Forum Discussion

Jafarns95's avatar
Jafarns95
Newbie
8 months ago

Grey Rectangle When Trying to Start Spotify

When I try to start the Spotify app, I get the initial splash screen showing the logo, then after 2-3 minutes of hanging there, I get a dark screen with a grey rectangle in the center. No inputs work beyond hitting "Home". The app is unusable in this state.

 

Other apps work fine.

Restarting the Roku doesn't affect it.

Uninstalling and reinstalling the app doesn't affect it.

I cannot try connecting to the Roku Spotify as it hangs via my phone's Spotify app. (The option to connect isn't even there)

Model: 3820X - Streaming Stick 4K

Roku Software Version: 14.0

Spotify Software Version / Build: 2.11 / 67

Not sure what to do to get this working. Anyone have any ideas?

3 Replies

  • RokuJohnB's avatar
    RokuJohnB
    Community Moderator
    8 months ago

    Welcome to the Roku Community, Jafarns95!

    After attempting the troubleshooting steps and videos from other channels play fine, contact the channel provider's customer support team to report the issue and get help. Channels on Roku are maintained by the channel developers themselves. In this case, there's likely an issue within that specific channel that needs to be addressed with an update from them.

    Please let us know if there's anything else that we can do to assist you.

    Regards,
    John

  • TeeBeeVee's avatar
    TeeBeeVee
    Newbie
    7 months ago

    I am having the exact same problem. Have tried all the resolutions as OP. No success in resolving. 

    • RokuTakashi's avatar
      RokuTakashi
      Community Moderator
      7 months ago

      Hi, TeeBeeVee 

      Thanks for posting, and welcome to the Roku Community.

      We understand the issue you have experienced with the Spotify app, and we acknowledge the efforts you have taken in an attempt to resolve the issue. For this matter, our team would like to collect further details so we can investigate. Kindly provide the details below:

      • Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
      • Tracker ID (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)
      • Channel build version (This can be found by selecting the channel on the Home screen and pressing the * button).
      • Image referring to the issue.

      The details you provide will be the basis of our investigation. 

      We hope for your response along with the requested details above.

      Best wishes,
      Kash