Forum Discussion

CannonL's avatar
CannonL
Reel Rookie
6 months ago
Solved

NFL App Error - How to Resolve "Something Went Wrong" Message

I am getting this error a lot. I stream a game for a few minutes and then I get this error. Doesn't matter which game. I checked for an update on the app. I rebooted my Roku device. I have 2 Roku devices and they both have the same issue. Restarted my gateway. I would delete the app and reload it but that option is not available when I click on the options of the app.

I try and get help at the NFL page, they are stating I do not have an account. I am assuming it is because I have the subscription with Roku? 

This is very frustrating.

Thanks

 

 

app playback
  • RokuEmmanuel-D's avatar
    RokuEmmanuel-D
    6 months ago

    Hi Community Users!

    Thanks for reporting this issue directly to us. We'd like to provide an update on this issue.

    A workaround has been provided by our appropriate Roku team. To help you resolve this issue, we highly suggest doing the following steps below:

    1. Press Home on your Roku remote
    2. Scroll and select Settings
    3. Select System
    4. Select Software update
    5. Select Check Now to manually check for updates

    If an update is available, please download it and relaunch the NFL app to see if the issue is resolved. 

    We'll mark this post as resolved for everyone's visibility. If you still encounter the issue, please let us know your latest Software version. 

    Thanks for your continued support and participation in the Roku Community!

    Best,
    The Roku Community Team!

41 Replies

  • Yamajestyyy's avatar
    Yamajestyyy
    Newbie
    6 months ago

    NFL APP WILL NOT ALLOW ME TO REPLAY OLD GAMES ANYTHING FROM 2022-2009 All of a sudden on my Roku tv. I can replay videos on my mobile device and iPad but when I log into my NFL APP ON MY ROKU TV AND TRY TO REPLAY A GAME IT BUFFERS until 33% and then tells me “sorry something has gone wrong. Looks like this video cannot be played at this time.” I’ve tried reaching out the NFL support and nothing has helped 

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

      Hello, Yamajestyyy.

      Thanks for flagging this issue. We understand you're experiencing an issue with the NFL app, and we'd like to investigate so we can get you back up and running. 

      To help us navigate the process, please provide the following information below:

      • oku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
      • Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
      • Channel build version (Highlight the app from the Home Screen and press the Star * Button)

      We are looking forward to hearing back from you. 

      Best,
      Emman

      • htwaits's avatar
        htwaits
        Channel Surfer
        6 months ago

        I'm having the same problem using tke 4800x Roku Ultra. 

        Serial #: X01000DGK8

        Device ID: S02A209GK8YC

        Software version: 14.1.4 Build 7709-C2

        Channel build version: 5.0 Build 75

        TrackerID:

        GC Version: 12.8.19

        Time Stamp: 2024-12-28T00:03:04Z

        Issue ID: VC-521-283

         

         

         

         

         

  • PfeifferT's avatar
    PfeifferT
    Newbie
    6 months ago

    I have tried all of the recommendations with no luck. I have 2 Roku devices.  Same issue with both. I get that error code with 30 seconds of starting a football game.  Which is aggravating because I am paying for a subscription that I can't watch. It hasn't worked for over a month.  Can't get no one on the phone to figure this out. Tried NFL Support via email (which is a joke). All i get is the normal recommendations which i have done numerous times. 

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

      Hi, PfeifferT.

      Welcome to the Roku Community, glad to have you here!

      We completely understand you're experiencing an issue with NFL, and we want to assist you in including your device in the ongoing investigation. 

      Could you please provide the following information below?

      • Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
      • Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
      • Channel build version (Highlight the app from the Home Screen and press the Star * Button)

      Looking forward to seeing your contributions!

      Thanks,
      Emman

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

    Glad to have you join us here in the Roku Community, CannonL!

    Having playback issues while watching your favorite game on the NFL app could be pretty frustrating, and we totally understand this. We would like to be able to help sort this out so you can get back up and running. 

    To help us understand your concern better, could you provide the details of your device so we can take a closer look at it?

    • Roku device model, serial number, device ID, and Software Version. (these can all be found in Settings > System > About)
    • Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID)
    • Channel build version (Highlight the app from the Home Screen and press the Star * Button)
    • Photo or short video of the exact behavior of the issue. 

    Please get back to us so we can assist you further. 

    Thanks,
    Emman

    • kgarenvt's avatar
      kgarenvt
      Reel Rookie
      6 months ago

      This just starting happenng again at 6:03pm.  Not going to spend any time on this, using my ipad using the NFL app on that mirrored to the TV.  Did NFL redzone come on again at 6pm?

      • 98gmarquee's avatar
        98gmarquee
        Binge Watcher
        6 months ago

        I've been having the same issue the past week or so. For 3-4 days, I would select a game (condensed) to play, the spinner would spin, then it would say 33%, then I'd get the message. For the past 3 days, it has been playing about 1 minute of a game, then it abruptly stops and I get the message again. If I click Ok, then try playing again and it shows the game, then I click fast forward beyond where it died, it will play for another minute, then give the message again

         

        It plays fine on my PC via a browser and via my Sony TV via the NFL app. I just keep trying to use roku because that's where I watch every other thing that I stream.

         

        Just would be nice to get a few months at a time without something happening.

         

        My roku:
        4660X - Roku Ultra
        software 14.0
        Serial:YJ0075740223
        ID:CX3847740223

        The error:

         

        I have done the obligatory "restart", "unplug for minutes", "roku clear cache process (home x5, up, rwnd x2, ffwd x2)", "uninstall/reinstall the app", "sign out of the app, sign into the app". Nothing helps.

      • Foggy12345's avatar
        Foggy12345
        Reel Rookie
        6 months ago

        Here is the text from google docs:

        Issue report tracker

        Model: 3810RW - Roku Streaming Stick+ Serial number: YH00GC080572 (22317G080572) Software version: 14.0.4 build 12221-50

        GC version: 12.8.17

        Timestamp: 2024-12-18T13:57:19Z

        Please use issue ID 72-507-717 to report the current

        issue.

         

  • jeffmather's avatar
    jeffmather
    Newbie
    5 months ago

    Same exact issue for me over the past month.  Tried all suggestions from NFL support and those presented in this thread, to no avail.  I wound up buying a FireTV to replace my Roku (which was having other problems, anyway), and the game replays work for me on its NFL app, though fast-forward and rewind don't function well.

     

    • RokuRiamie-D's avatar
      RokuRiamie-D
      Community Moderator
      5 months ago

      Hi jeffmather,

      Thanks for posting in the Roku Community!

      We appreciate you letting us know that you are having an issue with the NFL app, which has an error message stating, "Something Went Wrong." We would like to coordinate this with our Roku-appropriate team.

      To further investigate this, please provide us with the following:

      • 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 (highlight the channel and press the star (*) button of your Roku remote)

      Please keep us posted.

      Cheers,
      Riamie

      • 98gmarquee's avatar
        98gmarquee
        Binge Watcher
        5 months ago

        RokuRiamie-D 

        Got the tracker ID: 23-016-354

        The locking up/automatically rebooting issue happened again today.

        Last night, I watched 3 condensed games back to back with no issue for the first time in a few weeks. Opened the app this morning, picked the condensed Bears game from 2024/week 15 and it locked up/rebooted.