Forum Discussion

Bnhiggins70's avatar
Bnhiggins70
Channel Surfer
2 years ago

Unable to access any channels on Roku channel

Roku channel won’t let me into any other channels or live tv. Factory reset has already been done. Help!!
app playback
RokuCarly's avatar
RokuCarly
Community Moderator
2 years ago

Hi, Bnhiggins70.

Thanks for confirming. Have you tried checking the status of your current network under Settings > Network > Check connection? If a red X appears on either a wireless connection or an internet connection (see photo below for reference), your Roku device can't make a connection to your router or internet. 

If so, here's how to improve the Wi-Fi or wireless internet connection to your Roku streaming device.

If the issue persists, we highly recommend connecting your device to an alternative network connection to see if this makes any difference. Perhaps you can use your mobile data.

Let us know how it goes and we'll go from there.

Best regards,
Carly

Bnhiggins70's avatar
Bnhiggins70
Channel Surfer
2 years ago

I’ve already checked those and they are fine. I have two separate networks to connect it to and have tried both and neither one resolves the issue. 

What else can I do? Because I feel like I’ve tried literally everything!! And I still can’t get into the Roku channel app.

  • RokuCarly's avatar
    RokuCarly
    Community Moderator
    2 years ago

    Hi, Bnhiggins70.

    Thank you for the quick response. Kindly provide us with additional information such as follows:

    • What specific Roku device are you having this issue with? Perhaps you could provide us with its serial number.
    • Are there any error messages prompted when you attempt to access any apps/content? 
    • What specific apps/content are affected by this? Is this also happening to all of the on-demand and Live TV shows available on your Roku device? 
    • Did you receive any software updates prior to this happening? 

    Looking forward to your update.

    Best regards,
    Carly

    • Bnhiggins70's avatar
      Bnhiggins70
      Channel Surfer
      2 years ago

      Device: Roku Express 4K+

      Serial Number: SOHAK4271GSX

      There were no error messages when I attempted to access The Roku app.

      I cannot view any of my Live TV channels or any channels within the Roku App.

      I can view all of my other apps without any issues.

      I did not have any software updates prior to this happening.

      • RokuCarly's avatar
        RokuCarly
        Community Moderator
        2 years ago

        Hi, Bnhiggins70.

        Thank you so much for the additional information. In this case, we'll be coordinating this with our relevant team for further review. 

        We will also be needing the following details for the investigation:

        • Roku device ID, and current software 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)

        Looking forward to it!

        Regards,
        Carly