeing with the channel
    • Your location
    • Who is your ISP (internet service provider)?
    • Where are you located?

    Once we have this information, we will make sure to pass it along to the appropriate Roku team for further investigation.

    In the meantime, your patience and understanding is much appreciated.


    Thanks,
    Danny

    • JESSICATHEBABE's avatar
      JESSICATHEBABE
      Binge Watcher
      3 years ago

      Danny 

      I've been without ROKU on our three TVs for more than 7 weeks.

      I've supplied all the requested information in this topic. I've sent it to other ROKU techs. I've sent it to Twitter ROKU help page. All I ever get is the standard "thank you for your patience, we are working on it. Have you tried updating?"

      Seven weeks it has not worked.  

      58R6+. Hi sense model C232x - hardware Serial x001007ryroe Software version 11.5.0 build 4312-94 Device ID s01mh19ryroe ROKU Version 8.0 build 72 IE oe-162-351 

      Net1 Connect is the internet provider.  https://net1connect.solutions

      Moody Texas

      Not a VPN

      Model: 7141X - Roku TV

      Serial number: YN00EM967468 (NM991E967468)

      Software version: 11.5.0 build 4312-30

      Timestamp: 2023-05-17T18:59:08Z

      Please use issue ID 68-196-979 to report the current issue

      • JESSICATHEBABE's avatar
        JESSICATHEBABE
        Binge Watcher
        3 years ago

        AFTER SEVEN WEEKS OF NO ROKU ON OUR THREE TVS................

        We are now back in business!!! Woke up this morning and all three ROKU apps are 100% working with no issues.

        THANK YOU ROKU STAFF for fixing the issue.