Forum Discussion

acandy's avatar
acandy
Channel Surfer
2 years ago
Solved

Streaming services aren't working

For several weeks now I have been unable to access disney+, hulu, and now prime video.  I get an error code for disney, but with prime, the codes to log in never even show up.  The apps work on every other device in the house.

App availability
  • RokuJanadeeK's avatar
    RokuJanadeeK
    2 years ago
    Hi acandy,
     
    Thank you for reporting this issue to the Roku Community!
     
    We understand that you are unable to stream multiple channels on your device. We're happy to help.

    We would recommend the basic troubleshooting sequence below:

    1. Remove the channel: navigate to your home screen, move to the right, highlight the app, press Star*, then select Remove channel.
    2. Perform a system reboot. Navigate to your home and select Settings > System > Power (skip if unavailable) > System restart.
    3. Re-install the channel: navigate to your Home, scroll and select Store, look for the app, then press Add channel
    Additionally, we would suggest rebooting your router or connecting your device to a mobile hotspot just to check if there will be a difference as the issue is happening for multiple channels.

    We hope this helps. Let us know if you have further inquiries.

    All the best,
    Janadee
  • RokuJanadeeK's avatar
    RokuJanadeeK
    Retired Moderator
    2 years ago
    Hi acandy,
     
    Thank you for reporting this issue to the Roku Community!
     
    We understand that you are unable to stream multiple channels on your device. We're happy to help.

    We would recommend the basic troubleshooting sequence below:

    1. Remove the channel: navigate to your home screen, move to the right, highlight the app, press Star*, then select Remove channel.
    2. Perform a system reboot. Navigate to your home and select Settings > System > Power (skip if unavailable) > System restart.
    3. Re-install the channel: navigate to your Home, scroll and select Store, look for the app, then press Add channel
    Additionally, we would suggest rebooting your router or connecting your device to a mobile hotspot just to check if there will be a difference as the issue is happening for multiple channels.

    We hope this helps. Let us know if you have further inquiries.

    All the best,
    Janadee
    • MZ3's avatar
      MZ3
      Newbie
      2 years ago

      Did both, did not work

       

    • acandy's avatar
      acandy
      Channel Surfer
      2 years ago

      I have done all these steps, it still does not allow me to log in to any of the services.

      • RokuElmer-H's avatar
        RokuElmer-H
        Community Moderator
        2 years ago

        Hi, acandy and MZ3!

        We apologize for the inconvenience you are experiencing while trying to access your app on your Roku TV/device. In order to address this issue, our support team requires additional information. Please provide the details requested below:

        • Roku TV 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).
        • If possible you can send us a photo of the tracker

        Once we receive the requested information, we will forward it to the appropriate Roku team for further investigation. We look forward to your response.

        Thanks,
        Elmer